80% + 30% referral rate = 110% = not gunna happen
I’m guessing most authors have experienced the following:
- Customer writes a book with 10 questions all in pretty bullet points you’re now tasked with answering.
- Customer responds, writes another book.
- A week goes by, another new book to read, and you realize you’ve just had a 30 email conversation with the customer. Time to cut the cord…
Under the new rules, how would we handle something like this? Can we just refund the customer their purchase and be done with it? Because if we can’t ever free ourselves of these type of customers, it directly conflicts with the following objective from the blog announcement:
We want to make sure Authors still have time and energy to do what they do best — create great work for sale.
And here’s the tricky part—The customer wasn’t asking for custom work, and technically all their questions were completely reasonable. But if you don’t ever cut off communication, you’re going to end up having a 100 email conversation with them, which is completely unacceptable for an $18 sale.
The easiest way to streamline this would be to add an official “ChangeLog” tab to the item, that authors can populate, and then include a link to the official ChangeLog tag with the update notice.
1) Buy item with support (get all updates and can ask questions)
2) Buy item without support (get all updates but can’t ask questions)I think the 6 month time limited support just confuses everyone.
+1 This is by far the best system. Anyone who thinks “support” is just answering general questions and fixing bugs obviously doesn’t provide it on a large scale. In reality, “support” = fixing other people’s problems.
Thoughts from this thread:
Official support forum is a must.There has to be a unified way of verifying quality and quantity of support.
72 hour rule is a problem.It needs to be “3 business days”. Otherwise, we’re talking about a scenario where no author can ever take a long weekend.
On a side note, I’m wondering if Envato should have taken a different approach. It’s not that hard to figure out if an author provides support or not. So why not just start rejecting items from authors who don’t provide support? And then to cover all bases, bury items in the search that don’t include support. Problem solved.
What if author ask for access to WordPress dashboard to provide support and buyer rejected his request? Who is guilty in this situation?
Some guidelines are going to be needed for this. We could handle it like Apple does for jailbreakers:
“Mixing this plugin or theme with other plugins and themes voids your support warranty”.
Clear and simple, no need to ever login to their site. Otherwise, we’re just opening a huge can of worms.
An official support forum sure would come in handy for this Otherwise, policing / resolving disputes is going to be a huge headache for everyone involved.
Personally I think we’re missing a huge revenue opportunity. Free support should be for 1 month, with 3 month, 6 month, and 1 year as the paid options. Because in reality, how many projects last more than 6 months?
Case in point:
The new “Install Theme” button is a total bait and switch. But I have no problem with it, because it’s 100% effective for generating revenue. So why aren’t we applying the same aggressive sales tactic for the new support system? Make people pay for support after 1 month, charge a reasonable price (25% the price of the original item), and let’s all make some more money!
@loungecat I don’t think anyone is questioning the quality of the work. The icons themselves are clearly well designed. Instead, I think the concerns are that they don’t fit with the site.
For a lot of us, Envato Marketplaces are how we make a living. So our profile pages are sort of like an online resume’. For perspective, pretend you’re typing up an actual resume’ for a new job. If you had to add one of the following two icons to the top of the resume’, which one would you choose?