Posts by CodingJack

5460 posts The Dude Abides
  • Became a Top 20 Author of the Month
  • Had an item that became a weekly top seller
  • Located in United States
  • Elite Author: Sold more than $75,000 on Envato Market
+12 more
CodingJack
says

if(sales === 0 && purchases === 0 && firstComment === ‘flagged’) autoDisableEntireThread();

5460 posts The Dude Abides
  • Became a Top 20 Author of the Month
  • Had an item that became a weekly top seller
  • Located in United States
  • Elite Author: Sold more than $75,000 on Envato Market
+12 more
CodingJack
says

For me, I figure that 70% of whatever they sell the support for is infinitely more money for me than the 100% of the $0 that I current charge for lifetime support. Don’t get me wrong, I’d love to have 90% instead of 70%, but like I said, it’s more money than I’m charging now. Like I said in my previous reply on here, I’d still love to see an actual support system solution implemented here for that 30% cut that they take.

+1

I know lots of authors are comfortable with their own support systems, but when you look at this from a customer’s perspective it’s really a no-brainer in my opinion. For example, when a customer buys 10 items, they’re sent to 10 different support sites, where they have to create and keep track of 10 different logins, and then find and enter their purchase code information for all 10 sites.

5460 posts The Dude Abides
  • Became a Top 20 Author of the Month
  • Had an item that became a weekly top seller
  • Located in United States
  • Elite Author: Sold more than $75,000 on Envato Market
+12 more
CodingJack
says

The power to never need sleep!

5460 posts The Dude Abides
  • Became a Top 20 Author of the Month
  • Had an item that became a weekly top seller
  • Located in United States
  • Elite Author: Sold more than $75,000 on Envato Market
+12 more
CodingJack
says

Here’s the big question. When the SaaS customer contacts them for support do they send the customer to you?? :D

Congrats Unodor :) Definitely wish I was in your shoes!

5460 posts The Dude Abides
  • Became a Top 20 Author of the Month
  • Had an item that became a weekly top seller
  • Located in United States
  • Elite Author: Sold more than $75,000 on Envato Market
+12 more
CodingJack
says

Wishing you the best Dan. Thanks for the great communication and improving the elite program :)

5460 posts The Dude Abides
  • Became a Top 20 Author of the Month
  • Had an item that became a weekly top seller
  • Located in United States
  • Elite Author: Sold more than $75,000 on Envato Market
+12 more
CodingJack
says

doesn’t maintain and run a general WP theme/plugin forum

This is a great idea. What takes up most author’s time is the fact that most customers seeking support have very poor troubleshooting skills. So the public forum could exist for this specific purpose. Some examples:

  • Check to see if the customer is using the latest version of the plugin/theme, and provide information about how they can update.
  • Teach the customer how to identify conflicts (temporarily deactivate other plugins, switch to TwentyFourteen, etc.)
  • Remind customers that purging WP cache plugins often solves lots of issues.
  • Identify and communicate front-end console errors to the customer.
  • Identify and communicate broken HTML markup (often caused by custom filters).

So nothing specific to the actual product(s), but basic things that will teach customers how to troubleshoot their sites. Because the biggest support burden doesn’t come from the 10 customers who ask only 1 question. It comes from the 1 customer who asks 10. And it’s always the latter who has very poor troubleshooting skills.

5460 posts The Dude Abides
  • Became a Top 20 Author of the Month
  • Had an item that became a weekly top seller
  • Located in United States
  • Elite Author: Sold more than $75,000 on Envato Market
+12 more
CodingJack
says
Also I doubt authors will implement a “kill switch” for users who “used all their tickets”.

On rare occasion it has to be done. My biggest concern is as of right now, authors don’t have any guidelines or tools for dealing with these situations.

5460 posts The Dude Abides
  • Became a Top 20 Author of the Month
  • Had an item that became a weekly top seller
  • Located in United States
  • Elite Author: Sold more than $75,000 on Envato Market
+12 more
CodingJack
says


This is an important factor to consider when speaking of “bug fixes”. I think the goal of the document there is to keep it short and sweet (so people actually read it), but maybe we could link to a Wiki that expands on the definition of a “bug” and how it can be properly verified for both WordPress and non-WordPress items.
@CodingJack: interesting idea. Do you know if something like this exists out there already?

The general idea is to effectively communicate the difference between a bug and a usage error, and it would need to be specific for different product lines (CC jQuery plugin, WP Theme, etc.). Here’s an example:

I think I’ve found a bug in my CodeCanyon jQuery plugin but am not 100% sure. How can I verify this?

Download a fresh copy of the plugin’s source files (insert link to downloads page here), and test one of the html example files included with the product. If the bug doesn’t exist in the original source files, and only exists on your site, it means something went wrong with the implementation process. For example, if the item works “out of the box”, but doesn’t work once added to your site, something must have gone wrong somewhere when modifying the item’s content/settings and merging the item with your site.

In these cases, the best way to find out what went wrong is to start over from scratch, and test the item frequently as you customize/setup the item. This will allow you to identify what exact step caused the issue, giving you the proper insight as to whether the issue is something simple (url wasn’t written correctly, etc.), or if the issue is more serious (a settings option described in the item’s documentation simply doesn’t work).

5460 posts The Dude Abides
  • Became a Top 20 Author of the Month
  • Had an item that became a weekly top seller
  • Located in United States
  • Elite Author: Sold more than $75,000 on Envato Market
+12 more
CodingJack
says

I think the paragraph “Fixes for bugs and reported issues with the item” should contain (at least for WordPress plugins) the mention that “Authors are required to fix bugs and reported issues” only if the plugin did not suffer major customizations from the buyer’s side. I had a couple of buyers who made some major customizations and improvements after they have bought one of my plugins and then they required bug fixes on their code, telling me that basically I have to provide support, since it’s my plugin.

This is an important factor to consider when speaking of “bug fixes”. I think the goal of the document there is to keep it short and sweet (so people actually read it), but maybe we could link to a Wiki that expands on the definition of a “bug” and how it can be properly verified for both WordPress and non-WordPress items.

5460 posts The Dude Abides
  • Became a Top 20 Author of the Month
  • Had an item that became a weekly top seller
  • Located in United States
  • Elite Author: Sold more than $75,000 on Envato Market
+12 more
CodingJack
says

5. Avoid providing unnecessary refunds when buyer says I bought an HTML template thinking it was a WordPress theme. An author clearly states in his item title and details what the product is so it is buyer’s fault as he didn’t read the description. Wow, what a coincidence here

The problem is most of these cases are usually honest mistakes. We live in a “click first, read later” world now.

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