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I see your point and understand it completely, but at the same time I’m counting on Envato to help us in case buyers are unwilling to accept these new sets of changes. In the end, it’s Envato’s job to properly advertise what services are offered beside the item to the buyer. We as authors can only do our best to follow those requests.

Also, in the blog post, a request has been made to strip our items descriptions/docs/ of any information regarding free support as to accommodate these new changes.

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You can opt out- but unfortunately, the item will have a nasty banner/notice saying that the author does not support it (which will in turn affect sales). Users expect free support, that’s how they’ve been brought up in the marketplace with. By adding this new “paid” thing, users will expect more than what they were already getting for free. I don’t know how this won’t cause many more problems than the few extra $ is worth..

I’ve stated this point in the paste and I will state it again .This change is massive to the entire structure of the marketplaces, and Envato have said that the definition of support will be made extremely clear to buyers. So, if the definition of support is properly shown to buyers, and we can count on Envato to remove ratings that come from buyers who fail to understand this, then I foresee absolutely no problems in the future. And, I again, out of now 15.000 sales, I’ve had less than 0.14% of buyers try to blackmail me personally.

I honestly expect no changes to me as an author except for the extra revenue, since I already reply to all my tickets and help all my buyers in order to grow as an author and have sales rise.

My humble opinion is that people who fear this change are the ones that have had a nasty experience in the past with a buyer, but again, my first point applies here. When this change goes live, no one will be able to extort you as doing so will be outside the marketplace new rules and support will be on your case.

Furthermore, I’m shocked (and this is from my statistics ) that so much fuss is being made for the 0.14% of buyers that are out for bad intentions. Think about the 99.86% of buyers that will welcome this change and that will be able to have the guarantee that authors will help them with feature related questions of items.

I have douzines upon douzines of buyers ask me “will you help if I buy this and I don’t understand how it works” and of course my answer is always yes. This change is made for those buyers, the masses that keep the marketplaces going and the masses that care about products that work. I see no reason to be afraid of the 0.14% that are out to extort authors.

The percentage of buyers that are out for bad intentions is soooooo tiny I don’t even have time to think about them, and secondly. and I’m bolding this out there are tens if not hundreds of threads that pop up for reasons ” buyer rated my item 1 star because I didn’t want to do that and when this change is live, those type of ratings will no longer be an issue since the definition of support will be clear, and rating because of these reasons will have consequences.

I’m honestly really happy for this, because as you said it, I’ll have a huge banner over my items letting my buyers know I’ll gladly help them out! :)

Cheers!

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In the past year, from about July 2014 till now, my stats tell me I’m getting 20% requests from buyers who purchased more than 6 months ago. I get customers who actually specify they’ve purchased my items because they love them but plan to use them later on, then they come back with questions.
Well, then it’s good for you (or maybe not good if you think about how many cumulative support cases you have to handle). With paid support, most likely you will get less of these buyers who have the ‘buy-first-and-use-later’ mentality and with that, lesser support requests from buyers who purchased your items 6 months ago.

Unfortunately, even if I provide statistics to your questions, and actually, even if I answer all your questions with solid data, your mind is still made up, and that’s completely fine, that’s your prerogative, I see that since you’re asking a tone of different questions and every answer you receive you still have your the same opinion. That’s completely fine, since you can opt-out when the new Support System goes active! :)

4841 posts Community Mod Building awesome stuff for your mobile devices!
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Before that, the author should be allowed to “at least” respond to the review or comment then and there. How worse will it be if someone posts a public negative review which is not really the item’s fault and the author can’t do anything but watch losing potential buyers helplessly.

My point exactly! :)

4841 posts Community Mod Building awesome stuff for your mobile devices!
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Completely disagree. This would lead up to endless conversations and requests to pull certain reviews out. It’s either all visible ( the good and the bad ) or all visible to the author.

What I’d suggest, personally, is to have the ability to chat with the buyer of the review, in order to solve certain issues if they arise. That would be much better! :)

As for visible reviews -1 .

If you wish to make your reviews visible, copy paste them on your item! :P

PS: These are my 2 cents as an author!

4841 posts Community Mod Building awesome stuff for your mobile devices!
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I’m just wondering, have you calculated (or estimated) roughly how many percent of support requests are made by buyers who have purchased the item over 6 months ago? I personally have probably less than 5% of those, so the ‘extra revenue’ is almost negligible and that comes with potentially getting 1 star rating if the buyer gets angry for asking him to buy a support pack extension before we answer his simple question.

In the past year, from about July 2014 till now, my stats tell me I’m getting 20% requests from buyers who purchased more than 6 months ago. I get customers who actually specify they’ve purchased my items because they love them but plan to use them later on, then they come back with questions.

My statistics are quite messy since I started doing them less than 1 year ago, I’m fairly certain Envato has stats that kick mine in the face! Haha! :P :)

4841 posts Community Mod Building awesome stuff for your mobile devices!
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What can i say, my prophecy:

The person who bought the support pack would think that “from now, the author should add all of my wishes into theme in a deadline for tomorrow” otherwise he will put a bad rating, really there are too many inadequate buyers.

I’d rather ask you to protect the rating system instead

thanks for reading!

This!

Well, if a buyer does that, that falls short of support, in which case, opening a ticket will most likely result in that rating being removed and depending on the severity of the case the buyer may get disabled.

If an author goes rampage on a buyer or a buyer goes rampage on an author that is a violation of the community guidelines

Post or solicit any kind of racism, flaming, trolling, harassment, discrimination of any kind, or behaviour deemed to be intentionally abusive or inappropriate. Behaviour of this kind will result in an immediate warning, followed by temporary disablement. Further violations can escalate to account freezes and bans.

As an author, I truly understand your pessimism for such a situation as it might backfire against us, but IF the definition of support is made clear, and Envato stands behind it and its authors, I’m fairly certain buyers will not push toward this situations and even if they will they will face the consequences for their actions.

Furthermore, I’m not a gigantic author, I have roughtly 14.000 sales, but in those 14.000 sales I believe I’ve encountered TOPS 10 – 20 buyers that have had a behavior that was completely unprofessional and tried blackmailing for extra features. So that means out of all my 14.000 sales only 0.143% of buyers tried such things.

I understand that having such an experience can be scary, but let’s face it, most buyers here need items that work, and need the job done fast and efficient, and don’t have the time to extort each and every author, and even if they do, they get banned and can never return here again, which is basically a loss on their end.

For me, personally, the extra support revenue will be a small value, but nevertheless a welcomed extra $$$ for services I already provide and I’m sure most of you do since you care about giving the best of the best to your buyers to get higher up the ranks! :)

Cheers guys!

4841 posts Community Mod Building awesome stuff for your mobile devices!
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You had to delete my whole post instead of editing the part you feel inappropriate?

Sorry, but yes. I”m pretty sure you will be more careful next time. If we’d just edit all comments nothing would change, but if someone posts a full page reply and does the same and we remove the entire reply for a word, I believe they will pay more attention next time! :)

Cheers, and let’s get back to the topic at hand! :P

4841 posts Community Mod Building awesome stuff for your mobile devices!
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@fuelthemes

Please do not: Post or solicit any kind of racism, flaming, trolling, harassment, discrimination of any kind, or behaviour deemed to be intentionally abusive or inappropriate. Behaviour of this kind will result in an immediate warning, followed by temporary disablement. Further violations can escalate to account freezes and bans.

Thank you! :)

4841 posts Community Mod Building awesome stuff for your mobile devices!
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Cheers and don’t hate me for speaking my mind! I love Envato, I love this community, and I love the support idea!

Actually I would like to thank you for speaking what I and I’m sure many others were thinking. Change can be difficult to accept but you have to give it a chance or quite honestly move on. It’s great to offer your opinion, one of the best things about the community, but I know at least for myself I respond much better to constructive criticism than negative. Let’s hear all sides of the discussion and learn more before we just launch the bitter comments.

I’m still in favor. Another scenario for the pro side: I just LOVE sarcasm customers who don’t want to pay for me to set up their plugin so they instead ask 20 “questions” until their plugin Is setup and operational. At least now I’ll be compensated for my time the next time someone does this.

My point exactly! Cheers! :D

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