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billyf, thanks for reading the entire thread! Your question is quite interesting and I’m curious to get answer for it as well!

Can we opt-in and out however we please? ( with a grace period, of course )

4841 posts Community Mod Building awesome stuff for your mobile devices!
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Seriously guys. It’s time to stop the heard attitude and start reading the thread.

I’m seeing a lot of good, awesome authors here just following a patter of “this thread is soooo important for me, but I’m not gonna read it, just give a +1 to the last guy who posted, he knows what he’s talking about”

Definition of support and not including customisation: While we are not completely finalised on the definition of support, it will definitely not include customisation/installations. It also does not include the idea of premium or priority support. As we’ve mentioned before, we have to do our best to make the definition as clear as possible to buyers and prominent in the buyer experience and we’re certainly hoping to achieve this to reduce the number of requests outside the definition of support.

Let’s read this together shall we? The above statement basically says as follows. You will keep on giving the support you gave until now, literally the exact same support you gave until now, let me try again, THE EXACT, SAME, SUPPORT! No customization for the price of support, no installation for the price of support, no custom features for the price of support. NOTHING has changed for you as an author, except that now, if you don’t want to provide support, you can ask for Envato to refund the support pack.

What the definition above means, just in case you didn’t read:
  • You will answer questions about the item features, just like you do now
  • You will fix bugs that break your item, just like you do now
  • You will answer the simplest of questions related to your item and features, just like you do now
  • ?
  • You will NOT have to create custom features, or build updates for free or add custom features per request
  • You will NOT have to install the item on the customers server, fix his server problems, fix problems unrelated to your item, fix issues only their servers are encountering that are clearly host related issues, and you will NOT be held as slaves against your will to do all sorts of requests.

Guys, we are a huge community here, developers and designers, I find it appalling that we read douzines upon douzines of book, e-books, tutorials, we create and craft amazing items and yet we’re unable to read a thread from start to bottom!

Everyone is firing their guns at full speed towards Envato but no one wants to see that this is an opportunity. Until now buyers purchased our items and instantly demanded we tell them the things that will be covered by this support system even though they were included in documentations or in other comments. Now we’ll be getting paid for this.

How in the world did you guys reach the conclusion that this is a bad thing is honestly beyond me! Read the entire thread and the posts by staff, read the definition of support given by staff, then rant about these things!

If it were up to me I’d really remove comments in this tread simply because they’ve been posted just by reading the post above and going ” Oh yes, Envato bad! Kurulumnumum!!!” Stop causing a massive panic to yourself and everyone else, read what this proposition is about, and maybe you’ll see that all this panic is for nothing!

We’ll be getting paid to provide the exact same services we’re providing now, and we’ll be getting an extra! The definition of support will be clearly defined to the buyer so from now on, we’ll actually be getting LESS customization requests since Envato will have a definition for what we have to do!

You’re afraid of 1 star ratings because someone didn’t understand what support means? No problem! Send support a ticket, and I’m sure as staff already mentioned, they will fix the situation in your favor if the support definition provided by Envato is meet and the buyer is requesting extras as blackmail!

Please guys! I’ve been a part of this community for over 5 years and it really hurts to see that you only see the bad, and fail to read an entire thread that will eventually be for the good of everyone!

Cheers and don’t hate me for speaking my mind! I love Envato, I love this community, and I love the support idea!

4841 posts Community Mod Building awesome stuff for your mobile devices!
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@enabled that’s ging to be abused pretty hard.

1. Buy theme

2. Get support, get everything up and running.

3. Write a 1-star review with a refund request.

4. PROFIT!!!

5. Report to Envato.

6. Gets disabled. All items from download non accessible anymore

7. Rating removed.

5. PROFIT!!! :D

Just kidding, but I think you can understand what I mean :)

4841 posts Community Mod Building awesome stuff for your mobile devices!
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As an author I strongly believe that we need a refund system of our own . A simple button that refunds the buyer the money and at the same time removes the license privilege, the purchase code information and more importantly the rating!

And if you think this system can be turned to make authors make tons of 5 star ratings I have a solution for that as well. In the downloads menu of buyers, add a button ” Request refund from author” where the buyer states his reasons and can communicate openly with the author. This should also be added for any rating under 3 stars!

It will help us as authors and will prevent tons of hate ratings! And this is a valuable support feature we need and have been asking for, for quite some time.

4841 posts Community Mod Building awesome stuff for your mobile devices!
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Hey guys it’s hard enough to follow a conversation without flooding it with +1 replies….
I don’t agree with you removing the +1 replies. It was specifically said in the first post: We’ll be watching this thread and looking for questions that are coming up consistently to answer them together.

+1 replies show that people agree without having to “flood” the thread with repeated statements. The fact that so many people were +1-ing that comment should be a RED FLAG that it’s something that needs discussed instead of brushed under the rug.

The censorship here is getting a little out of control in my opinion.

Seriously? If everyone here replies to the previous poster with just a +1 and a blockquote, we’ll end up having 1 reply per page. Please follow the forum guidelines and don’t call it censorship when it clearly isn’t. The main +1 with the tone of +1’s has been left visible for all staff members. Nothing can truly be deleted! Just for your information! :)

Please stay on topic. :)

4841 posts Community Mod Building awesome stuff for your mobile devices!
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That is not the point here, when buyers pay for something and it is not free abuse goes up drastically and we have to deal with it not envato. As i mentioned if they regulate this successfully then the price is ok, but envato failed catastrophically to regulate that until now. And lets keep in mind a question… what will do this to overall sales?

From my sale statistics, it should be a welcome income! Not a giant one, but not one I’d take for granted in a year! :)

4841 posts Community Mod Building awesome stuff for your mobile devices!
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This is out for my fellow authors who constantly keep saying they’ll do it for free!

You do know that if you do it for free, and don’t follow the rules of the marketplace, you will eventually confuse buyers into thinking that the support package is optional and only lead to gaming the system and create more 1 star ratings, right?

Think of it this way.

Author XYZ gets a buyer, answers all questions for free, tones of them, he earns millions and doesn’t care about an extra XX$

Author ABC gets the same buyer, asks for payment of support package, starter author or whatever, he wants to go by the rules of the marketplace. The buyer will complain that other authors like XYZ gave him free support, why does he have to purchase it from author ABC when other authors give free support? And this will be the never-ending story of 1 star ratings.

Definition of support and not including customisation: While we are not completely finalised on the definition of support, it will definitely not include customisation/installations. It also does not include the idea of premium or priority support. As we’ve mentioned before, we have to do our best to make the definition as clear as possible to buyers and prominent in the buyer experience and we’re certainly hoping to achieve this to reduce the number of requests outside the definition of support.

The definition of support has been made very very clear from what I see above. As an author, maybe you forgot to write something clearly in the documentation, the buyer asks, you built the file, you answer, you get an extra couple of bucks. He does that a couple of times? So what?! They do it at the moment as well and we’re not getting paid for it!

It’s interesting for me to see how everyone complains about wanting more $$$ but when an opportunity like this arises where you can help buyers and get remunerated for it, everyone jumps to conclusions.

Let me rephrase the TL;DR in shorter terms. You were answering questions and providing support all along, now you’re getting a few extra bucks for that, no one is turning you into slaves!

Authors will keep providing the awesome support and keep answering the questions they have till now, but they get paid for it.

My 2 cents as an author! I will gladly offer support for free from now on as well, but if the rules change and I can make extra $$$ from it, I’ll go for it, and not for the $$$ but for the respect I have for you guys! Giving free support and gaming the system is the same as giving free items with a paid download! We’ll be sabotaging ourselves!

4841 posts Community Mod Building awesome stuff for your mobile devices!
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Did you read the entire thread? You can contact support about these issues ( you always could ) and the unjust rating is removed. No one is holding a gun to your head, and if you are treated unprofessionally, Envato Support will help you! :)
No you can’t. There are dozens threads from authors here about that. The ratings are not removed afaik.

As far as I am aware of the ratings are removed if the reason is justfiable and rules have been broken or the author was “held hostage” for ratings. I know for a fact I locked a couple of solved threads like these.

4841 posts Community Mod Building awesome stuff for your mobile devices!
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You can contact support about these issues ( you always could ) and the unjust rating is removed.
Have you tried to remove unjust rating with Envato support? I reported for Envato support a bug with ratings after ThemeForest update, they fixed it on IT’S website later in a week, while they deal with your unjust rating you will lose buyers

Tried and succeeded. Haven’t lost customers. Still providing top notch support. Still getting sales. Still Elite. Anymore questions?! :P :)

4841 posts Community Mod Building awesome stuff for your mobile devices!
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Yes I am ready. Because I will not add features to my items just because someone purchases support. That’s clearly excluded since it is a customization service.
hehe, it sounds too perfect, what will you do with the 1-star ratings from of dissatisfied customers who demanded from you some customization service as a part of support in their understanding?

Did you read the entire thread? You can contact support about these issues ( you always could ) and the unjust rating is removed. No one is holding a gun to your head, and if you are treated unprofessionally, Envato Support will help you! :)

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