Posts by Enabled

4860 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!

4860 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.

4860 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 :)

4860 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! :)

4860 posts Community Mod Building awesome stuff for your mobile devices!
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So how should I answer the question? Also, if the answer is visible to everyone (at the comments), there would be less buyers who need extended support as time goes since their question has probably asked by someone else. Authors will still be getting less income as the item ages.

Big +1 here! There should be a visible section for support paying customers only. This is actually a win win if we get that.

Support buyers questions enter a new comment section where their question may already be answered.

4860 posts Community Mod Building awesome stuff for your mobile devices!
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@Enabled could you imagine that you have some file, which was sold 100 times (in a year), are you ready to deliver support service and necessary updates for 100 people from day to day during one year for $4000?

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. Read the bellow, it’s taken from here.

I’m ready to go the extra mile for my customers for two reasons. Envato won’t do something like this if they wouldn’t be sure it would work. No offence, but a step this big into both buyers and authors lives could potentially completely destroy the marketplaces. I actually believe it’s a good think if you take into consideration the blockquote posted bellow.

I spend douzines of hours on my documentations to make them as bulletproof as possible, yet I get questions from buyers who don’t care to read. I get anywhere between 3$ and 9$ to answer questions? Sounds absolutely great to me!

Also, let’s get one thing straight. If someone asks you to fix a bug that is actually impossible to fix or only shows up on his end, that gracefully falls under the “do not include : Help with included 3rd party items from the 3rd party author (eg plugins included with themes/templates) “

What is included:

Answering questions about the item’s included features and functionality
Fixes for bugs and reported issues with the item
Updates to ensure ongoing compatibility and patch security vulnerabilities
and NOT included:

Customization services
Installation services or general software platform and CMS help (eg WordPress or Photoshop)
Resolving compatibility issues with 3rd party plugins, themes or items unless advertised
Help with included 3rd party items from the 3rd party author (eg plugins included with themes/templates)
Help with your particular web hosting/server environment

To be perfectly honest with you guys, I welcome this with arms wide open as long as the above definition of support and the one posted here is still valid.

If you get 2 questions a day, at 3$ each, that’s 180$ extra a month. I only see benefits here both for buyers and authors. as long as the definition… as I said earlier! :P

4860 posts Community Mod Building awesome stuff for your mobile devices!
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Hey guys,
Miroslav here from Dream-Theme. ....

If the following statement is still true

What is included:

Answering questions about the item’s included features and functionality
Fixes for bugs and reported issues with the item
Updates to ensure ongoing compatibility and patch security vulnerabilities
and NOT included:

Customization services
Installation services or general software platform and CMS help (eg WordPress or Photoshop)
Resolving compatibility issues with 3rd party plugins, themes or items unless advertised
Help with included 3rd party items from the 3rd party author (eg plugins included with themes/templates)
Help with your particular web hosting/server environment

Then support will be amazing! If people don’t push it. Basically speaking, even the simplest questions will require a support pack. A lot of people here have great great great documentations, but having support packs for the above, sounds actually great! :)

The definitions need to be absolutely clear to buyers though!

4860 posts Community Mod Building awesome stuff for your mobile devices!
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  • Elite Author: Sold more than $75,000 on Envato Market
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@stewboon, how does one define support? If someone purchases a template for $10 then wants all the content of his page added to it, installed, logo changed, contact form modified with new fields, etc etc, surely that’s worth more than 3.75$ (2.62 with fee’s)

The term “support” needs a clear, bold, clear definition upon purchase, because as it’s currently being advertised, support means the author does whatever the buyer wants, for a fee that isn’t worth much.

Basically speaking, the following part:

What is included:

Answering questions about the item’s included features and functionality
Fixes for bugs and reported issues with the item
Updates to ensure ongoing compatibility and patch security vulnerabilities

and NOT included:

Customization services
Installation services or general software platform and CMS help (eg WordPress or Photoshop)
Resolving compatibility issues with 3rd party plugins, themes or items unless advertised
Help with included 3rd party items from the 3rd party author (eg plugins included with themes/templates)
Help with your particular web hosting/server environment

The above must be added, clearly, and in the buyers face when they purchase support.

I can see how authors are worried about abusing this system, since the word support covers a much broader range of services, I fear many will abuse this.

So, in easier terms:

How will Envato define support to the buyers?

Later Edit:

We need a refund button that cuts the ability of the buyer to rate the item if they game the system. It takes too much time and it’s frustrating both for buyer and author to keep on going to the refund page, open a ticket, wait, meanwhile items suffer from bad ratings due to buyers who do not properly understand the definitions of item support / stock items / etc.

4860 posts Community Mod Building awesome stuff for your mobile devices!
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  • Elite Author: Sold more than $75,000 on Envato Market
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Enabled
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I’m not going to call out any names but I hope you can figure out the connection. A power elite author that currently has an item in top 5 popular list has had 2 featured items and has also been a featured author. They have created some amazing items so no doubt that they deserve it.

A few months later they get another item featured however this time under a different account but the same team (which was confirmed via their comments). I won’t call out the item name but think Capital of Sweden? Fishy.. but ok whatever.

And now this week again. Same team. Different account. Featured item. Are we not suppose to notice because they are different accounts? because it’s pretty obvious to me.

So for example, I’m a single man team, but if I hire 5 authors to work for me they can never build items on their own that will hit featured?

I see nothing unfair in this, honestly! :)

4860 posts Community Mod Building awesome stuff for your mobile devices!
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  • Elite Author: Sold more than $75,000 on Envato Market
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Hi Everybody, You may have several items to be proud of, but which one you think you’re proud of the most of all? Mine is the my first item :)

Don’t hate me too much, but I’m going to have to lock this down. Self promotion on the forums is against Community Guidelines.

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