Posts by MhW

200 posts Marketplace Support
  • Envato Staff
  • Support Staff
  • Has been a member for 5-6 years
  • United Kingdom
  • Referred between 1 and 9 users
  • Bought between 50 and 99 items
  • Exclusive Author
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Attended a Community Meetup
MhW Staff says

yes very odd i open my request 25 to 28 june but get no response also i cant find my id may be lose it please check my other response it opened a week ago : Unique ID : 8824

Brilliant, thanks Benham!

Interesting. I can’t find any tickets in either of our Support systems that were opened between 25th and 28th June, perhaps they didn’t make it through at all?

I’ve assigned #8824 to myself and will be following up with you within the next few hours :grin:

Christian

200 posts Marketplace Support
  • Envato Staff
  • Support Staff
  • Has been a member for 5-6 years
  • United Kingdom
  • Referred between 1 and 9 users
  • Bought between 50 and 99 items
  • Exclusive Author
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Attended a Community Meetup
MhW Staff says

Hey Benham!

2 weeks ago i opened a support ticket.currently i got nothing about my problem .

Hmm, that’s odd! 2 weeks is definitely too long for a Support response. Could you let me know your Ticket ID?

Thanks! :grin:

Christian

200 posts Marketplace Support
  • Envato Staff
  • Support Staff
  • Has been a member for 5-6 years
  • United Kingdom
  • Referred between 1 and 9 users
  • Bought between 50 and 99 items
  • Exclusive Author
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Attended a Community Meetup
MhW Staff says

I’m also still waiting for a response after a few days – any update on mine?

Edit: The issue I reported has been fixed anyway, so maybe that’s why I didn’t get a reply :)

Hey Sam!

We’d still reply to your ticket even though the issue has been solved, just to check in and see if there’s anything else we could do for you :grin:

The approximate waiting time is ~5-7 days at the moment, although a couple of staff are just returning from leave, so this will hopefully return to normality soon :grin:

Christian

200 posts Marketplace Support
  • Envato Staff
  • Support Staff
  • Has been a member for 5-6 years
  • United Kingdom
  • Referred between 1 and 9 users
  • Bought between 50 and 99 items
  • Exclusive Author
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Attended a Community Meetup
MhW Staff says

Hey petkof,

A couple of your tickets are right at the front of the Support queue (literally, #1 and #2).

Our Australia-based Staff start within the next hour or two, so you should hear back from us real soon. As Iman said though, in the future as long as you’ve opened the ticket from the email address on your profile, you can just submit the ticket and upload the item(s) straight away. You don’t need to wait for a Support Team confirmation :grin:

Christian

200 posts Marketplace Support
  • Envato Staff
  • Support Staff
  • Has been a member for 5-6 years
  • United Kingdom
  • Referred between 1 and 9 users
  • Bought between 50 and 99 items
  • Exclusive Author
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Attended a Community Meetup
MhW Staff says

Found the rating. No refund has been issued for this item, so they still have the ability to rate.

200 posts Marketplace Support
  • Envato Staff
  • Support Staff
  • Has been a member for 5-6 years
  • United Kingdom
  • Referred between 1 and 9 users
  • Bought between 50 and 99 items
  • Exclusive Author
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Attended a Community Meetup
MhW Staff says

Hey Ruben,

Can I ask which item the rating was left on?

Thanks :grin:

200 posts Marketplace Support
  • Envato Staff
  • Support Staff
  • Has been a member for 5-6 years
  • United Kingdom
  • Referred between 1 and 9 users
  • Bought between 50 and 99 items
  • Exclusive Author
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Attended a Community Meetup
MhW Staff says

If you have downloaded it then you can’t get a refund
Not necessarily :)
200 posts Marketplace Support
  • Envato Staff
  • Support Staff
  • Has been a member for 5-6 years
  • United Kingdom
  • Referred between 1 and 9 users
  • Bought between 50 and 99 items
  • Exclusive Author
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Attended a Community Meetup
MhW Staff says

Quite sad that Purchase button errors have to wait on the same queue of usual support. 3+ days waiting is too much for a new item.
Hey VF!

3+ days is absolutely far too long for high priority issues like this to be seen. This is one of the reasons it’s important to have multiple Support Channels.

The Twitter Support channel really serves 2 main purposes:

1) To bring to our attention high priory issues that need immediate attention (Downtime, purchase bugs, broken links, security issues etc)
2) Ticket updates, so if you have a ticket already open with us and haven’t received a reply for a while, we can check on it’s progress and let you know where it’s at. :grin:


umm I’ve seen tons of support team member/community leaders suggesting to tweet for faster support responses….

There seems to be a misconception floating around that we’ll instantly reply to any ticket ID that’s tweeted our way. The truth is that unless the ticket meets one of the above criteria, it’s only fair to allow the ticket to run it’s natural course in the queue. :grin:

Christian

200 posts Marketplace Support
  • Envato Staff
  • Support Staff
  • Has been a member for 5-6 years
  • United Kingdom
  • Referred between 1 and 9 users
  • Bought between 50 and 99 items
  • Exclusive Author
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Attended a Community Meetup
MhW Staff says

Hey there!

Nice and quick fix here, just replied to your ticket :grin:

Christian

200 posts Marketplace Support
  • Envato Staff
  • Support Staff
  • Has been a member for 5-6 years
  • United Kingdom
  • Referred between 1 and 9 users
  • Bought between 50 and 99 items
  • Exclusive Author
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Attended a Community Meetup
MhW Staff says

Ok I still have a weird problem….

I withdrew all my money which has now happened…. but I only made one sale today which I got $5.83 but my total is saying $14.84…. I see there are 4 sales in the earnings tab but the withdrawal tab only shows one.

Is this related to the bug earlier?

Hey Matu!

Can I ask if this is still a problem for you? I’ve just checked your account and everything (statement / sales / balance / withdrawable balance) is matching up as expected.

Thanks :grin:

Christian

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