The original concept of selling microstock on Envato is being distorted now. How it did and should work is authors are creating the stock – it is our work, Envato provides the platform to sell on, and Envato takes commission per sale. We don’t work for Envato, we don’t work for the customers – we are creating ready-to-use templates, that are reviewed as working / completed items with all the necessary support documentation at relatively cheap (microstock) prices. Customers get what they paid for. We don’t make profit on a single sale, we only make profit after multiple sales over time.
Individual customer support is only something done at authors discretion – as long as a small percentage of customers ask for support, then it’s still worth while to provide support. But as long as support is not mandatory, authors do not owe customers anything after purchase – they already have got their monies worth. Authors are always protected because support is not part of the purchase, and will prevent any sales reversals based on lack of support.If support is mandatory, authors now owe customers their time, because it appears they have now paid for it. Customers now have more leverage to make demands if their support requirements have not been met. With the addition of support packs, – customers can now buy more of the authors time, and Envato takes 30% commission. Authors are now legally locked into an agreement with Envato and customers and we now work for them – and there will be penalties if this agreement is not met. We will no longer be selling microstock, we will be working as contractors, and our own work is being used as collateral.
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Great reply! I like your policy, and I will follow some of steps in your experience. In my opinion “the ticket system” concept isn’t handy for customer. Thus I think I will prefer to use a bbPress forum with license code verification + membership plugin with payment gateway.