Posts by ThemeBeans

619 posts WordPress Gurus!
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ThemeBeans
says




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! :)

Unfortunately, this is also how I feel about the way Envato handles this issue (that Envato has made up its mind for this plan and won’t change a thing regardless of what us authors suggested). It’s not that I won’t accept others’ opinion. After all these ‘discussions’, I still haven’t changed my mind regarding paid support because I haven’t received any satisfactory answer to the potential problems posed by paid support, and the benefits still can’t outweigh the potential problems.

  1. Is paid support really a ‘burning issue’? I don’t see much complaints regarding this compared to the complaints made for ratings system, so why must it be launched before ratings system is fixed?
  2. Why should authors be forced to opt in to Envato’s paid support in order to get the ‘Item offers support’ tag (or advertise that the item is supported)? Third-party support is still a type of support, it should probably be labelled ‘Item offers third-party support’ (or other labels) instead of ‘Item does not offer support’ and should not have any negative effects on buyers’ search results as long as there’s support offered. Envato claims to be a platform, so authors should have the rights to choose their preferred support method.
  3. What happens if the author removes his item within 6 months from launching it (or removing it while there are buyers with support extension plans)? How will support extension which has already been paid by buyers be handled in these cases? Full refund from author?

You see, these are some of the questions which are yet to be addressed by Envato. I don’t think they have been answered in any of the posts (sorry if they have been ‘answered’ but I couldn’t see these questions being clearly addressed), so when you said ‘every answer you receive you still have your the same opinion.’, it’s not true. I’m still waiting for the answers.

That’s completely fine, since you can opt-out…
How I wish it’s completely fine. Until #2 above is addressed, I can’t opt out without having greater negative impact to my items’ sales. By saying that my item is not supported when it is, in fact, supported, that is actually false advertising by Envato. It should be stated as ‘Item offers third-party support’ (or something in that sense) and I hope Envato will at least listen to this.

+1 for the third party support notice. Though I don’t see this happening. Envato wants to capitalize on this new monetary venture and “forcing” authors to opt-in is how they’re gonna make it happen.

619 posts WordPress Gurus!
  • Has sold $250,000+ on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Made it to the Authors' Hall of Fame
  • Won a Most Wanted contest
+5 more
ThemeBeans
says

@trung_le One thing that puzzles me is with the changes being implemented by authors, won’t the site end up looking like a bit of a mess?

Ha, it’s already a hot mess! ;)

619 posts WordPress Gurus!
  • Has sold $250,000+ on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Made it to the Authors' Hall of Fame
  • Won a Most Wanted contest
+5 more
ThemeBeans
says

Great plugins – use them both on our primary website.

619 posts WordPress Gurus!
  • Has sold $250,000+ on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Made it to the Authors' Hall of Fame
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ThemeBeans
says


...
... 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.

In the end, it’ll be our problem and our shops’ reputations on the line. If someone’s unhappy – that hardly falls on Envato, buyers will just buy from a different author.

Ah gotcha, so we’re basically not allowed to do support outside of their terms – even if we opt out of the support packs, we’re not allowed to say we support our items.

619 posts WordPress Gurus!
  • Has sold $250,000+ on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
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ThemeBeans
says

Yup, prefix all the things :)

619 posts WordPress Gurus!
  • Has sold $250,000+ on Envato Market
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ThemeBeans
says


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!

I agree with much of your post, but I don’t believe it’s completely on point. I fear that every buyer who has been getting “free” support for the last couple of years will be expecting “more” now that they have to pay for it – no matter how much you post the “rules”. I seriously do not believe that 99.86% of buyers will welcome this change – I’d position myself to say nearly the exact opposite… who wants to pay for something they were already getting for free, and literally get nothing new/more in return.

Also, there’s the argument that buyers will prefer items which author’s promote “free support”, not paid support-packs. I’d bet my right hand we’ll see ”$XX dollar value in FREE support when you buy our theme” right below the main item featured image. The only way to combat this would be if Envato says it’s not allowed – which in turn would mean we’re not allowed to promote our own support systems, so we then have to opt-in to the new support packs. Give it a year or two (if even that) and we won’t be allowed to do support outside of these support pack offerings – due to newly crafted rules (can’t promote or mention it on our pages/docs), which would protect Envato’s new revenue stream. Or simply b/c we can’t afford to have that “This item is not supported” banner over our products – even if we do.

Sure the idea of selling more stuff here sounds good up-front, but I think this just is not the right way to do things. I see yearly licenses (support and updates) as the way to progress in this industry. Without yearly licenses, there’s hardly any motivation to keep an old item relevant – especially when that item falls off the radar after a few months, barely tracking meaningful sales… unless you’re lucky enough to make it onto the popular list – or buy your way on it ;).

That’s just my take on this – but I gotta get back to work. Nothing us authors say will change the direction Envato is heading.

619 posts WordPress Gurus!
  • Has sold $250,000+ on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Made it to the Authors' Hall of Fame
  • Won a Most Wanted contest
+5 more
ThemeBeans
says



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! :)

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..

619 posts WordPress Gurus!
  • Has sold $250,000+ on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Made it to the Authors' Hall of Fame
  • Won a Most Wanted contest
+5 more
ThemeBeans
says




What happens when an author offers support but chooses not to sell support packs (because it’s a bad idea)? Are we going to see a giant red warning instead?

THIS ITEM IS NOT SUPPORTED

We do notice the giant boot Envato is raising over our toes.
Unfortunately yes – in previous discussions staff said there is no opt-out of extended support offer if you choose to support, you would have to opt-out of support.
Seriously!? Good grief…..
For reals, official response here

So basically, it’ll say we don’t support – if we don’t do it Envato’s way?

619 posts WordPress Gurus!
  • Has sold $250,000+ on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Made it to the Authors' Hall of Fame
  • Won a Most Wanted contest
+5 more
ThemeBeans
says

TC is the best way to go for sure. I’ve been at it for 2 years now and haven’t looked back once. :)

619 posts WordPress Gurus!
  • Has sold $250,000+ on Envato Market
  • Elite Author: Sold more than $75,000 on Envato Market
  • Made it to the Authors' Hall of Fame
  • Won a Most Wanted contest
+5 more
ThemeBeans
says

Really though… Who approved this? Ironically enough, such a disastrous design/approach like this would never been approved for sale via ThemeForest. I, for one, am not enabling this on my items.

Rich

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