Posts by htmgarcia

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htmgarcia says

Idea #1 — A time machine to go back to 2010 when I still thought Envato was community driven and listened.

+1 oh man, the old times :)

558 posts I love the web!
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htmgarcia says

Where was the issue? You could have pointed him like, “remove – - – number of section from css, which is for contact form. No more style override from theme now.” This much should not fall under customization.

Hi @tansh,
thanks for joining into discussion.

Is funny when people say “this can be solved easy” lol. Obvioulsy something went wrong from the begining. The ‘form CSS’ request came after the ridiculous 1 star rating because the template doesn’t include shortcodes:

The main low star rating is because you dont have short codes and my clients arent html experts so this this makes your template hard to use..

Happy holidays! :)

558 posts I love the web!
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
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  • Contributed a free file of the month
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htmgarcia says



Hi there! I have read all the comments related to this posts, that was funny.

In my opinion I just think you didn’t start right, (in the fact you are right is not related to your product but with third party) but the communication wasn’t good from start.

If I was in your case, i just have asked his ftp details from start, made the changes (5-6 minutes) and explain that was third part. So instead of spending 2-3 hrs to show who is right and who now, in that case you can spend 5-6 minutes and get better result.

I will also try to avoid this type of public discussion with customer I think is just affect you as seller,

I would suggest to say sorry for all that, try to help, and you will get 5 stars back. Say sorry in the public conversation, try to explain what happen and explain why you have upset, and try to help him.

Good Luck.
That just isn’t going to work for an elite author with a large volume of support… You should make clear lines and stick to the them.
Maybe you are right, but Valentin spent more then few hours to explain that customer wasn’t right, instead of that he just can help.

That is a good point, partially agree.

Something to consider is if customer already provided an unfair rating and keep asking for support (not asking, demanding) like in this particular case. That change the whole situation.

558 posts I love the web!
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
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  • Contributed a free file of the month
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htmgarcia says


Hi there! I have read all the comments related to this posts, that was funny.

In my opinion I just think you didn’t start right, (in the fact you are right is not related to your product but with third party) but the communication wasn’t good from start.

If I was in your case, i just have asked his ftp details from start, made the changes (5-6 minutes) and explain that was third part. So instead of spending 2-3 hrs to show who is right and who now, in that case you can spend 5-6 minutes and get better result.

I will also try to avoid this type of public discussion with customer I think is just affect you as seller,

I would suggest to say sorry for all that, try to help, and you will get 5 stars back. Say sorry in the public conversation, try to explain what happen and explain why you have upset, and try to help him.

Good Luck.
That just isn’t going to work for an elite author with a large volume of support… You should make clear lines and stick to the them.

Hi @visualkicks ,

+1 seems the policy support is the most we can do for now.

Happy holidays! :)

558 posts I love the web!
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htmgarcia says

Hi there! I have read all the comments related to this posts, that was funny.

In my opinion I just think you didn’t start right, (in the fact you are right is not related to your product but with third party) but the communication wasn’t good from start.

If I was in your case, i just have asked his ftp details from start, made the changes (5-6 minutes) and explain that was third part. So instead of spending 2-3 hrs to show who is right and who now, in that case you can spend 5-6 minutes and get better result.

I will also try to avoid this type of public discussion with customer I think is just affect you as seller,

I would suggest to say sorry for all that, try to help, and you will get 5 stars back. Say sorry in the public conversation, try to explain what happen and explain why you have upset, and try to help him.

Good Luck.

Hi @NRGthemes,

About providing small customizations, I do that often even knowing the customization is not included with the template price. Sometimes I provide help on that matter, but I disagree about providing free customizations to a buyer that is not being polite. Is about self respect.

Happy holidays! :)

558 posts I love the web!
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Won a Most Wanted contest
  • Contributed a free file of the month
+5 more
htmgarcia says

We need a amazon style review system were customers can read the reason for the rating and authors can respond to the comments.

Hi @goofydadog,
+1 I like that idea.

IMHO right now is high priority review the ratings (or at least when author request it) to have fair reasons about the given ratings.

I received previously unfair ratings, everybody receive that kind of ratings once in a while. In many of those situations I was able to work with the buyer to fix the misunderstanding. The key point of those situations was pretty simple: customer was polite and able to understood there are limits in support. In some cases I provided small customizations because asking for help in the proper way benefit both sides.

Ask for help being polite is not mandatory, is a smart decition :)

Happy holidays!

558 posts I love the web!
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htmgarcia says

Customer needs to know what is included with each purchase. Customization isn’t one.

Hi @fuelthemes,
+1 agree about your point.

Happy holidays! :)

558 posts I love the web!
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htmgarcia says

@ITPassionates

Writing a proper support policy is not going to help. Rating system is again under controversy. 1 out 100 customer ask to do so many things after buying a template. They even dont understand that how much they are getting in low price.

I had this experience when one customer purchased the item and after asking new changes, he said my theme is not good in look and have issues in frontend. I told him that we have live preview before you purchase item thn how you can say like this now. He rated me 3star and thn I made some new changes for him and he given 5 and after a week time, he rated me 1 star :)

I hope envato staff is also looking into this matter and will come up with solution in newyear

Merry X’mas

Agree about that.
Allowing updating rating can be used as a blackmailing game (strong word, I know) that gives some advatage to the customer to say to the author: “I can’t screw you if you don’t do what I request”.

Happy holidays! :)

558 posts I love the web!
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htmgarcia says

@htmgarcia,

You need to write a proper support policy mentioning what is included in your support and what is not.

Your current policy says you provide support but it doesn’t say what is included in the support and what is not.

That would make the customer’s aware of the scope of the support.

Hi @ITPassionates,
That is a good way to reduce this kind of situations. Just added a short paragraph in my profile. Hopefully that may help in some way in future to clarify what doesn’t include support. In the opposite side, abusive buyers doesn’t care about policies.

558 posts I love the web!
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Won a Most Wanted contest
  • Contributed a free file of the month
+5 more
htmgarcia says

You could report that 1* rating to Envato Support team, they might remove it.
Merry Xmas
Hi @leafcolor,
I already reported to Envato, they repliyed very fast, sadly they say there is nothing they can do even when they recognize the rating is not fair:

The rating is totally misleading, not valid, false, unjustified, etc… I wish I could remove it.

Happy holidays! :)

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