Thank you for the post.
But what does it mean for EU authors? Who will “earn” the VAT? Envato or the author?
That’s important for me, because I live in Italy and I have to declare (as well of the incomes of course) the debit VAT. If I receive this VAT, then I will need to pay this VAT deducted by the credit VAT (if I buy something I pay for the price + VAT, that’s the credit VAT).
Ok, I will try to give my suggestions..
Scope Of Support
- Answering questions
- Fixes for bugs
- Updates for WP and 3rd plugins advertised
Out of scope
- Customizations services. Requests like “I want to move the element X”, “I don’t like the style of the element Y”
- Installations services if the problem is not related to the theme
- Help/compatibility with 3rd party plugins and help with included 3rd party plugins
- Hosting issues
- Answering questions of 3rd included plugins. Most of my themes are WooCommerce compatible, and the 90% of my tickets are related to answering questions of WooCommerce. “Is this possible with WooCommerce?”, “How to add a variable product?”, etc.
* Most of the problems are not related to the theme and checking the website/plugin with the default WP theme can point the user that the issue is in his installation. About the 50% of the time I ask the user to switch to the default WP theme and the issue persists. A note regarding this point to the user (somewhere in Themeforest) can be really useful.
Fair use of support
Some days ago an user opened three tickets for the same problem and post a comment here in Themeforest. In 10 minutes. He was unable to import the XML because he had a limit on the upload_max_filesize parameter. Again, an hosting issue.
Some users are not polite. I’m just asking for an “Hello” and a “Thank you”.
I have some users with 30/40 tickets in two months. Tickets, not requests. Most of those tickets contain 5-10 questions/requests.
Please make these rules clear for the buyer. A buyer needs to know what it’s included in the support before to buy the item. Maybe adding a popup or something like that during the purchase. Please, we don’t want to write thousand of comments/tickets per month explaining what it’s included or not.
How is making it public not helpful for anyone?! You can’t tell me when you see a rating on an item you want to purchase, you have never read through the comments to figure out why someone rated it so. There is no point to a rating system if all it is numbers. If I wanted to, I could leave a 1 star rating for every item in my downloads page and enter a ridiculous statement into the “required” comments section like “12345” and there is nothing that author could do. How is that fair to anyone, the author or potential buyers?!
Quite frankly, this is such a ridiculous debate they should just be removed altogether. I will never understand why authors and buyers alike are so afraid of the rating system being more fair. It works everywhere else doesn’t it or do you complain to other online stores too?As an author I want more freedom. Just because YOU might rate fairly, doesn’t mean everyone does. As a buyer, if someone wants to counter my rating, let them! I will either stand strong by my opinion or admit I am wrong. There is nothing wrong with that.
+1. Yes, I agree with you.
Public ratings are a bad idea, but giving authors the ability to communicate with the person who left the rating ( reply to it and get an aswer back in order to improve ) is something really really really needed!
Why do you think is a bad idea? I’m just curious, because I can’t see anything bad in a public review (like Amazon, etc).
This has been discussed so many times:
The buyer pays for your item. He can rate the item whatever he wants. He “bought” that right. Period.Now, trying to change the buyer’s rating is another problem.
The buyer doesn’t “buy” that right. The buyer pays for one license. Period.
It can rate an item because now the Envato site has this feature. But if in the future Envato decides to remove this feature it doesn’t have this “right” anymore.
Anyway, that’s not the question. Pixedelic is asking for a public review and for the possibility for the author to respond. A buyer can rate the item whatever he wants, that’s not the point.
I totally agree. Public reviews and the possibility for the author to respond publicly. Maybe just with a comment.
I just completed the survey. But really, I can’t understand the sense… Not a mention about our thoughts.
I completed the survey honestly, but if I provide support in 10/15h doesn’t mean that I’m ok for the “mandatory” support. The support for me is a “value”. And I’m a freelance, not an Envato employee.
And in “What proportion of the buyers who raise support queries would you say overuse/abuse their support entitlement?” we only have “more than 10%”? That’s a shame! The real number is 80%!
What about this point?
- Responding to questions or problems regarding the item and its features
“Responding to questions”. OK but… Why I need to respond (for example) to a question in 72h that it’s written inside the theme documentation?