I see you guys having sold a lot, yet nobody figured this obvious reason on why envato doesn’t do it.
The most that Envato can do is let the ratings be disputed. But you do realize that if they gave you that permission, users will be harassed to a whole new level? And please don’t say ‘we won’t push them.’ it’s a fact that you as me aswell ( I did it ) will contact them as much as we can to get this fixed, because we know it’s unfair.
Everybody will be contacting the ones who rate (they won’t even respond, I guarantee.) badly and we’ll have lots of new threads about ‘I’m being harassed’ and what does that mean? Lower sales for Envato. Because the pissed off customer who always think he’s right will always say that it’s not his fault and he’ll just grab his toys and leave crying. Plus, he’ll tell his others friends aswell!
I as everyone here want to be able to erase such ratings, because I can’t even contemplate what the guy was thinking when he left a 1* rating for “not being able to install the theme” or other reasons that you guys stated. But that’s not the answer.
And by the way, by the time they respond to you, most likely with a “I don’t care, bla-bla.”, the rating would’ve already ruined your item (if it did). So there’s no point for the short-term. Long-term, yes, but the first days in a theme’s life are crucial to see if it’s a best-seller or not.It’s just not good business. For now, all we can do is move on or make the customers follow some basic tutorials. But even so – if Envato removed their ratings to an item, they’d just be pissed. Plus they’re “business persons” and in theory, they won’t have the time to watch them.
I agree that if angry author contacts angry customer it can’t be good. But authors can’t just be boxing bags for such customers and “move on” like nothing happened.
I think Envato should participate more in this situation. if customer believes theme is not working there should be easy and fast way to contact Envato support directly and ask for quality check instead to give one star rating and leave with his believes (something like big visible button for contact support, but really visible one and fast support response, of course). This way he would get official answer about theme quality from someone who’s above theme’s author. There should also be some kind of visible quick tutorial for customers when they purchase theme about what is WordPress theme, how to use it etc. Some basic information to avoid html instead of WordPress wrong purchases etc…
@KingDog One question about extended license. Is it important to purchase the extended license using Themeforest account where theme which contains the license will be released or license can be purchased from another Themeforest account and license somehow transferred to account where theme will be released?
My themes have very transparent descriptions and I always help to my customers even for small customization if they have 2-3 questions per one or two days. But sometimes it continues for days in this case for weeks. Once you have to stop that and just remind customer that support doesn’t cover customization, that is only my good will.
I helped this customer to set up theme, step by step but he continued to ask how to change font, color etc. Then bugs with font family appeared. Those bugs doesn’t exist in my theme preview, which means something is messed up with code. At the end he suspected that “code is probably [language removed] up” and then I told him to ask support if he believes theme doesn’t work well.
What can I do in that situation? I can’t do my regular job because of so much questions daily and it is really frustrating.
I just got one star rating from customer who were asking me questions for about one month about my theme it seems he was expecting every part of his website should be customized for free. And when I refused to customize it at the end he wasn’t satisfied. If I knew that I would never help him. The problem is how to stay calm in this situation?
Great sales this month!
First I think it is not good practice theme to be too much dependable on any plugin, there always should be alternative way for theme to work. +1 for TGM. In TGM there is option to choose between “recommended” and “required” plugins for import so you can set important plugins as “required” plugins for import.
No. If design is not good theme can be hard-rejected. If design is good and theme has only errors in code it can be only soft rejected until you fix errors.
Good sales mostly for my old themes.
There are unique themes but “the same looking themes” are selling best and they take buyers attention because of number of sales that they have and then we have that “same looking themes” circle…
Also it is not the true that the best support is if author has elite status or “most popular” theme. You will get more attention as buyer from small authors because they have more time for support and they fight for buyer’s attention that way.
virtuti, maybe you’re right. But he just wants to give that refund so…
SkatDesign, the worst think you can get from this is one star rating.