91 posts Be different!
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • Referred between 500 and 999 users
  • Exclusive Author
  • Has been a member for 3-4 years
  • Bought between 10 and 49 items
UnitedThemes says

Hi,

a few weeks ago we received a bad rating from a customer who wasn’t happy with one of our themes. He managed to find his way into our support forum and asked a few questions about the theme setup and stuff like that. At the same time he asked Envato for a refund, which was granted by Envato a few days later. While the user was still in our forum, he constantly received support and it turned out, that in meantime he is happy with the theme and our support. But he not mentioned that he has been refunded in the past.

We kindly asked him to change his rating, because if everything is fine, there is no need to leave a bad rating. Starting from this point we did not heard back from the customer, so we decided to cut the theme support for him and suspended the user account. Today he wrote us again on the forums , with a new account and a new purchase key, asking why he has been banned and if this ban has something to do with the refund a few weeks ago.

How can it be, that ratings remain inside the system even if the customer received a refund?

Why do we not get an information which user received a refund? Where is the deal to help and support people who own a free copy of our theme and gave us a bad rating?

So we are not able to answer on bad ratings ( which are 90% wacko at the current stage ) as if this wasn’t enough , bad ratings of refunded items remain…

Could you please clarify the situation? An official reply is highly appreciated

Looking forward to hearing from you!

Best Regards United Themes Crew

71 posts
  • Sold between 10 000 and 50 000 dollars
  • Exclusive Author
  • Has been a member for 5-6 years
  • Europe
  • Bought between 50 and 99 items
  • Referred between 200 and 499 users
JollyThemes says

yeap 100% agree! After getting the refund, why the rating still in count? I think no need :).

47 posts
  • Referred between 1 and 9 users
  • Bought between 1 and 9 items
  • Sold between 1 000 and 5 000 dollars
  • Exclusive Author
  • Has been a member for 0-1 years
Jillur_rahman says

Why do we not get an information which user received a refund and sale reversal?

5207 posts
  • Envato Staff
  • Has attended an Envato Live event
  • Support Staff
  • Has been a member for 4-5 years
  • Attended a Community Meetup
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Bought between 50 and 99 items
  • Canada
  • Community Ambassador
+8 more
KingDog Staff says

As mentioned previously, a refund can still provide valuable feedback on a item’s functionality and presentation. In those cases we will still allow a user to rate.

97 posts
  • Elite Author
  • Has been a member for 4-5 years
  • United States
  • Sold between 250 000 and 1 000 000 dollars
  • Referred between 200 and 499 users
  • Bought between 10 and 49 items
  • Exclusive Author
2winFactor says

As mentioned previously, a refund can still provide valuable feedback on a item’s functionality and presentation. In those cases we will still allow a user to rate.

Sure, that’s true – but an author wouldn’t want to give support for an item that’s been refunded. I don’t think authors like giving away their time and money for free…

1721 posts Don't Worry, Be Happy
  • Beta Tester
  • Grew a moustache for the Envato Movember competition
  • Elite Author
  • United States
  • Sold between 250 000 and 1 000 000 dollars
  • Has been a member for 3-4 years
  • Referred between 200 and 499 users
  • Most Wanted Bounty Winner
+2 more
FinalDestiny says

As mentioned previously, a refund can still provide valuable feedback on a item’s functionality and presentation. In those cases we will still allow a user to rate.

There’s a difference between “CAN” and “WILL”, can implies a possibility ;)

35 posts
  • Exclusive Author
  • Bought between 1 and 9 items
  • Has been a member for 0-1 years
  • Referred between 1 and 9 users
  • Sold between 5 000 and 10 000 dollars
RepublikWP says

As mentioned previously, a refund can still provide valuable feedback on a item’s functionality and presentation. In those cases we will still allow a user to rate.
When a buyer get refund, they should be have no business to the item anymore. Their status change from “buyer” to be “not a buyer.”
That mean they should be can not give make review or can not ask support.
1579 posts Chris Robinson
  • United States
  • Sold between 250 000 and 1 000 000 dollars
  • Elite Author
  • Has been a member for 5-6 years
  • Author had a File in an Envato Bundle
  • Referred between 500 and 999 users
  • Author had a Free File of the Month
+5 more
contempoinc says


As mentioned previously, a refund can still provide valuable feedback on a item’s functionality and presentation. In those cases we will still allow a user to rate.
Sure, that’s true – but an author wouldn’t want to give support for an item that’s been refunded. I don’t think authors like giving away their time and money for free…

Huge +1 to this, makes no sense if a buyer has been refunded we should be notified so we can revoke support.

16 posts
  • Bought between 10 and 49 items
  • Elite Author
  • Exclusive Author
  • Has been a member for 3-4 years
  • Indonesia
  • Referred between 50 and 99 users
  • Sold between 50 000 and 100 000 dollars
ThemeWarriors says

As mentioned previously, a refund can still provide valuable feedback on a item’s functionality and presentation. In those cases we will still allow a user to rate.

Wow, how can it be allowed? Didn’t you guys ever think that a competitor who doesn’t like a theme can simply bought the theme, place 1 star rating then submit a ticket to Envato support and making-up excuses to get a full refund and once he get a refund the rating still remain.

1721 posts Don't Worry, Be Happy
  • Beta Tester
  • Grew a moustache for the Envato Movember competition
  • Elite Author
  • United States
  • Sold between 250 000 and 1 000 000 dollars
  • Has been a member for 3-4 years
  • Referred between 200 and 499 users
  • Most Wanted Bounty Winner
+2 more
FinalDestiny says


As mentioned previously, a refund can still provide valuable feedback on a item’s functionality and presentation. In those cases we will still allow a user to rate.
Wow, how can it be allowed? Didn’t you guys ever think that a competitor who doesn’t like a theme can simply bought the theme, place 1 star rating then submit a ticket to Envato support and making-up excuses to get a full refund and once he get a refund the rating still remain.

Exactly. How can the rating still be there if you, oficially, didn’t pay for the product? This makes absolutely no sense!

by
by
by
by
by
by