13 posts
  • Bought between 1 and 9 items
  • Has been a member for 3-4 years
garyword says

Hello,

I bought a wordpress theme (Infocus) yesterday, and after ordering it I realized I chose the wrong one (freshserve). I immediately submitted a customer service request, but have heard nothing. How long does it normally take to resolve this type of issue?

I would like to get going building this website :)

Gary

2566 posts Put a Donk On It
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • United Kingdom
  • Exclusive Author
  • Attended a Community Meetup
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Referred between 200 and 499 users
+5 more
ThemeProvince says

Have you downloaded the theme you bought?

13 posts
  • Bought between 1 and 9 items
  • Has been a member for 3-4 years
garyword says

No it hasn’t been downloaded.

Gary

3007 posts
  • Author had a File in an Envato Bundle
  • Bought between 1 and 9 items
  • Elite Author
  • Europe
  • Exclusive Author
  • Has been a member for 4-5 years
  • Referred between 100 and 199 users
+2 more
duotive says

No it hasn’t been downloaded. Gary

Don’t download it !! You may get a refund !

2566 posts Put a Donk On It
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • United Kingdom
  • Exclusive Author
  • Attended a Community Meetup
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Referred between 200 and 499 users
+5 more
ThemeProvince says


No it hasn’t been downloaded. Gary
Don’t download it !! You may get a refund !

I think he’s guaranteed a refund if he hasn’t.

255 posts
  • Bought between 10 and 49 items
  • Elite Author
  • Exclusive Author
  • Has been a member for 5-6 years
  • Sold between 250 000 and 1 000 000 dollars
  • United States
BuchmannDesign says

Even if no refund, I think if you ask, they will at least give you “credit” toward another theme.

851 posts Envato Studio Communications Manager
  • Envato Studio (Microlancer) Beta Tester
  • Envato Staff
  • Has been a member for 5-6 years
  • Attended a Community Meetup
  • Bought between 50 and 99 items
  • Contributed a Blog Post
  • Interviewed on the Envato Notes blog
  • Australia
+2 more
Jordan_M Staff says

Hey guys!

Support usually takes around 24 hours to respond to tickets, assuming you haven’t downloaded the file you will get a credit :-) To be clear, we usually never refund cash except as required by law or in exceptional circumstances.

13 posts
  • Bought between 1 and 9 items
  • Has been a member for 3-4 years
garyword says

Thanks guys. A credit towards “Infocus wp” would be perfect.

Gary

13 posts
  • Bought between 1 and 9 items
  • Has been a member for 3-4 years
garyword says

Come on ThemeForest staff, it’s been about 35 hrs since reporting this. I’ll think twice about buying here again—and I had planned on using these themes for client sites.

2263 posts Bird is the word..
  • Elite Author
  • United States
  • Sold between 250 000 and 1 000 000 dollars
  • Has been a member for 6-7 years
  • Referred between 200 and 499 users
  • Bought between 100 and 499 items
  • Envato Studio (Microlancer) Beta Tester
  • Exclusive Author
+3 more
jonathan01 says

I have NEVER had a reply from support anywhere near 24hrs – in fact most NEVER get replied to ever – just sayin that support needs more bodies behind it – example I sent support an email last week with regard to something and still have not heard a thing back.

Just wanted to bring it to your attention mods as I see the same reply ever since I joined – not sure if one department does not talk to the other, but generally it’s always been rather a failure in the usually efficient Envato model.

by
by
by
by
by
by