542 posts
  • Exclusive Author
  • Europe
  • Sold between 5 000 and 10 000 dollars
  • Has been a member for 3-4 years
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Contributed a Blog Post
  • Bought between 10 and 49 items
  • Referred between 1 and 9 users
ThemesFever says

Hey,

As the title say, I have a buyer that wants a refund. I won’t mention who, I just want to know what you guys think about this.

He says that he’s not satisfied with the theme, and would like to have a refund.

Have you authors ever dealt with something like this? I need suggestions, opinions, whatever, because I really don’t know what to do regarding this small issue.

Thanks, Eduardo Santos Web Designer @ ThemesFever

215 posts
  • Bought between 10 and 49 items
  • Exclusive Author
  • Has been a member for 3-4 years
  • Referred between 1 and 9 users
  • Sold between 100 and 1 000 dollars
  • United Kingdom
NuclearThemes says

Assuming ThemeForest will allow you to issue a refund, I’d say just go ahead and do it. It’s not worth having someone giving a negative rating / comment and damaging further sales for the sake of $35.

211 posts
  • Has been a member for 5-6 years
  • Bought between 50 and 99 items
  • Referred between 1 and 9 users
  • Exclusive Author
agusmu says

This is our standard answer.

In ThemeForest system, theme author doesn’t have any control with payments and refund requests, please contact ThemeForest support directly http://themeforest.net/support to request a refund. Thanks ;)

Note: We only got 3 refund requests for > 3000 sales.

542 posts
  • Exclusive Author
  • Europe
  • Sold between 5 000 and 10 000 dollars
  • Has been a member for 3-4 years
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Contributed a Blog Post
  • Bought between 10 and 49 items
  • Referred between 1 and 9 users
ThemesFever says

Thank you very much. :)

991 posts Best-dressed man at PressNomics 2013
  • Attended a Community Meetup
  • Author had a File in an Envato Bundle
  • Bought between 1 and 9 items
  • Contributed a Tutorial to a Tuts+ Site
  • Exclusive Author
  • Has been a member for 5-6 years
  • Power Elite Author
+4 more
Parallelus says

Only Envato can give a refund. You should refer them to ThemeForest support. I typically say something along the lines of…

I’m sorry you’re not happy with the product. Authors like myself have no control over the sales/refund process so you will need to contact ThemeForest support for this request.

There has never been a refund given for any of my themes that I’m aware of. The only reason a refund would be given is if a theme doesn’t do what it says or is broken. Usually if one of my customers is asking for a refund it’s because they expected the theme to perform some type of magic like you see in Fantasia where the mops come to life and clean the floors for you. I’ve done a lot of work to make my themes automated, but I have yet to figure out how to program them to read minds and such. :)

This is something that is going to happen. It really does not matter how perfect a theme is, you will have some people that are unsatisfied no matter what you do. Stick to a plan and be consistent in your responses.

542 posts
  • Exclusive Author
  • Europe
  • Sold between 5 000 and 10 000 dollars
  • Has been a member for 3-4 years
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Contributed a Blog Post
  • Bought between 10 and 49 items
  • Referred between 1 and 9 users
ThemesFever says

Thanks for the reply Parallelus. We hope this refund issue can be solved peacefully. I already sent a reply to the buyer saying that he should contact ThemeForest support directly.

It’s sad to receive such email, but we hope it won’t happen again since we’re doing our best to provide a quality service to our customers.

252 posts
  • Elite Author
  • Won a Competition
  • Has been a member for 4-5 years
  • Sold between 100 000 and 250 000 dollars
  • Exclusive Author
  • Bought between 10 and 49 items
  • Referred between 50 and 99 users
der says

Users usually ask for a refund when their “expectations” are not met, specially when they want to do something that is not possible within the theme’s feature set. On 99% of the cases there’s nothing wrong with the theme.

Do your best to solve any bugs present in your themes. The only way they’ll get a refund is if the product is not working, which is rare since themes go through a review process in order to get approved.

Also, there are some pretty annoying people that will make you lose your patience sometimes (try not to, at all costs). Then you tell them one thing or two that makes them uncomfortable, and they will ask for a refund too, either by lack of functionality or by dissatisfaction with your support service.

542 posts
  • Exclusive Author
  • Europe
  • Sold between 5 000 and 10 000 dollars
  • Has been a member for 3-4 years
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Contributed a Blog Post
  • Bought between 10 and 49 items
  • Referred between 1 and 9 users
ThemesFever says
der said
Users usually ask for a refund when their “expectations” are not met, specially when they want to do something that is not possible within the theme’s feature set. On 99% of the cases there’s nothing wrong with the theme.

That’s exactly what our customer said. (by other words of course)

Thanks for all the help. :)

606 posts
  • Envato Staff
  • Blog Editor
  • Senior Reviewer
  • Repeatedly Helped protect Envato Marketplaces against copyright violations
  • Author had a File in an Envato Bundle
  • Forum Moderator
  • Microlancer Beta Tester
  • Sold between 10 000 and 50 000 dollars
+9 more
Siddharth Staff says

As far as I know, refunds are only given for two reasons: 1. Template is broken or 2. Falsely advertised features. Over the past two years, as a reviewer, I’ve authorized zero refunds for TF and just a couple on CC for very old files.

Over expectation on the buyer’s part is not something that the author can really control or influence. If your template doesn’t violate the two rules stated above, you should be good.

Edit: This is strictly from my perspective as a reviewer and is in no way the official stance on this topic. FWIW .

550 posts
  • Elite Author
  • Sold between 250 000 and 1 000 000 dollars
  • Won a Competition
  • Interviewed on the Envato Notes blog
  • United States
+11 more
theMOLITOR says
Parallelus said
It really does not matter how perfect a theme is, you will have some people that are unsatisfied no matter what you do.

Ha, that’s SO true. My most recent refund request was due to the buyer thinking my themes content manager was too complicated for their client. After attempting to clarify the matter, it turned out they actually weren’t happy with WordPress and their issue had nothing to do with my theme.

by
by
by
by
by
by