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MelonHTML5 says

The “Support Settings” should be a checkbox instead of radio button. I’d like to answer simple questions directly in “Comments” section, and do complex ones via Email. However, I can only choose to do support via Email or Comments, instead of both.

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justinfrench Envato team says

But the point is this is a marketplace, each authors support terms are completely different. Your point only makes sense if you were forcing the same levels of support, or this was a one author marketplace..

For example I support some plugin compatibility ( for major plugins without identical functionality )

Some authors provide minor customizations for free

So I guess I don’t really see your logic, unless Envato is going to start forcing support levels then its a different story.

As every author is different there will always be a lack of consistency, in both the product and the level of support it has.

Great points to think about, thanks. I think it comes down to how much of a point of differentiation author’s support should be.

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organicbee says

Great points to think about, thanks. I think it comes down to how much of a point of differentiation author’s support should be.

It doesnt matter how much differentiation it should be, if it’s any different then it should be defined by that particular author not Envato.

Whats the point of predefining what support is, when in fact its not the actually support level the author uses.

So then the author has to add “Don’t listen to the stuff posted above I do provide minimal customization for support” or “I support compatibility with major plugins” that seems to be more confusing than having different support terms as if authors are allow to define them user will make a habit of looking at what the terms are before their purchases

You cannot get consistency unless you require a certain level of support from authors. Every author thats posted in this thread has a different definition of what their support is and as they should they are the business owners.

Again if you are going to force a specific support level this is a complete different story.

I know a lot of buyers read theses forums by are generally silent if anyone reads this please chime in on your opinions

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justinfrench Envato team says

I would stipulate that support is not included for questions, edits, styling etc for the plugin, it’s not mine and it’s not necessary to use my theme

Wouldn’t this fall under the excluded “support for 3rd party plugins”?


Unless this is for future plans of introducing a minimum level of support you are thinking of enforcing in the future – but of course that would change the whole terms, conditions, expectations and pricing of items.

To be clear, this not part of a future plan for enforcing support. Maybe we end up there one day (if most authors end up providing it, and agree what it is, and we address the related issues you’ve raised above), but we’re definitely not thinking about this or planning for this.

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jonathan01 says

I’ll say it again… Chris is correct.

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jonathan01 says


I would stipulate that support is not included for questions, edits, styling etc for the plugin, it’s not mine and it’s not necessary to use my theme

Wouldn’t this fall under the excluded “support for 3rd party plugins”?


Unless this is for future plans of introducing a minimum level of support you are thinking of enforcing in the future – but of course that would change the whole terms, conditions, expectations and pricing of items.
To be clear, this not part of a future plan for enforcing support. Maybe we end up there one day (if most authors end up providing it, and agree what it is, and we address the related issues you’ve raised above), but we’re definitely not thinking about this or planning for this.

OK so saying what you said at the end, then why introduce a standard message… ? Sorry none of this is making any sense.

Also what if I created this particular plugin myself (and sell it) and create a theme that uses it, maybe I would support that one. Or if I created a theme that was so dependent on a 3rd party plugin and I would therefore offer support to make sure my theme worked correctly.

Too many options = leave it to the author.

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justinfrench Envato team says

So then the author has to add “Don’t listen to the stuff posted above I do provide minimal customization for support” or “I support compatibility with major plugins” that seems to be more confusing than having different support terms as if authors are allow to define them user will make a habit of looking at what the terms are before their purchases

At this point, all the author has to do is tell us what’s missing for them via the survey. We might find common ground, we might have to change what we’re doing. We won’t ship something that most authors have to fight against in the message below.

The survey helps us get above “I think” / “you think” a bit.

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organicbee says

At this point, all the author has to do is tell us what’s missing for them via the survey. We might find common ground, we might have to change what we’re doing. We won’t ship something that most authors have to fight against in the message below.

The survey helps us get above “I think” / “you think” a bit.

Well the fact that nowhere in your original post states that little bit of text is predefined kind of makes the survey useless unless they read this full thread first.

Actually until I looked closer and saw a post on this thread I didn’t even realize you were predefining things for me(and I had already taken the survey before it). All I saw was screenshot with some possible formatting and I assumed it was author defined as its kind of a no brainer not to be with different levels of support offered by different authors.

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justinfrench Envato team says

Too many options = leave it to the author.

Too many options and too much fine print can have a negative impact on buyer confidence and willingness to purchase. I’ve seen this myself watching buyers use our sites.

I’m happy to keep talking here, but please, if you haven’t already fill in the survey, and tell us what’s different for you to what we’ve proposed.

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justinfrench Envato team says

Well the fact that nowhere in your original post states that little bit of text is predefined kind of makes the survey useless unless they read this full thread first.

Take it again :) Virtually the same text is used in the settings screen and the buyer screen. The survey asks specifically if we’ve included and excluded the right things in our proposed definition of support.

This is all why we shipped the settings before the buyer tab though :)

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