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familychoice says

note that flagging a comment it doesn’t mean it is removed, but only temporarily disabled till a staff member can look at the comment. Staff presence on marketplace on weekends is low so it may take a couple of hours or a day till someone will look at the comment to see if temporarily hiding the comment was appropriate or not.

The comments didn’t seem to be flagged, I checked for a reply a few hours later and they’d disappeared completely, only a recent comment has been flagged. If they were flagged then they removed very quickly afterwards.


not all authors prefer to offer support via Comments, therefore he might want your comment to be removed since he stated you can contact him trough another method.

The author doesn’t have his own support forum, and has previously stated customers use the customer comments section for support, though he now prefers to deal with issues via email. Sometimes this isn’t effective though, and the most appropriate method is to use the comments section.

This wasn’t a wholly support related issue anyway, but a follow up on promises by the author himself to fix bugs and improve existing functionality. Many authors use the comments section to promote new or forthcoming features, so it only seems fair that customers are also given the opportunity to provide feedback on the delivery of these promises in the same manner.


I don’t think there is such thing as censorship in the comments section of the Items, for example I could go to other authors Item and start posting idiotic comments, if he removes them that’s just fine because he might have some reasons by doing that.

There is, we didn’t, and he doesn’t. There can be no justification for removing his own promises of fixing issues and adding new features in a forthcoming update.

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RomanosMusic says

Whatever happened to good old customer service, and more importantly, accountability?

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greenline says

I am author too but I must agree with familychoice this time. Read his first post: he asked politely, he tried to clarify things. It’s not like he gave a negative comment/rating without asking for explanations first.

I do not agree too with authors who remove comments when they are negative and they could affect their sales. I am also a buyer, not only an author and I like to see in the comments section (before & after purchase) the potential issues. The comments section should reflect the positive and negative parts of the product. I do not agree with hiding defects. And also, making a new product to include the new features, instead of including them in the existing product, seems a very bad idea. (I bet someone will “punish” me with some negative comment after posting here my opinion)

An example: recently, I also purchased a theme. I have carefully read the product description, then the comments and I thought the theme was enough to make my website fully functional. So I purchased the theme. Then, in the theme documentation, I found out that besides the theme, I should also buy an external plugin which costs 40$. Which I did, I purchased the plugin too, but it would have been nice if I had knew from the beginning…. Then, after purchasing the plugin too, I found out from the documentation included in the plugin download that I should also upgrade my PayPal from Premier to Pro, which means higher fees…Which I do not intend to do….This is one type of thing that affect you as buyer on envato marketplaces.

Regarding my products: I only removed once a comment, coming from a buyer which commented only with “very bad, not buy”. I asked for details. He insisted with “very bad, do not buy”. I offered my support to make any change requests for free and answer any question he might have. All these in the public comments section. No result, so I decided to report the comment because I thought it was a competitor with bad intentions. When someone says that a product is bad, I expect to see also some details about what’s wrong, etc But otherwise, I like to keep all the comments visible, the negative ones too.

Also, for instance, when someone is asking something about your product in the comments section, it’s frustrating for them to send them to your support system, to register and ask there. The product is on codecanyon/themeforest, so the comments, support should be also there. In my humble opinion.

So I fully agree with familychoice.

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familychoice says

@RomanosMusic, @greenline – thank you!

To be fair to the plugin author he’s trying to provide a lot of features for a relatively small price and initially he was very helpful. Unfortunately he seems unable to fix the usability issues we’re having and so has instead decided not to even try and remove the functionality completely. With the plugin in it’s current state, really we wouldn’t have bothered with it, and when we discovered it’s limitations we would have asked for a refund.

Instead the author tempted us with promises of improved functionality, fixes and new features so we persevered and waited for the updates, but he has now changed his mind, and removed his and our comments and feedback relating to these promised improvements and fixes.

Time and time again we seem to have this problem with authors promoting features and services that they then withdraw, or promising great new updates to their products to attract new sales but then not providing them. And now comments appear to have been doctored to cover the evidence.

Envato really need to get a grip on this.

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contrastblack Envato team says

And now comments appear to have been doctored to cover the evidence. Envato really need to get a grip on this.

Hey everyone,

First off, I’d like to thank you all for your feedback on this process. From what I gather, there are however some perspectives which to either side of the camp seem unbelievable (Buyers / Authors), and for which we are put into a certain light which can’t be further from the truth.

When a comment is reported, we do not have access to check your prior communication, or promises made by the Author in the past, nor is it within our attributions or intentions to police these. Therefor, we only get but a limited view of the discussion, and sometimes, this leads to a more cut-and-dry removal/ignoring process. The only way for you to help us understand the situation, is by clarifying it through the appropriate means of communication (Support), if such cases occur.

I need to repeat what KingDog mentioned earlier. This is not an attempt at censoring anything, or “doctoring evidence” as you’d put it, it’s simply a matter of process and following a set of rules.

While I completely agree with you on the need for such matters to be investigated, you also need to understand that in order for that to happen, one needs to follow a specific, and dare I say obvious, means of communicating it. That would be via the Support channels, and not via the Item Comments section. Simple as that. The Forum Rules apply throughout the sites, including on the Item Comments section, and as such, there was indeed a reasoning behind their removal. As I believe was also mentioned earlier, this includes anything from the mention of a refund (as that already is no longer feedback, but something that should go through Support) right down to negative and non-constructive feedback. As I personally haven’t had the chance to read said comments, I’m unable to pin-point the exact reason, but I can assure you that “censorship” wasn’t one of them :)

And again, as KingDog said, errors sometimes happen, and a legitimate comment may be removed, but that is not the general way of dealing with feedback… That’s rather a random occurrence for which indeed apologies are in order, as I can certainly understand your frustration given the current situation.

That being said, please be so kind as to provide the ticket number, if you opened one, either here or via my profile page, and I would be happy to look into it.

Thank you for your understanding.

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Australia says

To be fair, and just to add my tuppence happenny …

There is NO clearly defined immediate route within item to contact support, report item, etc.

Its a convoluted affair of raising a ticket ( via a right rigorous rigmarole ) which is great for you guys, but is crap from users pov.

To add, if you dont have the tools to see what was reported… Why not go the whole hog and allow authors total control over ratings too

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contrastblack Envato team says

To be fair, and just to add my tuppence happenny …

There is NO clearly defined immediate route within item to contact support, report item, etc.

Its a convoluted affair of raising a ticket ( via a right rigorous rigmarole ) which is great for you guys, but is crap from users pov.

To add, if you dont have the tools to see what was reported… Why not go the whole hog and allow authors total control over ratings too

Again, some amazing feedback :) (well, most of it, except for the last part)

Support, as a separate site, although linked in the footer, might be worth adding as a more visible option on the item pages… but we also need to keep in mind that this might lead to a confusion and read as “Item Support”, which in turn opens up a whole other heap of problems. As this is not my area of expertise, I’ll be sure to bump this thread to the appropriate Staff.

Keep it up guys, and thank you!

P.s: there is a more visible link to Envato Support via the “Support Tab” (just checked to make sure)

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familychoice says

When a comment is reported, we do not have access to check your prior communication, or promises made by the Author in the past

You do have access to the prior communication, it’s all there in the comments section. That’s one of the benefits of using the comments section as everyone can see it.


I need to repeat what KingDog mentioned earlier. This is not an attempt at censoring anything, or “doctoring evidence” as you’d put it, it’s simply a matter of process and following a set of rules.

So what ‘rules’ have I broken, in querying why a previously promised bug fix and functionality update was not provided? What rule does that break?


While I completely agree with you on the need for such matters to be investigated, you also need to understand that in order for that to happen, one needs to follow a specific, and dare I say obvious, means of communicating it. That would be via the Support channels, and not via the Item Comments section. Simple as that.

I have, I submitted a support request yesterday morning before I started this thread, but you haven’t responded.


right down to negative and non-constructive feedback.

How am I supposed to provide positive and constructive feedback when querying why promised fixes have not been done, and promised improvements in the plugins functionality have not been provided? How do I write positive feedback when instead of improving and fixing issues with his plugin the author has simply removed essential functionality altogether and has told purchasers they’ll have to buy another plugin to fill in the missing functionality?

This is very enlightening, if you’re removing ‘negative’ customer feedback from the comments sections then those sections have been pruned to present a biased view of the products, and as a result are of no value whatsoever for customers who are attempting to put in some research and make an informed purchase.

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loveetc says

@familychoice

I remember reading some of your previous post about similar topic. I have a suggestion for you, if you think comments section is not useful, only buy those items which have all 4/5 ratings. It would mean that all customers are satisfied with that and if you would still have problem with that product, it would mean that probably there’s something wrong with your setup.

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CodingJack says

While I completely agree with you on the need for such matters to be investigated, you also need to understand that in order for that to happen, one needs to follow a specific, and dare I say obvious, means of communicating it. That would be via the Support channels

This is what I don’t quite understand. For cases like this, contact support, be patient, and if the issue is in fact an issue, the author will be asked to fix it. It’s a much more effective solution than a comment ever would be.

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