152 posts
  • Has referred 10+ members
  • Has sold $5,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Located in United Kingdom
+2 more
wppowered says

What are your views on customers requesting mods on your themes/templates etc that they have purchased, for free?

Is this something we should be doing as a part of our customer service for the customer?

204 posts Bold WordPress Theme Development
  • Has been part of the Envato Community for over 6 years
  • Has referred 200+ members
  • Has sold $250,000+ on Envato Market
  • Interviewed on an Envato blog
+5 more
srhnbr says

I take suggestions and requests for new features and if I see it would add to my theme’s value and will generate more sales then I update the theme with the additions. Without charging the buyer that wanted the extra feature.

However, I had people that came and wanted simply a different design so that their theme will not look the same as everyone else’s. In this case, I charge for the work I do.

I must say here that when people make their own modifications and just need a helping hand here and there with how to write this or that with css or where in the css do they find something I do it for free.

I find that most people do appreciate my effords to accomodate them and most times they will return the favor by purchasing more themes from me which results in more sales :)

So I guess it boils down to you and the individual situation

208 posts
  • Has been part of the Envato Community for over 6 years
  • Has referred 100+ members
  • Has sold $10,000+ on Envato Market
  • Has been a beta tester for an Envato feature
+2 more
AdrianMG says

I don’t have time to work for free. It’s just a theme for 12-14$.

Use live previews and descriptions…

352 posts
  • Has been part of the Envato Community for over 6 years
  • Has referred 50+ members
  • Has sold $10,000+ on Envato Market
  • Had an item featured in an Envato Bundle
+6 more
danharper says

I do the same as srhnbr. If a customer requests something, and I feel it would make a good addition to the theme itself, I will release an update on ThemeForest. However if they’re asking for something unique for themselves, I have to charge.

I also try to provide some basic support for free on how to achieve some basic modifications themselves (eg. if they wanted to change link colours, I’d tell them briefly how to do a find-and-replace on the original colour with their new one; or how to change a background image etc.)
But it really depends on how much time I have.

Edit: But, no, you’re not obliged to provide after-sales support, but it helps with your reputation, I guess (and you’re more likely to get repeat customers).

238 posts
  • Has been part of the Envato Community for over 6 years
  • Has referred 100+ members
  • Has sold $5,000+ on Envato Market
  • Has collected 1+ items on Envato Market
+4 more
Mastergreed says

You’re buying a Mac, and after few days you’re paying a visit to shop:

“Hello there, so I bought a Mac from you, but it’s not what I wanted, can you please put faster CPU inside and 2GB of additional RAM ? Oh, and do this for free, because I already bought Mac once, you know.”

Is this example clear enough? :D I mean – customers know what they’re paying for and they’re paying for theme that comes “as it is”, simple.

1451 posts
  • Has referred 200+ members
  • Has sold $40,000+ on Envato Market
  • Has collected 1+ items on Envato Market
  • Member of the Envato Team
+12 more
kailoon Envato team says
You’re buying a Mac, and after few days you’re paying a visit to shop:

“Hello there, so I bought a Mac from you, but it’s not what I wanted, can you please put faster CPU inside and 2GB of additional RAM ? Oh, and do this for free, because I already bought Mac once, you know.”

Is this example clear enough? :D I mean – customers know what they’re paying for and they’re paying for theme that comes “as it is”, simple.

I think this is not a good example… This is service and that is goods delivery.

I think anything that required the author to modify the look of the theme ( pure CSS , no layout mods, no images mods ), it should be free.

Customization like adding features, change sidebar from right to left etc. This should be charged.

However, not every users know how to edit CSS or change from PSD to HTML . But what they required is something really small. Then, I will try my best to do it when I am free.

I take suggestions and requests for new features and if I see it would add to my theme’s value and will generate more sales then I update the theme with the additions. Without charging the buyer that wanted the extra feature.

I agree. Sometimes the customer request maybe a good idea for you to extend your theme to be more useful. I think this is why we need feedback and get improved, serve them better :)

Sounds like a slogan :P

Helpful Information

  • Please read our community guidelines. Self promotion and discussion of piracy is not allowed.
  • Open a support ticket if you would like specific help with your account, deposits or purchases.
  • Item Support by authors is optional and may vary. Please see the Support tab on each item page.

Most of all, enjoy your time here. Thank you for being a valued Envato community member.

Post Reply

Format your entry with some basic HTML. Read the Full Details, or here is a refresher:

<strong></strong> to make things bold
<em></em> to emphasize
<ul><li> or <ol><li> to make lists
<h3> or <h4> to make headings
<pre></pre> for code blocks
<code></code> for a few words of code
<a></a> for links
<img> to paste in an image (it'll need to be hosted somewhere else though)
<blockquote></blockquote> to quote somebody

:grin: :shocked: :cry: Complete List of Smiley Codes

by
by
by
by
by
by