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ThemeRox says

Hi, Today I had got a Sale reversal.The client bought on of my templates in 16 july and you 16 days he is getting his money back. How can I will be confirmed that he will not be using my template? Like some one like the template and after purchase when download complete he make a dispute for refund as he get all the files to develop site.For every themeforest item reviewer check the quality of the template and when it meet all the criteria then only approved for sell.That means we will not able to sell here bad quality products. Also in every item we make a details description about how the item works or he can able to check everything before buy from live preview. Then why this Sale reversal? This like joke with authors.

Lets come about item review. Sometimes rejecting good and great item and approving very bad and unshaped, bad quality template which need more polishing before sells here. I am working with typography and templating more than 5 years so at least I know which is good and which is not. But some times really reviewer surprised me by rejecting some great item. I know it is very important to maintain marketplace quality. But that’s not mean that reviewer can do anything they want. Who are not agreed with me please check last two months item list there you will able to notice some items which needs more care. Also check item discussion there reviewer reject some great item and said that did not meet minimum qualities. What is minimum qualities? Like for me they had rejected a item and said that it did not meet minimum qualities and advice me to check popular cms category item, check this discussion http://themeforest.net/forums/thread/not-happy-with-the-theme-review/102563 . But there in popular category I always have 2 or 3 items always and still now have. Then my question after selling here 10 templates I do not know what is minimum quality? Its like someone works with you one year and after that you had said him that you do not know how to work or do not know what is minimum quality. Its really very sad for the person and really uncertain condition.

Every author have a small team after getting good sells. But if reviewer act like this with the peoples who are selling here more than a year or have good amount of sells then how the team will be sustain? Like if no item will be approve in 3 months then author will close the business because he is not finding it sustain condition. And after this if he hear that he do not know about minimum quality then how frusted he will be? Now a days I am finding most of the authors are not satisfying with item review.

There can be possibilities to do bad work. But for that reviewer need be more friendly to make authors happy by helping them until it will approve. Until it will be approve reviewer need to advice and take care of the author. I know they are facing more than than thousand review in every day. But for every single review need to help authors. At least for those who are already selling good here. Do not make it unsustainable for the authors. It can make bad impression on marketplace. If need I hope all the authors will effort volunteer support on review.

Lets about support, After contacting with support its need more than 3-5 days to reply. If author have complain about item review then they are forwarding it to the reviewer after 3-5 days and the reviewer will give reply after 5-10 days. What is this? Make a different category in support for item review and when someone want to know item rejection details then forward it to the reviewer quickly. You can make individual category for that. Because if you make those in common or put it in common queue then it will take more than 8-10 days.

I think the market is growing and many author make partnership or company depending on it. So do not break their hope at least for those who already selling good. It can make authors unsecured. Hope you people will be agreed with me. Thanks for your time :)

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PrimaThemes says

Please read this thread http://themeforest.net/forums/thread/update-more-information-about-sales-reversals/103643 The Envato staff already explain about what is “sale reversal” here.

The point is, refund is different than sale reversal.

Sale reversal usually comes from Paypal dispute, not from Envato support, and Paypal user can process a dispute within 30 days from the purchase date. Sad but true… :-(

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ThemeRox says

Please read this thread http://themeforest.net/forums/thread/update-more-information-about-sales-reversals/103643 The Envato staff already explain about what is “sale reversal” here.

The point is, refund is different than sale reversal.

Sale reversal usually comes from Paypal dispute, not from Envato support, and Paypal user can process a dispute within 30 days from the purchase date.
Hi, PrimaThemes I had read the topics that there is nothing support do against dispute its from Paypal but really its not good for authors. By this way someone can get all the files with out any money :(
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PrimaThemes says

Hi, PrimaThemes I had read the topics that there is nothing support do against dispute its from Paypal but really its not good for authors. By this way someone can get all the files with out any money :(

I know. I have run my own small theme shop before fully working on ThemeForest. And I can see that the Paypal dispute percentage can be ranged from 5-20% from the number of sales per month. I can’t believe it, nothing is wrong with my products, no question, no contact, only Paypal dispute emails. Even worse, I have experienced more than 90% dispute from a month, and it is my worst month ever, then I decide to stop it and focus on ThemeForest. Besides, it wasted my time very much, I need to login to my Paypal account, check every dispute, send my resolutions, but in the end I have never won, for sure… It is simply because Paypal doesn’t protect intangible products, and digital product is one of them. Sad but true… :-(

To be honest, as long as Envato can keep my sales reversal / number of my sales as lower as possible and I don’t need to deal with Paypal anymore, then I am still happy with ThemeForest. ;-)

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ThemeRox says


Hi, PrimaThemes I had read the topics that there is nothing support do against dispute its from Paypal but really its not good for authors. By this way someone can get all the files with out any money :(

I know. I have run my own small theme shop before fully working on ThemeForest. And I can see that the Paypal dispute percentage can be ranged from 5-20% from the number of sales per month. I can’t believe it, nothing is wrong with my products, no question, no contact, only Paypal dispute emails. Even worse, I have experienced more than 90% dispute from a month, and it is my worst month ever, then I decide to stop it and focus on ThemeForest. Besides, it wasted my time very much, I need to login to my Paypal account, check every dispute, send my resolutions, but in the end I have never won, for sure… It is simply because Paypal doesn’t protect intangible products, and digital product is one of them. Sad but true… :-(

To be honest, as long as Envato can keep my sales reversal / number of my sales as lower as possible and I don’t need to deal with Paypal anymore, then I am still happy with ThemeForest. ;-)
I am also happy with ThemeForest. As its our world we are making money from here so I am little bit confused about it as some people can take advantage of this PayPal issue.
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PrimaThemes says

I am also happy with ThemeForest. As its our world we are making money from here so I am little bit confused about it as some people can take advantage of this PayPal issue.

It happens not only on Envato, it happens on every digital shop / marketplace. That is why there is Fraud Protection service, for example https://www.maxmind.com/en/ccv_overview (this is not promotion, only for an example). I hope Envato can apply any fraud protection system on their payment gateway to protect our money… ;)

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LGLab says

[...] Besides, it wasted my time very much, I need to login to my Paypal account, check every dispute, send my resolutions, but in the end I have never won, for sure… It is simply because Paypal doesn’t protect intangible products, and digital product is one of them. Sad but true… :-(

Hmmm, I think you got it the wrong way around, we are talking about “buyers protection” here, and as stated here, paypal will protect “purchases” under several conditions, one of them being that The item you purchase must be a physical, tangible good that can be shipped, which is not our case, our products are intangible and therefore not covered by the paypal buyers protection, and it’s very easy to dispute a reversal from a buyer in that case, just a phone call, mention the word “intangible” a couple of times and the dispute is killed instantly.

On the other hand, envato clearly stated that sales reversals are due to illegal payment activity, e.g. the buyer didn’t have money in the first place, in that case there is nothing envato can do.

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PrimaThemes says

Hmmm, I think you got it the wrong way around, we are talking about “buyers protection” here, and as stated here, paypal will protect “purchases” under several conditions, one of them being that The item you purchase must be a physical, tangible good that can be shipped, which is not our case, our products are intangible and therefore not covered by the paypal buyers protection, and it’s very easy to dispute a reversal from a buyer in that case, just a phone call, mention the word “intangible” a couple of times and the dispute is killed instantly. On the other hand, envato clearly stated that sales reversals are due to illegal payment activity, e.g. the buyer didn’t have money in the first place, in that case there is nothing envato can do.

You are right about that. It should be Paypal Buyer Protection that covers only physical/tangible products. Thanks for the correction and sorry for my English. ;)

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KangarooSpirit says

I hope I don’t get in trouble for saying this, but:

This is why I stopped using PayPal on my personal business site. They’re a headache to deal with, they have a very questionable reputation, etc. What I did was get set up with Swipe. Which is great. Second, I can’t speak for TF, but if you sell your own themes of anything, figure a way to use a serial you come up with to unlock the theme and that it requires a callback to your validation server to keep the license active. I’ve prevented many scammers this way from using my themes while getting their money back, and I say that knowing so because I’ve checked the logs. :) You’ll just want a server with a good SLA, and a backup in case it goes down for more than a few minutes/hours.

I would love to see TF implement serial codes for author products, that they themselves can pull after a refund.

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