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Creattive says

Thank you Kingdog, I appreciate this answer from a staff member and the ability to respond to it.

But there we come right to my point: threads get locked, because one staff member replied and sees this as resolved. Not long ago, this was not the case and even after an answer from a staff member, threads were still open. And this is how it should be. We might still have questions/concerns/points we want to raise even after the first staff response.

I’m missing the dialogue in the forums. Dialogue means, that both parties can respond to the other.

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bitfade says

Of course we realize that sometimes a thread is opened for emotional reasons and as a way to get a bit of sympathy, while that’s understandable, if it’s a support or review related issue, it still needs to go though the proper ticket channel.
That’s not the point. Some threads evolve from a single user reporting an issue which should be addressed privately via support to a general discussion about a policy which is applied to all authors but they get locked nonetheless.

Just the fact the OP has felt the need to mention “This topic is meant for discussion and not for flaming, there’s no reason to lock it up.” multiple times says it all.
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Jaynesh says

This sums it up ;)

if ($item_in_top5_weekly_top_sellers) {
   return $warning;
else {
   return $soft_disable;
}
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ThemesDepot says

@KingDog

I would really want to know if this disable first then ask later issue is true, if you can contact someone from support that could clarify this will be awesome since this is one of the arguments of this thread.

This can be confirmed by many authors here. The item is disabled first and then you’ll get an email. Happened to me twice. With then existing buyers and prospecting buyers asking where the theme is gone.

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doru says

This sums it up ;)
if ($item_in_top5_weekly_top_sellers) {
   return $warning;
else {
   return $soft_disable;
}

no, all items should be equal :)

how I would do it:

buyer reports a bug or just staff check the item and found a bug

inform the author about the issue (ask him to answer in 24 – 48 hours except weekends) or if we want to be a little evil in the same time envato support answer a ticket. why should I be faster than you? anyway lets say 24 – 48 hours

author at this point should check the issue

if the issue is genuine should answer envato request and update the item or provide a time frame for the update. Next week, tomorrow, today the update will be ready or something like that.

if the issue is false then should explain why the support staff got the issue wrong and someone else from staff (preferable a reviewer) should check his claims. If author is correct then at this point if the support person generated a lot of false alarms and practically wasted precious people time should get better training or removed from that particular position and replaced with someone who knows what he is doing

back to the issue is real, then now depends of the gravity of the situation. If really we have a broken item then soft disable the item BUT place a notice on item page explaining why the item had been disable and that temporarily one can’t purchase a broken item but it will be back in x days.

The “item not found” page is really a shame! as explains nothing just frustrates everyone.

If the issue is minor just wait for the update and add a notice on the item page that the item will get an update in x days (or do nothing and wait for update)

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doru says


@KingDog

I would really want to know if this disable first then ask later issue is true, if you can contact someone from support that could clarify this will be awesome since this is one of the arguments of this thread.

This can be confirmed by many authors here. The item is disabled first and then you’ll get an email. Happened to me twice. With then existing buyers and prospecting buyers asking where the theme is gone.

really puzzling why someone decided on the approach that creates the most problems to buyers and deteriorates the relation you have with your content creators.

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Creattive says

The “item not found” page is really a shame! as explains nothing just frustrates everyone.

That’s correct. How about leaving the item-page just like it is and just grey out the purchase button? Then write “author is currently fixing some bugs, item is available for purchase in short time”.

This way, the item still has his exposure and people can watch the preview, probably bookmark the item to buy it later.

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Jaynesh says


This sums it up ;)
if ($item_in_top5_weekly_top_sellers) {
   return $warning;
else {
   return $soft_disable;
}

no, all items should be equal :)

I meant that is how it currently is. I agree all items should be treated equally.

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MhW Envato team says

Hi everyone,

I just wanted to chime in regarding the Soft Disablement of Themes and other items, as clearly this has pushed some buttons and there’s a consensus forming that’s not entirely correct.

There are 3 main reasons why an item will be removed from our Marketplaces:

1) Copyright (obviously)
2) Author request
3) Item broken / faulty; or doesn’t match item description:

Unsurprisingly, as an Australian-based company we’re legally obligated to comply with Australian consumer law. The upshot of this means that items sold on our Marketplaces must be in fully working order, and the end product must match how it’s described in the Item description, attributes, screenshots and live demo. When any item falls short of these essential criteria, we’re obliged to issue a full refund or work towards another solution with the customer. As I’m sure you can appreciate, issuing refunds has implications for any business (not least one that’s based entirely on digital assets), so it’s really important that issues within these items are addressed quickly.

Unfortunately whilst most authors in my experience answer correspondence from us within 24 hours, many often take 3-5 days to reply, many don’t work weekends, a large portion don’t reply at all.

As a company we have a responsibility just as much towards buyers as we do with Authors. Whilst Authors are the lifeblood of our Marketplaces, the money lining your pockets comes from the wallets of every day, hard working people. Customers paying good money for a premium item should never, ever receive something that doesn’t work or contains bugs. It wouldn’t be fair, right, or even legal to sell items we know are faulty, and expect buyers to wait for a fix, whilst we hope the Author will get back to us. That’s not to say everyone’s the same, but the harsh reality is that some Authors care more about their items than others.

The next misconception is that files are disabled without some kind of verification, or that a customer has complained and therefore we’ve taken the file down. This simply isn’t true. Any faulty file, from any marketplace, will only be disabled after a thorough QA check has been taken on by a member of our Review Team, and they’ve confirmed the issue that has been raised. Our Review Team are internal CMS experts whose full-time job & profession it is to know the in’s and out’s of each CMS or platform we sell items for. Faulty item assessments are never carried out by the Support Team.

To give you an idea, we receive hundreds (literally) of baseless reports each week of Theme features not working. There would simply be no marketplace if files were removed on a customer report alone.

Whilst I’m not entirely familiar with the music player scenario, a Reviewer still would have downloaded & checked the item, and made a decision that it wouldn’t be right to keep it on sale. It’s true that we’re all humans and occasionally, processes are prone to human error. Having said that, a single negative experience shouldn’t outweigh the sterling work our Review Team do the rest of the time.

I guess the moral of the story is that everything happens for a reason. We have an equal responsibility to buyers and Authors, and it’s important to keep this in mind when / if any items are soft disabled in the future.

Happy to clarify anything.

- Christian

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theAlThemist says

@KingDog I would really want to know if this disable first then ask later issue is true, if you can contact someone from support that could clarify this will be awesome since this is one of the arguments of this thread.

I could confirm! Been there.

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