684 posts uouapps
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uouapps
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To Envato Team

one of our themes was soft-disabled for the (exagerating) folllowing reasons:

Soft Disabled Reason: 1. please fix the responsive layout – http://envato.d.pr/bgzk/5xVtxIyy 2. support site is down – http://envato.d.pr/8xhx/3PKAAF67 3. the item support link to a demo site – http://envato.d.pr/fkUU/wz1bJDqr

1- you should have sent us a notification via mail before soft-disabling it

2- you shouldn’t remove the item from the marketplace you should put a notice so that buyers are aware that the theme hasn’t been removed but temporary soft-disabled

this action created a mess today in our support service everyone is writting to us thinking that we just dissapeared

so please change you’re soft-disable action or at least notify us via mail in advance

Cheers

UOU Apps

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uziiuzair
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+1
Even if I never had a soft-disable. His argument is valid

300 posts themesdepot.org
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ThemesDepot
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Well this is ridiculous, why on earth would you Envato disable an item because the support platform is offline? So let’s just disable every item of each author that is on holiday too, it wouldn’t make that much difference would it?

:confused:

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theAlThemist
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The support is not even obligatory!!! Is this really a valid reason for soft-disabling?? A “site down” is a common thing. Sometimes it happens once a year and sometimes once a day. This is really ridiculous!!!

Envato sites are DOWN pretty often these days… did you soft-disabled your devs and server/network engineers??

267 posts What we do in life, echoes in eternity!
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Prothemeus
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Soft-disabled because the support site is down? What. The. Hell. Our support site is down too as we are working on a new platform yet we provide support via email. Totally wrong, Envato! It’s not even required!

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Anps
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Hmmm, this is really strange, as it was mentioned support is not mandatory. If this will become mandatory then prices are waaaaaaaaaaaaaaaaaaaaaaaaaaaaay to low :)

93 posts MeanThemes
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meanthemes
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The process for soft-disabling could definitely be improved.

Our latest theme had a small bug in it where you couldn’t change the post background colour due to the CSS not being specific enough. We knew about the bug but couldn’t upload it as that was the day where the whole of Envato marketplaces were offline for a few hours, then back up and then back down again.

When I woke up in the morning, the theme had been soft disabled and when you tried to view the item page you got a message saying “Item no longer available” and “The item is no longer being sold” and to make it even worse, a link to 7 themes underneath by different authors!

Luckily as we’d already fixed the bug we uploaded it straight away and it was approved straight away.

However, we did lose out on about 4 or 5 hours of sales/exposure and had customers asking us why the item had been removed.

What I’d like is a friendly warning from the support staff or reviewers via email or message panel or anything really giving 24 hours to fix and upload before soft disable happens.

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onioneye
says

Agree. Soft disabling without any kind of warning is not the way to go.


The process for soft-disabling could definitely be improved.

Our latest theme had a small bug in it where you couldn’t change the post background colour due to the CSS not being specific enough. We knew about the bug but couldn’t upload it as that was the day where the whole of Envato marketplaces were offline for a few hours, then back up and then back down again.

When I woke up in the morning, the theme had been soft disabled and when you tried to view the item page you got a message saying “Item no longer available” and “The item is no longer being sold” and to make it even worse, a link to 7 themes underneath by different authors!

Luckily as we’d already fixed the bug we uploaded it straight away and it was approved straight away.

However, we did lose out on about 4 or 5 hours of sales/exposure and had customers asking us why the item had been removed.

What I’d like is a friendly warning from the support staff or reviewers via email or message panel or anything really giving 24 hours to fix and upload before soft disable happens.
684 posts uouapps
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uouapps
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Hmmm, this is really strange, as it was mentioned support is not mandatory. If this will become mandatory then prices are waaaaaaaaaaaaaaaaaaaaaaaaaaaaay to low :)

Thank you all for your feedbacks, really appreciate to get your back-up on this one, because this actions was really really frustrating especially in this period of Easter Holidays + week-end were sales were already low

@Anps: Envato should actually create 2 prices, one with support the other one without support so that the price with support could at least cover the costs for the support member/team
+ would create new job opportunities
then
If a buyer who purchases the theme with the support option doesn’t receive support in that case the soft-disabled action can be acceptable and understandeable…

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Anps
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Yes! 2 options would be great, if you want professional support pay up!

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