Going mad with a certain buyer (authors need posibility for refunding this kind of buyers)

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contrastblack Envato team says
While I can certainly understand your frustration, it still has to go through support, as Authors don’t have the possibility to offer refunds.

contrastblack, thank you for your suggestions.

I just spent 55$ on a theme… I need it to work ASAP… I do not have the time to start the ticket, wait for a reply for day, someone telling me; have you tried this, have you tried that.

I will contact the author personally and ask for a refund.
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doru says

If I buy something… and it’s ok and working as described, I will not request a refund. If I buy a theme, install it and it does not work as it should work… I MUST have an option to get my money back. I just bought a template that is soooo bad that even being a “wordpress developer” I have such hard time getting it to work properly. There is a general lack of quality check on Themeforest… As long as it looks good in demo, they will approve it. I am so angry right now…

You can get refunds for the items sold on the marketplace.

You can find more info here:

http://support.envato.com/index.php?/Knowledgebase/Article/View/256/0/can-i-get-a-refund-for-an-item-i-have-purchased
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hogash says

@contrastblack Thank you for replying, just sent you an email! :)

@ArsGemini You have the right to ask for a refund! Do it if you want, just don’t trash the author, he might not have done a great job, but who know maybe he tried hard for that. I don’t see a reason to take something like this personal (not that you’re taking, just giving my example)

@dnp_theme I wouldn’t be so harsh, however action should take against some.

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StevenGliebe says

On two occasions I recall customers asking for refunds, both of which would be denied under Envato’s policy, so I told them I’d refund them directly (better a happily refunded customer than a 1 star rating). Neither ended up sending me their PayPal address but I would love to have just refunded them via ThemeForest without the hassle of going outside the system (and losing the share Envato takes).

The themes are ALL pirated eventually so leaving refunds up to the discretion of the author wouldn’t encourage any more Tom Foolery. I have found with my other business that when you offer a 30 day money back guarantee, an extremely small percentage of people take advantage of that in an ill way. The vaaaast majority are just made more likely to buy in the first place!

Notice shops like WooThemes and The Theme Foundry have 30 day refund policies. They’re smart.

Digital products are the EASIEST of all products to refund and happy customers are the best.

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aligatorstudio says
I believe that buyers absolutely shouldn’t be given possibility for asking refunds from authors. Other then misuse opportunities, here are some other reasons:
  • theme is a digital good, it can be copied in infinity number of copies, recoded, resold, used for learning etc. once you get refund, you got both – theme copy AND the money.
  • theme are relatively cheap piece of software, considering how many time, effort, knowledge and skill is needed to produce one quality theme, and what the theme buyer can do with it – there was one radical example of reselling theme for 15 million dollars ( !! ... allegedly )
  • there is a theme demo which you can thoroughly examine, there are comments and other contacts where you can ask author any pre-sale question – most theme authors will give you any information, support (in reasonable limits), F.A.Q … If you are not sure, or you suspect on something – don’t buy it .
  • themes are reviewed thoroughly (whatever some people claim) and most of them available on TF are working properly. Some major error or bug might slip through … Shouldn’t you try to solve it that, first ? If not, contact Envato support and prove the case. They will refund you.
  • Is it possible that some buyers lack basic knowledge to even set up themes ? (as they lack basic manners, too – I had those experiences …)

Even after all these arguments, I believe that, in some cases, refunds should be possible, but strictly through Envato support system (absolutely not directly with authors), and the buyer MUST prove the case. Buyers are (very much so) not always right – I believe that both authors and buyers must be protected from bad quality (yes, even the buyers should be rated) and scam.
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Dream-Theme says

contrastblack, thank you for your suggestions.

I just spent 55$ on a theme… I need it to work ASAP… I do not have the time to start the ticket, wait for a reply for day, someone telling me; have you tried this, have you tried that.

I will contact the author personally and ask for a refund.

Hi,

I understand perfectly well that any theme (as any other software) can disfunction… But you have to understand that theme will not do stuff ASAP instead of you. Relax, read the manual – in 99% cases it helps solving 99% issues with themes.

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hogash says

Indeed, i now see obvious reasons why there shouldn’t be such option. It makes much more sense to have the refunding system from Envato’s system like it is now. Perhaps the desire of getting rid of the pressure given by that buyer made me think so. Thank you guys for clearing that up!! :bigsmile:

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kotofey says

Relax, read the manual – in 99% cases it helps solving 99% issues with themes.

+1

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ThemeRox says

I also agree with you @ Hogash. Its really need.And really Thanks to create the discussion. :)

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iHelp says

In my history of supporting I’ve had it all from ridiculous, unworldly and so damn personal insults to proposals and declarations of love :)

“Talking” to hundreds of people on a daily base shows how different human beings are, how one character can differ from another, how many worlds lay between cultures, minds and attitudes.

Sometimes I’m able to look behind “the angry guy” or “the rude guy” by having a quick email conversation or in the forums directly, sometimes it turns out that they’re being as nice as everybody else. It might have been a misunderstanding, on some occasions a personal tragedy in the family or simply a “very bad day” turned out to be awarded the “worst customer of the month”-award. I do see that your case might just be devastating. You’ll get over it tho.

Having the possibility to refund a buyer in order to “get rid” of them would be a handy tool sometimes. You can however always go ask them to request refund because you’re not willing to support him anymore. He will most gladly do that I suppose.

At the end of the day the positive experiences with customers are what we should cling on to, and luckily the people I support are plain awesome, grateful and kind!

(well, not all, there’s this one guy… 
yeah, it’s you I’m talking about! What’cha looking at?! :x )

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