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

42 posts BD Themes
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bdthemes says

@ Hogash – I just don’t understand how let him/her ruin your day. If you know what you have done and also that you work hard like you said, you should never feel like that.
Block his email and don’t read any of his eventual messages here. Period.
Oh, and enjoy your day and sales, because you are doing good around here ;)

don’t going to bite a mad dog if he bites you, just avoid him, because 1200+ user know what you did.

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Zanzad says

“You can’t make everyone happy. So stop trying and start LIVING.”
- lifeaftercollege.org

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tetoonline says

Hi, sorry my english, some guys are not compreenhensive…

I have been buy lot of themes on themeforest, yoothemes etc.. but your theme is the best code ever, little bugs but you make a good work, 5* in my buy KALLYAS – Responsive Multi-Purpose WordPress Theme

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familychoice says

You do realise buyers view these forums as well? The amount of customer slagging off I read on these forums makes me question why I buy from Themeforest authors sometimes. Anyway, to respond to this one:


I believe that buyers absolutely shouldn’t be given possibility for asking refunds from authors. Other then misuse opportunities, here are some other reasons:
  • 1. 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.
  • 2. 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 )
  • 3. 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 .
  • 4. 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.
  • 5. 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.

1. A them is completely useless in the long term without access to support or updates, which are unobtainable after a refund.

2. Looking at the amount some authors are making on here, compared to most web designers I’m struggling to summon up sympathy over earnings. Love to see some actual proof over the theme resale for $15,000000 too.

3. Demos don’t always match what you get as a download. I know, I’ve experienced this on several occasions, and there is no way of knowing how good supplied documentation, support, and editing usability will be until you buy the thing.

4. 50% of the themes I’ve bought are full of bugs, yet I always try to work patiently with the author to fix them. Not really my job, but it happens. If there’s an issue and you contact TF they will pass you back to the author. There is no guarantee of anything or any kind of consumer protection for buyers.

5. Yes.

“Buyers are (very much so) not always right” – you have data to back up this statement?

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-bianca- says
“Rudeness is the weak man’s imitation of strength.” - Edmund Burke
+1

You do realise buyers view these forums as well? The amount of customer slagging off I read on these forums makes me question why I buy from Themeforest authors sometimes.
also +1

Some buyers are just unreasonable. This has not directly to do with their lack of knowledge but more to do with their personality. A lack of knowledge and skill can be reduced if they are wiling to learn and accept from others. I can imagine that you do not want these people as your customer (I know I wouldn’t) and therefor want this additional control to ‘un-customer’ them. On the other quote, I also read the forums a lot. I know from some (but certainly not all, in fact a minority i think) authors on here I will never buy just because of the attitude they have towards us buyers. They really should reconsider to put their items on here. They call buyers web-assemblers as if we are all alike. It’s not. If you don’t like the concept of stock items choose a different business model ;-)
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Dream-Theme says

You do realise buyers view these forums as well? The amount of customer slagging off I read on these forums makes me question why I buy from Themeforest authors sometimes.

In 99.(9)% cases authors are very polite and helpful when buyers are nice and not demanding something “ASAP!!!!!!!!!!!!!!!!!!” on Saturday evening.

Unfortunately, SOME buyers think that by buying 50-bucks template authors owe them 25/8/366 support, free customization, and they can treat authors like sh*t…

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ChapterThemes says

If you don’t like the concept of stock items choose a different business model ;-)

I do agree with everything you’ve said. But the quote above also ( if not mostly ) applies to the buyers – not as much the authors. It’s a stock market – you buy, you use as is – no support required, but from most still supplied. A stock market has items with which a buyer should know how to be used ( WP install, theme activation – just the basics ). In the end there’s always one bottom line: authors do not have to give support – it’s a stock market. Allthough it’s better that they do.

Anyway, i’ll just do my best to give good support up to a certain level. For some i even do a little extra because they have some kind of nice enthusiasm which makes me want to help a person a bit extra.

And as soon a buyer gets unreasonable every whatever way, i stop supporting them.

I also find it’s time to stop these buyers/author/support discussion – allthough i fully understand a buyer or an author wants to start one once in a while. But most of these discussions always start because of extreme cases that don’t happen very often. So i think it would be best to just stop complaining from both sides – Because in the end, we all need each other :)

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-bianca- says


If you don’t like the concept of stock items choose a different business model ;-)

I do agree with everything you’ve said. But the quote above also ( if not mostly ) applies to the buyers – not as much the authors. It’s a stock market – you buy, you use as is – no support required, but from most still supplied. A stock market has items with which a buyer should know how to be used ( WP install, theme activation – just the basics ). In the end there’s always one bottom line: authors do not have to give support – it’s a stock market. Allthough it’s better that they do.

Anyway, i’ll just do my best to give good support up to a certain level. For some i even do a little extra because they have some kind of nice enthusiasm which makes me want to help a person a bit extra.

And as soon a buyer gets unreasonable every whatever way, i stop supporting them.

I also find it’s time to stop these buyers/author/support discussion – allthough i fully understand a buyer or an author wants to start one once in a while. But most of these discussions always start because of extreme cases that don’t happen very often. So i think it would be best to just stop complaining from both sides – Because in the end, we all need each other :)
+1 Fully agreed. However I think it’s good to discuss as long it’s discussed in a proper manner. We need each other and can learn from each other, but actually this applies on life itself or am I getting to deep and off-topic now? ;-)
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ChapterThemes says

+1 Fully agreed. However I think it’s good to discuss as long it’s discussed in a proper manner. We need each other and can learn from each other, but actually this applies on life itself or am I getting to deep and off-topic now? ;-)

I think it suits this thread :)

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iHelp says

2. Looking at the amount some authors are making on here, compared to most web designers I’m struggling to summon up sympathy over earnings.

Hey there familychoice,
nice to meet you outside the support forum :)

I wanted to chime in real quick and add that some people misinterpret is the revenue an author makes for their files.

Some authors might be making several thousands of dollars from all the sales, and we all are aware that without every single buyer this would not have been possible, but one should also consider their actual percentage of the cake.

Some are thinking that the money that comes from the theme should be “reinvested” to support after theme release, while some seem to be forgetting that the revenue actually first makes up for the time spent developing the actual item before releasing it. It compensates pretty much the time they invest without being paid a dime beforehand.
If they’re lucky the theme will sell well and break even, in most cases the revenue probably does not even cover a tenth of what the development time’s value was.

Time’s value is also my next point.
In the free support system after a purchase, the average person registered at a support forum opens about 3 threads I’d say. I just checked your forum history in one of the forums I work in, you opened 11 :) (Feel free to ask everytime you need anything still, we love to have you over there, this is just for statistics :) ) If we assume we’ve spent only 15 minutes per thread to solve issues and requests for you, that would equal almost 3 hours of support one individual user got for $45.

As another example: A theme I support will soon reach 15000 sales, we got the new forum for three weeks and 1000 threads have been opened with a total amount of 5000 replies. Mostly customizations, rarely bugs, sometimes usage or setup questions. The support and developers are responsible for about half of the amount of replies. If I assume the average time we spend to phrase a reply is 3 minutes (which would again equal 15 minutes per thread average), a 125 hours of support have been spent in the previous 3 weeks for one theme. If you would take an hourly rate of a let’s say $45, that would equal more than $5.600 spent on support, in only three weeks. That’s time the authors don’t get paid for, or they even spend money on hiring somebody to further improve the support experience.

I see where most of the buyers are coming from,
but the value of the revenue of a themeforest author is a mixed blessing really.
It can and should be seen from different perspectives every once in a while.

Don’t get me wrong, I’m sure every author loves to be able to provide support because everybody wants to see their beloved buyers happy (at least I know that my bosses do love their customers!) and you are always free to ask for support anywhere I am around for sure :) If I am lucky and what I said makes a little bit of sense, I could raise a little sensitivity and awareness considering this topic.

All the best

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