2 posts
  • Has been part of the Envato Community for over 1 year
  • Has collected 1+ items on Envato Market
micktj says

Hi there,

Purchased a theme about a week ago that doesn’t work correctly… I contacted the seller (who offers support), he requested access to my site.. I gave him FTP details and nothings happened.

He ignores my emails and only responds when I make a public comment, and it’s only to say he’ll deal with it soon.

Obviously theme authors are busy and I don’t expect instant support, but a week is a fairly long time.

I created a support ticked a few days ago.. and no response.

Feeling a bit stuck, so any advice you can offer would be greatly appreciated.

Thank you.

112 posts
  • Has been part of the Envato Community for over 1 year
  • Has been a beta tester for an Envato feature
  • Located in Europe
  • Sells items exclusively on Envato Market
Vlajki says

Hello micktj,

You’re probably familiar with the fact that authors are not obliged by Envato to offer support for their products, it is entirely voluntary, but many of them do because it’s a good business practice.

As for your problem with the author, try being a little bit more patient, and if he doesn’t respond soon, and the theme you bought doesn’t work as the author advertised, request a refund. Filing a support ticket for not receiving support won’t help you, because you will most likely receive a response that support is not obligatory.

If you need any further assistance, don’t hesitate to reply back.


Kind regards

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