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nicole_89 says

I don’t know why you think you are safe today because support is not a requirement and you are doing it out of your own free will and goodness of your heart. You are still going to have to deal with that one aggressive customer that everybody gets once in a while. You can refuse him support and he will do all those bad things anyway.

IMHO there are no bad customers. If they bring up an issue that I can include as part of the support, I will offer it. If they go out of the way, I will tell them kindly the situation. This is a customer, not my friend. It’s just business as usual. There is nothing to be angry about. Infact, I just made a sale. I am happy. I will be doubly happy if my customer is happy too ^^

In 6 months, when he needs more help, I will make 70% out of the support/service package, treat him like a new customer. Everybody else that has not renewed wont get support. Less work for me. Great.

I guess there is some expectation from you now to provide the required support, but this does not have to be anything special. From what I understand, you just need to provide the same support you provide today.

What bad things? 1 rating? you will get one no matter how hard you will try to please some customers and why get blackmailed and work for free or against your will fearing a bad rating?

I don’t care about bad ratings anymore and I think most customers don’t care either if the item rating is above 4 but if support becomes mandatory you might get more problems than a bad rating for refusing to answer questions for a customer.

In 6 months there will be less than 0.1% customers asking for help, this is from my own statistics and probably for most authors it never gets above 1% but if the change is made all your customers will see free 6 months mandatory support and they will make sure they will finish building their website in 6 months and the 0.1% will become 0% and because it’s mandatory they will have bigger expectations.

You keep telling that you will provide the same support, if it’s the same thing why change it?

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Splendous says


I don’t know why you think you are safe today because support is not a requirement and you are doing it out of your own free will and goodness of your heart. You are still going to have to deal with that one aggressive customer that everybody gets once in a while. You can refuse him support and he will do all those bad things anyway.

IMHO there are no bad customers. If they bring up an issue that I can include as part of the support, I will offer it. If they go out of the way, I will tell them kindly the situation. This is a customer, not my friend. It’s just business as usual. There is nothing to be angry about. Infact, I just made a sale. I am happy. I will be doubly happy if my customer is happy too ^^

In 6 months, when he needs more help, I will make 70% out of the support/service package, treat him like a new customer. Everybody else that has not renewed wont get support. Less work for me. Great.

I guess there is some expectation from you now to provide the required support, but this does not have to be anything special. From what I understand, you just need to provide the same support you provide today.

What bad things? 1 rating? you will get one no matter how hard you will try to please some customers and why get blackmailed and work for free or against your will fearing a bad rating?

I don’t care about bad ratings anymore and I think most customers don’t care either if the item rating is above 4 but if support becomes mandatory you might get more problems than a bad rating for refusing to answer questions for a customer.

In 6 months there will be less than 0.1% customers asking for help, this is from my own statistics and probably for most authors it never gets above 1% but if the change is made all your customers will see free 6 months mandatory support and they will make sure they will finish building their website in 6 months and the 0.1% will become 0% and because it’s mandatory they will have bigger expectations.

You keep telling that you will provide the same support, if it’s the same thing why change it?

Isn’t that 0% means over the period of time you’ll have to only put efforts for new customers? Thus, isn’t it more rewarding than current system for the authors? Isn’t that bigger expectation brings more sales to a quality item?

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Typps says


I don’t know why you think you are safe today because support is not a requirement and you are doing it out of your own free will and goodness of your heart. You are still going to have to deal with that one aggressive customer that everybody gets once in a while. You can refuse him support and he will do all those bad things anyway.

IMHO there are no bad customers. If they bring up an issue that I can include as part of the support, I will offer it. If they go out of the way, I will tell them kindly the situation. This is a customer, not my friend. It’s just business as usual. There is nothing to be angry about. Infact, I just made a sale. I am happy. I will be doubly happy if my customer is happy too ^^

In 6 months, when he needs more help, I will make 70% out of the support/service package, treat him like a new customer. Everybody else that has not renewed wont get support. Less work for me. Great.

I guess there is some expectation from you now to provide the required support, but this does not have to be anything special. From what I understand, you just need to provide the same support you provide today.

What bad things? 1 rating? you will get one no matter how hard you will try to please some customers and why get blackmailed and work for free or against your will fearing a bad rating?

I don’t care about bad ratings anymore and I think most customers don’t care either if the item rating is above 4 but if support becomes mandatory you might get more problems than a bad rating for refusing to answer questions for a customer.

In 6 months there will be less than 0.1% customers asking for help, this is from my own statistics and probably for most authors it never gets above 1% but if the change is made all your customers will see free 6 months mandatory support and they will make sure they will finish building their website in 6 months and the 0.1% will become 0% and because it’s mandatory they will have bigger expectations.

You keep telling that you will provide the same support, if it’s the same thing why change it?

We really do not know what will happen if you refuse to extend support to a customer. So this is something we should bring up in this thread. I am hoping it is within acceptable terms.

But to toss away the whole proposal of ending support after 6 months and making some money on the side after the period expires is not something I want to do to be frank :)

That said, why would you refuse or deny support to someone that paid you ? You are only required to respond and give a fix if the issue is caused by your product or help within the limits your willing to go to support your own product.

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Aislin says

Maybe we should be allowed to rate the customers :)

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theAlThemist says

That said, why would you refuse or deny support to someone that paid you ? You are only required to respond and give a fix if the issue is caused by your product or help within the limits your willing to go to support your own product.

Simply because some people don’t deserve it and I wan to keep the right to say NO! And I would keep it anyway! I am a free man. Came here to sell my product to whomever want’s it. I am NOT selling my time and services and definitely NOT doing it on flat rate someone else decided. I have agreed to sell my products under certain conditions. Now they change the conditions and the only thing we hear is “We MAY eventually think about your concerns, but at the end – take it or leave it”. Well – I would rather leave it.

If the problem is with my product I would fix it anyway as I always did. But I wouldn’t help anybody who don’t deserve my time and efforts. My products ARE working. Checked, reviewed, proven. Ask the right way – you get help. Treat me like I owe you – may God help you if you get in trouble with my file. That’s it.

If it suits YOU – stay and do what someone else want’s you to do on a price someone else decided.

I am not that desperate. It’s as simple as that. That’s what we are discussing. Something definitely not right happening and we express our opinion. You don’t agree and can’t understand – sure! You have the right to do so, just like the others have the right to say NO.

So, as a final conclusion (and this time I would really not write here anymore):

1. For now I’ll wait and see how would things go on 1st of December (or whenever it kicks in)

2. I would not support someone just because someone decided to bundle my time with my product IF he doesn’t deserve it

3. I would not GIVE 30% of my side earnings to anybody. I could eventually TRADE those 30% for something in return if the offer suits me. I would rather ADVICE my customers not to buy support packs as they would still get support and risk to be banned. Giving money for nothing is not part of my life philosophy.

4. If I decide to stay – I’ll find a way to make it worth it for me with the new conditions and probably trick/exploit the system whenever I can.

Last but not least – I still LOVE envato, I am still loyal and grateful for everything they gave me till now. I just can’t tell for how long I would be able to do so in the light of the latest announcements. :)

Peace to everybody. I am tired of this and going to do what I do best – work/design/develop.

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KingDog Envato team says

Hey guys :) Had to delete a post or two. If you have another topic to discuss, please open a new thread. Let’s keep this discussion on topic please. Thanks!

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premitheme says

Two years and half ago, I had some vision problems and had to make an eye surgery. After it I was not able to work in front of the computer monitor for about 2 months. No work, no support, no anything!

How can I or anybody manage a situation like this with mandatory support?! That’s the first question came to my mind.

I really can’t see the reason to make item support mandatory! Almost all of us provide support, everyone manage it the way he/she like and suit his/her style of life and available time. And we grow together, we and Envato, what is the problem to make changes?

Support put a lot of stress on authors, it needs a lot of time specially if you have a big amount of sales. We asked Envato several times to develop a support system because the comments system is not practical. Yes it got improvements and updates over the last year, but it’s not enough. So it’s very surprising to hear about mandatory support without support tool!

I think to manage a mandatory support, you need your own support system (I mean Envato), this is the only way to manage problems like customer blackmailing and bad ratings. By the way, are you (Envato) ready to the headache of judging between angry buyer and author?

And what about support ratings?!! We are selling themes and plugins here, not support!! Why should I give 30% of my time cost to anybody for nothing when I’m already giving 30% of the main item cost (for marketing and hosting..etc, I know and I accept)?

If you want to cover the costs of developing a practical support system, and do us a favor in the same time, I can accept paying a monthly/yearly subscription fee for a good dedicated support system for Envato marketplaces, without ratings or forcing me to provide support.

For the hopeful voices here, with all the respect. I suggest a beta release of a support policy like this, and see if you will do the SAME work you already do, or the things will get worse in terms of the amount of support tickets and customer happiness.

Long story short, my concerns are:

  • Mandatory support, it’s not a good idea specially for freelancer who work alone, or who make work to sell on Envato as a part time. Most of us are individuals not companies. Just leave it optional or not a requirement as it is.
  • Support ratings. Are we really need several kinds of ratings?! Items ratings, support ratings? So if a buyer like my item, but don’t like my support, he will give a positive item rating and negative support rating? Not at all.
  • Support tool. I may choose to give a mandatory support but if I have a dedicated support tool, but giving 30% of my time cost for supporting customers on my own support system? hosting, expenses…etc, sorry, will not work.

Sorry for the long comment, and my bad english. Sincerely, Ahmed

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premitheme says


That said, why would you refuse or deny support to someone that paid you ? You are only required to respond and give a fix if the issue is caused by your product or help within the limits your willing to go to support your own product.

Simply because some people don’t deserve it and I wan to keep the right to say NO! And I would keep it anyway! I am a free man. Came here to sell my product to whomever want’s it. I am NOT selling my time and services and definitely NOT doing it on flat rate someone else decided. I have agreed to sell my products under certain conditions. Now they change the conditions and the only thing we hear is “We MAY eventually think about your concerns, but at the end – take it or leave it”. Well – I would rather leave it.

If the problem is with my product I would fix it anyway as I always did. But I wouldn’t help anybody who don’t deserve my time and efforts. My products ARE working. Checked, reviewed, proven. Ask the right way – you get help. Treat me like I owe you – may God help you if you get in trouble with my file. That’s it.

If it suits YOU – stay and do what someone else want’s you to do on a price someone else decided.

I am not that desperate. It’s as simple as that. That’s what we are discussing. Something definitely not right happening and we express our opinion. You don’t agree and can’t understand – sure! You have the right to do so, just like the others have the right to say NO.

So, as a final conclusion (and this time I would really not write here anymore):

1. For now I’ll wait and see how would things go on 1st of December (or whenever it kicks in)

2. I would not support someone just because someone decided to bundle my time with my product IF he doesn’t deserve it

3. I would not GIVE 30% of my side earnings to anybody. I could eventually TRADE those 30% for something in return if the offer suits me. I would rather ADVICE my customers not to buy support packs as they would still get support and risk to be banned. Giving money for nothing is not part of my life philosophy.

4. If I decide to stay – I’ll find a way to make it worth it for me with the new conditions and probably trick/exploit the system whenever I can.

Last but not least – I still LOVE envato, I am still loyal and grateful for everything they gave me till now. I just can’t tell for how long I would be able to do so in the light of the latest announcements. :)

Peace to everybody. I am tired of this and going to do what I do best – work/design/develop.

+Million

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TigerModules says

Hi Collis,

Thank you for taking interest in what the community has said rather then just going ahead with it anyway. This set Envato apart from other online companies/services. I believe that if you where to go ahead with it would need to be opt-in and an author survey should be conducted prior to devising plans.

TigerModules

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VF says

1. Envato needs to spend the time and money to build and host a complete and functional support system for all of us to use. Something that integrates completely with our products, with buyer licenses, and any other pertinent info that makes managing a support system for Envato products easier to maintain. As a whole, the author community has wasted millions of hours, each of us coming up with our own support systems. Just setting up a support system alone is a huge task… and if you want to integrate it with the API and sales data that a whole other huge undertaking. Envato could have a single, centralized support system will all the bells and whistles that we can just “use”. How nice would that be!

2. Envato should employ a support staff to answer basic HTML, CSS, WordPress, etc. support questions (and give authors a quick button in “Envato’s new wonderful support system” to push these questions off to) so authors don’t need to support questions that are “general” questions… We should only need to answer questions that pertain to our specific files.

3. There should be a full set of FAQs on Envato for all the major project categories that we can link to for general question as well… Even if it’s an author populated archive. Just something that we can all use without each author having to create their own on their own support system.

There’s probably a whole slew of other things that Envato could do “for the authors” to help us optimize our time, create better files, create better customer relationships, and generate more money for everyone. But it seems all the burden and expectations gets put on authors, with limited resources and time, trying to figure these things out flying by the seat of our pants.

+1

Envato should initiate these kind of things first and then think about mandatory support (if even needed). Replying the buyer questions that are not related to item is a huge burden – that should be handled through centralized help section. We better do these kind of efforts and then call ourselves “COMMUNITY”.

Helpful Information

  • Please read our community guidelines. Self promotion and discussion of piracy is not allowed.
  • Open a support ticket if you would like specific help with your account, deposits or purchases.
  • Item Support by authors is optional and may vary. Please see the Support tab on each item page.

Most of all, enjoy your time here. Thank you for being a valued Envato community member.

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