4 posts
  • 2 Years of Membership
  • Collector Level 1
  • Germany
deelipk
says

So, I tried to buy a theme. I choose to pay using Paypal. The payment was charged from my paypal account, i got payment confirmation in my email but something went wrong as I was redirected to themeforest and my purchase wasn’t completed.

I filed a customer support request. As I was in hurry, I thought the customer support will refund my money so that I tried to pay for the same again. Again, my paypal account was charged but I got same error. Basically, i paid twice but couldn’t download the file :(

I thought they’ll reply but quickly but that was not the case. Now, I don’t know if I should try to purchase it once again, it’ll probably fail.

What is the general response time by the support ? Beside, the ticket system doesn’t really have a place where I can see my ticket status nor I can see the ticket where I can write additional information.

633 posts Dream big
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pixel-industry
says

I jsu flagged your question for staff reply… If they don’t answer, you can then post your ticket ID to envato suport on twitter…

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KingDog
Envato team
says

Can I get your Support ticket ID number? Thanks!

4 posts
  • 2 Years of Membership
  • Collector Level 1
  • Germany
deelipk
says

Hi,

I don’t know if you read my post carefully. I can’t really see the list of support tickets I sent in the past. Isn’t that supposed to be in there somewhere in the support portal?

4 posts
  • 2 Years of Membership
  • Collector Level 1
  • Germany
deelipk
says

Anyway, I’ve submitted yet another ticket with little more information. This is the third one I’ve submitted. Here’s the ticket ID : #HJU-383-75786

6839 posts
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KingDog
Envato team
says

Hi, I don’t know if you read my post carefully. I can’t really see the list of support tickets I sent in the past. Isn’t that supposed to be in there somewhere in the support portal?

You are sent an automatic reply when you open a ticket which will contain your ticket number. I’ll get Support to check into it for you. Thanks!

4 posts
  • 2 Years of Membership
  • Collector Level 1
  • Germany
deelipk
says

Well yeah I found that in the spam folder now :(

Anyway, even then, I still haven’t got a proper answer except that they’re forwarding the request to concerned dept or something. Its kind of a shame that its already 48 hours after paying twice for a theme, I’m still not able to download the stuff.

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