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justinfrench Envato team says

Thank you everyone for your thoughts and participation.

Here’s a couple of quick updates, I’ll keep adding detail as I can.

We’re gathering data pretty quickly, so this definitely won’t be up for a month — we need to make sure there’s a nice sample set of data (we’re around 20% of what we’d like as a minimum) and to make sure it’s evenly distributed across the marketplaces (still looking into this). My best guess right now is less than a week. We’re keen to turn it off as soon as possible.

We’re going to try separating the “support” and “customizations” options in this list — put ‘em last, perhaps with a dividing line and change their labelling slightly to emphasise that Envato does not require authors to provide either of these.

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VF says

My best guess right now is less than a week. We’re keen to turn it off as soon as possible. We’re going to try separating the “support” and “customizations” options in this list — put ‘em last, perhaps with a dividing line and change their labelling slightly to emphasise that Envato does not require authors to provide either of these.

That’s safe, thanks!

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contempoinc says

Really think you guys should share the information with us authors, whats the point of you guys just keeping it to yourself? Customization should absolutely be taken out of the canned answers.

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sanisoft says


My best guess right now is less than a week. We’re keen to turn it off as soon as possible. We’re going to try separating the “support” and “customizations” options in this list — put ‘em last, perhaps with a dividing line and change their labelling slightly to emphasise that Envato does not require authors to provide either of these.
That’s safe, thanks!
Yes – this should be enough for now!
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justinfrench Envato team says

Really think you guys should share the information with us authors, whats the point of you guys just keeping it to yourself?

Right now, we’re collecting data to help us validate a bunch of assumptions we have and ultimately plan a better rating system. We’ll share those plans as they become much more certain, and we wouldn’t want to do that without also sharing the data that helped us arrive at those decisions.

For this specific test, we won’t share specific data with authors about their own items, because this is not the way we positioned it to the buyers.

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CodingJack says

We’re going to try separating the “support” and “customizations” options in this list — put ‘em last, perhaps with a dividing line and change their labelling slightly to emphasise that Envato does not require authors to provide either of these.

It’s a step, but doesn’t fully address the issue. Maybe a better way to word it would be:

“Good or bad freelance experience with the author”.

Petty much the same question, but doesn’t make the buyer think that free customization work should have been included with their $6 purchase.

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egemenerd says

I think the most popular 1 star rating reason is “I bought this HTML template but when I try to upload it to Wordpress, it doesn’t work…” :)

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SurStudio says

We’re going to try separating the “support” and “customizations” options in this list — put ‘em last, perhaps with a dividing line and change their labelling slightly to emphasise that Envato does not require authors to provide either of these.

Is there any chance that you’ll change the way you’re making things? I mean, every important thing you (team) make, you get a lot of people asking to not do it that way, to change it. Why don’t you ask first, and then release the feature?

PS: good example of how the new ratings system affected an author: http://codecanyon.net/forums/thread/update-author-ratings-sidebar/97636?page=5#799247

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jayc says

On my other account I did not answer a costumer’s comment for a few days, the costumer got upset demanding support (saying this delays his project). His question was not related to a bug or issue, it was a simple change of text (which was explained within the docs – regarding *.po translation ). I replied the costumer and also informed him that support is not mandatory.

This is what a costumer just said:

“thanks for your response… I appreciate it … I was under the impression that since you’ll are selling a product, you’ll would be obliged to provide support.

Sure the costumer is not happy, he is thinking that he gets those services, I wonder why the costumer had the impression that support/custom work comes with the item.

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wickedpixel says

I think there is a need to better define the term “support”. Some think about free customization, some about bug fixing and information about use cases and capabilities; about compatibility updates, etc. Saying “We are not required to provide support” is kinda funky.

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