164 posts ThemeVan
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ThemeVan says

A buyer told me he(or she) purchased my wordpress theme and can’t install, notice a error infomation ‘Unpacking the package…’, so he want to ask a refund, I promise him that I will help him to install until successful, however, if he insists on a refund, how you deal with that generally? Let’s him open a ticket on Envato support?

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Webbu says

Send this to your customer :) Because refund can only make from Envato.

http://goo.gl/LqaLk
1703 posts Multimedia Artistry
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dnp_theme says

Well if you confirm it really does not work, fix it and reupload. If not his refund could be rejected by staff.

164 posts ThemeVan
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ThemeVan says

Well if you confirm it really does not work, fix it and reupload. If not his refund could be rejected by staff.

Well, I’m sure that the issue is not caused by theme, it’s folder permission on his server. So I need to tell him that he needs to contact TF support, right?

1479 posts The right tools with none of the gimmicks
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PixelBin says

It’s likely he won’t receive a refund unless the theme is actually broken and even then, support will tell you to fix it first. Refunds don’t come so easy, trust me.

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dnp_theme says


Well if you confirm it really does not work, fix it and reupload. If not his refund could be rejected by staff.
Well, I’m sure that the issue is not caused by theme, it’s folder permission on his server. So I need to tell him that he needs to contact TF support, right?

No need, show him confidence that your theme works, tell the NOOB he has to fix his write permissions.

Are you chinese?

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htmgarcia says

I personally recommend you ask for support, as authors we can’t make refunds from the dashboard, unless you use money from your personal Paypal (or something like that) to send money back to the customer. Envato decides this through support contact.

164 posts ThemeVan
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ThemeVan says



Well if you confirm it really does not work, fix it and reupload. If not his refund could be rejected by staff.
Well, I’m sure that the issue is not caused by theme, it’s folder permission on his server. So I need to tell him that he needs to contact TF support, right?

No need, show him confidence that your theme works, tell the NOOB he has to fix his write permissions.

Are you chinese?

Thank you dnp_theme, yes, I’m Chinese.

164 posts ThemeVan
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ThemeVan says

I personally recommend you ask for support, as authors we can’t make refunds from the dashboard, unless you use money from your personal Paypal (or something like that) to send money back to the customer. Envato decides this through support contact.

Hey htmgarcia, glad to see you again, partner! :)

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htmgarcia says

Hey htmgarcia, glad to see you again, partner! :)

Hello partner! I tried to be here as long as possible.
I’m happy to see that your theme is selling very well.

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