Senior Authors, How to deal with refund?

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?

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

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

dnp_theme said
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?

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.

badjohnny said

dnp_theme said
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?

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.

dnp_theme said

badjohnny said

dnp_theme said
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.

htmgarcia said
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!

badjohnny said
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.