177 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?

149 posts Designer & Developer
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Webbu says

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

http://goo.gl/LqaLk
1775 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.

177 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.

1775 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.
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?

537 posts I love the web!
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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.

177 posts ThemeVan
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Has been part of the Envato Community for over 4 years
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+4 more
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.

177 posts ThemeVan
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Has been part of the Envato Community for over 4 years
  • Won a Most Wanted contest
+4 more
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! :)

537 posts I love the web!
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Won a Most Wanted contest
  • Contributed a free file of the month
+6 more
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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