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Blinn says

I think I’ll venture an idea that could help the buyers:

Why not set up a system of mutual benefit to buyers, sellers, and referrers so that the amount of money they use to buy things on Envato determines how many extra referral cuts the buyer receives after the first one? For example:

$50-100 used = 1 extra referral cut per user. $100-500 used = 2 extra referral cuts. $500-2000 = 3 extra referral cuts. $2000-5000 = 4 extra referral cuts. $5000+ = 5 extra referral cuts.

That way, buyers as well as authors would be encouraged to make more purchases if they use the referral system. It’s still 30% of any sale, purchase or account deposit but it would be extended beyond the first transaction.

The example I used might not be perfect, but I think it’s worth considering. It’ll reward buyers, referrers, authors, and Envato as well and improve the circulation of money. Envato takes a cut of anything anyway.

I’m no expert on this subject but I think this system could work in some form. :)

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familychoice says

Why not set up a system of mutual benefit to buyers, sellers, and referrers so that the amount of money they use to buy things on Envato determines how many extra referral cuts the buyer receives after the first one?
+1. We removed all the envato ads and promotional product features from our sites due to the miniscule amount of commission we received.

This is great feedback, thank you. Could you elaborate a bit more on this, please?

Thank you Scott, this is exactly the sort of friendly response we feel has been lacking on this site. The general feeling we get is that we should be grateful we’re even allowed to buy products, and any feedback that isn’t completely glowing in appreciation is immediately stamped on.

There have been many occasions when threads we’ve started have been trashed by authors, which eventually get locked and then deleted. There was even one occasion when we received a response verging on abusive from one moderator, which we had to flag, who was definitely not impartial and happily joined in with the general air of customer bashing.

The most recent waste of our time thread: http://codecanyon.net/forums/thread/theme-no-longer-available-but-author-still-active/108513 which we started when another theme we’d purchased was removed from sale, leaving us without updates and support.

We were hoping for a constructive discussion, as from a customers perspective it feels pretty unfair when a relatively recent purchase is discontinued, so the author doesn’t have to provide support for older products and can instead continue to bash out new products.

This didn’t happen, and support locked the thread about an hour later “as it might lead to various non-productive discussions as your message basically addresses a number of authors”.

It didn’t ‘call out’ any authors, and there’s no reason why the discussion should be ‘non-productive’. On the contrary, finding a better solution than a ‘tough luck mate’ response might help authors and buyers. Most customers don’t frequent the forums like we do, and you probably have no idea how many disgruntled buyers you’re losing when they find their purchase has been withdrawn, leaving them with a broken website.

Maybe it’s time to start listening, rather than locking.

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Paulnomade says

Maybe it’s time to start listening, rather than locking.

+1

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scottwills Staff says

Why not set up a system of mutual benefit to buyers, sellers, and referrers so that the amount of money they use to buy things on Envato determines how many extra referral cuts the buyer receives after the first one? For example:

Interesting take, thanks, Blinn, I don’t think I’ve come across that specific idea before! I know our referral system is nice and there are many people who make significant residual income via it, but I’m fully aware it’s not perfect and could be improved. I’ll find out if anything is planned.

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scottwills Staff says


Maybe it’s time to start listening, rather than locking.
+1

Locked or unlocked, trust me, a lot of people at Envato are listening. :) But I agree with what you’re saying and would be glad to look at some specific examples just to be sure. Please note however that my team do a tremendous job moderating the forums (it would blow your mind how long and hard they work, typically in their spare time too just because how much they love interacting with you guys and how much they enjoy doing what they do!) and locking threads is something we have to exercise from time-to-time in order to avoid any confusion or chaos. This is for many reasons, including but not limited to, when the original poster’s question has been answered, duplicate threads, when a Support Ticket needs to be submitted, and so forth.

Right then, so if no-one has anything else to say I’ll lock this thread! I’m totally kidding, please excuse my sense of humor. ;)

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Paulnomade says

Locked or unlocked, trust me, a lot of people at Envato are listening. :) But I agree with what you’re saying and would be glad to look at some specific examples just to be sure. Please note however that my team do a tremendous job moderating the forums (it would blow your mind how long and hard they work, typically in their spare time too just because how much they love interacting with you guys and how much they enjoy doing what they do!) and locking threads is something we have to exercise from time-to-time in order to avoid any confusion or chaos. This is for many reasons, including but not limited to, when the original poster’s question has been answered, duplicate threads, when a Support Ticket needs to be submitted, and so forth.

What you say is obvious. But there are threads that remain unanswered. Sometimes the lack of specific information. Of course, do not take it personally. Thanks :)

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familychoice says

But I agree with what you’re saying and would be glad to look at some specific examples just to be sure.

Have a look at the one I linked to. Why was that locked?

I know the Envato T&C’s off by heart and am fully aware that they provide absolutely no protection for buyers if an author decides to remove a product from sale. But I was trying to highlight that this is an issue for most theme buyers, as removing updates and support will ultimately leave them with a purchase that no longer works and was a worthy subject for discussion – certainly as worthy as the multiple author threads complaining about ratings.

This does absolutely nothing for buyers confidence, and the lack of customer support from Envato feels like a slap in the face.

As well as financial rewards for loyal customers I’d like to see a bit more support and customer engagement from Envato. You’ve seen how some of the authors behave on here, so if you don’t take our concerns seriously then no-one will.

We stopped buying themes here a few months ago – the bugs, ‘support is a gift’, and number of disappearing products make themes an unviable purchase for client use so we either use our own framework or buy them from other sources that guarantee updates and support. There are a couple of specialist themes on here we may buy, but only for our personal use.

Calming words on a forum are all well and good, but a bit of actual customer protection wouldn’t go amiss Envato.

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Australia says

Items sold here on “as is, where is”

If they dont work when you buy and download them, for the platform designated within the file description, then contact support.

If you buy a hamburger and it contains a large metal washer, then you go back and exchange or get a refund.

If you buy a hamburger and 2 days later get the shits, then you contact the seller and the designating body in charge of food safety ( for this analogy Envato )

If you buy a Hamburger and then 3 months later decide to eat it and either of the above happens, your on your own. If the parameters have changed.

You have stated in nearly every post lately that you are No Longer buying themes, fine thats your choice. As much as it is an Authors choice not to provide continued free support.

Get over it.

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gregoryp says

You have stated in nearly every post lately that you are No Longer buying themes, fine thats your choice. As much as it is an Authors choice not to provide continued free support. Get over it.

+1

Finally! Someone said it straight in FamilyChoice face (no offense man).

But come on FamilyChoice, of course you are the buyer, of course you give the money, but man I’m also a buyer, not very active in the Forums, but believe me, I read a lot of topics/replies here in the Forum…. man you are mourning about everything !!!

Now don’t give me your next portion of serious analysis, keep it for you. I can assure you that a very big part of the community is sick of your “suggestions”... yes, I mean buyers as well (not only authors).

Now, please leave your ego aside, leave all this smarty things about “I’m the customer, I’m paying the bills” and think about your attitude and about most of your mourning discussions here (yes, most of them… some were normal).

Have a great evening man… if you want to spent your money elsewhere, feel free to do it !!! I spent my money here, elsewhere, everywhere… but I will never start so pointless discussions as yours (once again, no offense).

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scottwills Staff says

The most recent waste of our time thread: http://codecanyon.net/forums/thread/theme-no-longer-available-but-author-still-active/108513 which we started when another theme we’d purchased was removed from sale, leaving us without updates and support.

Thanks for the link, I just took a look for you and here’s what I can tell you:

  • You asked for an official/Envato response to the issue in the post you shared. Someone from Envato responded the same day.The response appears very polite, timely, and provided links to extra information to help underline how the Marketplaces work.
  • One of the links the staff member shared with you answers all your questions – http://support.envato.com/index.php?/Knowledgebase/Article/View/219
  • All of the information the staff member provided for you should be everything you are already aware of because (a) you cited most of it in your post and (b) it’s what all our members agree to in the membership terms and conditions.
  • I don’t personally have a problem with the thread being locked because the issue/question was answered in my opinion and that’s how we operate our forums fairly and transparently, exercising the right to lock them if we deem them answered.

Your final question in the post you cited was about refunds. The link the staff member shared with you contained information about refunds. I feel confident that the staff member answered all your questions very well. My only recommendation to you if you have not already done so is to contact Support via a Support ticket as per the Knowledgebase article that was shared with you.


We were hoping for a constructive discussion, as from a customers perspective it feels pretty unfair when a relatively recent purchase is discontinued, so the author doesn’t have to provide support for older products and can instead continue to bash out new products.

You’re right, it is unfair when that happens. Which is why Envato has a process in place for exactly what you were wanting to discuss. All your questions were hopefully addressed and I look upon the locked thread you shared as our staff doing their best to assist you as there’s nothing really to ‘discuss’. Is there a question perhaps I’m not hearing you ask or a solution you would prefer that we consider doing to improve customer satisfaction? Please let me know if so.


On the contrary, finding a better solution than a ‘tough luck mate’ response might help authors and buyers.

Again, there’s a process in place, we have online documentation, it’s in the membership terms and conditions and when you opened a forum thread, a staff member kindly took the time to share the process with you that hopefully explained what to do in these unfortunate situations.


Maybe it’s time to start listening, rather than locking.

Thanks for the feedback. I can assure you we are always listening, very intently, to everything that our community kindly shares with us (both good and bad) and we have internal processes in place to ensure appropriate staff members are notified to assist with any complex or unusual situations. As far as forum threads are concerned, we will continue to lock threads on an as-need basis to ensure questions are answered and issues are resolved to a satisfactory level. Thanks for understanding and for sharing the specific example with us.

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