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Don’t you hate getting a e-mail from someone that says ” Help me or I’ll ask for a refund ” ... they don’t even read the documentation and they trow in all sorts of ” nice compliments ” ?

I really hate the refund policy. It gave some buyers the ability to grow a nasty attitude and think they can make authors do anything. If you don’t help me I’ll ask for a refund

What’s up with the attitude? I mean … We provide documentation, we give support, the files are basically free… What the … ?! :mad: :mad: :mad:

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Reaper-Media
says

Well they can’t really threaten like that, they will only get a refund if they can prove that the file downloaded doesn’t work as advertised. If the file works fine, then they will not be issued a refund. (as i understand it)

In these circumstances, it’s best to just send them a generic message explaining that support is optional and due to their bad attitude, you are not going to help them. :)

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In these circumstances, it’s best to just send them a generic message explaining that support is optional and due to their bad attitude, you are not going to help them. :)

Done that. It just annoys me to see a person I don’t even know, acting like that.

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Reaper-Media
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Well there’s always that one person who immediately acts like that, and there always will be, there’s nothing we can really do about it other than shrug it off. :)

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MSFX
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rise above it :)

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marcfolio
says

I think we all get those customers. Some I just ignore. If they would just ask a little nicer and not threaten to refund…

But i’ve yet to have a file refunded. I think most buyers don’t have a leg to stand on if they want a refund, because the file works as described and they just want to get free support of free alterations.

Now if you downloaded a file and couldn’t open the fla or couldn’t compile I could understand, but just because I won’t build them their own custom file…

More than any thing I think the best thing to do is keep your cool and don’t sweat it.

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LanceSnider
Envato team
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Just to be clear, we only refund when the file is genuinely broken. You won’t lose money just because someone wants free labor and doesn’t get it.

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Just to be clear, we only refund when the file is genuinely broken. You won’t lose money just because someone wants free labor and doesn’t get it.

I understand that, but it’s something that just drives you insane. I mean, you make the darn file to help the buyer and he goes crazy on you… :(

Ah, well… I have a suggestion, what about making a system where we can report such buyers, make the 1 star rating go away. I am sure a lot of authors got one star from some buyer that couldn’t read the instructions or stuff like that.

Thanks for clearing stuff out Lance and Reaper :)

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LucidStudios
says

Okay. Lance, I was recently contacted by a customer who stated that my Musicians Template download was corrupted. Well, I’m not so sure about that so I’d like to ask for you to confirm it for me. I tried downloading my template AFTER that customer wrote me, and I was able to unzip it without any errors. Thinesh contacted me advising me to upload a zip file that isn’t corrupt. Even though I downloaded it without a problem, I went ahead and uploaded another copy. I understand that if that customer can’t unzip that file he could ask for a refund. I don’t really have much of a problem allowing him to do that, but if my download file is corrupted, how come he was the only one who contacted me about it? There were 6 different purchases made on that same template without anyone else complaining about it. Could you please confirm whether or not it is corrupt, for me? Otherwise I run the risk of having to refund 120$+ which is no longer in my account.

you can send unzipped files to that particular buyer using a different method like dropbox ;)

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doru
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you can send unzipped files to that particular buyer using a different method like dropbox ;)

if other people bought the file and managed to use it and didn’t complain about it maybe, just maybe there’s no problem with the zip anyway, ? no?

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