We have a change we’d like to make sure everyone is aware of. It’s regarding how we handle reversals on sales coming from the payment provider (e.g. PayPal). When a reversal is issued by PayPal, the money from that transaction never makes it to Envato. In the past when a purchase was reversed by the buyer, we only reversed the purchase on the marketplaces for the larger amounts. Most of the time we paid the author a sale anyway (even though no money made it to Envato). This was because our tool was a completely manual (and super inefficient) one. We’ve now been automating parts of our system around reversals, so we can accurately capture more transactions.
To be clear, the number of reversals that are made is far less than 1%, it’s a very small total number of transactions. However now that we are capturing more reversals in our system, more authors are going to see these pop up very occasionally on their statement.
If you have made a sale and it is then reversed, a line will appear on your statement to notify you. The transaction type is “Sale reversal”.
There are a variety of different reasons a reversal might happen, but two broad groups are the transaction was disputed on the grounds that it was some sort of fraud (i.e. I didn’t buy this, I’ve never heard of this company!), or that the buyer was disputing that they got what they paid for in some way. On the first type, we have an active anti-fraud team and systems in place. On the second, we work on the disputes that are raised, and try to resolve each positively. So while reversals are part of running any sort of business online, we are active and diligent in both monitoring and combating reversals to ensure they are minimised.
If there are any general questions about statements, reversals or similar things please do contact the Support Team. We are alway happy to help!
OK, I understand the buyer gets a refund for some reason, I hope that the “PURCHASED” badge is removed from that buyer’s comment as well as his possible rating, right?
Whats to stop people buying getting a refund and keeping the file?
There should be provided a License Key of purchase so authors can remove such person from a support forum.
Yey, just got my first reversal. Thanks Envato.