1692 posts Building the Web.
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+7 more
ZoomIt says

In the case of a ‘dispute’ (before a chargeback is completed), we are notified by the payment provider and we work to resolve the dispute with the buyer before it progresses any further. We are definitely committed to continuing to work closely on these events so we can prevent as many reversals and disputes as possible.

Yes, a “Resolution Center” would be awesome.

This would work like so:

1. Buyer contacts Envato Support.

2. Buyer must demonstrate that they have already contacted the author with the issue.

3. Buyer must demonstrate this is a real issue – demoed on the preview / item description but not working in the real product with a live link.

4. If author does not reply / fix within 7 days => refund . It will also mean buyer is cut from future updates and support. And maybe the licence key is sent to the author so he can develop a script to remove the buyer from the support forum.

99.5 % of the buyers are awesome and will not abuse this. But also do not make it easy to abuse.

811 posts We're a nice team!
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+9 more
ThemeFocus says

and @all

I think as reversed purchases MUST done these events:

1.Purchase tag & rate remove.
2.Setting purchase code verification invalid.
3.Purchase code show on author statement so that author delete the user from author forum.

I think it’s very important for authors.
If you also agree with me please +1 and let Developers do them.

:)

1329 posts
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graphic4444 says

it would be good to track IP addresses too, to see if there’s a common criminal element among chargebacks from individuals who start multiple buyer accounts. track IP addresses, is smart, to ban “serial refunders”

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Pandora_Black says

May I chime in on this….. I used to be a power seller on Ebay (years ago)... As a seller I would sell the item to a buyer the buyer would file a dispute to Paypal and then they would hold or freez my funds until the dispute was resolved.

There was NO SELLER PROTECTION in place and the “Buyer was always right” according to Paypal. The buyer would then receive a refund, and 70 percent of the time I was out of the item as it was never returned to me OR it was returned to me damaged.

I agree… As a purchaser or seller there needs to be some seller protection in place somehow. I see the sellers point of view only because I used to be a Seller on Ebay.

If you purchase an item.. work it out with the seller as they know their own design and can help fix issues or bugs. If you get a refund as a buyer then you should NOT be allowed to use that theme for any reason. Many times if this happens themes end up on the internet as torrent files and people do not understand the time and cost involved in such design.

I think Envato can introduce a Badge on their profile that shows “RETURNED ITEM” and this is permanent so other buyers, visitors and sellers can also see their returns. This at least may help in showing which buyers do this or how often. Just some ideas that TF may introduce.

We have badges for how long we are members, sales, etc… maybe they will introduce a badge to buyers who make returns after a dispute with the TF team.

:)

45 posts Customer Experience Manager
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kdubdent Envato team says

Heya folks!

There have been a few questions and comments here around somehow providing authors with information about the individuals who may initiate a ‘sales reversal’ (correct me if I’m misunderstanding) .

We are definitely hearing you on this but it needs some discussion before we can understand what the answer is.

As always, your thoughts and discussion is appreciated :)

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BittLoader says


In the case of a ‘dispute’ (before a chargeback is completed), we are notified by the payment provider and we work to resolve the dispute with the buyer before it progresses any further. We are definitely committed to continuing to work closely on these events so we can prevent as many reversals and disputes as possible.

Yes, a “Resolution Center” would be awesome.

This would work like so:

1. Buyer contacts Envato Support.

2. Buyer must demonstrate that they have already contacted the author with the issue.

3. Buyer must demonstrate this is a real issue – demoed on the preview / item description but not working in the real product with a live link.

4. If author does not reply / fix within 7 days => refund . It will also mean buyer is cut from future updates and support. And maybe the licence key is sent to the author so he can develop a script to remove the buyer from the support forum.

99.5 % of the buyers are awesome and will not abuse this. But also do not make it easy to abuse.

+100 to this one :)

1618 posts
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+5 more
LumenMedia says
Absolutely agree. Especially when we are talking about “simple” products- audio, video, photo files.


In the case of a ‘dispute’ (before a chargeback is completed), we are notified by the payment provider and we work to resolve the dispute with the buyer before it progresses any further. We are definitely committed to continuing to work closely on these events so we can prevent as many reversals and disputes as possible.

Yes, a “Resolution Center” would be awesome.

This would work like so:

1. Buyer contacts Envato Support.

2. Buyer must demonstrate that they have already contacted the author with the issue.

3. Buyer must demonstrate this is a real issue – demoed on the preview / item description but not working in the real product with a live link.

4. If author does not reply / fix within 7 days => refund . It will also mean buyer is cut from future updates and support. And maybe the licence key is sent to the author so he can develop a script to remove the buyer from the support forum.

99.5 % of the buyers are awesome and will not abuse this. But also do not make it easy to abuse.
3763 posts Community Moderator
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Joost Moderator says

I hear you though, last night I had a nightmare that I was in the Matrix and took both the red and blue pills simultaneously, it left me in a state of painful ignorance :/

Best first forum post ever :P

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ThemeMarket says

Hi!

Does this mean buyer can buy our item, after downloading the item, buyer can be refunded? How do you deal with this? How we know do buyers using or not downloaded file?

Regards.

4560 posts Community Mod Building awesome stuff for your mobile devices!
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+15 more
Enabled Moderator says


In the case of a ‘dispute’ (before a chargeback is completed), we are notified by the payment provider and we work to resolve the dispute with the buyer before it progresses any further. We are definitely committed to continuing to work closely on these events so we can prevent as many reversals and disputes as possible.

Yes, a “Resolution Center” would be awesome.

This would work like so:

1. Buyer contacts Envato Support.

2. Buyer must demonstrate that they have already contacted the author with the issue.

3. Buyer must demonstrate this is a real issue – demoed on the preview / item description but not working in the real product with a live link.

4. If author does not reply / fix within 7 days => refund . It will also mean buyer is cut from future updates and support. And maybe the licence key is sent to the author so he can develop a script to remove the buyer from the support forum.

99.5 % of the buyers are awesome and will not abuse this. But also do not make it easy to abuse.

Yup! +infinte! Sounds like a good idea!

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