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pixelentity says

I think that authors should have the ability to refund customers
can’t agree more
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designova says

.................

Quite often (not necessarily in this case) we see people demanding refunds for a range of justification when on occasions it is due to their lack of technical knowledge, not checking the demo carefully enough or not reading the description or documentation thoroughly enough. These cases demonstrate the need for a 3rd party decision maker…......

+1.

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voudini says

The fact that Envato sometimes refund new users who have purchased the incorrect file type is considerate in itself given that in many cases they had downloaded it – genuine error or not. But ech case needs to be at their discretion.

While as Sevenspark says it may be an idea for authors to give direct refunds then it requires a self moderated decision process which could potentially get tricky without an independent adjudicator like Envato staff.

Quite often (not necessarily in this case) we see people demanding refunds for a range of justification when on occasions it is due to their lack of technical knowledge, not checking the demo carefully enough or not reading the description or documentation thoroughly enough. These cases demonstrate the need for a 3rd party decision maker.

I hope you get your issue resolved but absolutely a auto refund option could never be realistically viable. I cannot think of any leading market which operates in that way – they would be bankrupt within a month.

Definitely not in this case. I develop themes myself. I am also highly irritated because I spend a LOT of money here and it’s a 50/50 shot whether the theme will work out of the box or not without any support from the author. I don’t know what the screening criteria is to put something on the marketplace, but whatever that may be isn’t working very well. For example, I have never had any issues with themes from WooThemes, or YooThemes or many of the other theme retailers. They all work, 100% of the time, because they have put a lot of time into testing. I think Envato needs to adopt a similar principal. The ONLY place that I ever run into issues is here. It makes me want to stop spending money here entirely.

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AlexFjord says

As we said “not necessarily in this case”. First off do not call out competitors on here.

For what its worth first, TF receive and publish hundreds more files than just about any of their competitors. Also those mentioned use internally created themes of their own NOT from external authors as in a marketplace like this. Of course there needs to be stringent reviewing and TF do do a good job of it but as the files are made elsewhere, and the scale of submissions of course some mistakes get through and when that is the case they refund as appropriate.

I am sure that it is only a tiny % of purchases that have genuine errors. As was pointed out earlier in this thread marketplaces like this are all operate using the same principals concerning reviews and refunds.

Of course it is frustrating that you have suffered issues and I have zero doubt that TF will do what they can to help you resolve your problems

At the end of the day (and this is NOT aimed at you just in general), what this marketplace offers is incredible value for money in terms of choice, price etc. For a beginner they get a full website at a fraction of the cost of what a private developer would cost. For seasoned developers, quite honestly for client work should not be using templates and of course the best way to be sure there are no errors is to make the effort to build it yourself. However when the situation arises where they need to use a template then still imagine how much work/time/money they are saving (even when there turn out to be some minor bugs). The cost of a full WP theme here is less than most decent developers hourly rate.

I hope that you get your situation resolved.

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dwhitmore says


P.S. There should be a 12 or 24 hour window for obtaining an automatic refund from the time you first download it.

This would get abused endlessly..

- Ed

+1

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voudini says



P.S. There should be a 12 or 24 hour window for obtaining an automatic refund from the time you first download it.

This would get abused endlessly..

- Ed
+1

Just because you and Ed might abuse the system, does not mean the rest of us would. Yet, you believe we should all have to deal with substandard themes and have to wait for Support to refund after they “investigate”? What will they “investigate”? It’s right there in the comments of the theme from multiple users having issues. Also, it wouldn’t be an issue if “Envato” had screened the theme better in the first place, so my faith in Envato’s ability to “investigate” these issues is a little short.

There are ways to activate and lock down themes to help alleviate these issues, by the way. If I don’t have a “purchase”, you can lock down a theme to where it won’t work. This would keep people from potentially abusing the system, as it were. So, I’m just trying to point out that the current system leaves a lot to be desired. If Envato isn’t going to screen and keep the theme developers in line and the products Envato sells being 100% functional without the need to get support right after a purchase, because the features that are advertised are non-functional, then there needs to be a better refund / licensing / activation system.

P.S. This isn’t Google+. That +1 won’t do anything.

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sevenspark Moderator says

I don’t think anyone is arguing that the system couldn’t be improved, but the solutions are much more complicated than they might seem at first glance :)

For example, there is no way to 100% protect open source code – any such system could easily be removed. And if that was implemented I imagine we’d have a lot more angry customers than we do now (customers HATE discovering that a piece of software “phones home”). I imagine the tutorial on “How to remove ThemeForest DRM” would be available within 48 hours.

I totally agree that crap code needs to be eradicated from the marketplace – but keep in mind, this is a marketplace, not a theme shop like those you mentioned. Individual authors are responsible for their code; Envato does it’s best to test themes, but it can’t test every scenario.

And yes, Envato needs to investigate claims, because what many customers claim is “broken” is most frequently user error (not saying that is the case with you – but not all customers are as experienced as you). If Envato gave refunds every time a customer couldn’t be bothered to read the instructions, things would go downhill quickly, unfortunately ;)

That being said, I could envision a system where “power buyers” like yourself would have the ability for automatic returns. That would be a nice feature for customers who have proven that they are serious buyers, and obviously aren’t trying to scam the system.

P.S. Please don’t suggest that anyone here would abuse the system ourselves just because we recognize that there are unscrupulous people out there. As authors, we deal with people trying to scam their way into free copies of our work every day – it’s just part of the business.

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Cara_design says

There are over 2 million members here most of whom are extremely happy with what they receive.

With the greatest respect if you believe the themes are substandard then as a “developer” why not just build your own?

If you believe that the internet is full of honest people that would not abuse the system then I am afraid you must be kidding yourself. As was raised earlier if there was a better way to improve the way it works with no risk of peoples’ dis honest behaviour or putting sites out of business then do you knot think the likes of Google, Apple and all the marketplaces like here would be using it?

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PaddyTaylor says

@Sevenspark – that is a great explanation

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organicbee says
Due to the digital nature of the Products offered for sale at the Sites, we maintain a “no refunds” policy for Products which can be previewed by the Buyers (such as audio and graphics). A Buyer may make a claim for refund if a Product is one that cannot be previewed (such as WordPress themes, Adobe After Effect Projects, applications) and the Buyer asserts that the Product is not as described, or is broken or is corrupt. The deadline for a Buyer making any refund claim is 30 calendar days after purchase and this claim must be made to Support. We will verify the validity of the claim before a refund is approved.

Pretty clear what the policy is. When you created your account you agreed to those Terms and Conditions.

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