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
Why no-one from Envato confirms whether both the Badge & the Rating is removed from that specific account, and even more, the account is getting disabled (if no reason is given for the reversal?). Also, what measures does Envato takes to protect the authors from further invalid purchases, like banning IP’s and such. Also how can we know why the money got refunded? we must contact support for each and every refund to find out what was the reason?
I can confirm that the the ratings and the ‘purchased’ badge (that shows up in item comments) is removed when these ‘sale reversal’ (sometimes called a chargeback) transaction types occur. This is when the chargeback has already happened.
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.
At this point we don’t have any notifications going to the author as to the reason for the dispute but you raise some good feedback we will talk about what can be done here. For the time being though, yes, please contact Support if you are concerned about a particular transaction on your statement.
Thanks again for the feedback.
@Carlos, It also happened to me yesterday. Interestingly, my item that got this sale reversal is also from Photo Album category.
Hi kinzi21, one of the support guys is going to contact you and follow up on this for you just to make sure you’ve got all the info you need.
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!
That’s the coolest pronunciation of “Vegemite” I have ever heard! Great video pezflash!
and I definitely agree with kingdog.. more videos trying Vegemite!!
Big congratulations to pezflash, thank you so much for your contributions to the Marketplace and the community!
Great work charliesome and team!
I cannot sign in using Safari on a Mac. The entry fields retain the default info ‘Username’ and ‘Password’ with my username and password transposed ON TOP of it, then pressing sign in does nothing. Works okay on Firefox on the Mac.
We think we’ve fixed the problem you reported for Safari with the entry fields retaining the default info. Couldn’t replicate “pressing sign in does nothing”. Can you please test and let us know if you are still having issues?