Please make this topic sticky again.
Envato you can’t have limited 6 months support and unlimited updates.. what use is updates if the support has expired.. what if there are problems or questions with new updates and support has expired? If support is going to be limited, you’re going have to make updates limited too. Otherwise it’s just going to create more problems.
I think this is the trick, to force buyers to pay for updates saying you are paying for support. Major updates will always cause an increase in support questions. But if this is the case I don’t like Envato shady policy when updating the marketplace.
So is this so called new proposal going to be implemented?
I see a lot of problems authors and buyers raised but Envato answers are very selective & elusive. I’m not sure what to do here.
This sounds great, but one problem I see is what happens if a buyer contacts us after his support expires?
Voluntary help is always upto the author’s decision. There won’t be any restrictions for buyers for such requests and author may or may not respond those. Similar to how things work now.However the consequent issue would be possible bad ratings after support expiry. This is complex to handle.
But this an important issue. What is missing from this announcement is how will Envato protect authors from abusive buyers. At least we can not say Envato will try to make money nothing.
And another question: will we sell the support packages directly yo buyers and we pay a commission to Envato or Envato sells it and we receive the commission?
I’m not sure how this is a better deal. From what I read is the same thing, even worst maybe.
Support+rating system can still be abused, and this is an important issue.
Updates (lifetime) + support 6 months is maybe a OK for themes, but for plugins I’m not sure it is. My top seller plugin has been updated over 2 years (with a major update for version 2.0) and I still have around 200 feature requests in the to do list.
I’m not sure how you intend to inform people regarding what support is and what to expect, but I’m 100% the minority of buyers that exist and all authors complain about will not read it, so the problem is still there.
and NOT included:Who will provide support? And this is a long discussion.
Help with included 3rd party items from the 3rd party author (eg plugins included with themes/templates)
And to sum it up you want to still sell our time without protecting us at least from abusive buyers.
Dream-Theme saidAre you people serious? I thought most authors want support to not be mandatory.
P. S. Idea of “authors support rating” that guys were talking about sounds very good to me.
No, I don’t like to have mandatory support at all, the reason can be found in many posts from other authors.However I like the idea to separate the support rating from the item rating. If the item is “perfect” but the support is lacking there’s no reason that the item has a lower overall rating.
What will stop a buyer to give you two 1 star ratings?
Is the rating displayed correctly on CodeCanyon? I see an item with rating 4.8 with 4.5 stars.
I also do not see the point of Published filter … am I missing something. Maybe an Last updated filter will be much better.
chilly_orange saidAgree. But not sure such people deserves refund whatsoever.
DanThemes saidFortunately, most buyers are sane people who have better things to do then harass support. It’s only a small % of customers who think the world only exists to serve their silly needs And, as an author, you’re better off firing these customers and give the refund then having to deal with someone who’s beyond reason…
jayc saidI don’t agree. I think that offering refunds to annoying buyers is silly to say the least. Think about it, anyone could purchase any item they want and then send dozens of support requests each day until the author gives up and refunds him. Then this customer buys another item, abuses again his “right” for support and gets his money back again. And this could go on and on… until that customer has acquired hundreds and hundreds of items basically for free. This sort of system can be abused so easily.
Don’t take it personally, I’m just curious, personally I totally agree with the refund policy.
This is not a good idea. I had a customer who was inventing bugs, say he will sue us because the item wasn’t good … and he said he will stop if we give him a refund. For some unknown reason Envato granted him the refund.
Do you think he removed my item from his website after all this months? Of course not.