good to hear it re getting multiple advisory input, the more people (both tax attorneys and gov’t regulatory agencies) you hear from, the better since you’ll likely hear agreement on the main points from knowledgeable experts.
The ACCC (Au’s equivalent of USA’s FTC) may be able to help:https://www.accc.gov.au/
It’s vitally important for all to understand ramifications of VAT exposure (who has been paying it to Eu per current laws; who’s responsible), as well as IRS reported earnings via 1099 or other means. Consulting with a tax atty/CPA is a good idea.
You better stick those guidelines in the face of every buyers when they purchase something here, because it’s extremely ridiculous that i just got a 2 star rating because, quoting from the rating “the author doesn’t provide customization nor for free or even paid”, and this is clearly stated everywhere on my site. And you better take actions against these useless ratings.
For what is worth, this is my definition, but again, some buyers will ignore it anyways.
The Scope Of Support Includes The Following :
- Any WordPress compatibility error arising from a fresh product install.
- Help with functionality of our products, which is not specified in our documentation.
- Issues with theme setup.
- Issues relating to a broken product functionality.
- Functionality which does not work as advertised into the product’s description.
The Scope Of Support DOE NOT Include the following :
- Customization services or any other custom work beyond 1 – 2 mins
- In-depth theme customization.
- HTML customization/template code changes.
- Adding functionality which was not advertised and is not installed by default with the product(s).
- Any broken styling as a result of theme customization.
- Compatibility with 3rd party plugins.
- The loss of changes due to not backing up your site prior to running a product(s) update.
- HTML, JS, PHP, CSS basics.
- WordPress installation and / or administration.
- Server diagnostics, maintenance or any other server related service.
- Third party plugins, extensions or any other third party software.
+1 very well written, as a top buyer I totally agree w/above. I want you theme authors to have time to work on new themes/updating fixing current ones, not answering support questions by clueless buyers asking for customization or out-of-scope support questions.
I never ask for support on ae templates, activeden flas, graphicriver or AJ content.
The only type of support I ask for on themes and plugins is:
a) if it’s broken and/or doesn’t work properly, please fix b) occasional rare css “how do I do this in your theme” to override default font settings c) functions not working
and I rarely send in support tickets unless I’ve done a lot of trying to fix it on my own, have searched threads/support forums for help, and still can’t make it work.
Setting buyer expectations with SPECIFIC lists of do’s and don’ts (WITH EXAMPLES) would be great to help build more consistent support expectations.
+1 for at least test a 2Gb limit
My feedback, for what it’s worth, is that it’s worked as-is just fine and dandy for 6 years therefore it’s not broken therefore it does not need fixing. The only thing that hasn’t worked so far is Envato’s ability to define what should and should not be expected when buying micro stock.
If authors provided and promised ongoing support/updates, which historically most have done, you cannot legally all of a sudden start charging for what had historically, at time of purchase, been included at no additional cost. Some ‘grandfathering’ in provision for pre vs post tos/support plan purchases needs to be included.
On behalf of all buyers, I’m confident/hopeful that envato will do the right, legally compliant step of adding in some grandfathered provision to honor support/update promises originally made by authors at time of purchase (and observed as ‘typicality of support provided at time of purchase’), to take care of prior purchases. This is my final post on the topic, I know envato needs time to research this (call the ACCC/FTC) and develop a fair, balanced honest approach.
stewboon said Q. Before the start of the new policy, what if a buyer believed they were buying with access to more than 6 months support? A: Buyers should be able to trust the item descriptions, but assume that support will get limited soon to 6 months.
That was not in place at time of purchase, so some ‘grandfathered’ in provision for ongoing support needs to be provided to buyers who bought Before the limited-support policy goes into effect. Check with the FTC/ACCC for compliance laws in this regards. Whether or not specified in the TOS on the site; what counts is the ‘typical sales/support’ that was seen/provided to buyers at time of original purchase. Which was not 6 months limited support. We bought on the premise of author promises and observations that ongoing support is included, which is what we saw at time of purchase.
+1 more buyers should speak up… or else you hear from the 5% loud authors who don’t want to provide support like the topsellers already provide. Let’s get BALANCED input. You saw from Buyer Survey what expectations are, right?https://speakerdeck.com/envato/buyer-survey-key-results-item-support
click the ‘play button’ to see other results on survey at top of page. If there’s a big disconnect between buyer and seller expectations, BUYERS/customers win since we’re who pays you. Money talks. In my business I survey customers every few months and update/adjust my business based on what they say. That’s why I’m a topseller in my industry. I listen to and RESPECT/respond to my customers, who reward me with high sales. At least that’s worked the 15 years I’ve been online fulltime.
to clarify, by support I don’t mean customization work; just what topsellers in TF are already providing included, which is what other WP theme companies already provide, is forums with 24-hr response time to questions about themes/css fixes/how to implement features etc. Overall the issue is there’s a lot of different authors with different ideas about what they are obligated to provide w/support right now.
For your competitors, most major WP theme companies have forums with ongoing timely support. Some have annual plans (and developer licenses, eg for less than a few hundred $ you can use multiple WP themes on multiple client/personal sites, unlike envato which has restrictive one-project usage license, which is very expensive if you want to use theme on multiple sites), and they have active forums with 24-hour responses. Check out from buyers’ standpoint what others provide.
Here, the topsellers usually provide solid support (like ‘avada’ and ‘the7’ themes, and revo slider, all which provide great support), which potential buyers see, and we use to decide whether or not to buy.
But what about the other 90% authors who have WP themes or plugins that only sell a few dozen…how much support should they be required to provide? It’s hard to make a one-size fits all policy that meets needs of both buyers and authors; that’s the big challenge.
I agree re I think it should mostly stay the way it is, since it has worked reasonably well and meets buyers’ expectations.
the only thing you might want to add is a completely Optional for-pay “platinum support” type program for NEW Purchases made After it’s announced, on a per-theme/product basic that authors can choose, or not, to participate in, which would for say an extra half the cost of the theme per year guarantee 24 hour turnaround time, or something like that. Key is it’s the author’s choice whether or not to offer a platinum upgrade plan. and if they do, envato should get maybe 10% of that as fee not 30%.
basic support should still be provided within 72 hours for a reasonable number of questions, like up to 2-3/month for as long as the product is still selling, or a year, or something like that… for all new sales…for pre-existing grandfathered in sales the support situation should stay the same since that’s how it worked at time of original purchase which is why us buyers bought, we saw upgrades/support that’s included w/purchase price.
but a totally optional platinum plan might be a good way to test the idea of paid premium super-fast support, but Only for authors that want to offer it. it’s not worthwhile likely for occasional, new authors so don’t force all authors into one plan, since that doesn’t “one size fits all” actually doesn’t work well since so many different author types, is my .02