Great story Calin!! One of the greatest guy around, thanks for being here for us buddy!!
PS: I’d really love to visit Viena someday, will buzz you and stress you a bit for a few days
Before this post gets locked/disabled try blurring the username of the buyer as it’s an info that shouldn’t be shared (current Envato policy).
I do share the felling, i also saw such reviews/ratings but try not to take it too personal. Keep in mind though that the rating/reviews system is under constant improvement as Envato announced on the 2014 Marketplaces Roadmap.
Great story Andy!! Would be great if we can make an Envato football championship / tournament
BAD! This change is very bad for authors, it’s about 5-7% drop in profit for authors, before I had like 80% of sales made with a higher price (because most buyers did not deposit money to their accounts). So for an item which costs $43 ($30.1 my profit), most of the people used to purchase it with a $2 fee which resulted in a total price of $45 ($31.5 my profit) , and now all the items are being sold for $43, which means I am losing $1.5 from every purchase, it’s 5% of my profit which is A LOT.
Perhaps sad for some, but not bad. For something that we never contributed to, i think we should actually be glad we even made money on them. See it as a bonus that we got lucky to have but does not apply any more, will ease up the transition
I’m so surprised so many people use ticketing systems. I was really convinced 90% uses support forums. This really encourages me to take my decision, thanks!!
Hi! I’m using Forums, Zendesk and KB. The forums are really helpful, there are a lot of answered questions, simply putting the link to the resolved issue if the customer did not find the answer, usually they even do not search Zendesk is really powerful, using it for about 6 months + I’m always sure that the customer will get a reply via email, had no problems with spam, all the emails get into Inbox. I use it as an alternative for the ticket system, used Kayako ticket system before. Its also great software, but it is a little bit expensive and complicated to customize.
Hey @mad_dog thanks so much for sharing, great info! As we speak i’m stalking your profile to get more insights , hope you won’t mind.
LumenMedia saidSome people may say “Wowww, envato is so community focused, they care about us, bla bla”, when you’ll live off Envato and it will be your main source of income and you’ll see that your opinion doesn’t matter at all, when you’re the partner with the 70% of the “business”, you WON’T think the same.
Thank you for answering us – this is why i love Envato. Friendly community, focused not only on corporate interests, but on some things too, that support this company from inside. I mean, i was impressed you have time to answer us.
I’d like to point out here that this phrase “We’re focused on Community” does not actually mean Community forums or authors. It means an entire eco-system – authors, buyers and staff. We can’t all agree on the same thing and for sure what’s best for others are not good for ourselves.
This is covered in here under the Author Driven Refunds section. From an Author point of view, sometimes the ability to offer a refund is an option some authors want to have, when communication is not working out as it should, or the resolution to a problem is nowhere in sight.
The process was already there, it involved contacting Support and requesting this, and of course, this also takes longer than we’d like. Once these tools are launched, the process should be much more streamlined offering an additional resource for authors, should they need it.Hope this makes sense
Thanks for that But, that’s what I don’t understand though, it says “there are times, particularly relating to item support, where an author wants to offer a buyer a refund”, in my eyes, the only time a buyer should ever receive a refund is if he/she bought a product by mistake and never downloaded it, or if the product is completely broken or not working as advertised, but products go through review so that is unlikely.
If a buyer is making crazy support demands, that is not a valid reason for a refund, you politely tell them the rules and that is the end of it. This new feature will only make those same buyers 10 times worse and make us have to deal with brunt of the problem, whereas now, Envato is the mediator between authors/buyers and has the final say, which is the fairest way for everyone involved and avoids long-winded conflict between buyers/authors.Authors who have asked for this are probably doing so on a knee-jerk reaction to one unruly buyer, without really thinking about the extra complications and headaches this will cause.
@Cubell i honestly see it as a benefit. While i hate losing money (who does?!), sometimes you need to do this. Please remember, here Envato sells licenses, not the actual item itself so if you give a refund you basically restrict the buyer from using your item. Also remember it’s not just for authors on TF but also CC.
I find this tool useful because:
- For some buyers the item may seem useless for their project even though they had a closer look at it in the demo.
- The item does not work as advertised; yes these things happen
- You get 100+ support questions from the same buyer and you simply don’t have time for this
- Could be a marketing resource like trials. While this is not really the case as it would involve much more, some buyers simply aren’t satisfied by the item quality. - Avoid harassing customers. Once i was harassed by a customer and i begged Envato Support for a refund to him. He actually said he will create a website with sc*ms where i’m the main character
- Buyer went on autopilot and didn’t had the chance to look careful into the description and so on. I have loyal customers and i seen such cases.with some, wouldn’t you help?
There are probably more but i do prefer to handle these personally and not let someone else take the decision for me.
Also i would never refund being on autopilot mode and i will investigate the case closely.
One last question Marius… how would you manage/implement the Purchase Code verification with Zendesk or Freshdesk. I know you cannot implement it, so how would you check if a given ticket is from a real customer or from a guy who has downloaded your item from a Warez site (or from a guy who is no longer eligible for support – there are more than 6 month since he has purchased your item)?
Thanks for the input Ivo and hope you will move to BBpress as in my opinion it’s much better, there are plenty free resources ( http://aquagraphite.com/2013/04/supportte-free-bbpress-support-forum-theme/ ) and also lots of plugins too. Also we’ve migrated the old vanilla posts into this new one, however Stefan did it (he’s a dev. wizard) and if you want i will ask him how he did it. As for a slight downside just had a look at the database being used by it and it loots to have almost 200mb and i’m afraid that i won’t be able to maintain it.
Now in regards to your question, both Zendesk and Freshdesk have app library. I searched for Zendesk integration and didn’t found nothing yet (found one but it’s not really useful for our needs) while Freshdesk already has an Envato API integration developed by KBRMedia here https://github.com/kbrmedia/FreshDesk-Envato . If i’ll choose Zendesk we will probably develop a custom solution or simply hire/post a project on freelancer.com to do it.
Tickets + KB works best for us. “People helping one another on forums” is myth IMO. At least if you have lots of different products and not the one and only bestseller.
Thanks for the input Miroslav, interesting to know this and i’m a bit surprised because i thought you guys were on forums too, at least at the moment i had a look over your profile. I’m glad to hear it works best for you, it’s really an encouragement for me to hear this.
Indeed that’s a myth and it’s definitely not something that should be considered if you choose a support forum. I just liked the idea of having it publicly searchable for buyers. I looked at my own psychology when searching for a solution and indeed i’m a forum searching guy too but this could easily apply to KB too.
Haha If things were like that, Envato would’ve been gone for years. From what i saw Envato always encouraged good and valuable feedback but on the right tone. They do want the best for this marketplace and these are all changes for the general growth and continuous expansion, the fact we don’t agree with some changes is not that relevant, nobody’s forcing us to stay here and i for once have concerns of my own – like how do i go into space
I must admit I’m so fascinated to find out if whoever makes it to $25m first has the stomach to actually go to space Although it was my idea, I’d be terrified... also I don’t think Cyan would let me go anyway!!
That was actually the best idea ever I’d be terrified too but this is a one chance opportunity in life and heck, i’m in, just have to find a way hmm You should actually team up with the first one to achieve this and do it, it’s simply surreal.
What if a team won the power elite++ ‘space tour’ prestige We are 11 in the team. LOL.
I think just one should be chosen simply treating it maturely like: