Its so sad that these types of refunds are more and more used by the buyers.
Fake reasons like:
“It was a mistaken purchase” - But the item was downloaded;
“Item is broken” - But the item is used on their website;
- Client buys a theme;
- Put it on Nulled Sites;
- Ask for refund;
- If no refund is provided, gives you a 1 star review;
- Because you don’t want negative reviews, then you provide the refund;
Bam!! Client remains with the item and also with the money
I think Envato needs a new strategy to deal with this type of clients. We all need to come with suggestions to improve the system.
###Regarding your case
Any time when you have problems like this one the best way to solve them is to get in touch with the Support Team in a ticket.