I want to comment my case, I opened the dispute with Paypal and automatically. Is this a way to protect the customer? This has happened to someone else, I think it’s serious
This is automatic and they will send you nothing else to complain about. This is the message:
Your account has been automatically locked as a result of
Payment dispute or chargeback.
Access to your account and items will be locked as a security precaution
Until the matter is resolved.
If you are the legitimate owner of the PayPal account please contact the
Help Team (https://help.market.envato.com) so we can assist you.
Please be aware, this dispute or chargeback will need to be closed before
Your account can be unlocked, you may like this first.
Regards,
Envato Market Team
actually if you use a sale dispute in paypal without using all refund option evanto offer you i completely agreed with the
action taken by evanto
there are 2 option for you here already
1- ask refund directly to the author with the " ask refund " option
2- ask refund to evanto " by providing good reason " and if the author reject your refund request.
if it was me i will also block your account for a disputed purchase in paypal while options are
offered here to solve such problem.
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This sounds a bit tricky - you have purchased the item, then raised a dispute and when your account is blocked, you are asking the community where is customer protection. Did you download the item? If yes, you need to raise a standard refund request with clear explanation and author then decides whether to accept or decline.
You are asking about customer protection, but you forgot about author protection, especially when you downloaded the item.
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With respect to everyone, we all agreed to this when we signed up to buy items.
It’s simply to protect everyone including authors and envato as fairly as possible. Unfortunately while there are genuine cases that raise disputes without bad intention, there are also a number of people who would otherwise simply exploit the system.
The problem is that the author does not answer to anyone, nor to the support of codecanyon, if its script contains errors nobody validates this and they wash their hands, since the author does not give any support, thing that contravenes the policies of codecanyon, since The user pays each for the support and if he can not ask for his money for an article that contains faults and does not give any support to the user.
In the end you realize that this platform only protects the sellers and their profits. That’s clear.
I already did it days ago and nobody gives you solution.
It is not my case in 6 years buying I have just asked for a refund and I have been blocked, draws conclusions.
come on … how you think we feel as a Author when a customer download our product and use it and make a sale reversal dispute in paypal at the end the customer still have the item that he previously downloaded and what left to us Author ? " NOTHING " we lose the entire money of that sale…
like Charlie4282 say you should have read the agreement when you entered that marketplace rules are writed not only to add a click button somewhere but to got respected by everyone.
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BoomCode in my case
The author has already been paid, since I paid the article days ago and the claim I make because that script has internal programming faults and does not give the support.
As a user I feel cheated, I’m a programmer too and I do not do that with my clients, nor deceive them.
Does not comply with Envato’s legal regulations. Legal Terms:
- Promises authors make: The author of an item you buy promises you that:
the item is of acceptable quality and fit for the purpose for which it is ‘sold’;
the item matches the description given by the author on the item preview page, as well as any item preview;
they will honour any express promises given to you that are not contained in these terms;
they have the rights necessary to license that item on the terms of applicable license;
your use of that item in accordance with the terms of the applicable license does not infringe the intellectual property rights of someone else;
the item and its description are not false, inaccurate, misleading, fraudulent, unlawful or defamatory;
the item and its description do not violate any applicable law or regulation (including those governing export control, consumer protection, unfair competition, criminal law, pornography, anti-discrimination, trade practices or fair trading);
the item does not contain viruses or other computer codes, files or programs which are designed to limit or destroy the functionality of other computer software or hardware.
if the item is marked as ‘supported’, they will provide you with the services as outlined in the item support policy.
I agree with envato blocking the account. This helps to stop customers that buys an item and tries to get it for free. Envato authors also needs protection against abusive customers!
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The issue is that envato will never be able to please everyone and can only do their best to protect everyone as best they can and they do not favour one over any other.
I completely 100% agree that you deserve a refund but that’s not what’s being questioned here and preaching authors’ terms is pointless because that’s like pointing out that buyer terms say:
"29. Disputes lodged with payment agents: If, as a buyer via your Envato Market account, you lodge a dispute with a payment agent, this will result in a freezing of your Envato Market account until the dispute raised with the payment agent has been closed. This makes it very complex to resolve any related issues, and means we cannot make payments or issue refunds out of your Envato Market account, so we encourage buyers to contact us directly first to see if we can help resolve any concerns."
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I have not insulted anyone, I have been on the platform for a while and it is the first article in 6 years that I ask for a refund of my money, that is why I do not understand the reason. My reasons are sincere and real. The author collected my money days ago. You understand and it is not clear to you.
When a sale reversal/dispute was made, the money that was recieved by the author is also taken away. So your account was blocked and you got your money back, all is fair!
I have not received my money. If not, why do you think I complain? Does not understand me.
all we try to say you is that you should have use the right way to ask for refund now you have used the wrong way and you complaint about it. Next time contact evanto from their help support… evanto do not reply fast but they reply in about 4-5 days.
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Am a buyer and i would definitely try to exhaust all avenues here first before opening a PayPal dispute. If you get blocked here then PayPal rules in favor of Envato, then what would you do next. Filing a dispute should be like the backup plan if you are treated unfairly and you have collected enough evidence to show this. At such a point PayPal would definitely give you a full refund.
Currently am facing a problem with an Author who is not responding (I bought a plugin but activating it using the purchase code provided is not going through). So far i have chosen to take it slow
@Yoithemes the issue here is the fact that you jumped over the Envato TOS. In case you purchase a Car, from a dealership and it has an issue, you contact the dealer, then the main dealership, then you sue them or go to the bank to get your money back. In your case you jumped directly to the bank ( in this case PayPal ) which basically cuts out the author and Envato as well. Opening a support ticket for a non-responsive author to request a refund is always solved in favor of the buyer and is always solved within TOPS (absolute maximum ) 1 week, usually 24 hours. You should cancel your dispute and open a Help Ticket. I’m sure Envato will rule in your favor since from your description the item is broken, therefore you are entitled to a refund! Cheers!
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@Yoithemes themes, you’re certainly not the first customer to have confusion on this, and to be honest I think we need to do a better job communicating the process to customers so as to avoid that confusion 
There are multiple issues with PayPal disputes, but two big ones are visibility and our ability to help you.
When you dispute through PayPal, we (Envato) lose visibility of the transaction. @Enabled’s bank analogy is a good one. A customer could end up keeping free the licences for multiple perfectly functional products and reversing the payments through disputes. We can’t protect our community in this case. It’s rare, but it can happen.
Secondly, if you have a problem with an item you’ve purchased, we and the author will want to know about it so we can make things right (whether by granting a refund or by fixing the issue). Going outside our refund process means we can’t assist.
If you’re looking for a refund, it’s best to go through Envato’s actual “on platform” refund system rather than trying to force the refund through paypal, the payment gateway. As @Enabled has said it’s well worth going through the Help system, they will look after you.
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The problem there is that, the Envato Refund system is very slow to the point that it will probably exhaust the 180-day protection provided by PayPal.
I have the same issue and the author simply did ministerial acknowledging actions but no progress was made to his script for a month now.
Then suddenly Envato blocked my account - which isn’t fair actually.
I also have screenshots of the discussion with the author.
If the logic of Envato is to protect only the authors and not the buyers, then Envato has significant issues to tackle.
That aside, Envato should penalize authors with failed scripts or those who refuse to fix their scripts.
Well, why did you wait so long? In case an item is broken, demand a repair or an instant refund! You are entitled to a refund, no questions asked for a broken item or that is not functioning as described and if the author rejects it you can escalate a dispute with Envato and they will resolve it far, far sooner than the 180 days you mentioned. The thing is as @matthewcoxy mentioned, a thing where you jump to the finish line and cut out the middle man creating license and accounting problems, and that’s why accounts get locked. In case you ever purchase an item that is broken or describes a feature that it does not have, request a refund and then proceed to elevate the dispute with Envato directly!