A couple of days ago, I’ve had a customer ask for a refund stating the following:
It was a mistaken purchase
I´ve bought this plugin and after I realized I already had a similar plugin.
Obviously, I refused this refund because this falls under one of the exact reasons why a refund may not be given if the item has been downloaded.
Apparently the customer raised a dispute and Envato granted the refund anyway. I’m surprised because under the customer refund policy, they state quite clearly that a refund may not be given for mistake purchases:
There is generally no obligation to provide a refund in situations like the following:
you don’t want it after you’ve downloaded it;
the item did not meet your expectations;
you simply change your mind;
you bought an item by mistake;
you do not have sufficient expertise to use the item;
you ask for goodwill; or
you can no longer access the item because it has been removed (we advise you to download items as soon as you have purchased them to avoid this situation).
I find this very disappointing coming from Envato. So now any customer claiming a mistake purchase gets a refund. For digital goods, this is unsustainable in my opinion.