Recently I’ve got an email from one of Envato support engineers regarding a refund dispute processing:
[…] here from Envato support. It has been brought to our attention that you are not providing support within a timely manner: […]
More specifically, you have denied support to the following user: […]
As you know, authors are expected to be available to provide the item support services we’ve set out on this page: […]
If there are particular items you don’t want to support (e.g. you’re retiring an older item) then you can disable support for these items from the edit and upload pages.
Please let us know where you stand on this subject. Looking forward to hearing from you.
What I think is wrong with this email is the fact that Envato staff immediately took a side of a buyer accusing an author (me) in “not providing support within a timely manner”, pushing me into position of defence and making excuses. Without any evidence or investigating the issue. IMO such behaviour is humiliating and impermissible.
What makes the situation even more funny are the facts that:
- Envato never gave a clear definition of “timely manner”;
- We resolved the issue with a buyer and he contacted Envato to close the dispute.
Therefore I’m asking to bring this issue to attention of Envato higher management. What I see here is the irresponsible and careless attitude of the particular staff to his duties. IMO a support engineer should be unbiased and never take sides (does not matter a buyer or an author) without investigating the issue in depth.
Miroslav (from Dream-Theme)