Is this nornal on Envato?

[kristian98]

I have been an Envato customer since 2017, and I have purchased many scripts from CodeCanyon. Whenever I’ve purchased scripts with broken functionality, I provide a detailed explanation with proof and submit a refund request. Overall, the customer experience has been good, which is why I still buy scripts from CodeCanyon.

However, things seem to have changed since Shutterstock took over the company. There is a broken functionality with a script I recently purchased, and after the author refused to refund me, I raised a dispute and contacted Envato support. Even after providing video recordings of the issue, the customer support agent handling the case is now asking me to show them the exact lines of code where the issue originates before I can get a refund.

Am I the author of the script to show exactly where the bug is in the code? Such a ridiculous demand hasn’t been made of me before.

Is this normal, or does this customer support agent just dislike me or have I been blacklisted by envato

?

[daphnecolsonn]

Definitely not normal! I’ve gotten refunds on Envato before with just video proof. Maybe try contacting support through a different channel or requesting a new agent? Hopefully they can sort it out for you.

[charlie4282]

99% sure then Shutterstock acquisition would have nothing to do with this or wider support esp after such a short time.

It’s hard to comment without more detail but sounds like a contentious issue that warrants more clarity

[ki-themes]

@kristian98

Even after providing video recordings of the issue, the customer support agent handling the case is now asking me to show them the exact lines of code where the issue originates before I can get a refund.

It’s probably the item author asking the details as refund requests go to the item author first.