Exactly, what if authors are still providing free support after the 6 month period? How Envato is going to validate that on third party author sites or their personal emails? What if the author is lying? What if such author customers come over to me and expects the same free support.
Just like you depend on goodwill of buyers to follow the licenses, don’t tell me you are going to do the same with the authors. Seriously?
The 1 stars are real.
Just like the licensing system, this system is clunky. This could have worked if Envato had their own support system where they can monitor all the authors and buyers.
Can you explain? We are expecting much better system Envato. We want to be authors here forever.
Lol! Don’t cry #shutupandkeepworking
Why i am laughing cuz no one is going to listen up us. There are now thousands of authors on TF who are unhappy. Multiple posts are popping in forum. One i referred above and two more here:
Envato @collis@scottwills@andrewfreeman Its now become a duty to make sure everyone is happy. Envato has lost credibility in current times and you need to get into to ensure every author feel excited and confident in envato’s marketplace
Guys guys, a little bird told me: Don’t write too many posts, the new support option will remain as is.
Let’s continue with our jobs, hobbies, daily day “routine”… : -)
Ok seriously, i think envato knows what it does, and if feels need to change something, will do.
We can’t do too much. We can post all time, yes, that’s it, no extra help. Unfortunately…
@andrewfreeman Till now I didn’t get any Support Sale, But I wonder why the Statement Page shows I’ve sold 6 Month Support? Everything should be same as before until I get 12 months support sale right?
And you guys started to deduct 30% extra from normal sale also? That’s nonsense.
So, What if I don’t support items? A normal HTML template costs $17 when support included and again $17 for an item where support is not included? So, please stop making confusions by splitting usual sale as support.
Only the extended 12 months support should be shown in statement page along with the fees.
Also the Non-Supported item says “Author does not support this item”
This will make negative impact on buyers. Instead the wording should be "Self-Service Support"
because we are giving documentation and knowledgebase.
No X icons please…
What if I wanted to give my buyers 6 months support but do not want to give 12 month support? Is that possible?
How to know whether the support package expired when buyer contacted through comments? The Purchased badge will remain same right? or any special tag visible for Authors to know the buyer’s support period is expired?
Full respect for the fellow authors who doesn’t worry about system’s virtual changes on item support and just focuses technical aspects of product/support “like before”.
Oh yea … everybody have to plug the heads into the sand … are u a “I don’t read the Terms and Conditions, I click directly on - I accept everything - button” guy/girl?
Sorry, but for what is this thread when not for a discussion on this case? ; )
You missed my point… I can’t explain more detailed, we will need more posts. About “i don’t read the terms…” you are out of understanding of my post. I know and read very well my friend. Continue with your reading to learn more from important posts here… Delete mine. By the way, i’m man.
Thanks for taking the time to write all those questions.
There are a lot of questions our Help team will ask before offering a refund. For example, was the author responsive at all, was the author rude, was the buyer rude, were the enquiries within the definition of support, where did things go wrong, etc. Ultimately the Help Officer will assess the situation from both points of view with the information they have available.
The item and included 6 months support can’t be refunded separately. If there is something seriously wrong with the item and it can’t/wont be resolved then we’ll refund the full cost of the item.
Displaying a response time will help buyers decide whether or not the item is right for them and helps set expectations if/when the time comes that they need support. Authors can set their response time as they choose and if a buyer complains to the Help team that it is not reasonable then the Help Officer will review the case on it’s own merits.
Response time is currently only available on an account level but if it turns out to be a really popular feature with buyers and authors then we can definitely look at making enhancements.
Authors can manage their item support settings, and buyers will be shown whatever the decide. If you sell an item with support then you are expected to provide those buyers with support.
We’re not trying to say that an author’s time is worth $X/hr. Many author’s were offering lifetime support for free so we’ve reduce the time that’s included in the cost of the item, provided some extra money when buyers need extra support, and most importantly, we’ve done it in a way that balances buyers expectations with what they are willing to pay.
I have a partner with who I split the profits, but he doesn’t help me with support so the income from extended support will be just for me. So far I’ve been calculating profits by taking total earnings of each theme minus total earnings from previous month, however now I’ll have use statement for that. That wouldn’t be a problem if you wouldn’t show 6 records for one theme sale in statement. I really don’t get why you love to overcomplicate things that much.,.
It depends on how you choose to support your items:
if you provide support via a third party system then you can use the Verify Purchase API to see if the buyer has purchased the item and whether or not they have valid support;
if you provide support via email then you can use the link the email to verify the purchase and support; or
if you provide support via comments then we’ll identify buyers that have purchased and those with valid support.
For us the profit from those additional 6 month of supports is roughly equal to 1 men/hour rate. Considering the fact that I expect these packs to be purchased mostly by abusive buyers… Well, we’ll provide strictly that 1 hour of support. No less, no more. If Envato decided to assess the value of our time and sell it without our permission - okay, they can provide support to those buyers themselves.
A couple of updates to close things out for the day:
Re: 6 months support for buyers that purchased a supported item before September 1st; We’re currently running a script to grant applicable buyers 6 months support. This will take some time due to the large number of purchases that need to be updated but we have started with the most recent purchases first and will be working back from then.
Re: confusion about updates being tied to support; we have made some changes to the purchase panel and ‘what is item support’ modal and we’ll be monitoring the situation over the next few days.
Thanks again to everyone for their feedback, questions and GIFs - I’ll be back online tomorrow to answer any remaining/new questions.
No you can’t, this feature is still broken and doesn’t work. I don’t understand why you guys aren’t fixing it a lot quicker. The supported_until field is just blank.
Haha, So this is how we are now going to get more profit. We now will share the split from item price not (item price+support price). Support price for 6 months will go in our pocket. This now seems a bit good thing for those who are in partnerships
What a mess… API is not ready, authors and BUYERS are disappointed, a lot of questions remain unanswered, no support tools available, 30% cut off explanations, no support price explanations, no answers regarding rating, no explanations about supported and unsupported item prices difference, NOTHING. But yeah, 30% is yours. This is not serious, if you roll out such big changes, make sure the whole system is ready for them. Now it looks like you are trying to run faster than your progress.
@collis, please, if you read all these topics, could you be so kind and explain what the hell is going on? The whole community will be more than happy.
- I’ll be back online tomorrow to answer any remaining/new questions.
