Refund for mistaken purchases

Why users are allowed to ask for refunds with reason: “It was a mistaken purchase” ?

Policies are clear:

Why a refund may not be given

If the item is materially similar to the description and preview and works the way it should, 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’ve just declined a refund request of that type, but I know I’m going to get a 1 star rating.

I think the reason is there because it would be possible to give a refund to such case if the item hasn’t been downloaded.

Just explain to them politely and point them to the refund policy. I think they will understand. :slight_smile:

1 Like

Yes, If the item is not being downloaded then refund should be approved in this case.

I refund mistaken purchases as long as they are not downloaded otherwise, I REJECT all of them based on the following

  • I have a description that explains the item
  • I have a sidebar to the right of the item that explains what the item is for
  • I have a breadcrumb at the top of the page to show you what category you’re in
  • I have an item title that includes what the item is
  • I have a comment section where I reply to all my messages in less than 8 hours.

Therefore, with these in mind, how can you make a mistaken purchase unless you’re ignorant and don’t read anything or simply want to scam me. Therefore, all these get rejected unless it’s a double transaction ( i can check the invoices ) or if it’s a not downloaded item.

I think these are actually the reasons the mistaken purchases were added in. Not “I purchased your code script and there is no PSD” … really?!

Not meaning to be arrogant, but buyers don’t usually make these kinds of requests. I have had the honor to work with some awesome buyers that respected my work and read my descriptions and titles and therefore my respect towards them is mutual and I love to help them! :slight_smile:


Yes I got two Request for my HTML template buyer go to install in WordPress. I explain to buyer it is mistake purchase then REJECT the request.

So in Item we need better Explanation like it is only HTML template or it is only Joomla Template or it is WordPress Theme.

I think if Envato add a notice of each item like “You are buying a HTML template” or “You are buying a Joomla Template” or “You are buying a WordPress Theme”

So before checkout or payment buyer see this as a red mark then I think this issue will be solve and buyer will better understand which item is is buying.



I just got these days two strange refund requests. Buyers asking for refunds for the same reason: “It was a mistaken purchase”. Both of them already downloaded the items.

How is that possible. I just explained that according to Envato refund policy these kind of refund requests needs to be rejected.

One of them already posted a 1 star review :expressionless:

Any advice on how to deal with them? I already submitted a ticket to Envato because I consider they only want to have the money and also the theme/template.

I faced and rejected same refund requests.

Some users want to cheat authors at all! It’s clear in descriptions and categories. But, they bought HTML templates. Then, they mailed me that they would like to buy WP version. And, I rejected their refunds!

Via customer’s purchase history, how can we know whether the item was downloaded or not?

When a customer submits a refund request you’ll have the ability to review that request. You’ll see a sidebar to the left where there’s a text “Has the item been downloaded?” Looks like this. I removed some info from there, but you can see the general idea! :slight_smile:

Also i will like to know if envato balance will turn negative upon approval of refund either by envato staff or author, in case there isnt enough balance at some point to cover up.

In my experience, yes. Your balance can go negative until you sell enough to bring it back up.