whats the refund process?? - I purchased a plugin with very poor support
I’ve been in touch with the authors and they are just stonewalling.
I contacted envato direct via their “request a refund” link
I contacted Envato again and got vague reply (see below)
- the purchase no longer shows up in the pull down menu even though it was only a week or so ago so I can’t do another refund request
I cannot fine the “internal dispute” link they talk of in the email below - even via a site search
I’ve replied to the email below but no answer
is this just their way of dicking you around until you give up?
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Definitely not, Envato will refund if the item isn’t as described, you can’t get a refund just because the support is poor or you don’t like it, you have to prove the item you purchased is defective.
When you initiate a refund request it goes to the author who can refund of their own free will, if they refuse your request then you can ask Envato to make a decision based on the information provided.
You should be able to see your refund request in the following link - https://themeforest.net/refund_requests/open along with your status.
that link says I have no requests open - that my point - how do I open a request
some of the content of my original post here was been removed
the plug in did not do some of the things stated in plug-in page - there was no opportunity to try before buying
now the author just keeps saying he can fix it so the ticket just keeps staying open
I had deadline of the project and it took him 4 days to reply to support request so I had to use another (far superior) plugin
I have removed the plugin for my site
I can see nowhere on the thread with the author or on the envarto site where I can escalate it to a refund request
I have already requested a refund (as per the removed content of my original post)
I have no idea why the request isn’t showing so send a ticket to Envato at https://help.market.envato.com/hc/en-us/requests/new stating the facts and they can look into it for you
yeah - so i submit yet another (3rd) ticket to Envato support and get the reply
"It has to be 5 days without a response from the author, or that they have declined it.
It looks like the author has responded and is currently awaiting for your reply.
"
they obviously didn’t read my thread with the Author otherwise they would know we are at an impasse - the author just keeps replying with the same thing to keep the ticket open
you know what it’s not worth the hassle - they can keep the $35
I guessed that this was how this worked
I won’t buy another plug-in unless the author allows it to me tested first & I just won’t buy anything through envato until I have tried it first
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Hi
Sorry to know you are facing problem. Please be noted if you think you are eligable to get a refund then you have to submit a refund request not have to contact support team.
If you are eligable to get a refund then you can request for refund. Can I Get A Refund is an explantion of the refund policy, requirements, process and a button linking to the request form.
Here is all the information about refunds:
Envato Market Refund Rules
Thanks
I have sent 4 emails using that refund from with the same non result
the whole process it totally flawed
@KingDog can you take a look at this? it’s possible the author is abusing the refund system
In most cases @smarta-brett the systen works well, refunds are given when needed, unfortunately there will be a small amount of cases where one side is being less than helpful, hopefully kingdog can get to the bottom and resolve this.
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