Refund Request ignored by Author and couldn't found Envato help team

Envato Customers Purchases and Subscriptions
1

I bought a faulty theme last week
Couldn’t installed it because it is not up to date with compatibility of Wordpress(it only suits Wordpress6.6, but now the latest wordpress is 6.8.1)
I found out the author didn’t answer any support questions for seven months

i filed a refund request but author didn’t replied for over six days already
I want to find Envato help team to processed my refund but couldn’t found any.
There are nothing in my dialogue with the author
I cannot find any email or phone services
I fit in the description of refund when author didnt give support, give faulty theme and didn’t do compatibility upgrade.

Now my only option is to come here
Can someone from the help centre contact team reach out to me?
I already check all the articles about refund so don’t send me another useless article of how to issue refund and how to contact

2

Can I get a refund

Link at the end of the article

3

I already read that article as i said
I do not see any “Raise a dispute” button where i can press under the diaolgue with the author
What i need is not some useless self-help aricles but real people willing to address issue

4

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5

You won’t get an official answer in these forums - the only route is to follow the links from above and submit a ticket

1 Like
6

You can contact the Envato support team through https://help.market.envato.com/hc/en-us/requests/new

Which theme are you referring to? Please check if the item mentions that it includes support from the author.

7

No, the Envato Help Center team will not contact you here.** You must reach out to them directly through their official support form.

8

Thanks for all the people who reply to my topic.
Finally “Raise a dispute” button showed up and i was able to file my dispute with the help team
Hopefullly everything works out.

I still hope Envato could change the whole process though, they make it so difficult to contact them. This would really make user like me hestiate whether to continue using this platform or not.

BTW the theme i bought is call Presso, do not use it.
The author is call envirra, who had launched a few popular theme last year but then sudden dissapeared. It promised item support but the author is gone for seven months for now(not replying to huge amounts of comments and complains for seven months and still counting)

9

7 months is a long time to request a refund, in most countries the limit is 180 days.
If you don’t receive the refund, don’t be surprised.

10

Sorry to hear you’re going through this. Since the author hasn’t responded and the theme is faulty and unsupported, you do meet Envato’s refund policy. If you haven’t already, you can contact Envato support directly via this link: https://enva.to/help — scroll down and click “Submit a request.” They should be able to step in if the author is unresponsive.

11

Envato policy is clear, you cannot request refund after 7 months.
30 days for non-supported items, 180 days for the supported code, you could request refund.