I’ve tried twice to get refunds for supported items where authors have gone AWOL. No response on themeforest comments, to direct emails, or to open tickets posted in their own support forum even after extended support was paid for. Because of this lack of willingness to do the right thing, I can only commit to never purchase anything from themeforest again. It has been much more expensive to pay third parties to fix bugs with items such as this theme: https://themeforest.net/item/berg-wordpress-portfolio-theme/7465040/comments - no response. This should not be on me.
Hi @arossti - so sorry to hear about your experience. Envato does not allow or tolerate authors being unresponsive during active support periods, and as a buyer you are protected from such circumstances.
Have opened a refund request? If not, please open one here: https://themeforest.net/refund_requests/new
These requests go to the author. Since it sounds like they’ve gone missing, you likely won’t receive a response. In this case, you should see an option appear on the refund request’s details page to raise a dispute with Envato (it appears after 5-7 days of inactivity).
If you don’t see that option after 7 days, you can open a Help ticket directly with Envato; be sure to include the refund request ID and a brief explanation of the situation.
Hi - it has been 5 days. Theme author is still unresponsive - are you now able to process the refund?