Hi there. Today I had quite an unpleasant thing, one of my tracks was returned by a customer. The most unpleasant part was that it was the Music Broadcast License (10 million). I’ve had reversals before, but they all were standard license reversals, not such big ones. Not a big loss.
I know there’s a difference between reversal and refund, as far as I understood, Envato allows refunds to customers, but reversals are viewed as fraud.
As far as I understood from this article, https://audiojungle.net/page/customer_refund_policy?_ga=2.222870555.1631131349.1608189111-469238616.1561109143, a customer must address an author first before claiming a refund. And that a refund cannot be granted simply because a customer “changed his mind”. But I was neither informed by the customer nor by Envato about the reason the customer wanted to return the track.
Now, I can see why a customer may want to return other digital products, for example a website code, which may have some bugs. But in case of music tracks, a preview gives you a full idea of the track you are going to buy. There can’t be any hidden bugs or issues. You hear everything in a preview. If you don’t like something right from the start, why do you buy it?
And I don’t quite understand, why I wasn’t at least informed about the reason why the customer wanted to return the track. Again, this is not a reversal, it’s a refund. This means that it was authorized by Envato, right?
Did you guys have a similar experience? What did you do? I think I am going to write to the Author Support, but also I would like to know about your similar stories and how you solved the problem (if you did). Thank you.