So I purchased a theme and the activation has been hanging for 5 days now. The author has not fixed it and I cannot use the theme even though they have been given ample time and all the details needed.
My question is, Why is it up to the author for a refund? Surely envato should be the mediator as they take the money and not the author directly.
It would immediately overwhelm their support team if refund requests always went to them. That’s why they first go to the author.
If the author doesn’t respond within (I believe 7, but it might be 5) days, or if they reject the request, then a link will automatically appear on the request’s details page to raise a dispute with Envato.
Honestly, this is the first I’ve heard of a website selling something, taking the money and it’s up to the author to refund. I’m sure there is an ecommerce directive that makes this an illegal selling practice? –
Retailers are required to accept returns only if the sold good is defective or if they otherwise break the sales contract. Which it has. It should not be upto the team that has provided the item rather the platform that is in hold of the money and is selling the item.
It’s like going to the store, buying a laptop and asking the laptop company to refund and not the store.
If you open a refund request on eBay, it goes to the seller with potential mediation from the platform should you disagree with their decision. It’s pretty much the same situation as far as I’m aware. By the way, I’m no lawyer.
The Envato Market Terms clarify that authors are the ones who own and sell their items, and that the platform merely facilitates those (otherwise direct) transactions. Feel free to review it and follow up with the experts at Envato Help and Support if you have any questions or concerns.
Thanks for the prompt reply, wish you were a part of the design team im having issues with!