Changes to the refund, dispute and ratings system on ThemeForest and CodeCanyon

Hey folks,

Matt here with another round of Q&A!
A couple of new answers today. Just a reminder, if your question hasn't been answered then please check the yellow reply above, as we may have already answered your question through a separate post.

Kopyov:

What are you going to do with ratings, left by buyers with expired support?:

Hey Kopyov, @AndrewFreeman has just provided a reply to this question in a separate thread. Check it out over here: http://ift.tt/1Yx8gUw

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hogash:

In what category does a scenario like this one falls into:

Buyer is using theme but his server is causing issues making the entire website unusable. So far is clear it's his server/hosting and not a problem caused by the theme. In the same scenario i had a problem with a buyer who had a very old PHP version on his server.

So for "n" reasons, not related to the item's functionality, but rather his hosting or whatever, would he be eligible for refund? I mean it's somehow clear he won't use the item as it won't work for him.

How about his possible anticipated rating? Will the rating be removed?

Thanks!

Hey Hogash!

So there's two questions here.

In the above scenario, would the customer be eligible for a refund?

If your item is working as described on your item page, then there is no obligatory refund required. You could, however decide to give them a discretionary refund if you wanted to.

If the customer rated negatively, would the rating be removed?

If the rating was provided in line with one of the reasons listed in the rating removal policy, such as if the buyer was attempting to pressure you into a refund, then yes, the rating would be removed. If it didn't fall into a category specified in the rating removal policy, you would still be able to publicly reply to the customer's rating reason (transparently explaining the situation to other potential buyers), but we would not remove the rating.

Hope that answers your question.

reputeinfosystems:

@matthewcoxy

what about api? when refund gets initiated. will there be any facility in API so, we can cancel any future activation from that particular purchase code??

When an item is refunded the purchase code corresponding to that item will automatically be deemed invalid.

And that's it from us today. It's 5pm on a Friday here in Melbourne, so we're about to break from answering questions for the next two days. We'll be back to check this thread again on Monday and answer more questions if needed.

Cheers,

• Matt

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