Buyers don't know what they're buying

I think a good line is: “If you feel you have made a mistake buying this product and would like a refund, then please contact support. They should be able to help you. Unfortunately, I’m not in a position to refund you directly, as I only receive a commission from Envato, not the full purchase amount.”

-f.

felt_tips said
I think a good line is: “If you feel you have made a mistake buying this product and would like a refund, then please contact support. They should be able to help you. Unfortunately, I’m not in a position to refund you directly, as I only receive a commission from Envato, not the full purchase amount.” -f.

Exactly +1

yep felt I have said something very similar to a customer before…

The only thing I can think of that people would have problems with is personal video bumpers at the beginning of a file that a person may easily think is part of the actual file.

Maybe it would be nice idea to place on front page in upper left corner big link with “HOW THIS WORKS ” text, and there it should be video explanation from VH with basics how to use templates, such as

“To use this templates you MUST have program AFter Effects. And you must have version of it depending on what says in that particular template. You must read template description well in order to see if you need any extra plugins ( subprogram that you need purchase separately)....”

I just had a client who bought my template and contacted me asking why the template doesn’t open on his Mac. Well, he didn’t have After Effects. Of course it was my fault that I made a template which requires an expensive software to customize, he made it clear to me!

Just after the sent me an e-mail he rated my file (I had a few days with no sales so I’m pretty sure it was him) and it dropped badly in rankings! It was five stars before but now it’s four stars, thanks to that genius.. After that he wanted me to customize the project for him and then he asked if it really is in stereoscopic 3d!? I had to disappoint him again by telling that the 3d part meant logo extrusion.. The most horrible customer ever

True story

Great option would be to establish a Board of a few elite members who would work to improve relations between buyers and authors. Also it would be great to integrate Envato Tips feed somewhere on marketplaces for buyers.

@subsonic… in those circumstances, I usually direct the customer towards the AE free trial download. 30 days should be long enough to get a handle on the program and customize the template.

As for 3D being synonymous with stereoscopic 3D, your customer needs to be asked the question whether Maya, 3D Max, Soft Image, Houdini, Cinema 4D, Lightwave, Rhino and Blender output exclusively stereoscopic files in order to have earned the accolade “3D programs”.

Or alternatively you could use the more concise RTFM .

-f.

@felt LOL , I had to check that RTFM out.. Nice tip! He actually downloaded the trial version but “AE was way too confusing to use”. Anyway, I haven’t heard of him for a few days so maybe he got someone to customize the template for him.

@Felt_Tips

you just mention “Houdini” awesome “Hollywood” magic software