Customers can submit a refund request through the refund request form. In the majority of cases when a refund request is submitted, it goes to the author of the item for approval. On submission, customers will receive an email with a link to raise a dispute if they don’t hear from you.
- Authors are notified of the pending refund requests.
- The refund request is a shared page with both author and customer views.
- Authors and customers can discuss the request if necessary through the comment functionality.
- Authors have access to a refund tab within their dashboard to view open and closed refund requests.
- A dashboard notification panel provides a summary of all open and new refund requests.
How do I get notified of a refund request?
Authors are notified of the pending refund request by email and the Author Dashboard. Refund requests can be managed from the Refunds Tab where new requests and unread comments are clearly labelled.
A notifications panel on the Author Dashboard will tell you how many open, and new refund requests you have at any time, as well as any new refund comments from your customers.
How do I view the refund request?
Authors can find information on the request by selecting the item name. The refund request is a shared page with both author and customer views. The current state of the request is clearly labelled on the left-hand side.
Can I chat with the customer?
Authors and customers can discuss the request if necessary through the comment functionality with the other party notified by email when a comment is submitted. We recommend keeping all refund discussions on-site so that Envato has access in case of a dispute.
Once the author has enough information to make their decision they can approve or decline the request.
Approving a refund
Approving a request will notify the customer and create a ticket with Envato Help to process the refund. Once the refund is processed the customer’s rights to use, download and rate the item will be revoked with any existing ratings/reviews removed.
Declining a refund
Declining a refund request will notify the customer and close the refund request. The customer will have an opportunity to raise a dispute at this point if they disagree with the decision.
Can customers raise a dispute?
Customers can raise a dispute if the refund request is declined or if the request has not been actioned within 5 days. Customers can access the dispute form through the refund request link in any of the correspondence. Raising a dispute will create a ticket with Envato Help asking them to investigate the claim. Once a dispute has been raised the author will no longer be able to action the request.
How do refunds work?
If you're looking for more information, we've created a more in-depth guide on how refunds work, where you can find what happens after a request has been raised and everything in-between.