I provided the item purchase code at the very beginning via email. Since support was not provided, I submitted a refund request, clearly stating, “Please provide support or kindly accept my refund request.”
I also included my email and all the necessary information to verify my purchase. However, my refund request was declined without any reply. Even with all the information provided, support was not given, which is why I initially left a rating.
I had no intention of giving a bad rating. My goal was to receive support for my purchased theme.
Anyway, after leaving the rating, you responded with support, and I have now updated the rating.
Thanks
Author response
Thank you very much for updating your rating, we truly appreciate your gesture.
We would also like to inform you that we have canceled the complaint ( Ticket #3961414 ) related to this issue.
To clarify our policy:
We only provide support when the support request is submitted by the account that owns the license. We do not offer support to any other accounts, even if they present a purchase code that they do not personally own. This policy is in place to ensure customer security and data privacy.
If you would like us to work directly with someone else, please include their email address in your initial support ticket. We will CC them in all communication and handle the support directly with that person—no need for you to reply further.
Additionally, we’d like to note that we have not received any valid support request submitted by your account through the Support tab of the item. So far, we’ve only received a refund request stating: “Support or refund,” which is not a valid support request under Envato’s guidelines.
We kindly ask for your cooperation, and rest assured—we are here to provide you with full and professional support.
Thank you for your understanding.
Best Regards.
