A sales reversal occurs when a purchase is reversed by the payment provider (eg. payment gateway or bank) through either a credit card or Paypal account. Reversals are enforced by the payment provider and actioned in accordance with their policies. As an author, your statement will be updated to reflect the reversed transaction.
Why has a Sales Reversal occurred?
There are a variety of different reasons a reversal may occur, but two broad groups are:
- The transaction was disputed by the payment gateway (Paypal or credit card) (eg. The payment gateway’s customer reported the transaction as fraudulent)
- The transaction was disputed by the customer with their payment issuer because they feel the did not receive what they paid for in some way.
We have an active anti-fraud team and systems in place to manage customers with unknown transactions. And our Help team work on disputes that are raised by customers who fall into the second group.
More information about a sales reversal can be found via your statement. Locate the sales reversal in the statement line and hover over the 'Information' tool tip on the far right hand column to display the related purchase code.
What happens when a Sales Reversal occurs
When a reversal occurs, Envato will:
- Immediately disable the Envato account from which the purchase was made;
- Remove the item from the customer’s Downloads page;
- Invalidate the purchase code for the item.
Envato takes privacy and security seriously while adhering to industry standards and practices.
Sales Reversals are a part of running any sort of business online, but Envato are active and diligent in both monitoring and combating reversals to ensure they are minimised.
If you have any questions about a specific sale reversal, please open a ticket with our Help Team and provide the following information:
- Name of the item
- Transaction ID
- Date of transaction
- Any other important details