Many Envato Market items can be described as “what you see is what you get”, for example, a photo from PhotoDune or background image from GraphicRiver. These are straightforward and easy for customers to use. However, complex items like themes and plugins often require detailed documentation and comprehensive FAQs alongside the item as customers are more likely to need help with the features and functionality. There is no one better placed to provide that assistance than you, the author who created the item!
Setting your support preferences
Many authors choose to support their items, but the decision about whether or not to sell your items with support is entirely up to you.
You can set your item support choice at an account level or at individual item level. You can also select how you will provide support (eg. through item comments, via an external URL or via email) and set your expected response time. For more information on setting your support preferences refer to this article.
Choosing to support your items
If you choose to support your item, you are committing to provide your customer with a minimum of six months of support (from the date of purchase). The cost of the first six months of support will be included in the list price of the item.
The customer also has the option to purchase an additional six months at this time (support upgrade) or extend or renew support at a later time. Therefore, your obligated support period may extend beyond the first six months. Refer to this article for more information about support extensions and renewals.
Sales will appear on your statement as separate line items for the item price and any support components that are purchased. This article provides a complete guide to understanding your statements.
Your support obligations
To avoid any confusion between you and your customers about your support obligations, our item support policy clearly outlines what is and what is not included.
As an author of supported items, you must be available to:
- Answer technical questions about features and functionality
- Help with third party assets sold with the item (eg. bundled plugins)
- Assist in fixing issues.
You are not required to install or customize your items or assist with hosting or third party software.
As a minimum, all items (supported and unsupported) must work as described, be protected against major security concerns, and have version upgrades (at the author’s discretion).
Before selling items on ThemeForest and CodeCanyon, please read the policy in detail so that you have a clear understanding of your obligations to your customers.