Here comes another amazing functionality that will help our clients and authors interact more easily in issuing or requesting refunds.
Imagine a situation when some client encounters a critical issue in the product they have just purchased. In that case, we encourage them to contact the author first so they can figure out a solution for that issue.
As a rule, the client and the author can work out a solution, but unfortunately, there are situations when the author and client can’t reach a mutually beneficial solution. In that case, the client has an option to apply for a refund.
Requesting a refund (as a Client)
Any client can request a refund from the Downloads section in their account, they should click on a corresponding button – Request Refund.
After that a client should fill out a form with all the necessary information that the author will reason in favor of issuing a refund or not. Please be advised that the product author can request temporary access to your server to identify and fix the issue. Refusal to provide a sufficient level of access for troubleshooting and resolving an issue may lead to refund request refusal by TemplateMonster.
Receiving a refund request (as an Author)
When a client submits the ‘Request Refund’ form, their dispute will appear in the author account (section Tickets > Disputes).
In the author Dashboard there will also appear a corresponding notification about a new dispute(s).
How to resolve the dispute?
The whole process is simple but requires responsible and timely communication from both parties:
- The author and the client have 20 days to solve all problems and cover all points highlighted in the dispute description before the dispute is automatically closed (without a refund).
- In 3 days after submitting a dispute, the client gets an opportunity to escalate his dispute to the TemplateMonster Customer Care team. This is initiated by clicking on the Escalate to TemplateMonster button. Our team will investigate the dispute and will decide on this request. In case the Author does not reply to the dispute in time (within 3 business days) TemplateMonster obtains the right to remove the product from sale. In case the product contains bugs the product will be removed from sale until it is fixed by the Author.
- If a problem described by the client exists and the author cannot solve it, then the author should refund the purchase by clicking on the Give a Refund button.
- In case the author opposes the buyer’s refund request, he should back up his response with arguments and evidence that the refund request should not be satisfied.
How many disputes can one create?
The client can create only one dispute per order no later than 6 months from the date of purchase.
What happens if the client is not satisfied with the resolution?
The client can escalate the dispute to the TemplateMonster Customer Care team. They will help both parties to resolve the dispute.
What if some client uses fake reasons to receive a refund?
In that case, the author should wait for the buyer to escalate the dispute to TemplateMonster and subsequently back up his final response with arguments and evidence that the refund request should be declined.