Chocolate / Support topic

[Unlucky]

Hi,

We purchased this and now no support.

 

[cybertech]

Really disappointing. Color settings don't work at all and every minor tweak requires custom code. and now no support.

[Lindy]

We have been asked by customers to intervene on this resource as it appears the author has gone MIA. This, of course, is always regretful. We have reached out and should we receive a response, we will revisit - however - at this time, purchases have been disabled and we will close this support topic. Existing customers will be able to download for the time being. 

In terms of refunds, all app stores work on the premise of all transactions being final. This is simply because the money you spend goes back out to the author. As a convenience to our customers, we provide a central resource for pre-screened themes and modifications. This avoids you needing to provide personal information to a third party and also allows us to review each original submission to ensure it complies with basic security standards. With this convenience, however, comes a certain degree of risk on your part. Naturally, in the event an author has withdrawn their funds and disappeared, the recourse is minimal and there is no ability for us to refund your purchase, except at a loss to us - which, per the Marketplace terms, we are unable to do.

The first inclination in such a situation is to simply file a payment dispute. Please understand that this does not impact the author if they've collected their funds, we take the loss and have significant chargeback fees imposed upon us. Because this has amounted to thousands of dollars in losses every year, rendering the Marketplace a consistent loss to IPS, we have to take a hardline approach on this method and per our Standards of Service and Marketplace terms, any chargeback will result in account and often license termination. 

I'm very sorry that this is the unfortunate reality in these rare circumstances. Digital marketplaces and app stores are not a perfect system and all parties assume a certain degree of risk. Most of the time, it works out. Sometimes it doesn't. In those infrequent cases, we do our best to try and minimize future losses for customers as quickly as possible. We take our responsibility to help safeguard you seriously. 

If you have any questions or concerns, please feel free to reach out via the client area. 

Thank you.