Hey Sam and everyone involved 
Just giving my opinion towards your concerns and potential solutions that can come from your side as well. Not just CFX or Tebex’s.
Escrow “errors”
These programs (Filezilla, WinSCP, etc) have always done these things though. I remember these problems from like 15 years ago. I doubt they will ever be fixed.
Files not transferring at all, refreshing file view not working as intended, line endings getting jambled, sometimes even file endings… and your mentioned problems with escrow files.
Streamline your support process. Have an FAQ set up with this as one of the first things (e.g. at the “installation steps” section).
Make sure your users read through it. (“a README is called like that for a reason” is what I tell my customers) (Check (*) below for more)
Revoke button
Tebex has gotten back to me with every single request I have filed regarding revoking or resending of assets and everything was always fulfilled to my satisfaction.
You just have to give proper evidence. A Discord message is not really proper evidence if you ask me.
Though I do have to say that I never had a problem with resellers. All my (paid) resources are protected via escrow (only ~10% is actually encrypted but it is enough to combat this behavior) and so far even people that only buy “non-escrow” or “unencrypted” resources have been satisfied with how I handle the code side of things. In the two years I have been selling stuff with escrow, I only ever opened a single encrypted function from my code (I simply missed something that should have been configurable from the get-go) as more simply wasn’t necessary. I only ever encrypt core functionality that should never be touched anyways.
You are not liable for any “damage” to anyones CFX account. It is not your problem if their CFX account was stolen. Yes, it sucks for them. But they should have properly protected their credentials. Instead of contacting you, they should contact CFX to resolve the issue with their account. Once they get it back, they can contact CFX and Tebex and clarify the issue with potentially transferred assets etc. After that,
I should also mention that a user selling their assets and transferring them just means you still have only one license around (assumes using escrow).
In my support I make it clear that selling and transferring assets leads to no guarantees from my side. I still give support to the current license owner but if anything happens to that asset for whatever reason, I am out of the boat. That user can then complain to Tebex, Paypal or whatever else they think might work. But if they got scammed by another user that shall not be my problem.
The customer made a mistake by buying a product that does not have a refund period attached to it. It is at your sole discretion to refund their purchase. Your customer can then just purchase the correct one. And this is just out of fairness towards your customers. You don’t have to refund it. (**)
But revoking the asset and then creating a new $0 payment for the new asset? That makes no sense.
All of that being said, I like the fact that we can get a discussion on this going. Let’s wait for d-bubble’s answer for more information.
Some personal gripe with this topic:
- Don’t sell two (or more) different versions of a script. Sell a single one that encompasses all frameworks that you actually want to support. The easy solution to “oops, I bought the wrong thing”.
- Don’t sell two versions of a script, one encrypted, one open (and 3-10x more expensive…). This does not combat resellers/leakers, it just fuels their ambition to actually resell/leak it.
- Sometimes it feels like people do not know how to read policies and/or laws that directly affect them. Know your rights and the rights of your customers. Point them towards the written text if necessary.
(*)
Ticket support can make these things really sluggish in my experience. I am currently using a system where a user can request access to channels that encompass a single script (with a purchase validation of course). Once they got access, they can freely post their problems, suggestions etc in there.
And everyone that also has access can just answer. It’s not a ticket solely for the customer and support staff. We managed to have a huge community that helps each other out with these simple problems and sometimes even complex ones without me having to interfere. Of course I still give unanswered questions their proper answer but this helps immensely with the amount of time you have to spend answering support by yourself.
I still manage to do this solo with a constantly growing community and keeping a <24h answering time.
(**)
Extract from the checkout “Tebex Terms & Conditions” that you can find on your own Tebex store page:
Purchases from Us are payments for licenses to use the digital virtual items contained in the purchase. This transaction is final and there are no refunds. […]
