Hey Ian,
It’s Matt here, I work for Envato as part of their Community team.
It sounds like your in the weeds of a pretty bad situation. I’ve checked in with the leader of the Help team (Briany) and we reckon we can help you out. We occasionally see this sort of thing trigger when customers go through paypal for a refund request instead of going through Envato. Check out section 29 of our terms and conditions “Dispute Lodged with payment agents” It might be this, it may be something else. It’s hard to say without more info. Either way, the important thing is that we investigate it and get it resolved.
If you open up a support ticket through [email protected] (or alternatively, if you have one already open, open that again) and let them know you want to to Briany and Matt. Her and I will get to the bottom of it.
Hoping to hear from you soon,
– Matt
