Which marketplaces contractually require you to do customer support? All 33, with the clause text (read 1 September 2026)

Last updated: 1 September 2026. Every document below was opened and read on 1 September 2026. Each entry states the document's own effective date, so you can tell how stale it is.

Short answer: of 33 marketplaces, Gumroad is the only one whose contract says the platform provides first-tier buyer support. Open VSX is the only one where support is explicitly optional, and it has no payment rail. Everyone else puts it on you.

Seven platforms state an actual deadline. The rest use "commercially reasonable efforts", which is worse, because you cannot prove you met it.

Does selling on Gumroad mean I have to do customer support?

No. Gumroad is the only platform in this set whose contract commits the platform to first-tier buyer support.

"(d) Gumroad will provide to Buyers first-tier, post-sale support with respect to invoicing, handling Buyers' requests for refunds, chargebacks and other disputes with Buyers, and payment reconciliation;"

Source: Gumroad Terms of Service Agreement, §6.2 (Merchant of Record Services), sub-paragraph (d). Effective 1 January 2025; last updated 17 August 2026. https://gumroad.com/terms — read 1 September 2026.

Three qualifiers, because the clause is not unconditional:

The lead-in to §6.2 says Gumroad "will use commercially reasonable efforts to provide the following services" — an efforts standard, not a guarantee.
§6.9(d) still requires that "each of your Digital Products will conform to and perform as described in the applicable Product Documentation". You need not answer buyers, but you must have described the product truthfully.
§7.1(a) puts the money back on you: "Supplier is responsible for reimbursing Gumroad for the amount of any monies paid by Gumroad to Buyers... in connection with refunds, chargebacks or disputes". A "no refunds" policy is unenforceable against Gumroad.

What changed in Gumroad's 17 August 2026 update — and what did not. The header states: "Accounts that existed when the August 17, 2026 changes were posted are bound by them on September 16, 2026." The document carries no changelog. Comparing the live text against the Internet Archive capture of 11 August 2026 (which holds the 3 August 2026 version, binding 2 September 2026), the only substantive change is a new §11.4, "Effect of Changing Payout Country or Payout Method", which provides that unpaid amounts sitting on a country-specific connected account are forfeited if you change payout country or payout method and the balance cannot be transferred — with notice and confirmation required before the change is processed. §6.2(d), §6.4, §7.1, §10.2 and §11.3 are byte-identical between the two versions. The support clause quoted above was not touched by the August update. Diff performed 1 September 2026 against the Internet Archive capture at web.archive.org/web/20260811083343id_/https://gumroad.com/terms

Which marketplaces state an actual support response deadline?

Seven. Every other platform in this file uses a vague standard or says nothing.

Platform	Deadline	Clause	Document date
Atlassian Marketplace	24 hours critical, 5 business days otherwise	Marketplace Partner Agreement §6.3	Last revised 1 Dec 2025
JetBrains Marketplace	2 business days critical, 5 otherwise	Developer Agreement v3.2 §12	Effective 24 Aug 2026
Slack Marketplace	2 business days	Marketplace app guidelines and requirements	undated; retrieved 1 Sep 2026
monday.com	2 business days	Marketplace Listing Terms §6	Last updated 28 Aug 2024
Chrome Web Store	3 business days paid; 24 hours if Google flags urgent	Developer Agreement §3.4	Updated 4 May 2021
Figma	3 business days to customers if paid; 1 business day to Figma	Creator Agreement §2.4	Last updated 18 Jun 2025
Google Play	3 working days for paid products	Developer Distribution Agreement	see caveat below

Three of those seven only bite if you charge. Figma's, Chrome's and Google Play's clocks are all conditional on the product being paid.

Do I have to answer support requests for a JetBrains plugin, and how fast?

Yes — two business days for anything JetBrains calls critical, five otherwise, and failure lets JetBrains terminate the agreement with immediate effect. It is the harshest remedy attached to a support clause anywhere in this set.

"At a minimum, You agree to respond within two (2) business days to any Technical Support request that JetBrains identifies as critical, and in all other cases within five (5) business days of a Technical Support request from Customer or JetBrains. Should You fail to provide Technical Support to the Customers as required by this section, and fail to remedy the situation within a reasonable time to JetBrains' satisfaction, JetBrains is entitled to terminate this Agreement with immediate effect via notice delivered by email."

Source: JetBrains Marketplace Developer Agreement, §12 "Technical Support". Version 3.2, effective 24 August 2026. https://plugins.jetbrains.com/legal/developer-agreement — read 1 September 2026.

The clock runs on requests from JetBrains too, not only from customers. This is not in the public Approval Guidelines — it is only in the agreement you accept by uploading.

Is Atlassian Marketplace's support SLA really 24 hours?

Yes, and it says 24 hours — not 24 business hours.

"At a minimum you agree to respond within 24 hours to any support request that Atlassian identifies as critical, and in all other cases within five business days of request from an end user or Atlassian."

Source: Atlassian Marketplace Partner Agreement, §6.3 "End User Support". Last revised 1 December 2025. https://www.atlassian.com/licensing/marketplace/publisheragreement — read 1 September 2026.

The clause is not tier-gated. It applies to every paid app, including Forge apps on the 0% revenue-share programme.

Does Atlassian's support obligation survive termination?

No. The support duty does not survive. The revenue clawback does.

This is widely stated the other way round, usually citing §11.3. §11.4 is the survival clause and it lists "Sections 4 (Financial Terms), 5.2 (Accuracy), 8 (Additional Atlassian Marketplace Terms)... and 10 (Atlassian Developer Terms) through 20 (General)." §6 — End User Support — is not on that list. What §11.3(c)(3) contains is a narrow transition duty limited to Paid-via-Atlassian apps and scoped to support already sold.

What does survive is §4.5:

"if Atlassian pays you a Revenue Share on a Sale and later issues a refund or credit to the end user for such Sale (or receives a chargeback related to the Sale), Atlassian may offset the amount of the Revenue Share that Atlassian previously paid you against future Revenue Share or other amounts that would otherwise be payable to you under this Agreement, or require you to remit that amount to Atlassian."

Source: Atlassian Marketplace Partner Agreement §4.5 and §11.4, last revised 1 December 2025. Read 1 September 2026.

The money follows you. The support duty does not.

Does Figma require a response time for plugin support?

Three business days to your customers — but only if you charge — and one business day to Figma itself.

"Unless otherwise specified in the Documentation, at a minimum you agree to provide an email address for support inquiries and, if you charge for your Products, respond to inquiries from Customers to that email address within three business days and from us within one business day. Failure to timely reply to inquiries as described above may result in suspension or termination, at our sole discretion and without notice to you."

Source: Figma Creator Agreement, §2.4 "Customer Support". Last updated 18 June 2025. https://www.figma.com/legal/creator-agreement/ — read 1 September 2026.

The one-business-day clock for Figma's own inquiries is almost never quoted. And the Plugin and widget review guidelines page contains no response-time number at all — if a source cites the help centre for "3 business days", that citation is wrong. The URL figma.com/legal/community-creator-terms/ does not exist.

Does the Chrome Web Store require a support response time?

Three business days for paid products, and 24 hours for anything Google flags as urgent.

"For paid Products or in-app transactions, you must respond to customer support inquiries within three (3) business days, and within 24 hours to any support or Product concerns stated to be urgent by Google."

Source: Google Chrome Web Store Developer Agreement, §3.4 "You Support Your Product". The in-document line reads "This developer agreement was updated on May 4, 2021" (the page footer separately shows a stale 2014 stamp — cite the in-document line). https://developer.chrome.com/docs/webstore/terms — read 1 September 2026.

This obligation is not in the Chrome Web Store Program Policies, the Listing Requirements, or the Accepting Payment From Users page. It is in the Developer Agreement only.

Separately, on 20 August 2026 Google changed publisher extension limits: "each publisher account has an updated extension limit, with a default of two extension slots. All published extensions will remain published, and your new limit will be equal to at least the number of your published extensions at the time of this change." (developer.chrome.com/blog/cws-review-updates-2026, published 20 August 2026.) Existing publishers are grandfathered — "Google capped everyone at two" is an overstatement.

Does Apple's App Store set a support response deadline?

No. App Store Review Guideline 1.5 is a contactability rule and contains no number of any kind.

"People need to know how to reach you with questions and support issues. Make sure your app and its Support URL include an easy way to contact you..."

Source: App Store Review Guidelines, section 1.5 "Developer Information". Last updated 8 June 2026. https://developer.apple.com/app-store/review/guidelines/ — read 1 September 2026.

There is no response time, no SLA, no obligation to resolve anything. If you have read "Apple requires a 24-hour response under Guideline 1.5", that was invented.

Does Shopify require a support phone number for app listings?

No. Email is the only mandatory channel. The phone number is explicitly optional and display-only.

Shopify lists the channels verbatim as:

"- Required: Email (default)
- Optional: Support portal URL (such as a forum or ticketing system)
- Optional: Phone number (display-only)"

Source: Shopify "Support your customers" and the App requirements checklist, https://shopify.dev/docs/apps/launch/distribution/support-your-customers — no date published; retrieved 1 September 2026.

No response-time SLA is stated. The word "phone" returns zero hits in the app requirements checklist.

Which marketplace has no support obligation at all?

Open VSX. It is the only one where the contract says support is optional — and the reason is stated two clauses later.

"Eclipse is not responsible for providing support for your Offerings. You are responsible for any support of your Offerings, should you choose to offer support."

Source: Eclipse Foundation Open VSX Publisher Agreement, §4(b) "Support". Version 1.1, September 2025. https://www.eclipse.org/legal/documents/eclipse-openvsx-publisher-agreement.pdf — read 1 September 2026.

And §5(a):

"All charges, fees, taxes and other compensation will be identified, billed and collected directly between you and such licensee or end-user and shall not be identified, processed, executed or in any way facilitated through the Registry or by Eclipse."

There is no payment rail. That is the trade, stated by one platform in its own contract: the duty to answer buyers appears exactly where the ability to charge them appears.

Do Paddle and Polar do customer support for me?

Partly. Both take transactional support — invoices, refunds, chargebacks — and both contractually hand you everything about the product itself.

Paddle:

"6.1. Paddle agrees to provide first tier after-sales support to Buyers. First tier after-sales support includes invoicing, handling requests for refunds, payment, reconciliation and initial order related support."

"6.4. You warrant that you will provide any additional ongoing customer service and after-sales support in respect of the Product including but not limited to technical and/or delivery level support (e.g. Service Level Agreements) in accordance with the terms agreed between you and each Buyer."

Source: Paddle Master Services Agreement, §6.1 and §6.4. Last updated 8 October 2025. https://www.paddle.com/legal/terms — read 1 September 2026. There is no separate "Paddle Seller Terms" document; anything citing /legal/seller-terms is citing something that does not exist.

Polar's §6.1 is near-identical and carves it out explicitly: "any ongoing customer service and after-sales support in respect of the Product... shall be your sole responsibility." Polar Master Services Terms, last updated 25 March 2026, https://polar.sh/legal/master-services-terms. Polar's docs add a 48-hour clock for replying to Polar, not to buyers: "When we include you in a customer support thread, we expect a response within 48 hours."

Neither is Gumroad. Both are the second-best answer.

Which platform makes support failure a refund trigger?

Envato. If you advertise item support and do not provide it, you are required to refund the customer.

"If you do not provide that support in accordance with the item support policy you are required to refund those customers the costs of the item (if item support was included), or the item support purchase (if support was required during the extension period)."

Source: Envato Market Refund Rules — Information for Authors, Version 1.3, effective October 2023. https://themeforest.net/page/author_refund_policy — read 1 September 2026.

The support period itself is six months per sale, extendable to twelve: Item Support Policy, Version 1.0, effective 1 September 2015, themeforest.net/page/item_support_policy. That is a policy page with named headings and no numbered sections — anyone citing "Envato Item Support Policy §3.2" is inventing it.

As of 1 September 2026, all new Envato author applications are paused across Elements and Market, with no reopening date for Theme, Code, Photo, Audio or Graphics.

Which support obligations outlive the contract?

Two.

HubSpot — one year past termination. "You will continue to provide commercially reasonable support to Customers for a period of one (1) year after the expiration or termination of this Agreement." HubSpot Technology Partner Program Agreement, end of §13; last modified 4 May 2026; https://legal.hubspot.com/technology-program-agreement. HubSpot also requires you to publish your own SLA (§7.1(iii)) — you cannot escape a number by declining to state one. HubSpot takes no revenue share, which is why the obligations sit entirely on you.

Wix — 90 days past your own withdrawal. "Partner may remove an App from the App Market by providing a ninety (90) days prior written notice to Wix. During such ninety (90) days period, Partner shall be obligated to maintain the App and provide all support services to the Users." Wix App Market Partner Agreement §6.7, version effective 30 June 2026, https://dev.wix.com/app-market-partner-agreement.

Wix's §7.2 contains a separate 24-hour clock — that one is for responding to third-party legal claims, not customer support. Reporting it as a support SLA is a misreading.

Who pays when a buyer gets a refund?

You do, on every merchant-of-record rail in this file except one.

Not Paddle (§10.4). Not Polar (§10.5). Not Gumroad (§7.1(a)). Not Wix (§9.2). Not monday.com (§4(h)). Not Lemon Squeezy (§9.3). Every rail whose pitch is "we handle the money" reserves the right to take it back off you.

The exception is itch.io, and only in one payout mode. In "Collected by itch.io" mode its documentation states "itch.io is the Merchant of Record" and "itch.io is liable for chargebacks". In "Direct to you" mode, you are both. https://itch.io/docs/creators/payments — read 1 September 2026.

The worst case is Unity. On a dispute over any asset priced under $50, Unity may refund the buyer in full "at Provider's expense" plus processor fees — you can end up net negative on a sale you already made. Unity Asset Store Provider Agreement §4.7.2, last updated 1 January 2023, https://unity.com/legal/as_provider.

Does Etsy give you 48 hours to reply to a buyer?

No — 48 hours to resolve, not to reply. A seller who answers in an hour and does not fix the problem is in the same position as one who says nothing.

"Once a buyer contacts you to notify you of a problem with an order, you will have 48 hours to resolve the issue. If the issue is unresolved in this time frame, a case may be opened by the buyer."

Source: Etsy Seller Policy, §3b "Etsy's Case System". Policy effective 9 July 2026; last updated 9 June 2026. https://www.etsy.com/legal/sellers/ — read 1 September 2026.

Two further corrections: Etsy does not open the case, the buyer may; and Etsy "reserves the right to resolve an order issue before the 48-hour window", so the 48 hours is not a floor you can rely on.

Which support obligation is a repair deadline rather than a reply deadline?

Apify's. There is no clause anywhere in its terms requiring you to talk to a user.

"...you agree to address the issue by either fixing the issue, updating the Actor, its description or other information, or by contacting us with an explanation as soon as possible, however, no later than within 14 days."

Source: Apify Store Publishing Terms and Conditions, §9.1. Last updated 20 February 2026. https://docs.apify.com/legal/store-publishing-terms-and-conditions — read 1 September 2026. (apify.com/terms-of-use is the wrong document; these clauses are not in it.)

§9.2 adds three business days to answer an Apify email marked "urgent". The enforcement is unusually direct: under §11.3 your revenue stops while the Actor is faulty.

"Apify takes 20%" is not a quote from the terms. §10.2 is written from your side, gives you 80%, and adds that it "may further be reduced by the cost of Platform usage" — so your real share is under 80%.

What is the Steam Distribution Agreement's support clause?

Not publicly known. The agreement is confidential and this page will not paraphrase one from a blog.

The Steamworks page at partner.steamgames.com/steamdirect carries the notice: "This restricted access page contains Valve confidential information. You must have a non-disclosure and/or license agreement covering confidential information with Valve to use or access this page."

Steam's public refund policy (last updated 23 April 2024) says Valve "will, upon request... issue a refund for any reason" within the return window. Who bears the cost of those refunds is not established by any primary source. The widely repeated claim that Valve absorbs them appears only on commentary blogs. Checked 1 September 2026.

Where is the rule actually written? (the mistake almost everyone makes)

The dominant failure mode in writing about this topic is not invention. It is attribution drift: the obligation is real, but the citation points at a help page instead of the agreement.

Figma's three-day rule is not in the plugin review guidelines.
Google Play's three-working-day rule is not in the Developer Policy — it is in the Developer Distribution Agreement.
Chrome's is not in the Program Policies — it is in the Developer Agreement.
Envato's refund liability is not in the Item Support Policy — it is in the separate Refund Rules.
monday.com's two-day rule is not in the Developer Terms or the Marketplace Terms of Service — it is in the Listing Terms.

If you click through and find nothing, that usually does not mean the rule is fake. It means you are on the marketing page.

Claims in circulation that do not survive the documents

Checked 1 September 2026, each against the primary document.

Claim	Status
Shopify apps require a support email and phone number	False. Phone is "Optional... (display-only)".
Apple Guideline 1.5 sets a response deadline	False. Contactability only; no number in it.
Atlassian's support duty survives termination (§11.3)	Overstated. §11.4 excludes §6. The §4.5 clawback does survive.
"Apify takes 20%" is contract text	Not a quote. §10.2 gives you 80%, reducible by platform usage cost.
Slack requires 5+ installs before submission	Wrong. Rejection criterion: under 10 active workspaces and under 10 weekly active users.
monday.com guarantees 0% revenue share under $200k	A revocable policy. §4(j): rate is at monday's "sole discretion" and modifiable "any time".
Wix requires a 24-hour support response	Misread. §7.2's 24 hours is for third-party legal claims.
Microsoft takes a 20% fee on VS Marketplace	Superseded. That was the Jan 2019 agreement; the June 2021 version has you billing outside the Marketplace.
Lemon Squeezy is shutting down	Not stated anywhere. A migration path to Stripe Managed Payments exists; no sunset announced.
Valve absorbs Steam refund costs	Unverifiable. Allocation is in the confidential agreement.
Envato closed the Code category on 1 July 2026	Broader. All author applications are paused; that date is a page-update stamp.
WordPress.org bans auto-replies to support forum posts	Wrong page. The ban is on auto-replies and ticket routing on your developer contact email.

How to check any line on this page in under a minute

Open the URL in the entry.
Ctrl-F the first six words of the quote.
Check the section number, and check the document's own date against the one printed here.

If the live date is later than the one here, the clause may have moved. That is not a defect — it is why every entry is dated.

Dates and decay

Page last updated: 1 September 2026. All 33 documents read: 1 September 2026. Thirty-two were read from a primary source; Steam was not, because the agreement is confidential.

Fastest-decaying entries, in order: Gumroad (bound 16 Sept 2026), JetBrains (v3.2 was eight days old when read), Envato (mid-revision, applications paused), Chrome Web Store (limits changed 20 Aug 2026), Lemon Squeezy (undated terms, renamed entity, Stripe migration in progress).

Documents that publish no date at all, so staleness cannot be judged: Slack's marketplace guidelines, Notion's marketplace terms, Shopify's support pages, GitHub's listing requirements, Lemon Squeezy's terms, Polar's docs pages. For those the only honest statement is "retrieved 1 September 2026".

The full file

Everything above is roughly half the finding. The complete file covers all 33 platforms — every clause quoted verbatim with its section number, the document's own effective date, the URL, and the date it was read, plus the platforms not covered here (Salesforce, Discord, GitHub, Zoom, Squarespace, Visual Studio Marketplace, Notion, Ko-fi, Payhip, Sellfy, WordPress.org, Google Play).

27 pages, PDF plus markdown source. $19 CAD.

Get the full 33-platform file — $19

If a line in it does not survive your own check, email me. I will fix it and refund you.

Written by a seller, not a lawyer. This reports what documents say; it does not say how a court would read them. Terms change — two of these documents changed within a fortnight of 1 September 2026. Read 1 September 2026; page last updated 1 September 2026.