Can't say that I have any experience as an author on CodeCanyon, but this is sort of disappointing to hear. I really like their service as a buyer, and have several times thought about putting something up there as an author just to give it a try.

Hope this gets resolved for you.

Yes of course the genuine question with good reason's they always get responses as we get our extension are also there kindly check for Ecom extension.

As a buyer Good system! As author not good. It is very difficult to get something approve. Some items the approve is not that good so I don't know why and how that work!

Envato, is a decent company, they have been experiencing growing pains, expanding in so many directions all at once can be difficult, I have noticed that they do have a communication issue, as many companies have as well.

Interacting with buyers and authors, (sellers) can be difficult if you mess it up it can have bad consequences, (bad PR) Apple does this on a regular basis, but they know that there is only one iTunes, so while its a bad practice, they regularly engage in it.

They likely thought that the answer would be obvious or perhaps they outsourced support and the person that got your ticket did not communicate correctly because perhaps they did not know how to do that.

Its an interesting case study, what kind of app did you submit?

As an author I tried just one time and have very positive response from their side. As an author Envato provide a good platform to you.