Participant

Answered

Adobe Stock Image Refund

Forum|Forum|7 years ago
January 5, 2019
9 replies
4220 views

I recently purchased an image for a project. Image: #220679844

The coffee has purple fringing around the inside of the cup and the entire image is out of focus. Not even the flower is fully in focus. Could you please refund and remove the image license. This image is totally unusable.

Thank you.

Correct answer twaritar3263062

Matt,

We've checked the image at our end and can confirm that the quality of the image is not up to the mark and the entire image is out of focus. I apologize for the inconvenience caused to you.

I have added 1 image license to your account so that you can use it against a different image.

Hope this helps!

Feel free to update this thread in case of any additional questions.

Regards,

Twarita

E

Enrique5FD8

Participating Frequently

Hi! I’ve just purchased an image labeled as ‘premium’ per mistake. How can I ask for a refund? Thanks

D

DayTripperDiva

Participant

Image is blurry and cannot be used. #391190075. Please reinstate the 65 plan credits this cost!

Abambo

Community Expert

The image has motion blur, which is clearly seen by the preview.

For a refund, you will need to contact Adobe customer care. Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and look, if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.

If in doubt, ask the forum.

@Contributor1,

I'm uncertain if you want to act upon this. The image is indeed blurry.

ABAMBO | Hard- and Software Engineer | Photographer

C

Contributor1

Community Manager

Thank you @Abambo, I'll report 391190075 image internally due to blur.

D

DayTripperDiva

Participant

This image is blurry and it cost 65 plan credits. Can't use it. Can you reinstate them?

#391190075

T

Turner Design Agency

Known Participant

I recently purchased an image for a project. Image: AdobeStock_508946362

It is a vector file but totally unusable for print as each path has ghosting around it when outputting - see screenshot below of a PDF created using the file - please can you refund this credit.

B

Brittni5FB9

Participant

Why does the image remain on the store if it's not up to standards?

WendellaBee

Adobe Employee

This is an .eps file that has multiple layers which can be edited in Illustrator. As a jpeg the file is a flattened image and can be viewed in Photoshop.

Abambo

Community Expert

Hi @WendellaBee,

The problem with users hijacking other threads is that you can get easily confused what is referred to by other posters.

I would assume that @Brittni5FB9 means image #220679844 and not the subsequent unrelated postings and assets.

I checked, and the asset is still part of the library, with the chromatic aberration well visible even with the preview.

ABAMBO | Hard- and Software Engineer | Photographer

M

Mocoto13

Participant

I licensed image #186697419 And tried to open it in PS, But was unable to edit the layers it just kept adding to the document as a flattened smart object. I now can't use this image and have a deadline to meet, it's my first time using Stock photos and wasn't expecting to run into this issue. I would like a refund to use the credit towards an image I can use. Advise ?

twaritar3263062

Correct answer

Community Manager

Matt,

We've checked the image at our end and can confirm that the quality of the image is not up to the mark and the entire image is out of focus. I apologize for the inconvenience caused to you.

I have added 1 image license to your account so that you can use it against a different image.

Hope this helps!

Feel free to update this thread in case of any additional questions.

Regards,

Twarita

N

Nuria Alonso

Participant

I recently purchased an image for a project. Image #190916730

and I can´t use it because of the format.

I would like to give the image back and get another one

Thank you

WendellaBee

Adobe Employee

Hi N.,

Is there a problem with the file? What is wrong with the formatting of this asset?

EBQ

twaritar3263062

Community Manager

Hi Matt,

Let me get this file checked from the concerned team. I will update this thread once I hear from them. Appreciate your patience.

Regards,

Twarita

Abambo

Community Expert

Hi,

I think I can see the chromatic aberration even from the miniature. I suppose this is for twaritar3263062 or Sheena Kaul!

FYI: I’m not Adobe, so I can only help calling Adobe staff. Please be patient. They will analyze the picture and when they confirm your findings Adobe will add an image credit to your account.

Good luck.

ABAMBO | Hard- and Software Engineer | Photographer

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