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crystalt4110979
crystalt4110979
Participant
May 4, 2023
Answered

New Premium Photos - refund on accidental license

  • May 4, 2023
  • 2 replies
  • 292 views

Hello-

I licensed a premium image and didn't realize what I was doing when I clicked "agree" (I've been programmed to agree to everything. From a user experience and change management perspective- this is really a terrible design.)

I purchased a license for 67 credits. I want to get a refund on those 67 credits. I tried to contact your support but had to attend a meeting so I couldn't reply to your chat agent in time (once I FINALLY was able to connect with a person because your autoprompts didn't work). Now I can't re-open that conversation either so I have to start from scratch. Getting help should be easy, not hard!!!

That said, the chat agent said they didn't have a way to refund credits. They could refund me for the month. The problem is that this is almost 7 months of credits, so one month doesn't really help me.

Please advise and please talk to your customer success team because it sucks that I have to post this on a public forum to get help and can't email a support team. I'm not calling your 1800 number, waiting on hold to get to another person, then having a meeting scheduled so I have to drop off and try again later.

It's 2023. Let's make it easy to get assistance.

    This topic has been closed for replies.
    Correct answer WendellaBee

    @crystalt4110979 thank you for bringing this to our attention. We do understand how this can happen and our customer care team should be aware of the policy for this. I'll be communicating this to the customer care team and have granted you replacement licenses for the premium asset. Please note that when you license a premium asset you will be prompted to confirm the quota that will be consumed. You can filter out premium assets in your search criteria to avoid seeing these assets in your search results.

    2 replies

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    May 4, 2023
    quote

    I licensed a premium image and didn't realize what I was doing when I clicked "agree" (I've been programmed to agree to everything. From a user experience and change management perspective- this is really a terrible design.)


    By @crystalt4110979

    Just for me as a user, so that I understand what you are claiming.

    • When you didn't pay attention to the assets that get presented to you, and those assets are marked as premium,
    • when you didn't get alarmed, that when the system asks you, if you really want to spend those credits on this premium asset,

    you are saying that that is bad design? So in your view, Adobe should ask you, again, if you really want to license? How many times should they ask you, so that you realize that you are licensing an expensive asset?

    Or did the one who "programmed" you make a design mistake?

     

    I will bookmark this thread, as many users claim that when they licence a standard asset by error, that this would not have happened, if a confirmation would get asked.

    ABAMBO | Hard- and Software Engineer | Photographer
    WendellaBee
    Adobe Employee
    WendellaBeeCorrect answer
    Adobe Employee
    May 4, 2023

    @crystalt4110979 thank you for bringing this to our attention. We do understand how this can happen and our customer care team should be aware of the policy for this. I'll be communicating this to the customer care team and have granted you replacement licenses for the premium asset. Please note that when you license a premium asset you will be prompted to confirm the quota that will be consumed. You can filter out premium assets in your search criteria to avoid seeing these assets in your search results.

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