Skip to main content
D
Dynamic_portfolio4108
Participant
August 27, 2026
Question

Refund never processed despite two closed "Resolved" cases

  • August 27, 2026
  • 4 replies
  • 20 views

I was charged $38.46 for an InDesign order (AB08311705601CUS) on Aug 5, 2026, and cancelled the subscription that same day, well within the 14 day refund window. I opened two support cases about this refund, ADB-46506397-K8M9 and ADB-46504440-R0N2. Both are now marked "Resolved" but no refund was ever issued. I checked my card statement through Aug 24 and there is no credit from Adobe anywhere on it. The virtual assistant chat says it does not see a pending refund and cannot escalate to a live agent. Can someone from Adobe staff please look into these two case numbers and process the refund? Thank you.

    4 replies

    Jeff_A_Wright
    Community Manager
    Jeff_A_WrightCommunity Manager
    Community Manager
    August 27, 2026

    Thank you for posting, ​@Dynamic_portfolio4108.

     

    I am sorry for the frustration of seeing two cases marked as resolved while still waiting for clarity on the refund.

     

    I reviewed the account and can confirm that the subscriptions associated with case ADB-46506397-K8M9 were canceled on August 5, 2026, the same day they were started. Since these were new subscriptions, any eligible refund would be tied to the initial charges and would fall under Adobe's 14-day refund policy.

     

    I can see that three refund transactions were initiated on August 5. However, I do not see refunds issued for the Creative Cloud Pro or Creative Cloud Standard subscriptions. I can see that the refund for the InDesign subscription encountered a processing failure.

     

    Because of that failed refund transaction, you will need to contact Adobe directly if you believe you are still owed a refund for the InDesign subscription that was started and canceled on August 5. You can also reference case number ADB-46506397-K8M9 when speaking with the support team.

    For information about Adobe's subscription terms and refund policy, please see: https://helpx.adobe.com/account/individual/terms-policies-and-regulations/adobe-subscription-terms.html.

     

    If you need to follow up on an existing support case, you can review: https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html.

     

    Please update this public discussion thread if you have any additional questions, ​@Dynamic_portfolio4108.

    D
    Dynamic_portfolio4108Author
    Participant
    August 27, 2026

    Thank you for confirming the processing failure, that matches what I was seeing on my end. I want to flag that "contact support" is exactly what I already did twice (cases ADB-46506397-K8M9 and ADB-46504440-R0N2), and both times the case was closed as Resolved with no refund and no live agent ever available through the chat widget. Since you already have visibility into the failed transaction on this account, would you be able to manually reissue the refund or route it to someone who can, rather than sending me back through the same self-service flow that already failed twice? Happy to provide any additional details you need. Thank you.

    Jeff_A_Wright
    Community Manager
    Jeff_A_WrightCommunity Manager
    Community Manager
    August 27, 2026

    I appreciate the update, ​@Dynamic_portfolio4108. Your response on August 10th is recorded, but I do show that the case closed on August 13th.

     

    No actions will be taken from this public discussion thread, so please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to speak with a member of our team about your continued concern about a refund for the InDesign subscription you started and stopped on August 5th, ​@Dynamic_portfolio4108.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    August 27, 2026

    the billing date is not the same as the trial start date.

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices