Wondering about how the prorated refund system works?

Report · Oct 31, 2022

I just got off a chat with "Sachin" who wanted to let me know about my prorated refund. I think this will be helpful to others who want help getting a refund for a product they didn't sign up for and didn't use...

Adobe Virtual Assistant

I am trying to find the email and account associated with a plan I have been billed and paid for

This current account under this email isn't it

You are now connected to Sachin, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

Sachin

Hello Max, I'd be happy to help you today, let me first pull up your account information and access your details.

Ok

Sachin

Hi, thanks for your patience, I've reviewed your chat history. May I know the first 6 and last 4 digits of credit card along with date & amount of recent transaction, so I may try to locate the charges associated with an account?

The date I was charged was May 19, 2022

The credit card is:

518934

8217

Sachin

Give me a moment while I find a solution for you. Thanks for your patience.

Could you please confirm the amount that was charged recently?

$359.88 on May 19

I have the subscription number if that helps

and the invoice number

Sachin

Yes, invoice number will help.

1410404906

there was another one for May 19, 2023 (which is weird) but here it is too:

2177310489

Subscription ID = 7013489319

Sachin

I have found the charge it was for annual prepaid plan Creative Cloud All Apps 100GB that was active under different email address. I am not authorized to disclose the email as we follow the Data Protection Policy. However, if you type a couple of email(s) I may be able to confirm the correct one for you.

The problem is, I do not have access to all the emails anymore.

I moved from high school email and they discontinued it - so I need to move it to another

You have my address, right?

Sachin

The subscription is already canceled, thus it cannot be moved to another account.

I see. Then why do I have the charge on my credit card?

Sachin

The charge was from May 20, 2022. I can go ahead and initiate pro rated refund for the charge, the credit will reflect in your account within 5-7 business days.

Here is the email I think may be associated

Is that the one associated with the account?

Sachin

Yes, that is the email associated

That's my old PCS high school one

Ah, ok.

Sachin

The charge was from May 20, 2022. I can go ahead and initiate pro rated refund for the charge, the credit will reflect in your account within 5-7 business days.

So, what is the pro-rated refund?

I think it should be a full refund, right?

Sachin

It's a partial refund based on the proportion of the product or service used. For example, if you pay in advance for 1 year membership or subscription but decide to cancel at the end of 6 months a prorated refund is half the annual fee.

10:42 AM

Right. Have I used the product?

Sachin

I just gave an example. However, as per Adobe'

Adobe's refund policy is only applicable within first 14 days from the date of initial purchase. I am offering the prorated refund as a goodwill gesture.

oh my! Thank you!

So, essentially, to recap: Adobe charged me a full amount for a product I can't use because I can't sign in given I don't have access to the email anymore. As a gesture of goodwill, I will be refunded a prorated amount so I can then use that amount to re-sign in and keep using the product on another account.

Sachin

Yes, as we see no record of previous interaction informing Adobe that you lost access to that account, so we could assist you right then.

I see - what is the prorated amount you will refund?

Sachin

USD 197.74

And, can you confirm that you will be canceling that account so I don't continue being charged year after year in a way I won't know since the email associated with it isn't valid - that way, even if you send me a "renewal notice" I won't know. So, please cancel that account once you have refunded my money. Can you confirm you did that via regular mail to my address?

Sachin

The subscription was already canceled previously, I am just initiating refund. I do not see any other account associated with your payment method.

When was it cancelled?

Sachin

Cancelled On : 8/26/2022, 9:53:39 PM

Nice - so, is the prorated amount based on that date?

Sachin

Yes, correct.

I see. By my calculation, the prorated amount should be $239.33. Can you share how you came to the $197.74?

Sachin

The refund is being calculated by the automated system. It is not based upon your usage.

Oh, "the automated system" - nice.

Sachin

I hope that helped. You may receive an email with a survey link. Please take a moment to rate your experience and help us improve. Thanks!

Report · Nov 01, 2022

these cases are handled on an individual basis. so, whatever happened here is not especially relevant to anyone else.