Can buyers request a refund?

[KDJ Imagery and Graphics]

Greetings, I had X-number of money in my account and it appears that some has been taken away. I mean in the amount of like 7-8 dollars not the amount that Adobe takes. Can buyers request a refund on any purchases and if so, does the money I made in the said sell get taken from my account to refund the buyer? That'd make sense, just have never had this happen. I'm still sorta a newbie on here! Thanks for any help!

Keith J.

[George_F · Accepted solution]

Great questions!  Yes, buyers can request a refund.  There are plenty of requests on the Customer Stock Forum .

I'm not sure if that impacts your earnings, you could try reaching out to Stock Contributor Support for clarification.

Cheers!

[KDJ Imagery and Graphics]

Unfortunately, I still don't have a "Correct" answer to my question. I looked at both suggested links including the one for contacting Adobe themselves and they have not replied to my emails. Thanks anyway for reaching out.

[George_F]

I'm sorry to hear that!  I'm not sure anyone here on the forum will know the answer to this.  I'm afraid contacting Adobe Contributor Support may be your only course of action.

Seeing that it's been a week, try reaching out again.  If another 10 business days go by without a reply, send me a private message 🙂

[Jill_C · Accepted solution]

Yes, Buyers can request a refund of the credits used to license an image that was of poor quality or had some technical issue, or in some cases was licensed accidentally. Those refunds are charged back to the Contributor, which is apparently why you're seeing a reduction in the amount due to you.
Paragraph 6 of the Adobe Stock Contributor Agreement says: "We will pay you in accordance with our standard pricing and payment policies for any sales, less any cancellations, returns and refunds."

[George_F]

@KDJ Imagery and Graphics , it appears I was wrong about someone here knowing the answer!

[KDJ Imagery and Graphics]

Thank you for your reply. Are you a member of the staff with Adobe? I
constantly have issues with people not get back with me when I try and
reach out via email. I mean with companies in general not via the community
forums.

I had tried creating an account with Etsy and shortly after I had created
my account I had started to try adding my work and I got a notice that my
account was suspended pending verification of my credentials (IE# Tax
certificate), I had tried contacting them with emailing copies of those and
still never heard back from them as of November. Anyways, sorry for
rambling on, thanks again for the clarification. I figured that was the
case, just wanted to make sure. Have a great day!

Keith Johnson
CEO/Owner

[George_F]

We are mostly community volunteers on the forum, and not Adobe Employees.  I'm just a fellow Stock Contributor 🙂.

[Jill_C]

I am not an Adobe employee. I simply quoted the Contributor Agreement which you would have had to sign before starting to upload to Adobe Stock. Adobe employees do not routinely hang out here in the forums. 

[Nancy OShea]

@KDJ Imagery and Graphics,

Few companies do transactions by emails because it's not secure.  Most companies have an official contact form you should use.

To reach Adobe Stock Contributor Support, use the contact form from your contributor page. 

Stock Contributor Support: https://contributor.stock.adobe.com/contact

Contributor Support staff work M-F during business hours.  When they reply, they usually send an email.  Check your spam/trash folder.

[Abambo]

Adobe employees are tagged as such here on the fora. We all are volunteers, helping out other users.

[Abambo]

Not only that users can ask for a refund (sometimes they licence assets by error and then claim a refund, I do not know if that gets forwarded to your account, or if Adobe takes that on their earnings), but if the refund has been asked, because of bad assets, those assets get deleted from your portfolio. If there are too many faulty assets, you may get blocked. 

USD 7-8 is an amount of at least 7 to 8 standard assets, if the person has a subscription on the low end. Most of my input is USD 0.33. That would be more than 20 assets. You should also check the number of assets in your account.