Inspiring

Question

Accidentally licensed an image

Forum|Forum|2 years ago
April 19, 2023
2 replies
1407 views

I accidentally licensed an insanely expensive image for 48 credits!

Static images all usually cost about 1 credit, and there's no way I would use this fairly innocuous image for that sort of cost!

How can I recoup these costs?

This topic has been closed for replies.

WendellaBee

Adobe Employee

Hi @Estebee,

You have a 25 credit plan. When you license anything that costs more than 1 plan credit you are messaged how many plan credits the asset will cost. You can't recoup the costs because you accepted that the asset was going to cost you 48 plan credits.

E

EstebeeAuthor

Inspiring

Hi Evil Bug Queen1,

The purchase was an error. I won't be using the image, I won't be using the license. I made the puchase in error and immediately contacted you to explain it was an error.

When I bought film stock from Filmpac in error, I got in touch and they simply refunded me the purchase.

I realise this is Adobe, so I wouldn't expect the same level of service I get from my other vendors, but it is not acceptable that you will not refund me for a license which I will never use. it was purchased *in error*.

Stating "You can't recoup the costs because you accepted that the asset was going to cost you 48 plan credits" isn't any sort of logic which makes any sort of sense. Are you saying it's technically impossible for you to refund a purchase made in error? Are you saying it's a moral argument? The product is not damaged. It's a license.

So confused my your response.

WendellaBee

Adobe Employee

This is why UX is so important, EBQ.

I downloaded about 10 images in the past couple of weeks. A standard images cost a credit. So my brain didn't even think there would be anything to check - I had no idea you even sold basic photos at extorionate costs because something something premium.

I'm a busy freelancer so yes, in my haste I clicked without looking - because I wasn't *expecting* anything other than the usual costs - if I'd searched for 4K footage my brain would be paying attention.

t;dr: it was an ERROR. I made a mistake - how it happened is kind of irrelevant isn't it?

@Estebee This is a perfectly reasonable answer. I understand that as a designer, when you are billing clients time is money. Any costs you incur you'll want to pass on to your clients so you can remain profitable. Is there anything that you think would have made the experience, when licensing an asset, better? As a designer what would you suggest?

I've granted you replacement plan credit.

Abambo

Community Expert

This is a Premium Asset, and as such, it is more expensive than standard assets. Some selected contributors can choose to put their assets into the premium collection. It has nothing to do with the asset itself.

As this assets costs more than 1 credit, you got asked for a confirmation, and you confirmed your purchase. You need to pass via Adobe customer care. Adobe employees can't help you here on this forum for this type of asset. Do you have a teams/enterprise subscription or an individual subscription?

For individual subscriptions: 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.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Kindly note that phone charges may apply.

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.

For Teams/Enterprise subscriptions, you need to ask your plan administrator to contact customer care.

ABAMBO | Hard- and Software Engineer | Photographer

E

EstebeeAuthor

Inspiring

Yeah - I've been downloading quite a lot, always about 1 credit, so you tend to just not see or look at the cost after a while. Just standard UX/human behaviour. Slipping in a 48 credit image, it's so easy to miss.

Abambo

Community Expert

1 credit assets don't ask for confirmation (at least on the website). So getting asked a confirmation should ring bells, but I agree, it's human, just to disregard.

ABAMBO | Hard- and Software Engineer | Photographer

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