How do I request a refund for a video license on a business account?

[Jean-Funcional]

Hi everyone,
I accidentally licensed a video asset through my Adobe Stock business account, and I would like to request a cancellation and refund. Could someone please guide me on how to proceed with this?
Thanks in advance!

[PaintedKitty]

You can request your refund here. @Contributor1 can help. 

[Contributor1]

Hello @Jean-Funcional, sorry about the issue. I don't normally handle this type of license. Please reach out to customer care with the details below:

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! If the chat window fails to open, or is non-responsive, use a different device to start the interaction. Also, if you don’t see the chat feature you may need to accept all adobe cookies.

[Jean-Funcional]

Claro! Aqui está a tradução para o inglês:

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Thank you for your reply.
I tried reaching out to them, but they said my business plan has a designated representative (account manager).
I contacted my account manager, and he told me that I made the purchase through my own account and that there's nothing he can do.
In other words, I’m at a dead end.
Is there any other way to resolve this?

[Abambo]

Don't post duplicates. If you want to add something to your originial thread, best is to reply yourself, not to create a new thread. That would be confusing to anyone following this. I will merge your. 2 threads.

[Jean-Funcional]

THX

[Jean-Funcional]

Hi everyone, I need some help with an issue I ran into.

I have a corporate Adobe account, but it doesn’t include access to Adobe Stock. I saw a promotion offering 3 free video downloads, so I entered my personal credit card details just to activate the free trial period.

However, when I tried to download one of the videos that was supposed to be free, I was unexpectedly charged R$ 380 on my credit card.

This wasn’t supposed to happen, and I’d really appreciate it if someone from the community or support team could guide me on how to fix this and request a refund.

Thanks in advance!

[thread merged by moderator]

[Jill_C]

You would have received a message asking if you wanted to pay for that image since it was apparently beyond what is allowed on a Free Trial subscription. If you include the asst number here an Adobe rep can verify whether it should have been free or charged and advise next steps.

[Jean-Funcional]

Hello,

Thank you for your message. I did not see any payment prompt when I licensed the asset AE03848700223CBR, possibly because I was logged into my enterprise account at the time. However, the charge was made to my personal credit card, which was not intended.

I would like to cancel the license for this asset and request a full refund, as the purchase was unintentional and made under the wrong account.

Please let me know if you need any further information to proceed.

Best regards,
Jean

[Jean-Funcional]

I was logged into the corporate account and entered my information to download three videos during the trial period. However, when I clicked on the selected video, it was charged immediately without asking if I wanted to proceed with the payment.
I tried contacting the Admin Console team at the company and the reseller who manages our account, but neither was able to resolve the issue.

[Jill_C]

That is not a valid asset number.

[Jean-Funcional]

That is correct: #135938385