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Alfredo30532778r8aj
Participant
June 16, 2023
Answered

I've downloaded the wrong image

  • June 16, 2023
  • 1 reply
  • 515 views

Good morning, yesterday I purchased 80 credits to download 80 images. I mistakenly downloaded the wrong image: #520622994 by Cavan Images for 25 credits, while the correct image I would like to download is #162707155 by multipedia for 1 credit.
How is it possible to cancel the download of the wrong resource and get the 25 credits credited back?

This topic has been closed for replies.
Correct answer Contributor1

You're welcome.

 

Normally, as for Premium images, you get asked a confirmation, a refund is not that straight possible. You need to have a good argument. In your case, the argument is that there are two assets the same in the database, which should not be possible. There are two different contributors, which is very strange. It looks like one was copying the image from the other. The premium image has been added at a much later stage. But premium image contributors are hand-picked by Adobe. That's what I do not understand about this asset.


Hello, I've verified the issue and sent both images to the content team for review. We shouldn't have the same asset being sold by multiple contributors and this should get looked into soon. Thank you for the report and sorry for the odd customer experience here.

1 reply

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
June 16, 2023

That's the same image. I suppose @Contributor1 should have a look into this, as it does not seem correct (at least to me) to have the same asset twice in the database.

 

For the credits, you will have to check with Adobe customer care. 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.


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.

ABAMBO | Hard- and Software Engineer | Photographer
A
Alfredo30532778r8ajAuthor
Participant
June 16, 2023

Thank you for your response.
I contacted customer service via chat and they are handling the request: the operator had to get authorization from a superior and moved the request via email.

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    June 16, 2023

    You're welcome.

     

    Normally, as for Premium images, you get asked a confirmation, a refund is not that straight possible. You need to have a good argument. In your case, the argument is that there are two assets the same in the database, which should not be possible. There are two different contributors, which is very strange. It looks like one was copying the image from the other. The premium image has been added at a much later stage. But premium image contributors are hand-picked by Adobe. That's what I do not understand about this asset.

    ABAMBO | Hard- and Software Engineer | Photographer
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