Shutterstock Photographer Forum :: View topic - refunds

dubassy · Joined: 27 Jan 2006 Posts: 88

i didnt want to moan about this, but i've had my second refund this month. 120 dollars refunded on-top a few previously..!

.. the sandwich i had for my lunch earlier this week, i've just decided also that i didnt really like it.. might take it back tomorrow...

- although it may well be a compatibility problem, how do we know what certain customers may have really done with the video, before coming back for a refund (and possibly afterwards).

bobb · Joined: 13 Jul 2005 Posts: 162

Ouch. Sorry to hear about your refund problem, dubassy.

I just had my first footage refund today. I sure hate to see those $$ being deducted from my monthly total on my stat page :-(

My question is, does SS get feedback as to why a customer rejects a clip? If so, can that feedback be passed on to the clips' contributer? I think it would help if we knew what worked and what doesn't work for the customer.

digitalchaos · Joined: 31 Jan 2007 Posts: 268 Location: Toronto, Canada

How can a clip be refunded? Is this only allowed if the download has not yet started? As if it's already been downloaded how exactly is it refunded...by then it could be copied 20 times into 20 different places...

skylight · Joined: 05 Feb 2007 Posts: 19

Does make you wonder...I've also had two recent refunds.

How does someone return a downloaded file?

How do they attest to not using it in the future?

Never had a refund on other sites...

Skylight

varius · Posted: Fri Apr 27, 2007 2:38 am

I've had a few refunds for clips that got downloaded twice on the same day. I guess that happens when a customer has some problems with the first download and has to download a second time. That's ok.

However, this month I had a refund for a clip that sold SIX MONTH ago! And only once. I am sure customers are not allowed to "borrow" clips and return them when they are no longer needed - but this really made me wonder. So far Shutterstock refused to comment of this. ;-/

komkaneda · Joined: 18 Aug 2006 Posts: 56 Location: France

I got 3 refunds two weeks ago, and got a response from tech staff saying that it was not about clips rejected by customers but about system tests : a tech guy simulate a sale and refund it instantly to test server code modifications...

dubassy · Joined: 27 Jan 2006 Posts: 88

my refunds, like varius', have been from previous sales, like weeks or months ago, not just instant sale and return moments later.

larshalbauer · Joined: 29 Oct 2006 Posts: 131

Thats really funny, I also had my first refund this week. When I read about all this refunds which are happen to you then I also could belief that clients just borrow the clips and if they have no need any more they give it back.
I hope that is not like this!?!?

Lars

dubassy · Joined: 27 Jan 2006 Posts: 88

i think SS giving us a specific reason for each refund, would be a good start on their part, leading to a situation in the near future where this stops happening. if someone buys a clip, they buy it, (except a faulty download as mentionned or situations like that)

digitalchaos · Joined: 31 Jan 2007 Posts: 268 Location: Toronto, Canada

I don't think refunds should be allowed. If the file has been downloaded then it cannot be really be refunded.

zorank · Joined: 02 Feb 2007 Posts: 49

That's really, really funny... I also had my first refund yesterday for a clip that was downloaded a week ago!

What is going on?

wmsimmons · Joined: 27 Feb 2006 Posts: 314

I had 6 animations downloaded this past week and three of them refunded. I sent moishe a PM asking about that. Too soon to hear but maybe he'll address the questions on this post.

seth76 · Joined: 09 Mar 2007 Posts: 14 Location: Kansas

Although I have not had any refunds (or any sales for that matter) I doesn't initially seem very logical to have refunds for video after it has been downloaded. However looking at from the perspective of someone purchasing, a video needs to be purchased in order to view without watermark and in full quality before a final decision can be made. If a video needs to be reviewed by a team and/or added to a compilation before a final decision is made for "the final go ahead." This may account for some of the delayed refunds. Six months is a little extreme IMHO...

I like the idea of receiving feedback as to why a video was refunded. I like the idea of nixing refunds all together, if buyers need an un-watermarked preview they can download a low-fi version. With other stock video sites offering this service for $150 for a 20 second clip this sort of arrangement seems fair. Also the video format is clearly stated before buyers download, right?

Maybe rename "Low resolution" to "Non-watermarked Preview" or something.

jamie · Joined: 11 Mar 2006 Posts: 14

I don't think refunds should ever be allowed either with any kind of digital file. They are far to easy to copy and pass around. As far as SS testing the system, instead of using our files, they should post some of their own 'test' files to download and test the system with. That way they are not making false sales to their users.

The sizes and formats of all videos are clearly visible when viewing the file, just like the stock photos here. Photos are not refundable are they?

just my 2 cents.

jamie

digitalchaos · Joined: 31 Jan 2007 Posts: 268 Location: Toronto, Canada

There should at least be a "refund period" if there is refunds. As in, you have 24 hours to refund your clip if not satisfied. Even though I really think refunds should not be allowed as it is way to easy to just keep the file... In fact it's not like when getting a refund SS even gets anything back - Where as if you return something to a store you give that product back.