Shutterstock Photographer Forum :: View topic

alila · Joined: 01 Aug 2008 Posts: 61

i never had a refund until a month ago and all of a sudden 3 redunds in less than a month. (to be honest i have more sales in the recent months too, but that is not the point). I wouldn'd mind if it's the real return, like when you buy something that does not fit you return it, but here, obviously it's stealing, as the 'buyers" get to keep it. Definitely it's not a quality issue, so must be credit card fraud? Is it so easy these days to fraud like that? Does SS require security code and billing address of the credit card?
it would be Ok to have that kind of things happen once in a while but 3 times in less than a month it's just too much, dont you think? Anyone else ?
it upsets me so much i cant do anything the whole day , if it continues like this i dont even know if i want to do this anymore.

tgtg · Joined: 18 Jul 2005 Posts: 623 Location: Russia

don't worry. it hapens with me many times. not often.

alila · Joined: 01 Aug 2008 Posts: 61

Thanks, i feel better now, until next refund ..

mateimiruna · Joined: 20 Dec 2005 Posts: 730

I just had a refund and I do not feel good at all. Refunds are unacceptable.

dustine · Posted: Tue Apr 24, 2012 6:36 pm

SS makes enough they would rather err on the side of keeping the client happy then keeping us happy when it comes to refunds I think.

The only time, IMHO, they should give a refund is if, when looked at in full size, the image is faulty in some way, out of focus, or with noise not seen in the smaller preview. Things that should have been caught by the reviewer but may have slipped past.

And, if this be the case, then they should let us know so we can correct the footage. As it is now, there's nothing to stop the buyer from using the footage since they have a "license" to use it (who's going to check to see if their license to use was revoked? No One~!

mateimiruna · Joined: 20 Dec 2005 Posts: 730

johann · Joined: 14 Apr 2010 Posts: 29

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+1

I agree that it's a good idea that an adequate reason should be given for the refund and feedback to the contributor would be especially helpful. This way we can actually know why clips are being refunded and make sure not to make the same mistakes on other clips.

mateimiruna · Joined: 20 Dec 2005 Posts: 730

Why SS accepts refunds four days after the purchase?

ipernjakovic · Joined: 27 Sep 2006 Posts: 27 Location: Belgrade,Serbia

Yeah, i got a $22 refund from a purchase 5 days ago. So it took the client 5 days to see that it doesnt fit ? Seriously? And yeah, i bet the client "destroyed" my clip when he got the money back....

Rekindle · Posted: Tue May 29, 2012 8:07 pm

I understand the confidentiality for the buyer ... but ... as a submitter we should be given a reason. What if the buyer found a poor quality clip slipped through the curators ... we need to know to fix or replace it. If they needed a 1080 hd but downloaded a 720 hd then maybe we can find a higher quality to satisfy the buyers need. If it was a fraudulent credit card purchase then everyone loses, just tell us that was the problem. If they just decided not to use it , well I'm not sure that is a good reason for a refund. Maybe a refund release similar to the purchase release must be agreed on by a returning buyer. Something like they certify that the returned file was permanently deleted before the refund is made.

We don't need to know who bought it just the basic reason for a refund so maybe we can improve if it was a quality issue on our part.
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SS is doing a great job and sales are definitely on the climb. Well done SS Team!!!