Refunds for an image going back 3 months!

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LifeJourneys
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsMember is a contributor and has less than 250 Illustration downloadsExclusive
Posted Fri Jan 27, 2012 10:31AM

By now everyone is familiar with the "refunds" we give clients when they have an issue with an image that they have purchased. But, perhaps we should put a deadline on how far back a purchaser can go to get a refund on an image he has found un-useable for one reason or another.  I can't buy something from the store and expect them to take it back after 90 days because i forgot that I had purchased one earlier.  90 days is 90 days and most stores don't budge on that.  It affects accounting and in some instances, taxes.  Ours and theirs.


This is my beef . . .   read on.


We regret to inform you that a refund has been issued for a purchase of your file #XXXXXXX:

This is in reference to the file downloaded on 10/31/11 for the amount of $3.50

There are a number of reasons why a purchased file may be refunded:

•    Accidental/Duplicate download
•    Unauthorized or improper use of a credit card
•    Incorrect size/format/license purchased

As per our terms and conditions, the client has been advised of their obligations under the Content License Agreement and agrees to the following:

1.    They have destroyed the product (including all copies). Any failure to destroy the product or any use of the product will constitute an infringement of the intellectual property rights of iStock and the contributing artists.


2.    They have not used or copied the product in any way for any purpose whatsoever.  .
3.    They have not made derivative works from the product. 
4.    They have not transferred the product to or permitted the product to be used or copied by a third party.  Har


I think it would be hard to prove any of these four points.  I would hope, like IS, that everyone is honest.  But, we all know that isn't so.  If IS were to put a cap on refund by date purchased it would cut done on some of this balogney.

Please note that due to the high volume of daily transactions, we will be unable to provide additional clarification on the refund performed.

Rest assured that measures are always taken when licenses are withdrawn and images deleted – any subsequent unlicensed usage will liable to legal action and penalties, as with any unlicensed use of an iStock file.

Regards,
The iStockphoto Team


Just a thought.  Along with a solution for a small portion of the problem.


 


 
sjlocke
Member is a Black Diamond contributor and has more than 200,000 Photo downloadsMember is a Gold contributor and has 5,000 - 12,499 Video downloadsMember is a Bronze contributor and has 125 - 1,249 Audio downloadsMember is a Silver contributor and has 2,500 - 9,999 Illustration downloadsExclusiveExclusive iStockphoto IllustratorExclusive iStockphoto Videographer
Posted Fri Jan 27, 2012 10:36AM
CribbVisuals
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsExclusive
Posted Fri Jan 27, 2012 11:36AM
There should be a reasonable limit attached to the buyer's agreement. Very simple really and for a start it could be in compliance with Getty's rules of the game.
kelvinjay
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsMember is a contributor and has less than 250 Illustration downloadsExclusive
Posted Fri Jan 27, 2012 11:38AM
Great suggestion...
LifeJourneys
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsMember is a contributor and has less than 250 Illustration downloadsExclusive
Posted Fri Jan 27, 2012 12:23PM
Thanks Kelvin. . . . Do you think IS/Getty will consider it???


I like SJLock's link.  30 days would be fine with me.  Since we are already headed in the Getty direction, this would be one of those welcomed changes that would make sense.

(Edited on 2012-01-27 12:27:23 by LifeJourneys)
Box5
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsExclusive
Posted Sun Jan 29, 2012 6:12PM
/
/It would also be nice if an entry was created that showed the date of the sale, the date of the refund and the amount. Currently, refunds are deleted and it's like the sale never even happened. The download stats should look like this when there is a refund:





Monday July 06, 2009, 11:15 AM
Medium
Regular
x.xx



Thursday May 07, 2009, 09:51 AM
XSmall
Regular
x.xx



August 12, 2009: Refund from July 06, 2009 11:15 am

XSmall
Regular
(x.xx)


 


ETA: my post lost it's formatting. sorry.

(Edited on 2012-01-29 18:13:28 by Box5)
friztin
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsMember is a Diamond contributor and has 25,000 - 199,999 Illustration downloads
Posted Thu Feb 23, 2012 8:11PM
I do like the time limit idea.

Refund rate is at its highest for me right now ( 1-2 refunds daily  ...just hope this is not becoming a trend... because I'm not a chain superstore... :P
Difydave
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsMember is a contributor and has less than 250 Illustration downloadsExclusive
Posted Sat Feb 25, 2012 4:23AM

Yes there should be a time limit on refunds.


30 days the same as Getty, seems plenty of time to ask for a refund to me.
erniedecker
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsExclusive
Posted Sat Feb 25, 2012 8:48PM
Yes, AMEN to time limit.
Dirtydog_Creative
Member is a contributor and has less than 250 Photo downloadsMember is a Gold contributor and has 10,000 - 24,999 Illustration downloadsExclusiveExclusive iStockphoto Illustrator
Posted Tue Feb 28, 2012 6:42AM
Ive just had one of the dreaded 'Refund for a Purchase of Your File' emails for a file downloaded 16th Dec - over 2months ago. Surely two months is more than enough time to work out if the file is suitable or not? I can't see any reason why a time limit attached to the buyer's agreement shouldn't be put in place. 30 days gets my vote.
shank_ali
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsExclusive
Posted Tue Feb 28, 2012 12:20PM

The current refund strategy is so open to abuse.I would cancel refunds all together.


Don't keep making contributors pay for designers mistakes.
fotoVoyager
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsMember is a contributor and has less than 250 Illustration downloadsExclusive
Posted Tue Feb 28, 2012 1:45PM
Most of them aren't refunds for designers mistakes they're claw backs for fraud going on quietly without telling you.
thefurnaceroom
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsMember is a Silver contributor and has 1,250 - 4,999 Audio downloadsMember is a contributor and has less than 250 Illustration downloadsExclusive iStockphoto Audio Artist
Posted Wed Feb 29, 2012 11:41AM
Posted By shank_ali:

The current refund strategy is so open to abuse.I would cancel refunds all together.


Don't keep making contributors pay for designers mistakes.



designers are the ones who buy the photos, keep them happy, it may be they needed to buy a file cause the watermark would totally wreck the comp and then the client changed their mind or chose a different image.


however: totally agree on the time limit

(Edited on 2012-02-29 11:42:31 by thefurnaceroom)
DeniseBush
Member is a Silver contributor and has 2,500 - 9,999 Photo downloadsExclusive
Posted Thu Mar 15, 2012 6:12PM
I agree that there should be a time limit for refunds. 30 days, as is Getty's policy is more than fair and I think customers would also see this as being reasonable. It is unfair to contributors to offer unlimited refunds especially with the nature of our product. It is not like a store where customers can return a physical unused product. With our images there is no guarantee that they have not or will not be used when a refund is given.
TadejZupancic
Member is a Black Diamond contributor and has more than 200,000 Photo downloadsExclusive
Posted Mon Mar 26, 2012 12:47AM
I agree with the time limit. People buy content here, use it in online adds for a few months and then request a refund, when the campain is over. I was just suspecting, that these things were happening, but now I know, that they are.
vesperstock
Member is a contributor and has less than 250 Photo downloadsMember is a Gold contributor and has 5,000 - 12,499 Video downloads
Posted Mon Mar 26, 2012 8:16AM
Why should istock care? Refunds only affect contributors, not the parent company. iStock makes its money selling credits which aren't refundable and expire.
PeskyMonkey
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsExclusive
Posted Thu Apr 19, 2012 3:16AM

I agree with the time limit too. 30 days is more than adequate. I can't see how anyone can guarantee that our IP has been destroyed and hasn't been used and copied and shared when it has been in floating around an office and on computer networks for several months. And while we're on the subject of refunds it would be nice to actually be informed of the refund value and the amount istock is withdrawing from our account when we get such notices (like we used to be told) rather than just a simple notice that a refund has been issused.
friztin
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsMember is a Diamond contributor and has 25,000 - 199,999 Illustration downloads
Posted Tue Jun 26, 2012 5:24PM
I would say 48 hours is more than enough to try out an image, perhaps there's no excuse not to use the watermarked comp for your mockups (even stretched out to size you can clearly see if it works or not). 30 days is too much in my opinion. More than that, it's just a joke.
PeskyMonkey
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsExclusive
Posted Fri Jul 6, 2012 9:55PM
Just had a refund notice for a file purchased almost 1 year ago! Is there any other business out there that offers full refunds after so much time has past the purchase date?
LifeJourneys
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsMember is a contributor and has less than 250 Illustration downloadsExclusive
Posted Tue Jul 10, 2012 11:16AM
A full year to decide if you what the image or not!!!  I would like to hear the "whys" on this one.
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