Refunds...again.

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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 Thu Nov 22, 2012 9:10AM
ISTOCKPHOTO DOES NOT REPRESENT OR WARRANT THAT THE CONTENT WILL MEET YOUR REQUIREMENTS

That's part of the license agreement (section 7b)—the legal contract between the purchaser and istock. There is no such thing as a "refund policy" in that contract. Giving refunds on the basis of something totally contrary to this agreement happens at istock's discretion and is therefore part of istock's marketing. It would therefore seem reasonable that it should be fully covered by istock, in the same way istock undertakes other kinds of marketing. It doesn't seem reasonable for this kind of marketing activity to be partially covered by contributors through removal of earnings.
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 Thu Nov 22, 2012 9:52AM
I don't think we need to be so down on buyers - it's much more likely that iStock is covering credit card fraud with these refunds.
CowlickCreative
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsExclusive
Posted Thu Nov 22, 2012 10:28AM
Posted By vandervelden:

Posted By CowlickCreative:


Posted By vandervelden:

Would I be right in assuming that only the contributor (that's us!) suffers the refund? We have the money deducted from our account. iStock, presumably, puts those credits - which are pre-paid (unless it's a credit card transaction) - back into the customer's account. iStock doesn't REFUND any money.


This being so, iStock won't care a fig that they're giving refunds willy-nilly.




I don't think so. In my case I receive a 25% royalty so if a $10 file is purchased I get $2.50 and IS gets $7.50. So in the case of a refund IS has to return three times the amount I do, so a refund hurts them as well.



No. My point is that iStock doesn't 'return' anything. You lose $2.50 - that money is taken away from you. iStock doesn't pay back $7.50 to the client - that money remains with iStock and the client gets to spend the credits again, but iS doesn't lose that money in the same way that a contributor does.


Effectively, they give the client a credit note, rather than their money back.

My mistake then. When they said they issued a refund I assumed it meant they issued a refund.
tomeng
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsMember is a contributor and has less than 250 Video downloadsExclusiveExclusive iStockphoto Videographer
Posted Thu Nov 22, 2012 12:07PM
If credit card fraud is a factor here as much as refunds actually occur I think some changes need to be made with the credit card verification.  Is it really that easy to purchase istock content with a stolen credit card?  Is it what people want to buy with a stolen credit card?

(Edited on 2012-11-22 12:07:48 by tomeng)
karenhermannCLOSED
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsExclusive
Posted Fri Nov 23, 2012 7:43AM
Posted By tomeng:
If credit card fraud is a factor here as much as refunds actually occur I think some changes need to be made with the credit card verification.  Is it really that easy to purchase istock content with a stolen credit card?  Is it what people want to buy with a stolen credit card?

And on that subject, is there any status on the scam site that's accessing and reselling our images (and which seems to be staying more functional than this one)?  Been two weeks since it was first reported, it's still going, still working, and accepted images are showing up there pronto.  
sshaw75
Member is a Silver contributor and has 2,500 - 9,999 Photo downloadsMember is a contributor and has less than 250 Illustration downloadsExclusive
Posted Fri Nov 23, 2012 3:03PM
I know that if I had stolen CC info, iStock would be my first stop.... :rolleyes:
garett_mosher
Member is a Silver contributor and has 2,500 - 9,999 Photo downloadsExclusive
Posted Sun Nov 25, 2012 4:21PM
Posted By karenhermann:

Posted By tomeng:
If credit card fraud is a factor here as much as refunds actually occur I think some changes need to be made with the credit card verification.  Is it really that easy to purchase istock content with a stolen credit card?  Is it what people want to buy with a stolen credit card?


And on that subject, is there any status on the scam site that's accessing and reselling our images (and which seems to be staying more functional than this one)?  Been two weeks since it was first reported, it's still going, still working, and accepted images are showing up there pronto.  

wait...WHAT!!??!?!
aetb
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsMember is a contributor and has less than 250 Video downloadsMember is a Bronze contributor and has 125 - 1,249 Audio downloadsExclusive iStockphoto Audio Artist
Posted Mon Nov 26, 2012 9:33AM
I got my first refound on a HD video file and seriously... seriously... I'm waiting for the sale of a different format.


If not, that's a problem... who's gonna buy a video... ask for refound and delete it... I know tuns of people that if they knew it was that easy to get refound, they would just "buy" videos here and ask for refound after.


The contributor should not be responsible for this... and at the same time... the buyer should maybe just be refounded with credits that he can use for this contributor only. That is a buyer mistake or the agency mistake... The contributor is not responsible for it.


 

(Edited on 2012-11-26 09:35:47 by aetb)
aetb
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsMember is a contributor and has less than 250 Video downloadsMember is a Bronze contributor and has 125 - 1,249 Audio downloadsExclusive iStockphoto Audio Artist
Posted Mon Nov 26, 2012 9:37AM
So in my case everything is fine... the buyer just got a different format.
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 Mon Nov 26, 2012 9:38AM

Posted By garett_mosher:
wait...WHAT!!??!?!


Don't freak. Images "show up" there, because they are just scraping an iStock search page and reformatting the results.
whitemay
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsExclusive
Posted Mon Nov 26, 2012 10:08AM
Posted By sjlocke:


Posted By garett_mosher:
wait...WHAT!!??!?!



Don't freak. Images "show up" there, because they are just scraping an iStock search page and reformatting the results.

Do you know if anyone has actually managed to buy anything there, Sean? (I'm too chicken to try it!)
cmannphoto
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsExclusive
Posted Mon Nov 26, 2012 10:10AM

^ Brenda comments a couple days ago she got a note that Paypal closed thier account.


It is surprising how long it is taking Go Daddy to take down the site
grki
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsMember is a Silver contributor and has 2,500 - 9,999 Illustration downloads
Posted Mon Nov 26, 2012 11:10AM
Refund again, again, again...... I can't believe! When will it be stopped?
grki
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsMember is a Silver contributor and has 2,500 - 9,999 Illustration downloads
Posted Mon Nov 26, 2012 11:13AM
Two more a few seconds ago. I'm afraid it is not the end.
vuk8691
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsMember is a contributor and has less than 250 Video downloadsExclusive
Posted Mon Nov 26, 2012 11:33AM

30 $ here.


I think that the termination of an exclusive contract is very close.
Pannonia
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsExclusive
Posted Mon Nov 26, 2012 11:35AM
Since zoom in is not available, buying an image, then zoom in on the computer, then get a refund if some detail is not satisfying, could be one reason.
Lobo
Posted Mon Nov 26, 2012 11:47AM
Folks. Refunds happen. For a number of reasons. Not everything that happens is a direct assault on the contributor base. Sometime buyers actually make the mistakes and are forced(due to budget restraints) to try and get a refund for files they may have mistakenly purchased. So let's all come to an understanding that we aren't living in a perfect world.

Fraud happens too. I appreciate that it might be the common mindset that it only happens here. Obviously, that isn't the case. We are actively engaged in Compliance and Enforcement and fraud prevention is a top priority. I should note it will continue to be a priority going forward. We are dealing with an ever evolving community of fraudsters out there which is why we have allocated a number or resources to address and resolve the issues as quickly as "internetly" possible. It takes communications with a number of parties before we can accommodate a site take down. So please understand it takes time.

So let it be known: Refunds are going to continue to happen when they are legitimately required. Opening a new thread to talk about your new refund isn't going to get much play in the forums anymore.

Thanks, folks.

(Edited on 2012-11-26 11:48:21 by Lobo)
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