Refunds

of 9Next page
Displaying 1 to 20 of 178 matches.
iStockLawyer
Member is a contributor and has less than 250 Photo downloads
Posted Wed Dec 12, 2012 9:20AM
Before I start, I wanted to clarify something that was asked in another thread. I am actually a lawyer and I work extensively on iStockphoto matters and have since I started with the company in early 2009. I work in the Calgary office.

Now on to refunds.

Refunds feel bad. No question. Who wants to see royalties removed from their account? No one. Because iStock has a real time reporting system, you see the royalties deposited in real time and, when there is a refund, you see the royalties come out in real time.

There are lots of reasons for refunds. A customer doesn’t need the file, a customer needs a bigger size and fraud are 3 common reasons. I will try to give some clarity around some of your questions on returns and fraud.

1. Will our fraud rate ever be zero?

No. We don’t want that. Even though I hate fraud as much, if not more, than you do, we do not want that.

The e-commerce industry standard and credit card requirement is that fraud levels remain below 1% of revenue. If we go higher than 1%, we risk not being able to process credit cards – that, obviously, is no good. If we go to 0% it means that we are turning away legitimate customers that want to buy your content.

We maintain the fraud rates at a level that is: (a) within industry standard, (b) does not refuse legitimate customers, and (c) is within the accepted range for credit card companies. We balance a very fine line between stopping fraud and not turning away legitimate customers. We have sophisticated systems and staff, who’s only job is to monitor and manage our fraud risk. You and I are on the same team when it comes to fraud management.

2. Is there more fraud since cash sales?

No. We have seen consistent amounts of fraud in the last 3 months as we have had throughout the year. As I mentioned above, we monitor the levels very closely so that we are able to identify new trends or changes and swiftly make necessary tweaks to our systems.

3. Why do we remove royalties for fraudulent downloads?

It stops contributors (real or faked) from self downloading with credits bought with stolen credit cards and absconding with the royalties.

4. What is the refund policy on iStockphoto.com?

Customers have 14 days to return a file for credit. When they return a file, they agree to not use that file going forward. In order to reduce any abuse of their agreement, we closely monitor patterns of refund behavior by customers. Additionally our compliance enforcement team handles unlicensed uses.

5. Why do customers ask for a refund?

Most often it is for the reasons that have been brought up in the recent forum threads – an agency customer decides to go another direction, the customer buys a larger file size, someone downloaded the wrong file. Every single refund is hand-negotiated by one of our customer service reps and they all work hard to maintain customer happiness over time so that customers stay customers and continue to buy credits and files from iStock.

(Edited on 2012-12-12 12:38:35 by iStockLawyer)

(Edited on 2012-12-12 12:39:05 by iStockLawyer)
Lobo
Posted Wed Dec 12, 2012 1:04PM
Okay, folks. So let's just establish right off the start that this isn't the place to announce all your refunds.

Keep it civil and on topic.
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 Wed Dec 12, 2012 1:09PM

Posted By iStockLawyer:
4. What is the refund policy on iStockphoto.com?

Customers have 14 days to return a file for credit.


I think you're going to run into some discussion on this one.
lostinbids
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 Wed Dec 12, 2012 1:13PM

In the other thread you said that refunds are included as a deduction in the Net price

Posted By iStockLawyer:
There have been a few questions surrounding the addition of language to the Rate Schedule when we launched cash sales. Let me see if I can address them.


2. Can we have a definition of NET?

The kinds of items that we net from the payment include taxes or other withholdings, refunds, bad debts and currency hedging. We can certainly look creating a specific definition of net the next time that revisions are made to the ASAs. It takes about 4 weeks of development work for a team to complete changes to the ASA, including translations, uploading new copy, making the notice pop up, disabling uploads until new agreement is approved and creating the email notifications. That is development time that we would rather spend on addressing the other issues that you are raising and further product development until there are enough ASA changes to merit blocking out this development time.


If that is the case why do we have refunds if there is already a percentage of the gross going towards covering the cost of refunds?
lostinbids
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 Wed Dec 12, 2012 1:14PM
Posted By iStockLawyer:

3. Why do we remove royalties for fraudulent downloads?

It stops contributors (real or faked) from self downloading with credits bought with stolen credit cards and absconding with the royalties.

Really???
stevegraham
Member is a contributor and has less than 250 Photo downloadsMember is a Gold contributor and has 10,000 - 24,999 Illustration downloadsExclusive iStockphoto Illustrator
Posted Wed Dec 12, 2012 1:16PM
"Customers have 14 days to return a file for credit."

My blood is boiling already! NOT TRUE!
franckreporter
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsMember is a contributor and has less than 250 Video downloadsExclusiveExclusive iStockphoto Videographer
Posted Wed Dec 12, 2012 1:18PM
do you think is right to ask a refund after 18 months for regular sales (not CC sales)?

are you planning to change the agreement about it ?
whitemay
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsExclusive
Posted Wed Dec 12, 2012 1:20PM
A couple of questions:

1. So why do some refunds occur months after the download?

2. Why are there so many more refunds than there were two or three years ago? Is it all fraud?


 

(Edited on 2012-12-12 13:27:05 by whitemay)
Box5
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsExclusive
Posted Wed Dec 12, 2012 1:21PM
Does that mean that if we get a refund from a file downloaded more than 14 days ago, it isn't refund for purchase but action related to fraud?
cmannphoto
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsExclusive
Posted Wed Dec 12, 2012 1:21PM
Posted By sjlocke:


Posted By iStockLawyer:
4. What is the refund policy on iStockphoto.com?

Customers have 14 days to return a file for credit.



I think you're going to run into some discussion on this one.


This is from an email I received about an hour ago.


"This is in reference to the file downloaded on: November 21, 2012"


That is 21 days, or 15 business days.


And we all have had some a LOT older than that.
synthetick
Member is a contributor and has less than 250 Photo downloadsMember is a Gold contributor and has 5,000 - 12,499 Video downloads
Posted Wed Dec 12, 2012 1:21PM
Posted By sjlocke:


Posted By iStockLawyer:
4. What is the refund policy on iStockphoto.com?

Customers have 14 days to return a file for credit.



I think you're going to run into some discussion on this one.


I have nothing against refunds personally. I just wanted to ask if this 14 day policy is new? When I get refund e-mails for files that were sold more than 14 days previously, does that mean that those were fraudulent downloads, rather than customer returns? For example this e-mail that I received 5 days ago on December 8th:




We regret to inform you that a refund has been issued for a purchase of your file #20060679:


This is in reference to the file downloaded on October 04, 2012, in the amount of $91.80.
Feverstockphoto
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsExclusive
Posted Wed Dec 12, 2012 1:24PM

Thanks 'iStockLawyer' Any refunds beyond 14 days are fraud related then?


What is the fraud rate % averaging at for this year? 


 


Thanks again, Jim .
jjneff
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsMember is a Diamond contributor and has 12,500 - 99,999 Video downloadsMember is a contributor and has less than 125 Audio downloadsExclusiveExclusive iStockphoto VideographerExclusive iStockphoto Audio Artist
Posted Wed Dec 12, 2012 1:25PM
Answers needed!
whitemay
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsExclusive
Posted Wed Dec 12, 2012 1:28PM

One more question.


Why do we not get a proper reason for a refund as used to be the case? Is it because there is so much fraud that you don't want to tell us?
cobalt
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsMember is a contributor and has less than 250 Video downloadsMember is a contributor and has less than 250 Illustration downloads
Posted Wed Dec 12, 2012 1:31PM
Getty/istock take up to 85% of our earnings. If refunds are less than 1% of your sales - why is it not covered by the money you are already getting?


I really see no difference between refund costs and the rent you are paying, the cars you are driving or the marketing you pay for. Everything costs money.


I am also not seeing any other agency claw back such huge amounts from their contributors.


Our product was sold and downloaded. In the digital world, there really is no way to make sure our files are no longer being used. It is not like a car was returned  to the shop, a dress brought back or a book returned to the retailer.


So, I would like to ask you to seriously rethink your refund policy. At least come up with a base cover for exclusives (We won´t take back any money if it is less than 500 dollars a year and if it is above, the cost is shared) or something like that.


It would be a sensible bonus for exclusives who really are completly helpless to do anything.

(Edited on 2012-12-12 13:32:32 by cobalt)
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 Wed Dec 12, 2012 1:31PM
How does this policy relate to the assurances we received two years ago after the massive xmas fraud that refunds would not happen like that again?

Has the policy changed or were the previous promises simply ignored?
mightyisland
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsMember is a Diamond contributor and has 25,000 - 199,999 Illustration downloadsExclusiveExclusive iStockphoto Illustrator
Posted Wed Dec 12, 2012 1:32PM
I had around 70 files sold yesterday. What would once have seen me jumping around the office like a loon, now only makes me wait in dread for the refund email.

It's not the money that annoys me, it's the fact that some b**tard has my stuff and is going to sell it on somewhere else.

I appreciate than you process a lot of transactions, and that fraud is fraud, but that doesn't get my files back - these aren't people buying phone credit or TVs - they are buying my personal artwork through IS fraudulently and then abusing it - if they are caught, are they made to sign that they will destroy the files as per a legit refund?

The money isn't the point.
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 Wed Dec 12, 2012 1:33PM
The 14 day refund for real customers is perfectly fair I think.

In fact I wouldn't mind if real customers could get refunds for twice as long a period as that considering how long some design project run for.

It's the ancient refunds that are obviously fraud clawbacks that stick in my throat.
shank_ali
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsExclusive
Posted Wed Dec 12, 2012 1:38PM

Seems too me that the 14 day refund policy is often broken by the customer service reps.


NO REFUNDS AFTER 14 DAYS


Just send it out in the next email.They got the zoom feature and the free comp and 14 days !!!
SemmickPhotoCLOSED
Member is a contributor and has less than 250 Photo downloads
Posted Wed Dec 12, 2012 1:39PM
I think its absolutely not fair to take fraud commited on your site out of the pocket of the contributors. In fact I think its completely unethical and ridiculous. Fraud is a business risk and should be absorbed in the cost price of an image.  Especially when its a credit card chargeback because the contributors are sitting at the frontend of the sale and not at the backend. 


Supermarkets deal with theft as well and its covered in the price of goods. I am sure they will not underpay their distributor because someone stole a can of coke from THEIR store.

 
And punishing the good for the bad is outdated.

(Edited on 2012-12-12 13:43:29 by SemmickPhoto)
This thread has been locked.
of 9Next page
Displaying 1 to 20 of 178 matches.
Not a member?Join