Refunds

Displaying 61 to 80 of 178 matches.
iStockLawyer
Member is a contributor and has less than 250 Photo downloadsForum Moderator
Posted Wed Dec 12, 2012 3:00PM
^^ There is no refund budget. The amount that is refunded is removed from the revenue on which you are paid royalties.

(Edited on 2012-12-12 15:00:43 by iStockLawyer)
StockCube
Member is a Silver contributor and has 2,500 - 9,999 Photo downloads
Posted Wed Dec 12, 2012 3:00PM
I can think of many easier ways to make money than to go to the trouble of getting approved as a contributor and then upload images worthy of acceptance just to download ones own images fraudulently.  Your scenario is a piece of nonsense to be frank.
iStockLawyer
Member is a contributor and has less than 250 Photo downloadsForum Moderator
Posted Wed Dec 12, 2012 3:01PM

Posted By Feverstockphoto:
Hi again iStockLawyer, is this thread to communicate how refunds are handled or are you considering possible ways of improving 'amending' the refund policy and looking for some feedback?


This thread is intended to answer questions that have been raised in the forums. Your feedback is welcomed, noted and will be considered.
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 VideographerMember has won a contest
Posted Wed Dec 12, 2012 3:07PM
/
/95% of my refunds comes me after 14 days. What do you suggest to do in this case ?




Contact CR ?

(Edited on 2012-12-12 15:08:31 by franckreporter)
cmannphoto
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsExclusive
Posted Wed Dec 12, 2012 3:08PM


Posted By iStockLawyer:


Posted By Feverstockphoto:
Hi again iStockLawyer, is this thread to communicate how refunds are handled or are you considering possible ways of improving 'amending' the refund policy and looking for some feedback?



This thread is intended to answer questions that have been raised in the forums. Your feedback is welcomed, noted and will be considered.


I worked retail for 20+ years and some manufacturers have a pro-rated refund policy. This might help. 


 


Also, I looked for the "refund policy" and don't see it here


http://www.istockphoto.com/license.php


or any place else.


Is it not good practive to post the refund policy?
JBryson
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsMember is a contributor and has less than 250 Flash downloadsMember is a contributor and has less than 250 Illustration downloads
Posted Wed Dec 12, 2012 3:08PM
This is going to sound silly, but how can we be assured that the refunds are real? The accounting reports that we receive, both related to refunds and commissions earned, leave out important pieces of information. Enough is omitted that I have lost confidence in the legitimacy of the reporting. I'm sure you can undertstand that when information is held back it starts to look suspicious. This feeling is compounded with poor communication and inaccessibility to real answers to questions posed to Contributor Relations.
Feverstockphoto
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsExclusive
Posted Wed Dec 12, 2012 3:08PM
Posted By iStockLawyer:


Posted By Feverstockphoto:
Hi again iStockLawyer, is this thread to communicate how refunds are handled or are you considering possible ways of improving 'amending' the refund policy and looking for some feedback?



This thread is intended to answer questions that have been raised in the forums. Your feedback is welcomed, noted and will be considered.

Cool, i've no more questions than i have already posted .
SemmickPhotoCLOSED
Member is a contributor and has less than 250 Photo downloads
Posted Wed Dec 12, 2012 3:13PM
/
/
 Posted By iStockLawyer:


Posted By SemmickPhoto:
Istocklawyer, Why doesnt IS absorb the refunds for fraud? 



from my OP



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.


 No, thats doesnt answer the question. First of all why do you assume its contributors? And if you monitor sales based on IP address or account, why not punish the perp instead of the innocent contrib? Second, if its a stolen credit card and the files are bought by a non contributor, the risk is for you to absorb, not the contributors. As explained earlier, you dont punish a supplier for stuff stolen in YOUR store.
PrairieArtProject
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsMember is a contributor and has less than 250 Flash downloadsMember is a contributor and has less than 250 Illustration downloads
Posted Wed Dec 12, 2012 3:13PM
Posted By franckreporter:
/
/95% of my refunds comes me after 14 days. What do you suggest to do in this case ?




Contact CR ?

(Edited on 2012-12-12 15:08:31 by franckreporter)

Ha, ha Just pick up the phone and have them explain it :P
guenterguni
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsExclusiveMember has had a File Of The Week.
Posted Wed Dec 12, 2012 3:15PM
I just received this message two minutes ago:

We regret to inform you that a refund has been issued for a purchase of your file #12869258:
This is in reference to the file downloaded on: November 08, 2012. The amount of $7.80



This file was sold 5 weeks ago - how does this suit to your statement that there are 14 days for refunds? I would appreciate your comment on this. Thank you in advance.
StockCube
Member is a Silver contributor and has 2,500 - 9,999 Photo downloads
Posted Wed Dec 12, 2012 3:16PM
Quite how these baddies abscond with the royalties when it is necessary to wait at least 8 days for a paypal payout is a bit of a mystery to me.  Surely that is enough time to notice the massive downloads from the same buyer of a new account?
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 VideographerThis member chickened out of their last cage challenge. What, are you scared of a little photoshop challenge?
Posted Wed Dec 12, 2012 3:17PM
Posted By iStockLawyer:
^^ There is no refund budget. The amount that is refunded is removed from the revenue on which you are paid royalties.

(Edited on 2012-12-12 15:00:43 by iStockLawyer)



Then why did you include refunds as part of the deductions from gross payment to net price in the other thread? 


Is this what happens?


A customer buys a file for $10 in credit equivilant (gross figure), the net is then calculated bringing it down to $8.50 (estimate based on what we have seen), I get my 35% royalty on that of $2.97 (I am guessing you keep the half cent too). Then the customer says he wants a refund, you take back the $2.97 off me, and give the customer back his credits.

(Edited on 2012-12-12 15:18:51 by lostinbids)
iStockLawyer
Member is a contributor and has less than 250 Photo downloadsForum Moderator
Posted Wed Dec 12, 2012 3:18PM

Posted By lostinbids:
Posted By iStockLawyer:
^^ There is no refund budget. The amount that is refunded is removed from the revenue on which you are paid royalties.

(Edited on 2012-12-12 15:00:43 by iStockLawyer)


Then why did you include refunds of a part of the deductions from gross payment to net price in the other thread? 


Is this what happens?


A customer buys a file for $10 in credit equivilant (gross figure), the net is then calculated bringing it down to $8.50 (estimate based on what we have seen), I get my 35% royalty on that of $2.97 (I am guessing you keep the half cent too). Then the customer says he wants a refund, you take back the $2.97 off me, and give the customer back his credits.


Yes.
shank_ali
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsExclusiveMember has won a contest
Posted Wed Dec 12, 2012 3:23PM
Posted By guenterguni:
I just received this message two minutes ago:

We regret to inform you that a refund has been issued for a purchase of your file #12869258:
This is in reference to the file downloaded on: November 08, 2012. The amount of $7.80



This file was sold 5 weeks ago - how does this suit to your statement that there are 14 days for refunds? I would appreciate your comment on this. Thank you in advance.



The customer rep of Istock seems to believe there job is to pacify and sooth a customer.No thought is given, to the contributor/supplier of content being sold, that suffers a drop in there balance due to a refund.


They should sit the 'customer services' staff  down in a meeting and let them read this thread !
whitemay
Member is a Diamond contributor and has 25,000 - 199,999 Photo downloadsExclusive
Posted Wed Dec 12, 2012 3:36PM
Posted By guenterguni:
I just received this message two minutes ago:

We regret to inform you that a refund has been issued for a purchase of your file #12869258:
This is in reference to the file downloaded on: November 08, 2012. The amount of $7.80



This file was sold 5 weeks ago - how does this suit to your statement that there are 14 days for refunds? I would appreciate your comment on this. Thank you in advance.

That's strange - so did I. Same date, same amount.
PrairieArtProject
Member is a Gold contributor and has 10,000 - 24,999 Photo downloadsMember is a contributor and has less than 250 Flash downloadsMember is a contributor and has less than 250 Illustration downloads
Posted Wed Dec 12, 2012 3:43PM
Posted By shank_ali:

Posted By guenterguni:
I just received this message two minutes ago:

We regret to inform you that a refund has been issued for a purchase of your file #12869258:
This is in reference to the file downloaded on: November 08, 2012. The amount of $7.80



This file was sold 5 weeks ago - how does this suit to your statement that there are 14 days for refunds? I would appreciate your comment on this. Thank you in advance.




The customer rep of Istock seems to believe there job is to pacify and sooth a customer.No thought is given, to the contributor/supplier of content being sold, that suffers a drop in there balance due to a refund.


They should sit the 'customer services' staff  down in a meeting and let them read this thread !


Great suggestion. This is unreasonable, handing out refunds weeks and months after the fact.


 
Box5
Member is a Bronze contributor and has 250 - 2,499 Photo downloadsExclusive
Posted Wed Dec 12, 2012 3:43PM

I think all of us like refunds when the customer is upsizing their purchase. I'm for no time limit on this kind of transaction. I suggest that when this happens, one sentence be added to the notice sent to the contributor letting us know this was the reason for the refund. Happy customers, happy suppliers, happy distributor.

Refunds outside the 14 day refund window are very unfair towards the contributors. No money changes hands between the customer and the iStock when a refund is issued, yet you take money out of my account? If 14 days is the policy for a return of credis to the buyer and iStock's employees want to negotiate a deal different than the stated policy, please use your money for this deal, not mine!


 
Purplevideos
Member is a Gold contributor and has 5,000 - 12,499 Video downloadsExclusive iStockphoto VideographerMember has had a File Of The Week.
Posted Wed Dec 12, 2012 3:45PM
/
/
Posted By iStockLawyer:


Posted By Feverstockphoto:
Hi again iStockLawyer, is this thread to communicate how refunds are handled or are you considering possible ways of improving 'amending' the refund policy and looking for some feedback?



This thread is intended to answer questions that have been raised in the forums. Your feedback is welcomed, noted and will be considered.


Thanks for posting this and for answering all the questions - It is much appreciated.


From my point of view, I would like to see a time limit for refunds that is reasonable for the customer, contributor and istock. I think Refunds from months ago are unacceptable.


I would also like to see a specific reason in the email I receive, not just a generic one. As someone else said earlier, this would help the trust issue. Just my 2 cents worth, Thanks


 
jhorrocks
Member is a Black Diamond contributor and has more than 200,000 Photo downloadsMember is a contributor and has less than 250 Video downloadsMember is a contributor and has less than 250 Flash downloadsMember is a Bronze contributor and has 250 - 2,499 Illustration downloadsExclusiveExclusive iStockphoto IllustratorAwarded to fabulous photographers with more than 100,000 downloadsMember has had a File Of The Week.
Posted Wed Dec 12, 2012 3:47PM
Posted By kcline:

Posted By cobalt:
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)


I could not have worded this better myself.
 

Nor can I.  This post is spot-on.
JasonDoiy
Member is a Silver contributor and has 2,500 - 9,999 Photo downloadsMember is a contributor and has less than 250 Video downloadsExclusive
Posted Wed Dec 12, 2012 3:55PM

I agree with your sentiment and also feel that refunds should be handled better, but didn't iStockLawyer say it was "fraud" that was 1 percent and not the refunds themselves?
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