Posted Thu Jan 3 3:04PM
Just got 9 in a row:
This is in reference to the file downloaded on December 13 in the amount of $3.16.
They downloaded 13 (same series), and decided to "return" 9.
(Edited on 2013-01-03 15:24:05 by sjlocke)
Posted Thu Jan 3 5:06PM
Posted By vesperstock:
Posted By iStockLawyer:
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.
I don't see how iStock can justify refunds for customers who "decide to go another direction". Firstly, no fitness for purpose is implied here. It specifically says that in the terms and conditions of the license. Plus, it's Royalty Free—not Rights Managed—which means it was never intended for just one use. Secondly, if they'd shot something themselves instead of using stock, they'd still have to pay for that shoot. Thirdly, the costs of trying different approaches should be borne by the end client, not by the creatives who use our work and not by us. If a client needs a selection of ideas and can't afford to pay, that's understandable but they should be using watermarked comps.
(Edited on 2012-12-22 08:40:22 by vesperstock)
actually whenever I've been involved in marketing mock ups they just use the watermarked image off the site to see if it fits. they don't bother paying and downloading real files. They already tried the file in a mock up, so if they change their mind later after purchase it's too late. No refund!!
(Edited on 2013-01-03 17:07:23 by gillian08)
(Edited on 2013-01-03 17:08:10 by gillian08)
Posted Thu Jan 3 5:13PM
I'm not so sure about the "real time" thing either. At other sites I can see my downloads and sales, but here it's often 2 days behind.
Posted Fri Jan 4 8:20AM
Posted By 4x6:
A 14 day refund policy is really just not realistic, that is probably why iStock is not sticking to it. A project can take weeks if not several months to finalize...
If a project takes this long, then I'd suggest microstock imagery is not the best fit. While someone is billing a client over weeks or months, that client may as well pay a little more to commission something specific and have it shot/created just for them. Regardless of how long it takes to complete a project, the intent of Royalty Free stock imagery is very clearly not to fulfill specific project briefs.
The license is absolutely clear: "THE CONTENT IS PROVIDED “AS IS” WITHOUT REPESENTATION, WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO THE IMPLIED REPRESENTATIONS, WARRANTIES OR CONDITIONS OF MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE. ISTOCKPHOTO DOES NOT REPRESENT OR WARRANT THAT THE CONTENT WILL MEET YOUR REQUIREMENTS"
(Edited on 2013-01-04 08:22:25 by vesperstock)
Posted Fri Jan 4 10:24AM
Its talking to deaf ears
Posted Fri Jan 4 11:17AM
That scenario with the downloading of own content with stolen credits is most likely a very rarely happening one.
Your software, your webmasters and your money people should really not use "customer service" as an excuse for not being able to stop a few people from doing that.
14 days is a joke. 4 of 5 refunds I "receive" are older than two months which is 4 times as long as what you name "usual". Be reasonable *or* honest.
(Edited on 2013-01-04 11:20:46 by kickers)
Posted Fri Jan 4 1:28PM
It would nice if an admin could answer why the refund email includes all possible reasons. Could istock not give us a specific reason for the refund like fraud, or customer decided to return the file, etc. This kitchen sink approach doesn't foster trust between stock and the contributor, but does the exacty opposite. In my mind, when i see a whole list of possibilities it makes me think they are trying to hide something.
Posted Sun Jan 6 11:53AM
Oh look 2 more car editorial shots refunded again today. I Love refunds.
Posted Fri Mar 22 9:43AM
Why isn't iStock using Verified by Visa and Mastercard Securecode?
Posted Sat Mar 23 2:30PM
A $60+ refund from Getty today, well over 14 days since it was credited. Something needs to be done, and a new policy drawn up because this is disheartening & destructive
Posted Sat Mar 23 2:53PM
I've just had a $68 refund for a Getty download too... interesting that this has happened including confirmation that customer has destroyed the file etc., on a Saturday...
(Edited on 2013-03-23 14:53:48 by phototropic)
Posted Sat Mar 23 2:55PM
Here $99 refund for GI today
Posted Sat Mar 23 3:10PM
2 video refunds today? What's up???
Posted Sat Mar 23 4:09PM
Same here. I too had a GI refund for $67. It was my e+ file but the email said it was Vetta/Agency. This refund is putting my balance negative. Something seriously needs to be done to address refund issue.
Posted Sat Mar 23 5:18PM
Regarding GI refunds this month:
Posted By Lobo:
Due to the complications we had with the new system for pushing the GI sales to iStockphoto contributor accounts last month we only pushed the sales. We didn't push ANY of the refunds. So this month we are seeing a two months worth of refunds. It's essentially a refund catch up.
Next month should be smooth sailing with the sales figures and the refunds happening per the appropriate month.
Apologies for the confusion, folks.
Posted Sat Mar 23 5:27PM
Here $59.61 for GI E+
Posted Sat Mar 23 6:15PM
Posted Sat Mar 23 6:16PM
I'm going to lock this thread up and grab iStocklawyers post and put it somewhere I can keep it visible.