Author Topic: Returned Sales !! (Read 18582 times)

HypnoCreative · « **on:** December 20, 2012, 21:40 »

Hey guys,

If you submit to DP, I'm sure you are experiencing the same problem. Huge volume of returned sales!

First I connected to live chat and the operators were quite unhelpful and sometimes blatant! They said I should contact my personal manager about this issue and I didn't know there was such a person until then. After some unnecessary robot talk, they finally told me my personal manager will contact me soon yet it took about 10 days and a couple of emails that I was still waiting for her to contact me.

Then the miracle happened and she contacted me.

That's exactly what I wrote to her:

Hello .....,
I'm indicating my questions in numbers and would like have answers for each.

1-What is a returned sale?

2-In what circumstances can a buyer return their purchases?

3-How do you make sure the buyer doesn't copy the image on his computer and return it in order to get his money back? Is it really possible to return a photograph or vector image after download? Because if so, I can download everything and return it later like everyone else. This is weird.

4-Please see attached to view my returned sales in 5 days. How come does this occur so often and intense while the other agencies sell a lot more than depositphotos with no returned sales at all? What difference does depositphotos have?

5-When the returned sales on 5th occurred, I connected to live chat and the operator told me that the buyer used a stolen credit card. When it was discovered, the sales were canceled and the money was returned to the real owner of the credit card. Well.. I want to see the official documents of this incident, along with the other returned sales because honestly, I do not believe it. All I can see is that my money was (and still is) taken back from me by depositphotos with NO EXPLANATIONS at all. This is important. I want to see the sheets that proves this story wasn't made up to justify the money taken back from my account. I want reasonable explanations with proofs, not robotic sentences.

Thank you

--

reply:

Dear .....,

thank you for the prompt response.

I will gather all the information, and will email you tomorrow.

Thank you for your patience in this frustrating situation.

----

4 days later:

Dear .....,

I apologize for taking so long.
We have received the Technical Dept. response confirming that there are no system issues with your account.

Here are the promised answers:
3. It is obvious that nobody can keep it under control. I hope you understand that a buyer who did not even get a refund can share an image with his friend, for example; but there is no way for them to use suck images legally. Therefore, if a buyer returned his/her money, they have no rights for commercial or any other use, and you can even file a lawsuit. In this case, you may also ask us for the confirmation.
4. All the files for that period were returned by the same buyer. As for the second part of your question, unfortunately I do not have this kind of information about the other stock agencies. Therefore, I am unable to give you an answer.
5. There is no way to get the real proof of the returned transactions. We have contacted the bank to ask for the document that proves it, but they have rejected our request due to the confidentiality of their clients' information.

----

what do you guys think?

luissantos84 · « **Reply #1 on:** December 20, 2012, 21:52 »

sorry but I had a good laugh reading this

not of you but the way you emailed them writing so well asking very good and well structured questions, anyway and again they can pull whatever they wish and we can't do anything, I have a few returned sales with them too and that goes around all agencies beside SS...

so far 34 from 1285 sales

HypnoCreative · « **Reply #2 on:** December 20, 2012, 22:14 »

Quote from: luissantos84 on December 20, 2012, 21:52

sorry but I had a good laugh reading this not of you but the way you emailed them writing so well asking very good and well structured questions, anyway and again they can pull whatever they wish and we can't do anything, I have a few returned sales with them too and that goes around all agencies beside SS...

so far 34 from 1285 sales

That day, I got 6 returned sales (around 30 dollars).. and a few more on the following days.

I really didn't believe the story that the operator told me and in their last message, she told me there was no documents existing. what would you think?

It's also strange that the live chat operators have almost no idea about specific issues and they just direct you to someone else but the first operator had a very interesting story to tell me. Besides, she ended the conversation before I was finished. She must have been a bit worried.

I have 52 returned sales so far. Many of them are credit sales.

luissantos84 · « **Reply #3 on:** December 20, 2012, 22:27 »

Quote from: HypnoCreative on December 20, 2012, 22:14

Quote from: luissantos84 on December 20, 2012, 21:52
sorry but I had a good laugh reading this not of you but the way you emailed them writing so well asking very good and well structured questions, anyway and again they can pull whatever they wish and we can't do anything, I have a few returned sales with them too and that goes around all agencies beside SS...

so far 34 from 1285 sales

That day, I got 6 returned sales (around 30 dollars).. and a few more on the following days.

I really didn't believe the story that the operator told me and in their last message, she told me there was no documents existing. what would you think?

It's also strange that the live chat operators have almost no idea about specific issues and they just direct you to someone else but the first operator had a very interesting story to tell me. Besides, she ended the conversation before I was finished. She must have been a bit worried.

I have 52 returned sales so far. Many of them are credit sales.

its a lot of money for a day, regarding the operators they really don't know much I guess, the same goes with 123RF and other that provide that system, pretty much it is buyer oriented bla bla bla, of course agencies must answer all their issues quickly but hey once in a while it would be nice if they look after us too and provide them some information beside redirecting to an email..

ending the convo before you is certainly serious and bad, it shouldn't happen, there is always a surprise in microstock..

tab62 · « **Reply #4 on:** December 20, 2012, 22:42 »

I like this part-

"suck images legally" instead of Stock Images Legally. Entire Sentence-
3. It is obvious that nobody can keep it under control. I hope you understand that a buyer who did not even get a refund can share an image with his friend, for example; but there is no way for them to use suck images legally. Therefore, if a buyer returned his/her money, they have no rights for commercial or any other use, and you can even file a lawsuit. In this case, you may also ask us for the confirmation.

They must be referring to my Suck Images $:-\$

Poncke · « **Reply #5 on:** December 21, 2012, 02:28 »

Quote from: tab62 on December 20, 2012, 22:42

I like this part-

"suck images legally" instead of Stock Images Legally. Entire Sentence-
3. It is obvious that nobody can keep it under control. I hope you understand that a buyer who did not even get a refund can share an image with his friend, for example; but there is no way for them to use suck images legally. Therefore, if a buyer returned his/her money, they have no rights for commercial or any other use, and you can even file a lawsuit. In this case, you may also ask us for the confirmation.

They must be referring to my Suck Images $:-\$

Such

jm · « **Reply #6 on:** December 21, 2012, 04:45 »

I don't have understanding for returned sales on any site at all.

- If buyer downloads image that he doesn't need - it's his fault. We have saying "You have to pay for your stupidity". I understand situation when buyer downloads smaller image than he needs. Then he could pay only difference (I think it works on Veer). But it's the only reason I can agree with.
- If buyer doesn't like image because it's not technically good then it's agency's problem - they shouldn't accept images that are not technically perfect.
- And... if I'm not mistaken - in case of fraud both bank and PayPal returns money back...

Poncke · « **Reply #7 on:** December 21, 2012, 04:50 »

Quote from: jm on December 21, 2012, 04:45

I don't have understanding for returned sales on any site at all.

- If buyer downloads image that he doesn't need - it's his fault. We have saying "You have to pay for your stupidity". I understand situation when buyer downloads smaller image than he needs. Then he could pay only difference (I think it works on Veer). But it's the only reason I can agree with.
- If buyer doesn't like image because it's not technically good then it's agency's problem - they shouldn't accept images that are not technically perfect.
- And... if I'm not mistaken - in case of fraud both bank and PayPal returns money back...

Not on digital goods. Because paypal at least understands that once a digital good is purchased there is no way of telling it wasnt used.

How can any agency accept a customer returning a digital good? Its beyond me. Any customer can return an image and still use it. There is no check to see they dont. And in any case fraud should NEVER be charged to the contributor. Its ridiculous.

fotografer · « **Reply #8 on:** December 21, 2012, 05:11 »

I think that it is only reasonable to give a refund is if the image quality is bad which is highly unlikely except for the occasional very old image or that they have now bought a larger version.

HypnoCreative · « **Reply #9 on:** December 21, 2012, 05:24 »

Quote from: fotografer on December 21, 2012, 05:11

I think that it is only reasonable to give a refund is if the image quality is bad which is highly unlikely except for the occasional very old image or that they have now bought a larger version.

I think it would be still unreasonable because if an agency accepts to sell an image, there must be a quality standard. Once they accept it, they confirm that the image is of required quality. Most of my returned sales are vectors, icon or logo sets especially. There is no size or another technical problem. I guess a few -smart- guys have discovered a way to obtain premium images for free and they are using it hard or DP simply steals money from contributors since they can't even show any document about the transactions.

Either way, poor us...

fotografer · « **Reply #10 on:** December 21, 2012, 05:33 »

Quote from: HypnoCreative on December 21, 2012, 05:24

Quote from: fotografer on December 21, 2012, 05:11
I think that it is only reasonable to give a refund is if the image quality is bad which is highly unlikely except for the occasional very old image or that they have now bought a larger version.

I think it would be still unreasonable because if an agency accepts to sell an image, there must be a quality standard. Once they accept it, they confirm that the image is of required quality. Most of my returned sales are vectors, icon or logo sets especially. There is no size or another technical problem. I guess a few -smart- guys have discovered a way to obtain premium images for free and they are using it hard or DP simply steals money from contributors since they can't even show any document about the transactions.

Either way, poor us...

That's why I said the occasional old image. Some sites still have images that were uploaded befor 2005 and some of them are probably quite bad quality. DP hasn't been around long enough for that.

HypnoCreative · « **Reply #11 on:** December 21, 2012, 05:51 »

Quote from: fotografer on December 21, 2012, 05:33

Quote from: HypnoCreative on December 21, 2012, 05:24
Quote from: fotografer on December 21, 2012, 05:11
I think that it is only reasonable to give a refund is if the image quality is bad which is highly unlikely except for the occasional very old image or that they have now bought a larger version.

I think it would be still unreasonable because if an agency accepts to sell an image, there must be a quality standard. Once they accept it, they confirm that the image is of required quality. Most of my returned sales are vectors, icon or logo sets especially. There is no size or another technical problem. I guess a few -smart- guys have discovered a way to obtain premium images for free and they are using it hard or DP simply steals money from contributors since they can't even show any document about the transactions.

Either way, poor us...
That's why I said the occasional old image. Some sites still have images that were uploaded befor 2005 and some of them are probably quite bad quality. DP hasn't been around long enough for that.

My oldest image is 3 years old. Besides, file age shouldn't be a problem once it was reviewed, accepted, found and purchased. Moreover, I have almost none returned sales on any other agencies. These returned files are usually my top selling images, yet they love appearing in my DP returned sales table a lot.

fotografer · « **Reply #12 on:** December 21, 2012, 05:55 »

Quote from: HypnoCreative on December 21, 2012, 05:51

Quote from: fotografer on December 21, 2012, 05:33
Quote from: HypnoCreative on December 21, 2012, 05:24
Quote from: fotografer on December 21, 2012, 05:11
I think that it is only reasonable to give a refund is if the image quality is bad which is highly unlikely except for the occasional very old image or that they have now bought a larger version.

I think it would be still unreasonable because if an agency accepts to sell an image, there must be a quality standard. Once they accept it, they confirm that the image is of required quality. Most of my returned sales are vectors, icon or logo sets especially. There is no size or another technical problem. I guess a few -smart- guys have discovered a way to obtain premium images for free and they are using it hard or DP simply steals money from contributors since they can't even show any document about the transactions.

Either way, poor us...
That's why I said the occasional old image. Some sites still have images that were uploaded befor 2005 and some of them are probably quite bad quality. DP hasn't been around long enough for that.

My oldest image is 3 years old. Besides, file age shouldn't be a problem once it was reviewed, accepted, found and purchased. Moreover, I have almost none returned sales on any other agencies. These returned files are usually my top selling images, yet they love appearing in my DP returned sales table a lot.

Sounds like something is very wrong there.

PinnacleAnimates · « **Reply #13 on:** December 21, 2012, 06:06 »

Even I don't understand the returned sale concept....

Recently in december I got 9 files returned in which amount deducted were as follows:
6 Files returned at price of -3.91
1 File returned at price of -4.60
2 Files returned at price of -0.26

on total there are 59 files in my returned sale page till now.

Its so sad that most of the images downloaded in DP goes only in subscription sale and on top of that you get lot of returned sale.
Some serious step should be there regarding it.

Anyka · « **Reply #14 on:** March 21, 2013, 11:05 »

Today I had 25 credit sales returned at Depositphotos. That's almost the total downloads of several days. I suppose this cannot be just my photos. Any one else having lots of returned sales today at DP ?

luissantos84 · « **Reply #15 on:** March 21, 2013, 18:46 »

Quote from: luissantos84 on December 20, 2012, 21:52

so far 34 from 1285 sales

35 from 1487

Quote from: Anyka on March 21, 2013, 11:05

Today I had 25 credit sales returned at Depositphotos. That's almost the total downloads of several days. I suppose this cannot be just my photos. Any one else having lots of returned sales today at DP ?

no, having a "nice" month there

lirch · « **Reply #16 on:** March 27, 2013, 05:01 »

Too many in my opinion. DP should protect itself and us too from this. I can understand one or two but up to 50 from most contributors sounds a bit like a well planned fraud and I dont see why we have to pay for it. We pay enough taxes and cuts and comissions and all that other bs.

gillian vann · « **Reply #17 on:** March 27, 2013, 05:23 »

increased port by 50, sales low, but no returns at least.

bspudd · « **Reply #18 on:** January 21, 2014, 09:42 »

210 dollars in returned sales today. I'm almost got a heart attack. This doesn't happen at any other agency. I would thing they have a serious problem in Credit Card Authorization.

ShadySue · « **Reply #19 on:** January 21, 2014, 09:49 »

Quote from: bspudd on January 21, 2014, 09:42

210 dollars in returned sales today. I'm almost got a heart attack. This doesn't happen at any other agency. I would thing they have a serious problem in Credit Card Authorization.

It happens at iStock and Alamy, but I do sympathise - it's horrible when this happens.

Goofy · « **Reply #20 on:** January 21, 2014, 10:05 »

a few months ago I had several purchases (EL level) on the same day and I was jumping for joy! Than the next day they all were returned! I wanted to put my fist through the wall! They told me someone used a fake credit card. I've been with DP for almost three years and have never had any large sales like I had that day...

bspudd · « **Reply #21 on:** January 21, 2014, 12:25 »

Quote from: ShadySue on January 21, 2014, 09:49

Quote from: bspudd on January 21, 2014, 09:42
210 dollars in returned sales today. I'm almost got a heart attack. This doesn't happen at any other agency. I would thing they have a serious problem in Credit Card Authorization.
It happens at iStock and Alamy, but I do sympathise - it's horrible when this happens.

Sorry for the spelling mistakes. I was so upset and it wouldn't let me correct it after I posted.

Whats interesting to me is, I don't see any purchases of those particular files for this month yet alone 210 dollars worth in one day alone. Depositphotos was always good in corresponding but lately I just get the same answer. It was fraud and that's that.

I'm with 32 agencies and I get very few returned sales. Something has to be wrong with Depositphotos authorization system. It's frustrating that we as Contributors have to suffer. < / rant over >

KimsCreativeHub · « **Reply #22 on:** February 09, 2014, 20:42 »

" don't see any purchases of those particular files for this month yet alone 210 dollars wort"

I hope they give you a very clear record of this! Maybe they stopped the sales from posting to your account, either way that's a lot and I'd be on it like stink on a monkey

Please do keep us posted, wish you the best.

bspudd · « **Reply #23 on:** February 10, 2014, 10:54 »

Quote from: KimsCreativeHub on February 09, 2014, 20:42

" don't see any purchases of those particular files for this month yet alone 210 dollars wort"

I hope they give you a very clear record of this! Maybe they stopped the sales from posting to your account, either way that's a lot and I'd be on it like stink on a monkey

Please do keep us posted, wish you the best.

I got the same answer like everybody else. It was a stolen credit etc. Case closed. Looking at my account I have over 100 returns in total so far.
Unless Depositphotos changes something we have two choices. 1) Accept their excuses or 2) delete the portfolio.

Pixart · « **Reply #24 on:** February 10, 2014, 11:52 »

I can't even get on the site to check. Get a 503 page.

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Author Topic: Returned Sales !! (Read 18582 times)

HypnoCreative

luissantos84

HypnoCreative

luissantos84

tab62

Poncke

jm

Poncke

fotografer

HypnoCreative

fotografer

HypnoCreative

fotografer

PinnacleAnimates

Anyka

luissantos84

lirch

gillian vann

bspudd

ShadySue

Goofy

bspudd

KimsCreativeHub

bspudd

Pixart

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