today i have checked my publisher account and i have found that a buyer requested a refund of one of my assets, so the 30$ x 70% earned from that asset are gone!!
i wonder why… i was never contacted by email by anyone for problems so i really don’t konw what to think…
i have emailed asset manager to ask for clarification, hope to get some reply.
did you ever had this problem?
thanks!
edit:
i just received an email from Caitlyin explaining how a lot of refunds were due to a fraudolent credit card use:
I think I had 2 refunds altogether. Once one of my buyers had an impression that my zombie package comes with an AI and full gameplay solutions, but that was just a graphics pack. So he asked for a refund. Another time a buyer asked for a refund of my particle systems, as he found it out that on a very bright background they don’t look good.
thanks for sharing your experience.
in my case it’s hard to understand: all my music is in preview on soudcloud. all the files, exactly as you will buy it, with the exception of a watermark. so the buyer knows what he’s buying, and in any case he should have contacted me if he faced any problem…
the asset was purchased in february / march (i sold 3 times) so a some time ago… i wonder what happened meanwhile…
I’ve experienced 2 refunds over the 7 months that Suimono has been released… both times were a surprise as noone contacted me with any problems, and I had no info to respond to. But I can see someone having an expectation or an issue and they just didn’t want to bother with getting support. However in your case it seems a bit strange to get a refund issued on a music asset… as you said, you already know exactly what ou’re buying… you may want to email the asset store and ask for clarification regarding their music/refund policy… I would think it should be different than other assets that can’t be completely previewed beforehand.
handling refunds with digital products is tricky in general, as there is no reason for the buyer to remove the asset from their computer… they’re able to get something for free. I have no issues if someone has a real problem wanting a refund, that’s just the way business goes. But it is less straight forward with digital products as opposed to physical products.
i had 1 refund for a sale in february. Caitlyn and assetstore people explained to me that the buyer used a stolen credit card.
You can always ask to assetstore people, they are friendly and talkative ones.
thanks everyone for the replies!
maybe my refound is the same as the aubergine’s one…
let’s wait for the reply of the asset manager.
i’ll let you know!
It is a shame that people do request a refund before contacting the publisher.
I have purchased a number of things over the past 3 months and have not used them and possibly will - will I ask for a refund? No, simply because I understand how much work has gone into these things
If people are going to buy from the asset store, they should do research first.
I am actually surprised their is a refund policy to be honest
People are buying shaders/models/script pack - make refund and than post in on warez sites … not good strategy from Unity side. I had some refunds and after asking Unity “why” I never received any reply …
I requested a refund recently (only refund i ever requested, own 130+ assets) but i did it that way
Contacted the seller to see if he could fix my issues
Waited a bit to see if a solution could come
Contacted the seller again offering multiple solutions (including refund)
He picked the refund solution
Only THEN did i contact unity asking for a refund.
While i can understand the credit card fraud case, i don’t think unity should grant refunds, unity should pass on the refund request to the seller, have them approve it, if they approve it fine, if not they need to arbiter, but not simply refund and let you know they did.
Me too - its digital goods, people can just buy an asset then say it doesn’t work as expected to get a refund and continue using it.
Honestly I didn’t even know you could get a refund until this thread. I can see how refunds would be available on a very strict basis but if it’s common to see them then that’s kind of disappointing, especially if the seller has no say in the matter.
Hmmm. As someone that has just asked for a refund of an asset I can understand why. In my case I couldnt get the asset working to a satisfaction level where I would be happy releasing a game with it in. It took 3 days to get a reply for help and basically I had given up before help arrived. I have another non working asset and cant get any support at all and have left it to late for a refund.
If you sell assets on the store you need to make sure you reply to emails within a day.
Seems like a large number of people, me included, had one refund yesterday. My price had changed several months ago, and the refund was the earlier price, so it’s Likely a chargeback due to a stolen card or something.
Or at least that’s what I’m telling myself.
I have requested a refund on an asset in the past, and got it, because the asset used windows specific applications to configure it, and I run on a mac (it wasn’t mentioned in the description). otherwise, I don’t request refunds.
What!? If goods dont work as promised, or you dont get support with it, then why on earth shouldnt you get a refund? Nothing to do with research. Ive loads of purchased assets that were not up to scratch where i regret not asking for a refund.
I am sorry I should have made myself a little clearer.
Naturally if an asset is purchased and claims to do a specific thing and fails to do that then yes the best course of action would be to contact the publisher and see if some resolution can be found, if not then a refund would be expected.
I was simply referring to people requesting a refund because they needed the money, not what was expected, no response from publisher.
I do however think that there would be a lot less pirated assets if it was not so easy to get a refund…
Nothing should be “excluded from refunds”, but everything should be handled on a case by case basis (sent to the author, if he says yes, then yes, if he says no, then case by case by unity checking there is no fraud involved and a legitimate reason for requesting the refund, and not reading the description isn’t a legitimate reason!)
I think that you guys are all forgetting the purpose of refunds, if a product is mis-advertised or does not meet up to the consumer’s par then someone falsely advertised their asset and conned someone else into buying it, said consumer should be able to get their money back and dispose of whatever asset they purchased to avoid piracy.
