Royalty Canceled After Completed Digital Download Order

[Steph]

Hi everyone,

I just noticed that the royalty for one of my digital downloads was canceled. The order was placed 5 days ago, so the customer received my artwork properly, yet now it seems like they got it for free.

Is this a normal part of how refunds or cancellations work on Zazzle, or am I missing something here? Any insights would be appreciated!

Thanks in advance!

[James]

Hi Steph, 

While there are some nuances to digital download returns, customers are still entitled to request a return for many reasons. However, we do restrict access to your product rendering it un-editable once a return has been initiated. 

[PAZP]

Thank you for explaining that James. 

[Steph]

Thank you, James.

I understand that customers may request returns for various reasons, but my main concern is this:

Since this is a digital download, the product has already been delivered and can't be "returned" in the traditional sense. The customer now has full access to the file, yet the royalty was canceled, meaning they received my artwork for free.

I appreciate that access becomes restricted after a return is initiated, but the file has already been downloaded by then, right? In this case, several days passed between the order being placed and the cancellation being processed.

[Connie]

This was something we had an issue with right from the start of digital downloads. Zazzle's almost the only company that allows returns on digital products.

[James]

Although downloaded digital items are irretrievable, a return will prevent further modification, download, or use. This is an accepted risk of our valued Satisfaction Guarantee. Our monitoring shows that policy abuse is uncommon.