Refund requests from the Asset Store go into a manual review queue, causing delays of over four weeks. "Pending" means the request is queued, not declined. To add info, reply to the refund email or the Zendesk ticket in the Order Details' Refund history. If no email or ticket is found, contact Customer Experience. ✨️
Cause:
You submitted a refund request from the Order Details page in the Asset Store. The request goes into the Customer Experience queue, where an Asset Store specialist reviews it manually. It stays marked Pending until that review happens.
Resolution:
Asset Store refund requests are currently experiencing severe delays and can take in excess of four weeks before being manually reviewed by an Asset Store specialist. Thank you in advance for your patience.
Pending means your request is queued for manual review, not that it has been declined or overlooked.
To add information to your request after submitting it, you can either:
- Find the email sent to you in your email inbox with the subject line "Refund request for ASSET NAME - Invoice number [INVOICE NUMBER]" and reply to it.
- Open the asset's Order Details page, go to Refund history, and reply to the Zendesk ticket linked there.
If your refund request is pending, but you have not received an email, or there is no Zendesk ticket in the Refund history section of your account, please contact Customer Experience.