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Are you only having issues downloading this particular video? Have you tried downloading it from your License History?
Please provide details of any errors you receive.
I have added 2 video credits to your account to replace the 2 duplicates.
Thank you for your prompt responds and 2 video credits.
Although we would rather would go for a refund instead of 2 credits. With that said we just received all invoices and noticed that we received an invoice twice for 100107958 video.
Could you please provide us the options for a refund.
Thank you so much in advance.
We don't offer refunds on single asset purchases which is why you were provided with credits.
You have licensed 100107958 twice. Again we can offer a credit for the duplicate. Would that be OK?
That is very unfortunate. It would be wise to be clear about this matter on the website. With that said as well for implementing a pop-up mentioning something like 'Do you want to license the video again or do you want to download the video a second time which is without costs'. The way it is stated now is confusing. I am thankful for the credit solution although I still have to explain this to my CEO which is not so much convenient.
Thank you again for your help and prompt respond.
Thanks for your feedback. The additional credit has been added to your account.