If you see a refund in your Contributor Reports, it means we had to refund a purchase of one of your assets.
Refunds can happen for many reasons, including client error, changes in a project, or, in rare cases, the client may be displeased with the file at full resolution. Sometimes, clients need to refund a purchase so they can re-purchase the same content under a different license or through another account.
Refunds are processed on a case-by-case basis by the Sales and Legal teams. The teams understand that refunds negatively impact you as a contributor, so when a request comes in, they will always work with the client to see if there are alternative solutions. If this isn't possible, we will process the refund.
When the refund happens after we have sent your most recent payout, it may lead to a negative balance in your account. If this happens, you don't need to do anything; your account will return to the positive as you make more sales.