Apeal to Faithlife

As you could see below . I have the resource on the right side. I bought the resource on the left side today . After It was downloaded I could see that they are the same resoure with the same Author. So I have asked to Faitlife to refund me. The Faithlife worker Carla answered me "There does not appear to be any fault, you just purchased the same title twice and I cannot return the second time for you." First of all the website shoud show that I own the resource. I have never seen such a worker in Faithlife . I apeal here if some can solve it.

I'd email customer service and ask for a refund. I'm not sure if you're saying you've also previously bought the resource you bought today. I think officially you can't return a book twice, although I did once buy a book and immediately realised I had previously bought and returned as it didn't met my needs. I simply emailed customer service and got a refund. No questions asked and no challenge that I had previously returned. Sometimes we forget what we bought years ago. However, if you've simply bought the book today for the first time, there's no reason for customer service to decline your request for a refund.

https://community.logos.com/discussion/comment/1182143#Comment_1182143

One is a 1992 first edition the other one is the 2nd edition with a 2008 date, so no one has wronged you. Second editions rarely contain that much different material; perhaps a reword here and there and extra bibliography, but they’re virtually identical. I own the newer one and the old blue one I don’t. So you purchased both and that’s why both are showing in your library. My library only shows one. If it’s been over 30 days FL is not obligated to give you a refund.

DAL

https://community.logos.com/discussion/comment/1182143#Comment_1182143

It faithlife is mistake. Normaly if you buy a resource it has to shown that you already own the resource, but here is not the case the same resource it showed up as if it were a resource that I don't own it. I have asked to Faithlife customer ,but no response.

https://community.logos.com/discussion/comment/1182146#Comment_1182146

It faithlife is mistake. Normaly if you a resource it has to shown that you already own the resource, but here is not the case the same resource it showed up as if it were a resource that I don't own it. I have asked to Faithlife customer ,but no response.

Even your screen shot is different so you bought two different editions and didn’t even noticed. Different editions are purchased separately regardless of how identical they are; but if you feel so strongly about, try CS or email someone else. None of us can help you. We’re just users like you 👌

https://community.logos.com/discussion/comment/1182146#Comment_1182146

It faithlife is mistake. Normaly if you buy a resource it has to shown that you already own the resource, but here is not the case the same resource it showed up as if it were a resource that I don't own it. I have asked to Faithlife customer ,but no response.

BTW, if you bought the other one TODAY, then YES, they better refund you today. So try chat box or someone else over the phone.

DAL

Joe McCune (Faithlife)

As you could see below . I have the resource on the right side. I bought the resource on the left side today . After It was downloaded I could see that they are the same resoure with the same Author. So I have asked to Faitlife to refund me. The Faithlife worker Carla answered me "There does not appear to be any fault, you just purchased the same title twice and I cannot return the second time for you." First of all the website shoud show that I own the resource. I have never seen such a worker in Faithlife . I apeal here if some can solve it.

Tes, These are two different editions of the same work. The one with the blue cover is the first edition, and the one with the yellow, red, and blue circles is the second edition. We often offer more than one edition of the same work for sale.

The reason why your refund request for the first edition was denied was because you recently purchased it and received a refund for it. We do not offer refunds for products that have previously been purchased and refunded.

https://community.logos.com/discussion/comment/1182152#Comment_1182152

As you could see below . I have the resource on the right side. I bought the resource on the left side today . After It was downloaded I could see that they are the same resoure with the same Author. So I have asked to Faitlife to refund me. The Faithlife worker Carla answered me "There does not appear to be any fault, you just purchased the same title twice and I cannot return the second time for you." First of all the website shoud show that I own the resource. I have never seen such a worker in Faithlife . I apeal here if some can solve it.

Tes, These are two different editions of the same work. The one with the blue cover is the first edition, and the one with the yellow, red, and blue circles is the second edition. We often offer more than one edition of the same work for sale.

The reason why your refund request for the first edition was denied was because you recently purchased it and received a refund for it. We do not offer refunds for products that have previously been purchased and refunded.

This is unfair you should mark it that I already own it . I consider it as if I have lost my money.

https://community.logos.com/discussion/comment/1182147#Comment_1182147

It faithlife is mistake. Normaly if you a resource it has to shown that you already own the resource, but here is not the case the same resource it showed up as if it were a resource that I don't own it. I have asked to Faithlife customer ,but no response.

Even your screen shot is different so you bought two different editions and didn’t even noticed. Different editions are purchased separately regardless of how identical they are; but if you feel so strongly about, try CS or email someone else. None of us can help you. We’re just users like you 👌

I did everything . I sent email , but they did not want to refund me. They have only calimed to own my money.

Small Heath

https://community.logos.com/discussion/comment/1182162#Comment_1182162

This is unfair you should mark it that I already own it . I consider it as if I have lost my money.

The reason it wasn't marked is because it's a different edition. FL is correct on this.

The reason you couldn't return it the second time is because you already purchased it once and returned it once. If you purchase it again (second time), you can't return it. This is FL policy.

This is what Joe is trying to explain. If you feel it's unfair, appeal to Bob. He's usually pretty sympathetic.

https://community.logos.com/discussion/comment/1182173#Comment_1182173

Yes it is unfair. I don´t think that Bob can reply my appeal . I just want to forget it.

https://community.logos.com/discussion/comment/1182176#Comment_1182176

Yes it is unfair. I don´t think that Bob can reply my appeal . I just want to forget it.

Tes, I don’t think people are understanding you. You stated you just bought the other edition TODAY, so even though they are different editions of the same work, you should still get a refund for the edition you just bought TODAY. Somehow people are missing this important detail (i.e. you bought the older edition TODAY).

🚨 🚨 🚨🚨 EDIT: I’ll take the above paragraph back! People are understanding you so the paragraph below is the one that applies and the reason why you’re not getting a refund 🚨🚨🚨🚨

Then again, if you bought the older edition before and returned it, then you went ahead and bought it a second time and wanted to return it, then FL is not going to give you a refund. This policy is in place to protect themselves from people buying and returning resources all the time one too many times.

The 30 day return policy is a very generous policy but some have abused it too much by not making up their minds when they buy and return the same resource more than once. Maybe, in this case, perhaps you’re not understanding this; maybe because no one explained it to you before. Anyway, hope we can all learn from your experience and be more wise and thoughtful when we buy from Logos 👍😁👌

DAL

https://community.logos.com/discussion/comment/1182179#Comment_1182179

Yes it is unfair. I don´t think that Bob can reply my appeal . I just want to forget it.

Tes, I don’t think people are understanding you. You stated you just bought the other edition TODAY, so even though they are different editions of the same work, you should still get a refund for the edition you just bought TODAY. Somehow people are missing this important detail (i.e. you bought the older edition TODAY).

DAL

Looking at Joe's reply it looks like Tes has bought the book that he's trying to return twice. He bought it very recently and returned. He's now bought again. Hence why the refund policy doesn't apply.

https://community.logos.com/discussion/comment/1182180#Comment_1182180

Yes it is unfair. I don´t think that Bob can reply my appeal . I just want to forget it.

Tes, I don’t think people are understanding you. You stated you just bought the other edition TODAY, so even though they are different editions of the same work, you should still get a refund for the edition you just bought TODAY. Somehow people are missing this important detail (i.e. you bought the older edition TODAY).

DAL

Looking at Joe's reply it looks like Tes has bought the book that he's trying to return twice. He bought it very recently and returned. He's now bought again. Hence why the refund policy doesn't apply.

You are correct! I edited my post after the first paragraph to reflect that. I’ll go back and point that out. Thanks Paul 👍

https://community.logos.com/discussion/comment/1182179#Comment_1182179

Yes it is unfair. I don´t think that Bob can reply my appeal . I just want to forget it.

Tes, I don’t think people are understanding you. You stated you just bought the other edition TODAY, so even though they are different editions of the same work, you should still get a refund for the edition you just bought TODAY. Somehow people are missing this important detail (i.e. you bought the older edition TODAY).

🚨 🚨 🚨🚨 EDIT: I’ll take the above paragraph back! People are understanding you so the paragraph below is the one that applies and the reason why you’re not getting a refund 🚨🚨🚨🚨

Then again, if you bought the older edition before and returned it, then you went ahead and bought it a second time and wanted to return it, then FL is not going to give you a refund. This policy is in place to protect themselves from people buying and returning resources all the time one too many times.

The 30 day return policy is a very generous policy but some have abused it too much by not making up their minds when they buy and return the same resource more than once. Maybe, in this case, perhaps you’re not understanding this; maybe because no one explained it to you before. Anyway, hope we can all learn from your experience and be more wise and thoughtful when we buy from Logos 👍😁👌

DAL

Thank you Dal you got the point.

https://community.logos.com/discussion/comment/1182230#Comment_1182230

I didn't know the content of the book before I purchased it. I found it out that they are the same books after I have purchased and downloaded it. I have expected that Faithlife would not sell the same resource with a different color or edition. Since it is was clear to me that if you have already the resource it would show up " you own this resource" . If it were not the case why should I pay for nothing . This is really unfair and I feel as if I were.......

JT (alabama24)

https://community.logos.com/discussion/comment/1182232#Comment_1182232

I have expected that Faithlife would not sell the same resource with a different color or edition.

FL has made no promises that they would not sell additional editions of resources. To the contrary, there are many resources which have had multiple editions and many users who want those updated resources.

David Wanat

https://community.logos.com/discussion/comment/1182232#Comment_1182232

I suppose—and I don’t know if this is feasible—it would be useful if FL could show a “You have an earlier/later version of this book” notification on the product page. But since I’m no programmer, I have no idea whether I’m asking for the impossible.

Gordon Jones

https://community.logos.com/discussion/comment/1182234#Comment_1182234

it would be useful if FL could show a “You have an earlier/later version of this book” notification on the product page

This is an excellent idea

DMB

https://community.logos.com/discussion/comment/1182247#Comment_1182247

it would be useful if FL could show a “You have an earlier/later version of this book” notification on the product page

This is an excellent idea

This whole thread seems bizaaro.

1. Tes shows 2 books currently owned. At least one (whichever) wasn't already refunded. And one recently purchased. Are we saying Tes bought-refunded-bought-again the 2nd while already having the first?

2. Why did a second edition get added over a first edition ... by the same author. I can understand a new author ... often happens. Or multiple Bible editions (for dastardly translators). Remember the discussion of commentary series mixups?

Small Heath

https://community.logos.com/discussion/comment/1182251#Comment_1182251

This whole thread seems bizaaro.

1. Tes shows 2 books currently owned. At least one (whichever) wasn't already refunded. And one recently purchased. Are we saying Tes bought-refunded-bought-again the 2nd while already having the first?

2. Why did a second edition get added over a first edition ... by the same author. I can understand a new author ... often happens. Or multiple Bible editions (for dastardly translators). Remember the discussion of commentary series mixups?

We don't know the exact timeline or sequence.

1. Bought 1st. ed.

2. Bought 2nd. ed. (could have happened earlier).

3. Returned 1st. ed. (could have happened earlier).

4. Bought 1st. ed. again because he wasn't warned that he already owned the 2nd. ed. or had already done it before.

5. Tried to return 1st. ed.

That's my best guess?[^o)]

https://community.logos.com/discussion/comment/1182267#Comment_1182267

4. Bought 1st. ed. again because he wasn't warned that he already owned the 2nd.

And not knew the contents of the second until I purchased and downloaded.

DMB

https://community.logos.com/discussion/comment/1182267#Comment_1182267

That's my best guess?

Gold star!

On Amazon, they play that game (publisher re-packaging). I'm always surprised when I select Remove from my Kindle, and it correctly deduces a refund desired. Quick and smart.

But as I understand it (serious), Amazon doesn't have the dishonest Christians that buy-use-refund for a paper, etc. FL can't really know if Tes is honest or not (of course, he is and helpful to FL too).

Beloved Amodeo

https://community.logos.com/discussion/comment/1182268#Comment_1182268

4. Bought 1st. ed. again because he wasn't warned that he already owned the 2nd.

And not new the contents of the second until I purchased and downloaded.

Tes,
I'm sympathetic to your plight. But, strictly following the policy of FL, you are not due redress. I'm going to tell you how I would have handled this matter and it may inform you how you should proceed. Your continued complaint on the forums may or may not advance your cause. Although, my feeling is that it will not.

First, I always place my purchases through my trusted sales rep. This gives me a layer of protection and has saved me from such errors you have recounted. If by some mistake I had purchased a resource twice and wanted to return it knowing that this is not supported by usual policy, I would first appeal to the relationship I have with my sales rep. If that was unsuccessful, I would ask to have a manager make a judgement call emphasizing my loyalty as a customer, etc. and justifying the reason for the mistake and asking for an exception this one time knowing that it was I who was in the wrong.

If refused, I would take it as a lesson learned and drop the matter. I would not take my case to the forums as in my view this shows bad faith. Grace and peace my brother.

Justin Gatlin

https://community.logos.com/discussion/comment/1182276#Comment_1182276

I have made a suggestion here that other editions be added to the product page. It seems like this mistake could have been easily avoided, and the ability to see other editions at a glance would be nice for other reasons too. If you are willing, a comment of support on that thread could not hurt:

https://community.logos.com/forums/t/203286.aspx

https://community.logos.com/discussion/comment/1182280#Comment_1182280

Amazon have a great feature whereby you can see you've previously bought a book - even if you've since returned it. That might be a nice feature to add.

Beloved Amodeo

https://community.logos.com/discussion/comment/1182288#Comment_1182288

Amazon have a great feature whereby you can see you've previously bought a book - even if you've since returned it. That might be a nice feature to add.

I agree, this is a nice feature, however, what I don't like about what Amazon does is if you have bought the book before and returned it for a refund they still indicate that you have this book in your collection. This can be very confusing as I have learned by experience.

https://community.logos.com/discussion/comment/1182290#Comment_1182290

Amazon have a great feature whereby you can see you've previously bought a book - even if you've since returned it. That might be a nice feature to add.

I agree, this is a nice feature, however, what I don't like about what Amazon does is if you have bought the book before and returned it for a refund they still indicate that you have this book in your collection. This can be very confusing as I have learned by experience.

If you click on the order though you can see you returned it. The advantage is at least you know you bought it and returned it.

https://community.logos.com/discussion/comment/1182294#Comment_1182294

The question is: If he bought it before and returned it, why didn’t he check the content the first time so he knew not to buy again a second time? He says he just now realized they’re the same when it downloaded. Didn’t he realized that before?

Most second editions are virtually identical with a few minor changes. I have a few of those and I don’t mind having them.
Either way, the suggestions mentioned here to prevent this seem like good suggestions.