Partial Refund Question

[HmacdoPaperCo]

I sell personalized cards and custom invitations and require my customers to approve a digital proof "preview" on-line. This is so both parties can double-check for errors in the copy and see their custom requests applied before I print the full quantity. If a customer changes their mind and wants some kind of a refund on the order after I have designed and delivered the digital proof, what is appropriate for a partial refund in this situation? Thanks for your advice!

[Former_Member]

Your cards are gorgeous!! I would like to answer as best I can for you. I just read your return policy and I think it is over generous. One could speculate that if you deliver a custom proof and the customer changes their mind, that they are simply wanting 50% off (ie; they love the design, they just aren't being truthful so they only pay half and keep your work). In order for your business to stay profitable for your professional custom services, I would offer NO refund on custom orders unless it was a mistake made by YOU. Even if you send them a proof to "proof" and then you print them, and they find a typo after they receive the order, I still would not refund. That is why the proof is submitted. I have a story from several years back..I had product labels made and proofed them first...turns out once I received my order (Several Thousands of dollars worth) I saw a typo. Needless to say, I was not able to get any refund because I had been sent proofs. Did it hurt to hear them say they wouldn't reprint or refund? Heck yeah it did! But I moved on. I knew it made sense that that was the policy. Now, back to advice--I would also make sure I had written record of "approvals" of proofs on file. HTH

[Former_Member]

Excellent advice, Sam!

Good luck, Heather!

[HmacdoPaperCo]

Thanks so much for your advice Sam!

"One could speculate that if you deliver a custom proof and the customer changes their mind, that they are simply wanting 50% off (ie; they love the design, they just aren't being truthful so they only pay half and keep your work)."

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Yes, that is what I was afraid of. I was thinking that it would be easy for someone to say they "changed their mind" on the order after seeing the proof, demand their money back and then still use the digital proof file to print on their own. I definitely can't give a full refund back. But I'm just trying to figure out what is fair for both parties because then they aren't actually getting the physical end product...

[Former_Member]

As to your latest reply, I still say no refunds, even if they don't get their cards. At that point, they have paid for your time and efforts as a graphic designer. This discourages more people from "cancelling" once they receive the proof. Your prices are seemingly low for your talent and design skills. But you certainly need to do what you feel is right in your own mind....:)

[Former_Member]

I think it depends on what you are comfortable with. I accept custom work all the time and I get the full payment upfront. I think change of mind is ok but they you need to get paid too.

I would suggest sending a screenshot and digital proof that is printable but it has a huge watermark and the print quality is not very high resolution. If they do change their mind then you can keep a percentage of the cost but they still can't print the proof you sent because of the low quality and watermark.

The only reason I send proof is to check for typos. The design itself shouldn't be printable.