What would you do?

[Former_Member]

So a customer ordered a personalized print and now messaged me that they have to change the spelling of their child's name for religious reasons. She wants to know if I can reprint the print and she just pays shipping.

I think she should at least pay for printing, the envelope and shipping...do you think that's fair?

[Former_Member]

I think she should re-order it. And you will give her free shipping!

[Former_Member]

If it requires you to make a brand new item, then she should pay for a brand new item. I would still offer her a discount or free shipping, like Jemima suggested, but she certainly owes you more than just extra shipping.

[Former_Member]

I probably wouldn't give it to her, but I would give her some type of discount. Can she send the other one back? Could you use it? You could possibly list it in your shop even if it has a name on it, if it's a common name.

[Former_Member]

In my opinion, some type of discount for her is optional. Just because she is being blunt and asking for something for free does not mean you should feel pressured into giving it to her for free. I might feel inclined to give a slight discount but I wouldn't feel obligated. It is your time, talent, and money which will be used to redo her order.

[solocosmo]

I would just do it! Sometimes you have to bite the bullet so to speak and take a loss, because she could (I say could not will) maybe bring you more customers in the future! She might share your shop with her friends and it will end up being a really positive thing!

[Former_Member]

What do your shop policies state regarding custom orders? Now would be a great time to solidify those. If I were your customer, I would probably ask the same thing she's asking but I'd say, "Is there anything you can do for me?" Free shipping or a percent discount on the second order would make me happy, especially since custom orders are generally not return/refundable.

Bottom line though, it's her bad for buying something without having the name correct in the first place! I guess, as a shop owner, I would do my best to make her happy but also not be taken advantage of. I'd offer free shipping on the second order or, like Jenni suggested, replace it and have HER pay shipping if the name is common enough to list as a ready to ship item in your shop.

[ComfortAndGrins]

I am in agreement with some of the others. I would give her free shipping on the 2nd one & if you can afford to you might even give her a discount on the 2nd one. Apparently the first name is her child's name but not the religious name so perhaps she can use it in a different way.

[UniqueSewingBoutique]

I think having her pay for the second order and give her free shipping sounds fair.