They want to return the product and get a refund

[island bound]

I have a client who ordered a puzzle of the kids picture. (Ya, go figure)

After I delivered it and they took it home, they decided they didn't want it and want to return it for a refund.

Really?

*going to add new clause to contract re refund of products*

[KenJulio]

Um...did you just hand it off to them or did you go over the photos?

Oops, just re-read it, it was a puzzle which I'm assuing wasnt put together....

[island bound]

Right.
They decided they didn't really like it after all.
At least it was prepaid.

[andyz]

If you can't get a refund, either tell them all sales are final, or eat the loss and keep the customer. Maybe you can use it as a prop on future orders?

[JohnT]

Originally Posted by andyz

If you can't get a refund, either tell them all sales are final, or eat the loss and keep the customer. Maybe you can use it as a prop on future orders?

That's a good idea. Assemble it yourself. Frame it. Use it as a sample for future sales.

[groovyone]

Originally Posted by andyz

If you can't get a refund, either tell them all sales are final, or eat the loss and keep the customer. Maybe you can use it as a prop on future orders?

Great idea!

[Howard Barlow]

Give the refund, keep a happy client.

Keep the refund, lose a happy client.

Business, like life, is a series of decisions. Eliminate as many bad ones as you can.

[Gambit]

Thought I'd offer this option since I hadn't seen it yet: "Store" credit. And/or a partial refund, less "processing charges" or some such. I suppose it depends on how (un)happy you want to make the customer.

*Disclaimer: No, I don't own a photography business, so the above opinion is not backed by experience!

[island bound]

Thanks gambit

What to do you y'all think about 50% refund on this one.

I did add to my contract NO REFUND items since they are custom and personal.

[SCone]

Need more info...

Did this person buy anything else? How much did the puzzle actually cost? Can you turn the "return" into a larger sale?

[texxter]

Originally Posted by Howard Barlow

Give the refund, keep a happy client.

Keep the refund, lose a happy client.

Business, like life, is a series of decisions. Eliminate as many bad ones as you can.

+1

Just about every business out there has a customer satisfaction guarantee. Photographers should too. Having a clause in the contract that excludes customer satisfaction may backfire. Write down what you're willing to do to make the customer happy.

It would be a lot cheaper for all businesses big and small not to accept returns, exchanges or refunds, but they do because it's critically important for profitability.

[Ernst-Ulrich Schafer]

Refunds are 100% at my studio, peroid!!! No questions asked and no hard feelings. Take care of your customers.

[Bob_S]

Full refund with a smile and an offer to change it to a different print or product too.

[Ernst-Ulrich Schafer]

What was your cost for this puzzle? What did you sell it for?

[brad]

Tell them that you'll extend a full refund to them, but try to find out first what they really weren't happy with .. there may be ways to fix the problem that don't involve a refund. Perhaps the lab that created it did a poor job and they will reprint it for you...

Yes, refund. Guaranteeing your work is one of those areas to separate yourself from the rest of the pack.