Client wants refund after marking the order completed

[retouchstudio1]

Hi guys,
I am curious to hear your opinion about that as it happens to me for first time.

So basically a guy order 5 images for edit, I follow the instructions and deliver the images, all good, he doesn’t request modification, accept the order and mark it as completed, leave a good review and takes the images without a logo.

But he adds an extra to receive the source file after this and immediately mark the order as completed (doesn’t wait for me to answer or send the source file)

The problem is that I need to know when the order is started that he will need the source file, not a few days after the images are delivered as I flatten the layers.

I was about to offer to edit more images or do revisions (to compensate the source file), but he straight asked not only refund for the extra (which is not possible) but AND for the 5 images. And this is quite unfair as I was working for an hour and no revisions were stated from his side.

It felt to me he just wanted a free work done,

What do you think and what do you do in that cases?

[smashradio]

I’m sorry you had this experience!

I would try to explain this to your buyer in a polite manner.

From what I understand by reading your post he was happy with the delivery since he left a five-star review and completed the order. However, he asked for the extra, which you could not deliver.

I assume you deleted the source files after completing the original order?

First of all, it’s always a good idea to hold on to the source files no matter what. That way, if the buyer asks for revisions in the future, or want further work done, such as in your case, you can easily accommodate them.

I don’t think he can ask for a refund of the original order. If you have done the work according to the specifications in the order and delivered, and he is happy with the delivery, he should not get a refund.

With that being said, what you can do, if you want to make your buyer happy (I always try to), is to make the images again, using the originals as templates, and then providing him with new (identical) images and the new source files.

I’m not a designer, so I don’t know how much work this would take, but if it’s one hour of work, it should be doable.

If you’re not willing to do this, you at least should refund the buyer for the extra.

The way to do this is to contact customer support and ask for their help and let your buyer know that you have done so.

But I would do everything in my power to make the buyer happy before I did so.

Best of luck! 🙂

[retouchstudio1]

smashradio,

thanks for your reply. I wanted to suggest him to contact customer support in order to get refund for the source file (not for images) or agree on something, being revisions, or to edit more images to compensate the source files… but he stopped answering…oh well

So not much to do here.