Revision or Charge Extra?

[sophiepearce]

Hi,

I just need a little advice on a revision I received from a customer on an order. For a little context, I sell Lightroom presets and graphics to go with them so people can resell them on Etsy, Shopify etc. For the graphics I provide, it's normal to use royalty free stock images to present the Lightroom edited photos and this is the same across most of Etsy and other sellers on Fiverr. This is also stated in my FAQ.

I had an order from a client which included 18 of these graphics and edited photos and I created the order as I normally would using stock images. It's rare for someone to ask me to use their images but if someone wants me to use their own photos, they would mention this very early on and send me the photos. However, this client has just submitted a revision after their order was complete, saying how important is it their own images are used on all the graphics meaning I would have to recreate over half of the order to fix this (around 2/3 hours work). They have never mentioned to me before that they wanted me to use their own images, nor have they even sent me any images to edit with to begin with!

I include 1 revision per order but this feels like way more than just a normal revision and has nothing to do with the quality of work. I just wanted to ask if it would be right of me to change for this revision as it's key information that they didn't mention to me throughout their whole order and now I have to re-do most of the work. I'm still pretty new to Fiverr so i'm asking for genuine advice, Should I charge or because I have 1 revision per order do I just need to deal with it and learn from my mistakes 😅

TLDR; Buyer has asked for a revision because they left out key information about the order even though they love the work, now I have to recreate most of the order. Should I charge for this revision or change it for free?

[sarahkhan97]

I'm not sure about it, so also want to know regarding this situation 

[miraz_ahmeed]

This is sad. sometimes client thinks we have a magic wand on our hands. recently a client told me to design a web and app UI. It's about 60 pages. and he offered me below $50.the funniest thing is, he wants me to deliver in 5 days. as a new seller, I'm craving clients. But this kind of thing is ridiculous. 

[samiha_shoily]

As you are a new seller, I think it would be best if you revise their work. You can slightly remind him that you extra work for him which is not mention in order details. Next time ask more question to clients for hustle free work.  

[newsmike]

6 hours ago, sophiepearce said:

Buyer has asked for a revision because they left out key information about the order even though they love the work, now I have to recreate most of the order. Should I charge for this revision or change it for free?

You have just made the case why revisions should never be part of an initial order, with the exception of an obvious mistake on your part.  It avoids this back and forth, plus allows you to immediately upsell when they want more work which falls outside of the scope of the original order. 

[miiila]

I agree with the above comment.

Regarding you stating things in your FAQ, there are many people who don't read those, there are also many people who don't read the Gig description, or even the Gig title, apparently, in some cases, so even if you have this detailed everywhere you can, and as clearly as possible, there still may be people who won't read it, or misunderstand.

The safest way to make people send whatever files you need, is on the requirement page, as a mandatory requirement. Then, the order won't start, before they sent the files you need. You could try to set up your requirement page in a way that should help avoid such situations. That's not completely fail-proof either, as it's not unheard of that people attach a random file to start the order and write "I'll send the files later", but the more fail-proof your set-up, the fewer such cases.

[santo_web]

 It would be best if you revise their work. You can slightly remind him that your extra work for him which is not mentioned in order details. Next time ask more questions to clients for hustle-free work.  

[sophiepearce]

1 hour ago, miiila said:

I agree with the above comment.

Regarding you stating things in your FAQ, there are many people who don't read those, there are also many people who don't read the Gig description, or even the Gig title, apparently, in some cases, so even if you have this detailed everywhere you can, and as clearly as possible, there still may be people who won't read it, or misunderstand.

The safest way to make people send whatever files you need, is on the requirement page, as a mandatory requirement. Then, the order won't start, before they sent the files you need. You could try to set up your requirement page in a way that should help avoid such situations. That's not completely fail-proof either, as it's not unheard of that people attach a random file to start the order and write "I'll send the files later", but the more fail-proof your set-up, the fewer such cases.

Thank you for this feedback. While I agree with you that people don't read them, I believe this means that I at least have something to back up my reasoning if I decide to charge for a revision as that responsibility falls on them as they failed to read this rather than myself being at fault? (although I realise that this should probably be in my description rather than my FAQ).

Unfortunately adding this as a requirement wouldn't work for my gig as out of over 100 orders, i've only ever had 3 other clients who has asked me to use their images. All my other clients want me to choose the stock images for them so there would be nothing to attach.

[miiila]

22 minutes ago, sophiepearce said:

While I agree with you that people don't read them, I believe this means that I at least have something to back up my reasoning

It seems you misunderstood me, yes, of course it's good to have it in your FAQ, as I said, "the more fail-proof your set-up, the fewer such cases." I meant to put it everywhere you can, and especially in the requirements, as you can keep orders from starting by using mandatory requirements. At least, the clock doesn't start to tick then, and if your customer can't start the order without sending at least one file, it might make them more aware of having to do that than it being mentioned in the FAQ.

You definitely should make use of the FAQ, too, many people don't read them, but some do. (And it may even have other benefits, as some people keep saying, whatever options Fiverr gives you, use them.)

Quote

"Unfortunately adding this as a requirement wouldn't work for my gig as out of over 100 orders, i've only ever had 3 other clients who has asked me to use their images. All my other clients want me to choose the stock images for them so there would be nothing to attach."

Yes, this is a bit of a pain, it's the same when you offer extras in a Gig that some people order, and some not, as unfortunately, we don't have the option for more than one requirement page for a Gig and some "gateway" that leads people to the relevant one. I had something set up for a Gig some time ago, but I don't remember how, I ended up dropping my Gig Extras for other reasons. Maybe I asked people to tick a multiple choice question box for "I did order x" / "I did not order x", and then to either attach the file/fill out the info, or to attach whatever if not applicable, but it might not be worth it if it's just 3/100 orders.