Confusion over order placed with MOB

[Phyllisva]

I am at a loss ... I have a Mother of the Bride asking for a refund because she double order some prints ... she ordered photos during the preview at the house , then she emailed and ordered more reprints ...now she's saying that she didn't "mean" to order those -- that she ordered doubles of what she told me at the house and wants a 100.00 refund ... what should I do ?? It was not my fault ....

[phototakeouter]

Hmm. Tough one, especially if you don't have any pre-existing language in your contracts regarding refunds. If at all possible, avoid giving her the refund in cash.

Here's one option you could explore. The $100 worth of prints she purchased didn't cost you $100 to print. Subtract the actual cost of the prints and offer her the balance as a credit toward future prints/albums.

For example if the prints cost you $20, offer her a credit for $80. Couch it in suitable language suggesting that even though refunds on prints aren't your policy, you understand that mistakes happen but while you can't give her a full refund you'd like to offer her a partial credit.

Or, you could just be hard-nosed and say sorry lady, life is tough, and getting a refund out of me is even tougher. Probably won't do wonders on the customer satisfaction front though.

[Phyllisva]

This after all of the albums have been ordered . These are "extra" prints for the family
so there is no negotiating for other stuff .

[Mark McCall]

I'd give a $100 credit, not a $100 refund.
Explain to her that, even though it was a mistake on her part, the lab still charged you to print the photos when the order was placed.

Depending on your pricing, it will only cost you $20 to print $100 worth of photos.

I wouldn't budge on this if she balks. After all, it was her fault, and I'd be happy to point that out to her if I were in your shoes.