when a client wants their $ back

She copied the DVD I'm sure and wants to get some money back off your back. A sale is a sale.

Try and return an electrical item. CDs and DVDs are non-refundable unless demonstrably defective. Your's is not. Sold.

cosworth wrote in post #4129105
She copied the DVD I'm sure and wants to get some money back off your back.

Likely the case. A remake would be as far as I would go, but make her do some work (select the photos etc.). No $$ back.

You state that she is 55, I have had an older bride like this who liked my work, but then after pp'ing some of her pics like she had seen on my website - even B&W- she stuck with traditional-colored- simple poses. Did you maybe put "too much" into this slideshow? I agree, let her pick the pictures. Maybe including her in the process. She will realize that you spend a lot of time on you slideshows. Sorry to hear the bad news.

I really dislike hearing these things because the wedding was so long ago, in August. I can understand someone not being satisfied, but to be rude about it makes me feel bad. As the photographer, you are an artist, making choices to the best of your ability. If the client had something specific in mind, I think she should have said something before you spent so much time on it. I am reluctant to tell you to refund her, but would ask if you can redo it, this time giving her maybe a short questionnaire to clarify what she really wanted. And good luck.

Do NOT give a REFUND! she has mae a copy and trying to rip you off, offer her a redo with the photos in her order, if she does not agree tell her that your sorry NOT GONNA DO IT, NOT GONNA DO IT!

Bottom line is we're talking about 90 days here. She's just trying to get some money. If you have time to offer a re-do of the slideshow, then have her designate the images and songs. If not, I think we're done here.

Turn the situation around... offer her to come and show you what pics she wants, in the order she wants them... and if she wants to change the music - no problem, you'll change the music.

I suspect there's something deeper going on beyond the order of the picture and music here. The only way you'll find out what that is, and what will satisfy her as customer, is to involve her in the process.

Yes, that's going to take up some time from your perspective... but look at it as an investment..... people are living longer these days and the divorce rate is just as high as ever ... so they re-marry... even at 55... do the right thing and you'll be the winner - you're bound to get recommendations.

Let's be realistic - the older people get, the fussier they get... if you can please fussy people then there are no limits....

I just had this experience.
Did a wedding and was paid upfront.
Wedding went horrible, but photos were great
Proof album was given one week sooner than quoted.
Bride asked for 1/2 money back, just because she didnt want the 8x10 album
I offfered to reemburse the album and prints
She still wants half?
Then she said she hated the photos, but then I get a call from walmart and Wolf Camera saying she was in there trying to print the photos ( haha ).

I paid her 100% of wedding, and I kept all prints/cd/albums.

I told her since she did not like the photos, then she should not have to pay for them, but she isnt getting any photos.

I agree with Jamie - remake, but not refund.

spcalan wrote in post #4130279
I told her since she did not like the photos, then she should not have to pay for them, but she isnt getting any photos.

Great story, sad though. I bet she's printing them at home.

first i wouldnt give her a dime back but thats me i let clients know that they are getting a highly customized product and allow so many changes to a product if you do decide to redo it limit the changes to a very small number (maybe 20)also reduce you image size they still show up in dvds but make it hard to reproduce an image. lastly stand your ground. people who you give deals to you screw you

with her being 55 i would say she probably is unhappy not trying to rip you off. A wedding is a special time and people want memories of these moments and they want them to look their best. (I should know I just got married)

Did you only make a slide show or did you also give her the actual photos as well? If she has the photos its almost assured she didnt copy and is truly unhappy. Let her know she agreed and left it up to you to make the decisions and that is what was produced. Basily she DID get what she asked for. Now on the other had ask her what she wants and if its only money "sorry I cannot refund noncopy protected media" if she is willing try again listen to what she wants and if its not to extreme then consider it.

In the end its up to you. Try and help but remember so people are never happy. Also make sure you show common examples of your work before they agree to use your services. I know every one is a custom work but let them at least know the quality they will be getting. Also make sure they tell you what they want. If you a really selling a high quality product le tthem know that unless they know you and how you think its better if they let you know hwat is ok and not ok. The more detail they can give the better.

last note let the customer know befor the deal is made that refunds cannot be given due to difference of opinion. Only in circumstances where it was the photographer at fault (example... specificly asked for something and did not get it. AKA breach of contract. defect or corruption of images or, act of god) ther are other areas you should address in the contract other than that all sales are final.

If this is your full time job (other than the new baby) you may want to visit a lawyer and have a contract made to simplify things and cover yourself. I get going and lose track of what im saying so if this seems to jump around SORRY!

Brand_X wrote in post #4131711
with her being 55 i would say she probably is unhappy not trying to rip you off. ...............
Did you only make a slide show or did you also give her the actual photos as well? If she has the photos its almost assured she didnt copy and is truly unhappy.

Perhaps she did not copy the dvd, but perhaps her tech savvy son/daughter/nephew/ni​ece/neighbor did. You should still be able to make her happy by getting her what she asked for unless there are other motives.

thebrewer wrote in post #4132346
Perhaps she did not copy the dvd, but perhaps her tech savvy son/daughter/nephew/ni​ece/neighbor did. You should still be able to make her happy by getting her what she asked for unless there are other motives.

I think you contridicted yourself.

spcalan wrote in post #4130279
I just had this experience.
Did a wedding and was paid upfront.
Wedding went horrible, but photos were great
Proof album was given one week sooner than quoted.
Bride asked for 1/2 money back, just because she didnt want the 8x10 album
I offfered to reemburse the album and prints
She still wants half?
Then she said she hated the photos, but then I get a call from walmart and Wolf Camera saying she was in there trying to print the photos ( haha ).

I paid her 100% of wedding, and I kept all prints/cd/albums.

I told her since she did not like the photos, then she should not have to pay for them, but she isnt getting any photos.

Were the proofs watermarked or stamped on the back? It is nice they gave you a call.

amonline wrote in post #4132358
I think you contridicted yourself.

Sorry, almost 2am.....

1. I am suggesting that perhaps she did not copy he dvd herself and somebody she knows copied it for her.

2. If she honestly is not happy with the dvd a remake with her input should make her happy, after all she requested the dvd slideshow. If she has copied the dvd and just wants to return the original for $$ back a remake will not make her happy as she already has one slideshow.