Client wants a refund on a print from 15 months ago

OK, this is officially the strangest call I've had in some time.  Long story short a client just called me about a print that they got from me (which was drop shipped) FROM a print shop they wanted to go with!  Well the print has warped a little and they are asking for a refund from me.  Which of course I can't help chuckle to myself.  They wanted to go with this print shop because of the price point, they didn't want to go with mine because Millers and Canvas HQ was to expensive for them.  I told them, they need to contact the print company, that this is out of my hands.  

Seriously though, have you had any situations like this? 

Besides them following up with the print shop they chose, maybe offer to get a new print from Millers (or wherever). The thing about drop shipping is if you didn't see the actual print that was sent.

I'd think about what's in your contract to cover this type situation so it's clear that if a client uses a printer they choose that isn't one that you use, it would be up to them to handle it if they aren't happy with the prints. After their experience maybe they'd want to pay for a nice quality print that you could provide.

icepics wrote: Besides them following up with the print shop they chose, maybe offer to get a new print from Millers (or wherever). The thing about drop shipping is if you didn't see the actual print that was sent.

I'd think about what's in your contract to cover this type situation so it's clear that if a client uses a printer they choose that isn't one that you use, it would be up to them to handle it if they aren't happy with the prints. After their experience maybe they'd want to pay for a nice quality print that you could provide.

Oh I'm happy to send the image over to them, although they have it already.  But they war trying to get a refund for me on the actual print.  A print they paid the print company directly.  I told them from the start they would be happier at one of those shops I was recommending, they decided to go with who they did. 

Andy Gladwell wrote:

icepics wrote: Besides them following up with the print shop they chose, maybe offer to get a new print from Millers (or wherever). The thing about drop shipping is if you didn't see the actual print that was sent.

I'd think about what's in your contract to cover this type situation so it's clear that if a client uses a printer they choose that isn't one that you use, it would be up to them to handle it if they aren't happy with the prints. After their experience maybe they'd want to pay for a nice quality print that you could provide.

Oh I'm happy to send the image over to them, although they have it already.  But they war trying to get a refund for me on the actual print.  A print they paid the print company directly.  I told them from the start they would be happier at one of those shops I was recommending, they decided to go with who they did. 

Not really your problem. They need to take it up with the printer. Maybe make an exception if you do a ton of work for them, but it doesn't sound like that's the case. They can't in any way hold you responsible for the print.

Andy Gladwell wrote: OK, this is officially the strangest call I've had in some time.  Long story short a client just called me about a print that they got from me (which was drop shipped) FROM a print shop they wanted to go with!  Well the print has warped a little and they are asking for a refund from me.  Which of course I can't help chuckle to myself. They wanted to go with this print shop because of the price point, they didn't want to go with mine because Millers and Canvas HQ was to expensive for them.  I told them, they need to contact the print company, that this is out of my hands.  
Seriously though, have you had any situations like this? 

If I didn't have sense enough to see (and approve) the print before the client paid for it, I would do the decent thing and give them the refund.

Razky wrote:

Andy Gladwell wrote: OK, this is officially the strangest call I've had in some time.  Long story short a client just called me about a print that they got from me (which was drop shipped) FROM a print shop they wanted to go with!  Well the print has warped a little and they are asking for a refund from me.  Which of course I can't help chuckle to myself. They wanted to go with this print shop because of the price point, they didn't want to go with mine because Millers and Canvas HQ was to expensive for them.  I told them, they need to contact the print company, that this is out of my hands.  
Seriously though, have you had any situations like this? 

If I didn't have sense enough to see (and approve) the print before the client paid for it, I would do the decent thing and give them the refund.

LOL Right

I would provide them with the image and have them to contact the print company seeing they selected them. 

I would have done exactly as you did. I'm assuming you have seen the warped print? Sounds like they are just trying to get money back from you when you are not to blame...

That's between them and their print service. They chose them, so you aren't responsible at all for the quality.

Charley

The nerve of some.  I would remind them, this is why you wanted to use your print company.  And as a good will gesture (and score points with them) you'll help them get their print done right this time.  

CharleyL wrote: That's between them and their print service. They chose them, so you aren't responsible at all for the quality.

Charley

  100% agree

They are out of their minds.  But I see your point about the response you gave.  Hopefully that will result in further business from them later down the line.