Customer Deposit

[RozR]

Okay, this refers back to a customer "problem", oh, I mean, Challenge! from a couple of months ago.

Customer had put deposit on 2 pieces; picked up one, tried to cancel the other (which I was holding til she brought artwork back for the design) - but I declined as I had already ordered in the frame and materials - and this was nearly 2 months after the original order.

She has returned - to redesign the original design - but I was not here and she WILL return when I am here.

My question: How should I handle the deposited amount that I have held since April. The retail cost of the frame alone is about 2/3 of the deposited amount.

I will be okay with a new choice of mats but only if it stays in the same frame SIZE.

I am also concerned that this particular customer may try to "scam" me on this again... :mad: and if I complete the project - I question if she will pay up! Should I require full payment for the final design before I complete? :confused:

[Curly Grumble]

I would.

[Bob_P]

One (if not THE) of the hardest parts of being in business for yourself is having to deal with the public. I have always tried to be fair with my customers. And unfortunately we have to learn as we go. Over the years of learning by the "seat of my pants", I've had to come to grips with the fact that there are those customers who don't play fair and don't believe that rules apply to them. I once believed that ALL customers would hurry in to pickup and pay for their framing when called. And I, too, was hit once (once is all it takes to reform your rules) with a customer who decided to cancel her order a week after she placed it. This caught me off guard. Her materials were now in-house. Not really knowing what to do on the spur of the moment, I refunded her money (deposit).......I tried to smile as I said "yah come back now, yah hear". I now have small signs posted at my customer framing tables and at the register and on my order form: "NO cancellations on custom framing orders after 3 days" and one that states "NO cash refunds on any item over $20 --- Credit only".

In your situation, I would lead her toward the cash register and politely ask "cash, check or credit card?" as I proceded to ring it up. If she had a balance due her, I would give her a gift certificate or some sort of receipt showing her credit that can be applied to her next order.
While we all need the cash flow and the customers to keep us going, none of us need the aggravation of inconsiderate customers. Which reminds me: I need to go back Wal-Mart and apologize to the cashier for my attitude toward her as she slammed the register shut before giving me my change. It only takes an act of Congress to get it re-opened.

[Ron Eggers]

Roz, my written policy (okay, I'm pretty sure it's written SOMEWHERE) states, "The customer is responsible for payment of any work completed or materials ordered."

Sometimes I'll get ambitious and cut a mat while they're still getting in the car to drive away. Or I'll order the chop the same morning 'cause that's how it happened to work out.

No "cooling off" period is stated or implied.

[FrameMakers]

Our policy is "Due to the nature of custom framing, orders may not be cancelled of returned. Deposits are non-refundable. Orders not picked up within 60 days of completion will be sold or disposed of at our discretion."

This is printed on the invoice and the client must sign our copy.

Now if a client calls back the same day and if no materials have been cut or ordered we will let them redesign.

[RozR]

Diver Dave - Thanks - I like the wording and will probably steal it immediately for a sign over the design area and to put on the receipt!!!

Is there any legal issues concerning deposits!?!