Professional Photographers of America has published a recent article on establishing an order change policy – before you run into the situation of a client wanting to change an order after it has been placed. I certainly recommend giving it a read, and more importantly, thinking through and putting in writing, your own studio’s policies. It’s so much easier to do this before a problem arises, and you can refer to your clearly agreed upon policies with a client.
Do you offer an unconditional money-back satisfaction guarantee? Do you allow changes if you sell photography online or only for in-person orders? Are refunds cash or a credit for future purchases? There are many decisions to think through here, affecting both your customer service and your bottom line. Make sure you go for a good balance of the two – personally, great service seems to pay off in the long run, though you may have to eat the cost of a few orders to provide it.
This is a PPA members-only article, but if you didn’t know, they have a free basic membership that gives you limited access to some of their content – certainly a great resource for photographers: http://www.ppa.com/articles/407/Vital-Signs-Establishing-an-Order-Change-Policy.php