Photography Client Want A Refund?

Oh, I hope you never even need these emails. But in case you have a client that’s not satisfied with their session, we have an email you can give to them. I’ve had this happen a few times in the past for various reasons but regardless of the reason – it’s always super tough! We are pulling these emails from our 75 Hard To Write Emails For Photographers. Basically, we thought of all the super hard situations a photographer has to go through and went ahead and made up the emails to go with those circumstances. PRETTY NEAT.

I’m going to give you 2 different versions. One version is where you’re willing to give them a refund, the other version is where you’re NOT willing to give the refund the client is requesting for their photography session/event.

Photographer Willing To Give Refund Email:

In reply to a client wanting a refund: This email will be in reply to a client who is not happy with the photos at all and is asking for a refund. This would be an email to send back to the client if you are willing to give them a refund for their photography session. It is important to note the reasons behind the refund that the client requested within this email as well. This lets them know you are hearing their concerns and trying your best to make them right. Perhaps they didn’t even think a reshoot was a possibility. If you are willing to offer that as an alternative to the situation, offer up that choice within this email.

Subject: (insert session type) concerns:

Hi (insert client name)!

We are very sorry that you are not pleased with your photos. Our studio understands and is aware of (list reasons why the re-shoot is necessary) and we want to do our best to make everything right. We would be willing to offer a re-shoot at no additional cost or a refund in the amount of (insert refund amount) sent via (payment method) by (insert date payment would be sent).

If you have any more questions or concerns, please feel free to let me know.

Warm regards,

Signature

Photographer NOT WILLING To Give Refund Email:

This email will be in reply to a client who is not happy with the photos at all and is asking for a refund. It is important to note the reasons behind the refund that the client requested within this email as well.

An example of when you would use this email is if it’s your studio’s standard operating procedure to cancel during certain types of weather and you let the client know that the conditions were not ideal. If the client still wanted to proceed with the session even against your better judgment and the weather ended up not cooperating, you would use this email to let them know that a refund is not an option. Another example where you would use an email like this would be if the photos were up to your standards and the client was displeased with the photos due to their hair, makeup, or reasons beyond your control.

Please note it is your job as a business owner to ensure that the customer has a pleasant experience. However, that being said, there will always, always be that one client who you just can’t please. In that circumstance this is your go to email.

Subject: (insert session type) concerns:

Hi (insert client name)!

We are very sorry that you are not pleased with your photos. Our studio understands and is aware of (list reasons why the re-shoot was needed by the client) and we understand your concerns for the photos taken on (insert session date). It is our standard operating procedure due to (situations beyond our control, weather recommendations, etc.) to not offer a refund based on our policies and procedures listed within our contract at the time of booking.

(Copy/paste the section of your contract where it lists your policies and procedures for situations out of your control, weather recommendations etc.)

Per our contracted package, we have provided (insert contents of package), to our standards within our contracted timeframe. As of now, our contract has been fulfilled. All of the terms have been completed by both parties. I have attached a copy of the signed contract for your records.

If you have any more questions or concerns, please feel free to let me know.

Warm regards,

Signature

I know dealing with photography clients who aren’t happy with something is SO HARD. But you will get through it. We all go through something like this at some point in our career. So keep your head held high. I’ll make things easier on you – if you would like the entire set of 75 Hard To Write Emails, go ahead and use code 75HARD at checkout. This will get you 30% off!