First post so I apologise in advance if I’m in the wrong section.
I need a bit of advice from more experienced sellers. A while ago I designed a business card for a client who was very happy with the result (even left me a tip). I got an email today from the same client telling me that some of the text is barely legible (apparently the font is too clear?) and that she is no longer satisfied with the finished product.
The font in question is white against a dark blue background and looks completely fine on the PDF, It’s legible, even when zoomed out at 40%. Now I understand that it isn’t the same as the actual finished product, but without a proof to check before going to print, there really isn’t a way to know for sure.
So here’s my dilemna: to refund or to not refund. On one hand, I do feel bad for the lady, and I want a happy client, but she tells me the printer has already agreed to redo the batch free of charge as soon as they receive an updated print file. Needless to say, I’ve also agreed to update the design and make the fonts in that area bolder at no extra cost.
On the other hand, I did the job and she signed it off. I’ve used this font on at least 4 occasions for similar jobs and never encountered this problem before, so where does my liability ends? I’m happy to do additional work to ensure that she ends up with a product that she can use but I feel a bit gutted that she would hint at a full refund. She gets her cards and her design for free and I get nothing.
Just wanted to know what you would do in a similar situation.
Thanks in advance for your advice!