Hey fellow sellers! Seeking a bit of advice–
A buyer (We’ll call them “Bob”) purchased a testimonial video gig from me a couple months back and enjoyed the work. Bob messaged me last week asking for a custom offer for my Voiceover gig, and I responded with a quote based on his script/word count. (My testimonial gig is currently paused and not being offered.) I completed the work (semi-lengthy) and delivered the audio file yesterday. Bob responded that he only wanted a video testimonial, and when I explained that I no longer offer that and gently reminded him that he specifically requested a quote for my “voiceover” gig and that’s what I offered him, he asked for a refund.
I totally understand his confusion, but I also completed a project and at no point did he specifically request a video. I’m leaning towards granting him a refund (he was confused; I don’t want my review score damaged), but am frustrated by the situation. In the future should this happen, I’ll obviously specify what the return buyer is looking for, but…it’s a bummer all around.
What would you do?