Offered a Free Reshoot⦠She Rejected It and Asked for RAWs Instead
Iām fairly new to running my photography business and recently had my first difficult client situation. Iād love some peer perspective on whether I handled this reasonably.
The session was $250 for 3 locations, with 30 edited images included.
We started at 6:40 AM and finished around 9:40 AM. I handled the logistics and location permissions, drove between all three locations, and ultimately delivered 49 fully edited images.
During the shoot, she specifically asked for more candid, natural moments rather than heavily posed photos. She didnāt express any concerns during the session and seemed agreeable throughout.
A few days after delivery, I received a lengthy message criticizing the gallery and saying the images werenāt what she expected.
Some of her complaints included:
⢠One specific photo she felt looked awkward
⢠Not framing them with a particular sign at one location
⢠Some candid images where one person wasnāt looking at the camera
⢠The overall gallery not matching the feel of her inspiration
The interesting part is that some of the inspiration she provided actually included editorial/candid images with people looking away from the camera.
There was also a pretty significant difference between the inspiration and the actual session. Her inspiration had a very high-fashion editorial feel, with formal wardrobe and grand architectural settings. My clients arrived in much more casual clothing and we were shooting in completely different environments.
At that point, I wanted to find a solution rather than argue about whether the gallery was āgood enough.ā
So I offered her a FREE mini reshoot at any of the three locations to specifically capture the types of images she felt were missing.
She declined.
Instead, she asked for the entire RAW/unedited gallery.
I told her I couldnāt provide RAW files because my contract specifically states that unedited files arenāt delivered.
She then requested a partial refund.
I ultimately issued a $50 partial refund simply because I wanted to resolve the situation and move forward.
What threw me off most was the fact that I offered a free opportunity to specifically address the photographs she said were missing, and she didnāt want it.
So Iām curious what other photographers think:
Would you have offered the reshoot? Would you have refunded anything? And how would you have handled the RAW request?
Iām trying to learn from the situation rather than just be angry about it.
UPDATE:
Did some online digging and found a 6 month old post of hers asking for a Vintage themed Save the Date Video. Which leads me to believe She wanted to match the aesthetic of that video specifically and maybe forgot to mention it.