Q A Distributor Asks: I got a new customer, and she orders 30 zipper hoodies for her son’s bar mitzvah. There’s a DTF on the left chest and full back. I cut the price to do her a favor, as she was a referral from my designer. The order was printed six weeks before the party. She never opened the box until the party. Some of the shirts had the left chest printed upside down! It was a very weird combination of the initials, so I can see how it could happen. She tells me 12 are wrong, but seven of those 12 are with people who live out of state, so she doesn’t want them reprinted, she wants her money back – all of her money back. I explained to her that we do not refund money for orders that were, first, placed almost two months ago and, second, we offered to reprint all of the ones that were bad. Along with the reprint, we would offer her a credit of $105. She still wants her money back. Now, she’s taken to social media and thinks that she should get the money back for the whole order and a reprint of all the shirts. What a headache. You were fair. Re: your policy question, my terms and conditions state, “It is client’s responsibility to notify [Distributor Name] of any defects or discrepancies in writing within 72 business hours of order delivery.” Whether or not it’s read or happens may vary, of course, but at least it’s covered. On another note, I tend to shy away from social orders. Usually these types of issues are handled professionally and reasonably when it’s B2B. RYAN FEIGNENBLATT President The Boca Ratonian Boca Raton, Florida PPAI 586034, D1 I have a clear note on my invoices, and I remind my clients when I send them the tracking number to check to make sure their order is complete and damage-free. If she wants a full refund, tell her to send all of them back to you. Tell her she’ll get a refund for each one sent back to you within one week. KATHRYN MCDONALD CEO The Global Toy Box Cardiff By The Sea, California PPAI 637758, D1 Q A Distributor Asks: There seems to be a major disconnect with most graphic designers when it comes to apparel and branded merchandise. Some of our clients have rebranded recently, and now they’re having to come to terms with the fact that their new logo and style guide will not work for many of the branded products they’d like to purchase due to line size, number of colors in the logo, inability to get a good onecolor version, etc. I’m wondering how any of you are handling aspects of design like this. I know you larger firms out there are creative agencies as well. For those that aren’t, are there graphic design firms who specialize in branding from an apparel/product/engraving standpoint as well? Any respectable graphic designer – not necessarily with a degree – knows that any logo should look good in black and white or in any one color. Any company that doesn’t have their logo in several versions, including a one-color option, hired an amateur designer. MARIA RUDNEV President Pro-File Marketing Las Vegas, Nevada PPAI 439909, D1 If the new logo is created by a professional graphic artist, there would be a version of the logo to be used for branded products, uniforms and such. But so many times, people work with self-taught designers who might have a good sense of design but don’t know the fundamentals. So, if there isn’t a suitable logo version, you can offer to create it for them and charge, if appropriate. It’s what we did back in my distributor days and never had an issue. GLORIA LAFONT Owner Action Marketing Plantation, Florida PPAI 656637, D1 PPAI • OCTOBER 2023 • 29 Solutions | Voices
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