Not sure how I feel about Resellers asking me to custom tweak for free

[CreativeLeahG]

I'm not sure how I feel about this

I was contacted by a 'reseller' letting me know 'HER' client wanted some tweaks to an invitation being ordered through this 'reseller' who I assume is making money doing something I'd do for free. 

I absolutely do not want to be doing 'free' custom work for a reseller who is likely charging her customer for MY custom work. 

I am not sure how I feel about resellers at all. 

I let them know I'd rather deal with the customer direct. I'm not engaging further.

Am I being unreasonable? It took me by surprise.

Do these resellers take credit for our designs?

Does anyone have any experience of resellers?

[Cat]

Wow! I've never even heard of people being Zazzle "resellers." I wonder if these people are charging a markup to their clients or simply making money from affiliate referrals. Either way, I think I would approach it with caution. I wouldn't be willing to make custom changes just for them, as it sounds like a bit of a sticky wicket - especially since if it is a legitimate re-seller, you don't want to train them to expect that they can get free custom work whenever they want it. However, I'd be happy to create a new template and put it in the marketplace, and/or refer them to Zazzle LIVE.

[CreativeLeahG]

They are resellers Cat hence asking me to do tweaks for 'HER' customer. 

I definitely won't be doing tweaks and I have put this notice on my profile:

"⚠️ NOTE: I do not encourage resellers of my invitations/weddingstationery (affiliates are welcome), as it is critical that I engage directly with consumers regarding design issues, rather than through a third party who may not convey the customer's needs well. Resellers making fraudulent claims about the ownership of my designs is completely illegal and a violation of copyright laws. Violations shall be prosecuted to the fullest extent permitted by law."

And she mentioned something about having to order 25 rather than 1 ... 1 flyer? To reprint herself too?

I'm not a happy bunny.

[CreativeLeahG]

note, I removed this warning, it was a knee jerk to all the scam/theft of our work issues we've had of late. 

I am not anti resellers just tired and overworked and in need of sleep. I'm happy to work with them, ideally with greater communication to remove any misunderstandings before they arise.

[KeegansCreation]

You are being very reasonable. If you do this once, she will expect it again and again since you have "an understanding". She is almost certainly making more than you and is almost certainly charging the customer extra that you won't get if indeed you do this.

Since I make few invitations, my one experience with a re-seller is benign. Somebody with an address in the seaside town where I vacation (and take coastal scenic photos) bought a large number of postcards I made here of the coastal scenes. Given their address and quantity, I figured they were one of the bajillion souvenir shops that dot the beach and town. Nothing like what you have here but still technically a reseller.

[CreativeLeahG]

Yes, I think your 'reseller is the welcome variety as they buy in bulk what usually sell as singles.

Myperson wants to buy a single of what usually sells in bulk. I assume ensuring all cost cutting covered by self-printing my design. I can't believe the nerve.

[Cat]

Wait... she only wanted to buy one!?! I'd certainly let her know that printing them herself is illegal - just something like, "BTW, the license on my invitations prohibits re-printing or distributing them in any way. Attempting to do so is a violation of the law." And I might even get a bit snarky and say something like, "So, let me get this straight. You're asking me to do xyz hours of free design work, so that you can purchase one copy of my invitation, for which I will make approximately 5 cents, and then you intend to print it yourself and pocket the proceeds? That's what's known as copyright infringement and fraud, so thanks, but no thanks! I've reported you to Zazzle's fraud department, BTW, so you can expect a full investigation of your account." Sheesh!

[CreativeLeahG]

yep, amazing what I am expected to do for 5 cents or rather 2!

[CrazyMermaid]

 I deal with a lot of wedding planners. They often are the intermediary for the wedding couple. I have no trouble at all doing a new version and providing a link. Usually the wedding couple then buys the stuff. I don't see the problem. Sometimes the wedding planner buys the stuff. As a rule I just tweak existing designs. I usually don't do totally new designs for people because I find that too stressful. I guess if the planner buys the physical copies, they can take credit for my stuff. A sale is a sale though and I just go with the flow. 

Without the digital files they will be hard pressed to make changes or add things on. This is one of the reasons I never want to sell digital products. You don't know who you are selling it to and what biz they are running. 

[Cat]

Well, that sounds like a legitimate use... not what Leah was imagining. Very interesting. I guess my willingness to tweak might depend on what they were asking for and whether I could do it as a template or not.

[CreativeLeahG]

Edit: If a wedding planner approaches me directly to discuss how they want to use my products we can discuss how it will work. I won't be doing any custom design work for them that their customer believes they are doing themselves. I think referring to Zazzle's free designer is the perfect solution.

[CreativeLeahG]

EDit: The problem is I am 'not working' with these wedding planners. I don't know what type of operation they're running or what claims they're making about whose designs these are etc. Self printing etc.

[Connie]

I've only gotten one request from a wedding planner. She had already gotten the order for her client, but the client didn't like the text color, so then she messaged me to get a different color. She did order the new one, and then cancelled the old order. I was just delighted that at least one wedding planner actually found my stuff! They have much better marketing reach than I do, so the potential is there for a lot more sales!

[CreativeLeahG]

 I just had someone ask if they could download my design and get printed elsewhere. That would be a no as this is how we pay our bills.

We need a download option but for a price, designer sets the price and the royalty. Same process as for etsy.

[JB]

I dont really want that option here. This is POD site. Switching to digital downloads would mean we deserve almost 100% of that sale because there would be no physical product that Z is providing to the customer. They are only the well-marketed marketplace, but they shouldn't be getting any cut of the product sale at that point. Etsy only gets a listing fee and then the checkout percentage of the sale. The way royalties are here, I would not be comfortable selling digital options of my work for only 5-20% of the profit that someone could then fraudulently list somewhere else and make hundreds. its bad enough they take low/med res screenshots and do it or are able to buy 1 invitation and then make copies. I really don't want this business model to be a thing. Etsy digital downloads are a choice, but the seller is getting about 95% of their profit from those sales.

[CrazyMermaid]

I really don't see the problem. Perhaps I am being naive. If they personalize a template and purchase it like anyone else. Then sell the physical copy to someone. So? Their customer won't purchase unless they like it, so how would it reflect badly on you?

[Cat]

I agree - if she's a wedding planner and she's buying samples for her client, then it's completely legit. And if she puts a markup on the price to cover her time in curating the chosen designs, I wouldn't have a problem with that either. If she intends to use it to scan for printing locally or selling to her client as a digital copy, then that's not OK, but I honestly don't know how you'd ever figure that out.

[CreativeLeahG]

@CrazyMermaid 
She isn't spending the time, I am, she was asking me to do the work. Also 25 flyer (she can't order 1 as she mentioned) is $0.50 for me? How I am supposed to be delighted about spending time for that 'sale' that she claims is her design and self prints? I don't understand why this needs reiterating. I tweak designs for customers every single day, freely and often without thanks or a sale. I am not however about to be taken advantage of and have the credit for my efforts be realized elsewhere.

[Phrosne_Ras_Des]

Hi everyone. I feel if someone can't customise the design or the customer feels the process is too hectic for them and you have to make "tweaks" or change the original / customise the design I can charge them. Because in the past I have made made "tweaks" which are now new designs for customers and then they don't purchase them. So the amount they pay is like a "deposit" to make sure they buy the design more than anything else. Besides if you have spent time (which equals money) on producing "tweaks" / new designs and also corresponding with the customer (more time). Therefore I feel if you don't set a standard fee we as designers are selling ourselves short. And then you will also know who if your customer is legit or just wasting your time. I also have sent customers to Zazzle Designer Helper (I am not sure if it is free - I think they charge a set fee). And regarding buying on behalf of someone else long (reseller) - as the who ever (i.e. wedding planner) gives Zazzle and myself the accolades for the designs and products I have no issues, as this is standard practise in the industry. P.S. (This is how I feel about the topic and everyone can make there own choices of how they want to handle the same issue - but hope I shed some light)

[Cat]

@Phrosne_Ras_Des Just out of curiosity, what's your process for charging people a "deposit?" Do you use PayPal or something like that? And do you have some sort of a contract for them to sign or is it just a "handshake" agreement? I have shied away from that sort of thing because direct financial transactions with customers (even if it's through PayPal or something) make me SUPER nervous. I'm sure 99.9% of the time there's no issue, but it's such an open door for scammers that it sorta freaks me out! Just curious how you handle it.

[CreativeLeahG · Accepted solution]

Update, look like this reseller is legit so fingers crossed all will be well moving forward. 

I think I am just hyper viigilant at the moment what with the tracking scam, the recently reported facebook scam and people generally wanting to selfprint etc. I'm gonna chill, thank you all for your input.

[chefcateringbiz]

I wouldn't even talk about doing customization without also talking about charging them money for it. They're definitely making money off the deal. So should you. Even if they do the dirty and end up making copies, you're still gonna get paid if you charge enough for customization.

[kashmier]

I am not sure I am understanding all the comments. It does beg a question that I should have thought of in the past. If someone wants extra custom work done is it normal to ask them for a payment separate from the cost? I was wondering if it would be proper to ask for a fee sent directly to Paypal? If so, do you request this 'deposit' prior to doing the work? It seems like if you do the work and they get to ok it they also get to just purchase it without the need to make extra investment. I have done extra work to items on request from the message thing here on Z. Since you don't get the referral fee in that situation I increased the price of the product. I feel guilty for doing this and only add a small increase, under 5%. Would adding 15% be too much? Should I be adding anything at all? I don't do enough work with invitations to have come across this enough but it would be good to know what to do. 

--- Visit Leatherwood Design  ---

[CatsEyeViewGift]

Isn't a sale a sale?  I wouldn't mind doing a little extra work to make a sale.  Especially if it's a reseller, like for a party / wedding, wouldn't there be a nice high quantity ordered?  Am I missing something here?