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No Edits/No refunds

Hello-hello! Long time lurker, first time joining/posting!
I recently commissioned an artist for an icon that is a super cute 'chibi' style and after a brief delay where they very maturely kept everyone updated I finally received it to find that it was off a bit color wise.
The artist themselves works in a fairly pastel style so I expected some muting but not to the severity I got.
They explained they had a new computer that wouldn't color pick(?) and had to eyeball the colors.
The icon aside from the coloring is fine, very cute.
However they asked what I thought or if I was happy with it and despite them having a no refund/edit clause I tossed them a message regarding the color issue.
I saw the no refund/no edits before I commissioned but the icons we're simple enough and cheap enough I felt it worth the risk.
The artist responded to my first message reaffirming the no edits, brought up their old ToS that use to say the colors would vary and that was that.
(I also asked about a smaller detail on the character but I do agree with them it was too small to get across on such a small icon)
I messaged again expressing confusion on why they asked my opinion anyways as well as pointing out their old ToS has nothing to do with this as it wasn't the ToS I agreed to. At this point I was fine with it tbh, cut my losses and go.

Then next reply they insulted me. Got very aggressive and rude out of nowhere. So I told them the conversation was over, I did not tolerate rudeness and we could continue the discussion in PayPal's dispute window.

Their last reply was to tell me they would take this issue publically.
I received a refund shortly after.

I'm wondering what to do now, they have a big following and while I do not regret putting a foot down I do not want to to deal with the backlash of whiteknights pouring down on me over what I assume will be a nasty and rude call-out post. Should I wait to see if this is just a thinly veiled threat? Inform then I will make a beware if they go through with their call-out post? Ignore it for now???
Their ToS is actually ridiculous and their stances on character sales and adopts are very...shaddy too?
I admit this is on me for taking the risk and not researching them further but the fact they got so hostile out of nowhere is my issue now.

(Forgive any errors, I'm on mobile!)

Edit: given they made a rude beware of their own to share our private conversations I will be taking the advice to post my own beware here. Thank you all for the advice!

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Comments

tythius
Nov. 1st, 2018 01:12 am (UTC)
I have to agree here. I read the artist's side before this advice post and while I don't advocate demanding a refund after the product is delivered unless it's unreasonably bad, the point is that the client did find these differences in color troublesome enough to make a point about it, and there was no clause in the TOS the customer received at the time of purchase about color variances.

Sure, they agreed to "no refund" (arguably) and "no edits" but they certainly didn't agree to "eyeball the color" levels of variances, which then becomes a problem. So what's to be done in a scenario like this?

I see three general veins of solutions, one of which the artist already followed:

1. Refund the product. (The artist's side mentions the client has already been refunded.) And never work with this client again. Public or personal blacklist, whatever.
2. Edit the product (and maybe charge a bit extra for editing, depending on how that agreement might have worked out). And never work with this client again. Public or personal blacklist, whatever.
3. Refuse both refund and edits and deal with a potential chargeback or a poor review. And never work with this client again. Public or personal blacklist, whatever.

The artist's call out does admit they eyeballed the colors, too, so the problem is really that the artist doesn't think the differences are a big deal, but the client does and when it comes to the color scheme of your personal OC, I think there's some justification in being upset that the artist finished the piece based off "eyeball" colors (without mentioning it in the TOS or through communications until they delivered the final product) rather than the direct colors on the reference.

In the bigger picture, it's a tiny icon, sure, but different people have varying degrees of tolerances for these sorts of details.

That's not an excuse for the commissioner being rude and escalating the issue to a PayPal chargeback threat, of course, which is excessive in context, but if you pare away the emotional back-and-forth, it's technically a case of an incorrect product being delivered, akin to ordering a beige sweater and getting a sand-colored one instead. Maybe that's minor, maybe it's not, but who gets to decide if that difference is a problem?

Personally, I'd say it's the person paying for the product.

Edited at 2018-11-01 01:32 am (UTC)
ravensmoon666
Nov. 1st, 2018 01:33 pm (UTC)
Yeah, you're right. Looking back I have had people make my characters a different colour before (like the purple on the girl in my icon being pink) and it upset me so I should have put myself in their shoes.

I do wonder how the artist couldn't colour drop on their new computer though? I've never known an art program to not have colour dropping capabilities and as a "small" artist myself if I had to I would use a different program or even a website to drop the colours. That does seem odd to me.
tythius
Nov. 1st, 2018 06:23 pm (UTC)
Before I found this advice post, I had actually discussed it with the artist on the call-out post's comment section, trying to point out that despite everything else, the problem was still purely incorrect colors and that the customer being rude or jumping the gun on threatening a PayPal chargeback doesn't invalidate the original issue they had, which was that the colors were incorrect, even if the artist and their following insisted that it was fine.

It's not anyone else's place to tell a customer how to feel about the colors on their own character if the artist didn't color pick them directly and didn't approximate well, in my opinion.

They assured me that even if they had been using their old program and computer, the colors would be the same...so that's to say, they would still have eyeballed the colors and pulled the pastels from the approximations instead of color picking.

I have no idea what to make of this, to be honest, that sort of insistence that nothing would have changed with a color picker, but the swatches you took are clearly different colors, pastel or not.

Regardless, I'm of the opinion that is somewhat beware worthy. I certainly wouldn't comm an artist who was perfectly fine with only approximating the colors on my character rather than doing it exactly and never informed me of this on purchase. And then to finalize the product and apply the "no edit" clause even when the customer sees errors (that were not due to the customer's lack of reference or vagueness) in the final product is an interesting choice.

I believe you've seen the original call out, and my handle is the same there as it is here, so feel free to scroll down and judge the artist's justification for yourself. I sort of gave up after the second response.

Edited at 2018-11-01 06:23 pm (UTC)
ravensmoon666
Nov. 1st, 2018 10:40 pm (UTC)
I said I agreed with you after you replied to me? I was just rambling about an art program not having a colour dropper so it made me think she had been lying and just wanted to do the colours she wants.
tythius
Nov. 1st, 2018 10:52 pm (UTC)
Oh, no, sorry to be unclear, I wasn’t arguing with you I was just presenting what the artist claimed regarding the color variances but I didn’t want to be vague about how I got that information or what I could read into it.

Edited at 2018-11-01 10:55 pm (UTC)

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