Billable versus Non-Billable Edits
Greetings again everyone,
I have two topics I want to address this month. The second topic is in regard to what Qdigitizing considers a “billable” edit and what is not. There has been some confusion on this topic so I want to get out in front of this and state as clearly as possible what our policy is. I also invite you to send me your feedback publicly (by responding here) or privately by sending me a message to my personal email, steve.freeman@qdigitizing.com.
Most important to understand is we NEVER charge for quality edits and you are the judge of quality, not me. If you ever feel you have been billed for a quality edit I ask you to contact Customer Service M-F between 9am and 9pm eastern time and we will resolve the issue. You are also free to email us at service.qdigitizing.com.
It is also important to understand we get dozens of requests every day requesting we “change” a design and those changes have nothing to do with the quality of the design. You (or your customer) may simply want to see a different version of the design or there have been changes to the original request. These requests “may” be subject to billing and are reviewed on a case by case basis. I could suggest all such requests are subject to billing but sometimes there are issues where we did not interpret the original instructions correctly and while maybe it is not strictly a “quality” issue I feel it is not fair for us to charge for editing. This is most often the case with sizing issues. Most of the time we do not charge for the first size change request when the original size was specified as a location (like left chest) versus an actual measurement. However, if a customer clearly requests a design at a specific size and then asks us to resize the design to something else (unless it is because of a quality issue) this would be a billable request. Please understand, there is a great deal of time and work that goes in to what might seem like the most simple request.
With that said, there are many cases where you should expect to receive an edit charge. The five samples shown below are presented as we delivered the design to our customer. The edit request examples are made up – they are meant to be illustrative only. It is my hope these examples will help to provide some clarity to what can be a confusing topic. If you ever need to know for sure if an edit will be billable or not you should call Customer Service prior to placing your edit request. We will be able to tell you if we consider an edit billable or not. However, these edits and others like them should be considered billable events.
Finally, I have been doing this a long time and I understand there are times where you are being pressured and might need some relief on what seems a very simple request. IF that is the case please do not hesitate to call me and ask I am very reasonable!
I hope to hear from you all soon. I am always open to topics for discussion.
Steve Freeman
Managing Partner
Qdigitizing.com
Example of a billable edit request – Please change the Golf Club to a Hockey Stick.
Example of a billable edit request – Please add the lettering “My Favorite Bike” arched over the design.
Example of a billable edit request – Please delete all lettering in design including text in lower and upper part of gear.
Example of a billable edit request – Please change LOUISIANA to ARKANSAS
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Example of a billable edit request – Please delete hat – must see a new sew out. (HINT – if you make this request and say sewout not necessary we would not bill for an edit like this accept by accident. So if you get billed for an edit like this, and you requested “no sew out” let us know and we will remove the charges.)
