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2nd time cancellation- need help

post #1 of 23
Thread Starter 

I have a situation that is upsetting. I have a cottage industry cake business that I do after my day job. One of the directors at my work has ordered 50 specialty cupcakes for a "wedding" reception for her son, 2 times and has cancelled at the last minute both times. I have already purchased the ingredients for the 35 red velvet and 25 Almond cupcakes- both with fillings and beautiful flowers and pearl dragee's. I also already have  the gumpaste flowers

I have on my order form that there is a 50% non refundable deposit on any special orders, but she insisted on paying in full for the order. Now it is 3 days before the event and she had her son call and cancel due to an aunt's death in Puerto Rico. They have decided not to have the wedding.

Should I keep 50% of her payment for cancelling? This could get touchy since she works where I do.

post #2 of 23
Three days?

I'd keep the whole amount.
post #3 of 23

I am usually a real stickler for things like this, and I would say a contract is a contract, hold her to it. But that's a tricky one, for any other client I wouldn't be refunding at all... but for a director in your workplace, it's probably better to refund and keep a good working relationship.

I also try to be really understanding if a customer has to cancel due to a death in the family, I've been through that a few times the past 3 years, and I have had people be so kind and understanding, it really means a lot when someone who doesn't owe you anything, goes the extra mile for you.

 

That said, I can pretty much always reuse ingredients, so the only real loss for me would be the time. Flowers can almost always be resold. If that isn't the case for you, I would keep whatever money you are out, and refund the rest, and just quietly let her know that.

post #4 of 23
Thread Starter 

Thank you all for your responses. I am a small business so I don't know when I can resell the flowers. I think I will just keep what my flowers cost and refund the rest. I had to buy the flowers because I have 2 other large  cakes due this weekend and was trying to be efficient with my time so I did not make them myself. Usually I do make my own, but thought this would be a time savings for me.

post #5 of 23

Seeing as it's someone you have to maintain a good relationship at work I would refund everything except the cost of the flowers and explain to her that you have already purchased all of the materials for her order and are absorbing the cost of the ingredients.I'd also give her the flowers to use as she wishes seeing as she is paying for them.

I'd  let her know that you normally wouldn't do this but you understand her situation.  Most people will understand once it's explained to them. 

post #6 of 23

I agree with the others.  Deaths are a little different story.  Keep the money for any costs you have incurred, and refund the rest with your condolences.
 

post #7 of 23
Quote:
Originally Posted by scrumdiddlycakes View Post

I am usually a real stickler for things like this, and I would say a contract is a contract, hold her to it. But that's a tricky one, for any other client I wouldn't be refunding at all... but for a director in your workplace, it's probably better to refund and keep a good working relationship.

I also try to be really understanding if a customer has to cancel due to a death in the family, I've been through that a few times the past 3 years, and I have had people be so kind and understanding, it really means a lot when someone who doesn't owe you anything, goes the extra mile for you.

 

That said, I can pretty much always reuse ingredients, so the only real loss for me would be the time. Flowers can almost always be resold. If that isn't the case for you, I would keep whatever money you are out, and refund the rest, and just quietly let her know that.

I think that this is the best way to handle this. And IMO, I don't take orders from co-workers just because of issues like this.

For we are God's MASTERPIECE! He has created us anew in Christ Jesus, so we can do the good things he planned for us long ago. Ephesians 2:10
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For we are God's MASTERPIECE! He has created us anew in Christ Jesus, so we can do the good things he planned for us long ago. Ephesians 2:10
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post #8 of 23
Thread Starter 

I agree, I will rethink taking orders from co-workers in the future......

post #9 of 23

I agree with the others posters about refunding the amount except for your cost of supplies.

post #10 of 23

I agree with the others that you should never do business with co workers!!! Especially a director who could actually make your life at work miserable if they so choose to!! I feel for you and I am hoping that this director will not have hard feelings. You never know how people will react!! Good luck and let us know how things go.

post #11 of 23
Thread Starter 

Thank you all for your support. I will be seeing her at the end of the day to give her the refund minus my supply costs. If she wants the flowers' they are hers and she can have them. I definitely learned my lesson:)

post #12 of 23
Thread Starter 

Thanks again for all the feedback. I talked to her after work and gave her a refund for all but my costs. She was grateful, but said that she wouldn't have been offended if I kept it all because "business is business"

Well, I'm off to do two cakes tonight, so on a positive note, her cancellation has given me more time to concentrate on my other 2  cakes:)

post #13 of 23

I am so glad that everything turned out okay!!!
 

post #14 of 23
Quote:
Originally Posted by Rosie93095 View Post

Thanks again for all the feedback. I talked to her after work and gave her a refund for all but my costs. She was grateful, but said that she wouldn't have been offended if I kept it all because "business is business"

Well, I'm off to do two cakes tonight, so on a positive note, her cancellation has given me more time to concentrate on my other 2  cakes:)

I'd be like "NOW YOU TELL ME!!!" And be thinking of the "free money" I could've had, and what I could've done with it :-)

Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
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Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
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post #15 of 23
I'm currently dealing with a co-worker and let me just say its been a nightmare, first it was a 1/2 sheet cake with cap and diploma on top.. Easy right? This past Monday she comes to me and wants the cap and diploma but she wants to bring in her sons hockey and lacrosse as well. Um I only have 3 days befor the cake is due. I bust butt to do fondant hockey items in the school colors, today (cake due tomorrow) she asks me to please put Warrior on the hockey stick. My reply? Sorry to late. I will never do another cake for a co worker. What a pia!
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