How can I charge additional shipping/framing costs to my customer?
Additional shipping charges
We understand that there may be occasions where customers reach out and request a more expensive or express shipping option, than the one offered in Artist’s shipping tables.
The customer has not yet placed an order:
You will need to update your shipping tables to reflect the higher cost of shipping. This can be done by going to your Seller Dashboard > Settings > Shipping prices - click Manage > Either edit an existing shipping profile or create a new one to reflect the higher price for the artwork.
The customer has placed an order:
When scenarios like these arise and the customer has placed an order and is happy to pay the additional fee for shipping, we will be able to send a Paypal invoice to them in order to recoup the extra costs.
Should you have such a request, kindly pop us an email to sellers@artfinder.com, and confirm with us the details of your additional shipping charge in the customer's currency. We will then contact the customer directly, and issue them with a Paypal invoice (Kindly note, the customer will not be required to create a PayPal account to pay this fee.)
Once this has been paid we will notify you that the transaction has been completed, and you will be able to proceed with shipping. The funds will then be added to the next relevant payment run, alongside the payment for the order.
If you undercharged your customer for shipping (so the shipping price you charged them at checkout, appears to be lower than what needs to be paid to the courier), please reach out to the customer prior to the dispatch to discuss whether they will be happy to pay extra with a Paypal invoice.
We also understand that there may be occasions where you have overcharged shipping to your customer. In cases such as these, you are able to refund overcharges directly from your Sellers Portal. For further information on how to do so, please see our Knowledge Base article here.
Additional framing charges
If a customer reaches out to you via the Artfinder messaging system advising that they are interested in having a piece framed, and you are able to fulfil this request we would recommend that you do the following.
The customer has not yet placed an order:
Update your shipping tables to reflect the additional cost of framing the artwork. This can be done by going to your Seller Dashboard > Settings > Shipping prices - click Manage > Either edit an existing shipping profile or create a new one.
The customer has already placed an order:
- Discuss the type of frame that the customer would like, and make recommendations where possible.
- Agree on a price for the additional framing charges.
- Send an email to sellers@artfinder.com, and confirm with us the details of the additional fee in the customer's currency.
- We will then contact the customer directly, and issue them with a Paypal invoice (Please note, the customer will not be required to create a PayPal account)
- Once this has been paid we will notify you that the transaction has been completed, and you will be able to proceed with shipping the framed piece. The funds will then be added to the next relevant payment run, alongside the payment for the order.