đź“Ł Note
At this time, Gallery Store is in Beta and is being rolled out gradually to photographers with U.S.-based accounts. If you don’t see the Gallery Store option yet, sit tight as access continues to expand. At this time, use of the Gallery Store is subject to HoneyBook's Beta Terms of Service.
Even with most of the Gallery Store running automatically, your clients will sometimes come to you with questions about pricing, an order status, or something that didn't go as expected. This article covers who's actually responsible for what when an issue comes up, so you know what's yours to handle versus what's on HoneyBook or WHCC, plus the questions clients are most likely to ask and how to answer them with confidence.
Who's Responsible for What
When something goes wrong with a Store order, responsibility generally splits three ways:
Area | Who's responsible |
Store setup, pricing, checkout experience, payments | HoneyBook |
Print quality, production, shipping of physical products | WHCC (our lab partner) |
Price sheet configuration, markup, which products are offered | You (the photographer) |
Day-to-day client experience (communication, expectations, order status, general disputes) | You (the photographer) |
Passing on processing fees
If you turn on the Pass processing fees to client feature, the processing cost is added at checkout, but only for US clients paying by credit card. HoneyBook members are responsible for processing fees associated with all debit card purchases and purchases made by Canadian clients.
Why Orders May Cost More Than Expected
If a client is confused about their total at checkout, it’s helpful to know that the final price includes:
Your chosen markup
Processing fees (if you to pass that on rather than absorb it)
Shipping costs
Sales tax
Because each of these is configured differently per photographer and per order, the same product can show a different total from one gallery to the next.
Shipping and sales tax specifically vary by delivery location, so they won't be identical for every client even within the same gallery. If a client pushes back on a specific line item, it's worth checking your price sheet's markup and processing fee settings first.
Still have questions? Feel free to send us a message by selecting the Question Mark icon on any HoneyBook page. Our team is always happy to help!