For those of you that do custom work

[TheGivingTree]

How long do you spend trying to find the right colors / components for a customer ? Do you ask for $'s up front before the whole search process takes place ? If you read down the list of posts you'll see one there from me "WWYD" about an awful time I had doing a custom order for someone, now I'm getting a bad feeling about another and am not sure where to start drawing the line or what to do differently. This one started w/ a lady requesting an oven mitt set made from red and white ticking, I spent several hours trying to find what she wanted at the right price, thought I'd found it but asn't sure and so contacted the Co for a swatch, while I'm waiting for that to arrive I got a convo yesterday from the customer saying she's changed her mind she wants solid aqua. That's so incredibly different than what she originally asked for that I sent a convo thinking that maybe she'd meant to convo someone about another custom. She assured me she wants solid aqua. This sounds so much like how things started w/ the ast woman that I even went through their profiles and favorites wondering if this was the same person under a different name.
So what limits do you have set in place, I can't believe I'm having back to back issues like this after 3 years of nothing but pretty much plain sailing

[miascloset]

I usually have the customer send me a photo of the color they want and look for a match.
If I can find one, great. I let the customer know and tell them I will set up a listing.
If I can come close, I then let the customer decide if they want to proceed.
If I can't find a color match, I tell them it's a no go.
I never purchase anything until the customer pays in full.
I think when there has been no money exchanged, you open yourself up for more problems.
If my gut is telling me that this is going to be a problem, I decline the custom.

[miascloset]

I just re-read your other post and can't believe this is happening to you again!
I would send a message that you will list the custom item and make the mitt in aqua after the listing is purchased.

I would suggest that you put your custom policy in the listing and in the message so there is no doubt.

[GoTo]

All right, I'm starting to wonder about your shop name now.... don't give until it hurts. :)


I generally only offer what I know I can easily get.

What I have on hand (and that's a lot), there's no upcharge for, but if I have to purchase special supplies I either have to charge more for glass purchased at the retail level (unless I'm about to make a trip for a wholesale purchase anyway) or factor in a trip to the wholesaler which is more than a half hour away (but is sometimes the only place to get just the right glass--like matching for repairs of vintage items or special colors/patterns).

I'd let her know that aqua is fine, put up a listing that states it is a custom order and non-refundable and let her purchase it. If you need to shop around to find the fabric, let her know before you create the listing that the customer order will be $XX and include in the price money to cover the time you use to find the right fabric for her and that you just want to confirm these details before creating the listing.

and mia is right--be sure to mention the policies right in the body of the listing so there's no question when all is said and done.

[GoTo]

(and of course waiting until she pays before buying supplies/beginning work...)

[Former_Member]

I'll usually get a feel from the customer what type of price range they are looking to spend and then I'll suggest some yarns that will work within that range. If they have a cashmere taste but an acrylic budget then I'll try to work around that as well.

Even though I have a huge supply of yarns on hand, on many of the yarns I use I would need probably need to special order for a specific colour. So before I do any ordering at all, I'll send photos of the yarn colours so they can get some sort of idea.

In some cases I'll send actual snail mail samples of yarns out to a customer so that they can feel the textures as well.

Before I do any ordering I always insist on at least 50% of the purchase price in advance. If I've got a 'feeling' about the order, I'll ask for 100%.

I do have a fairly extensive stash

[stitchuation]

I have turned away several custom order requests, but every now and then accept one when it feels right.
I have yet to ask for money upfront because I figure if the person doesn't want the item I can just list it. i should probably stop doing that though, 'cause I have worried a bit each time, but all worked out well in the end.

[SmilingBlueDog]

The sellers above me have great suggestions. I just had a peek at your site, it's wonderful. I noticed, that in your Introduction, you say "Custom orders are always accepted"... perhaps the "always" is attracting the wrong type of buyer?
Maybe try "always welcome" instead of "always accepted"? It gives you a bit of leeway. I have been fortunate with custom orders and my delighted shoppers. But there was ONE, many years ago that I'll never forget, and it taught me a lot...

[TheGivingTree]

Thanks everyone for the input. I thought this order was finally going to go as planned, she did change her mind on fabrics but then found the one she wanted herself and asked me to order it, telling me she was fine w/ the slight price increase, etc, etc, I listed it for her and now I sit and wait patiently for her to purchase it.
Stitchuation.... normally I wouldn't mind doing that if it were either a fabric I use a lot of or if it weren't going to be a lot more expensive than what I'd normally purchase, this particular one w/ the shipping in included is about 2X the amount, I don't feel like I can list all my sets for one price but then this one which to the consumer online looks no different is more expensive, kwim ?

Smilingbluedog... that's a great idea, I think I'll go change that.

The last few transactions over here have been a royal p.i.t.b, no clue why. Had a 'sale' yesterday customer hit other rather than PP, asked me to send her an invoice, contacted her for her PP info, haven't heard a word.... UGH !!

[GoTo]

Sorry to hear it has been so rough going TheGivingTree.

When the buyer checked out, you got their email address. Just send them an invoice directly from Paypal with the transaction number and/or details in it:

Sending a Paypal Invoice
http://www.gotogreatpanes.com/blog/2008/09/09/sending-a-paypal-invoice

[TheGivingTree]

Normally I would send an invoice immediately but she has what looks to be her work email in her Etsy profile and then emailed me from a personal email, I contatced her once via convo here and once in reply to the email she sent me asking what email address to use for the PP invoice and I haven't heard anything back.
If I don't hear from either of them tomorrow I'm going to email and convo them both giving them until Wednesday to pay, if I don't hear anything I'll report them for non payment, I'm getting sick of this, being the good guy is exhausting at times, LOL.

[GoTo]

That's too much work. I'd just use the email she gave on Etsy, send the invoice with the Wednesday deadline stating that you hadn't heard back from her about which email to use and move on--she can still pay the invoice with her Paypal account no matter which address you send it to. She either pays or not, you've already tried the extra effort route. :)

[miascloset]

I don't think you can report them for nonpayment.
If the sale doesn't happen just let it go.

[TheGivingTree]

I think the one where the order went through and she marked pay other could be construed as non payment afterall she checked out.
Regardless I messaged them both, got payments and their orders will go out tomorrow :)

[GoTo]

Glad to hear that's resolved. :)

[SewUpscale]

I do many custom orders so was interested in reading these suggestions and comments. Most of my custom orders have been very easy. Had a customer recently who is very specific about an exact color of fabric for specific part of a project. I finally got it right but it took so much time, I didn't really make any money. I guess you have to look at it that most go well but every once in a while you have one that is difficult. All the good ones make up for the bad one. Sorry you had two in a row!