Creating a custom listing that is never purchased

[Former_Member]

I am curious to the Etsy shops who design custom orders for customers.
I have had a few customers where I talk back and forth to (Some won't let me go a half hour if I don't reply right back) and I ask permission to create a custom listing to every customer just to be absolutely sure that is what they want. Once I create the custom listing I usually let them know that it is ready if I didn't already message them, but a couple never come to purchase it.

Have anyone else ever had this problem before? And do you say anything or just don't say anything? I try to be polite as possible, but sometimes I am going back and forth with the same customer about a million specific things and it bums me out that I feel like I am wasting my time, especially when the holidays are coming!
Some custom orders are just unnecessary as the item itself is already in my shop and they just want a different message so I have to stop what I am doing to reply to them and create an entire custom listing.

Any advice on what I should to? Or what have you done before?
Thanks!

[Plektra]

I've only had that happening once. I exchanged a couple of emails with a potential customer who needed an item by certain date. But after I created the listing and emailed him, he didn't purchase. I don't know why. I just assumed he found something else maybe closer to his address. I didn't contact him or asked anything. I deactivated the listing and used it for another custom order. I asked Etsy if they would refund me and they advised me to do that.

I wouldn't worry too much about it as chances are customers are enquiring with other sellers as well. If they are not sure then there is nothing we can do. If they change their mind half way through, then it's awkward. I would do the best I can to help them and forget about it if they don't buy.

Just make sure you do not buy any materials unless you receive payment.

[Former_Member]

All of my items are made to order. I do send them a message about it, it is just sometimes when they ask a ton of questions and then just nothing, I feel weird just not saying anything but never want to be rude or pushy.

[Plektra]

I know it is frustrating, especially for someone in your line of work. Unfortunately, if customers cannot see the product in front of them, they will ask questions. I agree, though, they shouldn't ask you to create the listing as you will be charged, but it can happen.

I was under the impression that if you exchange convos with a customer about a custom order, you create the listing and the buyer doesn't go ahead, then Etsy would refund you. But they didn't refund me. I guess they stopped that.

Maybe you could create some ready to ship items and that would cut down so many convos back and forth??

[Former_Member]

I would, if I didn;t have SO many different things :) I do have some ready to ship items for my basic designs that are the top sellers. But sometimes they want something different. I do not charge for different personalization but they just want me to create an entire custom listing for them specifically for something or maybe it is something I don't have in the shop. But it is okay. i am just unsure of what to say at that point.
I try my best to give out ALL of the information I can but some of the questions could be answered in my policies or in the actual listings that no one read- which is my main problem :)
I create the custom listings directly in the conversation so Etsy doesn't charge me unless the customer purchases the item. My problem is I talk over and over with someone- stop what I am doing to make the custom order- then they do not want it any more or stop replying to my messages.

[maydaylabels]

We get a ton of convos each day, and I have taken to simplifying convo-answering as much as possible. Here are some things that might help:
1. I have an FAQ in the policies. Because the policies are a tab on every listing, I think some people do read them; if I'm in a hurry and a convo is asking things that are answered in the FAQ, I just say "you can find that info in the FAQ, here: [link to policies]" If they ask something that's answered in the listing, I say "you can find that info in the listing description, here: [link to listing]"

Do you use saved snippets at all? It might still be a prototype - if it is, join! If not, use them! Either way, they are a huge help.

Also, develop a process or even a listing that guides people through some of the common custom changes you make. I see that a lot of your shop (like ours) is already custom; I looked at a couple of your sold items that were created as custom orders and since I don't know your business I'm not sure how you can simplify it - if you want to convo me, I'll tell you how we do it and maybe you can analogize?

Maybe part of it is that we only answer convos once or twice a day - I could not, ever, answer a convo within half an hour (unless it is during the convo-answering window).

[Former_Member]

In the past, I've also had customers ask me to create something very specific and then not purchased it. It's extremely frustrating as it takes a lot of time and effort to design and create some of the requests.

However, it often gives me new ideas and I just add the new item to my shop.

I now ask customers to purchase something similar in my store and add their requests for alterations in the notes to seller at checkout. This way I'm guaranteed payment upfront. I've not had any problems with this method so far.

[TheFamilyJewelsWI]

Ashley this has happened to me a dozen times or more. I have started informing my customer that I pay a fee to custom list. I ask them to be a serious buyer and let them know it takes time to do a custom listing. Frustrating isn't it.

[Former_Member]

Thanks so much everyone!

Mathew and Sarah:
I actually used to have a whole FAQ but took it down because it was clearly never read. (This was also a couple years ago)
I have done my absolute best by leaving information EVERYWHERE possible. (in listings, policies, shop banner, shop announcement, on receipts both printed and emailed after purchase, in an automatic email send right after purchased, etc.)
I do my best to reply as quickly as possible or else I will get distracted with something else. My husband is deployed so I am alone with both our pets and both our boys so it gets CRAZY busy here!! I try to sit down at least a couple times a day to write to customers but even then sometimes we are going back and forth all day long- which really, i DON'T mind. I have some really awesome customers, some who have actually became my friends as we are sitting here bonding over jewelry and what it means as most are also military wives :)

As for the snippet, I LOVE that. It is on my "Sell on Etsy" app and I literally just finished one. I saw it a while ago and was unsure of what to put on there but hopefully that will help!


I love the idea of creating an actual listing for information on how to order! That is a great idea! I will message you about that if that's okay! :)
And Helen:
That is a great idea! I already ask customers if I could put their custom orders in my shop as well. It helps add the variety in my shop and even THOSE have become good sellers :)

And thanks Mary! I am glad to see I am not the only one here :) I even ask a couple times if they are SURE they want a custom listing. Most are fine it is just that couple that stop messaging me once I make it. it just breaks my heart a little, BUT I will still add a design similar to the shop so it will be a win-win :)

[Former_Member]

I know it's tough, but I make sure all information is in one email.

Then they purchase and it is over. . . no more back and forth.

It doesn't always work, but 90% of the time it does.

I also I have letters saved in Word that cover different scenarios and have different instructions that I just cut and paste.

Saves a ton of time!!!

[Former_Member]

This is why I never start any order until a listing has been purchased. Until that point, this is only an "inquiry" NOT an order.

This happens a lot and it's best to remember this lesson. Until they purchase, they are under no obligation to follow through if you already made the item.

When someone inquires about an order, I will go back and forth with them until I get a solid idea of what they are looking for, then I let them know gently that we can proceed at that point once a listing has been purchased.

This way, with an order actually placed, you are in a transaction with your buyer. Until then, I wouldn't make anything, especially if it's something that cannot be resold, like personalized items.

It's a tough lesson but next time you get an inquiry, try to steer the customer into purchasing a listing BEFORE any time is spent making the item or else you will just be wasting your time.