Custom Order Policies

[Former_Member]

Hey,

I'd love to hear if you have any custom order policies. I don't have any because I never had any problems. But lately I've had a few custom order requests, that I've clearly repeated back to the customer what they wanted with total pricing and had them confirm everything, who didn't follow through with actually buying the product. It isn't a huge deal because I've been able to just make them for sell to the general public. However, it's definitely a downer when you get hyped up about a sell you think is going to happen. Do you have any policies, like a down payment before you start working on your custom orders?

[LoveJewelryByJ]

I always make them pay upfront for their custom order and state in my policy that custom orders are final sales. I definitely do not start making anything until it is purchased - too risky and people change their mind all the time =)

[Former_Member]

My custom orders in all shops are final sales. My policies say this and I will not make the item until it has been paid for. :)

I had a woman back out because she told me what she wanted but didnt like my pricing. It was in my other shop but it was not priced high for a pair of what she wanted. She kept wanting to go lower so she backed out. If I would have made them, I would have been stuck for who knows how long with them. I wouldnt mind listing them in the regular listings but they were not something I actually WANT listed (if that makes any sense).


Just be specific and state due to the personal details put into custom orders, all custom orders are final sales. Or something, or no explanation, just that they are final. Mine are short and simple. Its final. I dont think many people read my policies anyway, so I state that in the message while we are going over the item design.

:) :)

[Former_Member]

So do you just convo pictures when the product is finished to see if they what anything changed before you send it?

[Former_Member]

Haha, Ma Cherie, we were definitely thinking along the same lines in our shop titles :)

[Former_Member]

I didnt even notice that!!! My email is spelled the way you have yours. Moncheri. My middle name is Charie (sh-uh-ree) so I thought it would be cute to go the French route, haha!

I send them photos. I do what they say, but before I make it permanent, I send a photo. If anything needs to be moved or changed, we can do that. They are usually totally cool with it. Ive never had an issue with a custom order or anyone who didnt like the final product. The only one that never worked out was the one I mentioned before but I never started hers.

Clients are usually very understanding about the custom policies because it is one of a kind.

[Former_Member]

Youre the reason I had to change it to "Ma Cherie" LOL. No hard feelings ;)

[Former_Member]

I give them the option of either paying it in full before I start working on it, or 50% down. That typically covers the supplies, plus a little bit extra. I've never had a problem, and it has been a great system thus far. Most people will just pay in full, then I just keep up with really good communication, and get it shipped as soon as I can.

[LoveJewelryByJ]

i send a picture of a copper mock-up and have them approve before doing the real thing =)

[Former_Member]

We discuss in detail what they want and I determine the pricing and a timeframe for production. Payment in full is required before any baking happens!

[Former_Member]

Same as Gena, but I dont have to bake, just hook. ;-)

[Former_Member]

I actually do mine the other way around. I take custom orders, go over details and pricing then set up the listing and they buy. So far I haven't had any problems. (All of my sales but 1 have been handfasting cords) Am I setting myself up for disaster? Would it be safer to rethink how I do custom orders?

[Former_Member]

Oh boy am I happy to find this thread! lol.. I'm in need of advise!
This is only my second custom order, but much different than the first.

A customer wrote asking if I was willing to change the color of a very large & expensive mirror I have listed from antique cream to a distressed aqua.

My question is, do I charge the customer for changing the paint color and distressing it? I don't want to upset her by asking for the additional costs and lose the sale, but it will take two applications of paint and the time distressing it. What would be fair?

Thanks in advance, I appreciate any help you can offer

[Former_Member]

Michelle, like in my case, if someone saw some purple amethyst in a necklace but wanted the purple part to be lapis lazuli, I would definitely charge for restringing the necklace and purchasing different beads. Just my thoughts :)

One thing I am really glad I've stated in my custom orders is that the first re-work is free, and any additional re-works are $5. I don't know if that sounds harsh, but I've had more than one custom order where the customer had me re-do (re-string) the piece four times! That's a lot of work! So, while I may or may not implement the $5 depending on the case, that being noted there reminds the customer not to be flippant.

However, I do not make them pay for custom orders up front... maybe I should? I've never been burned, but I guess it could sure happen.

[Former_Member]

PS-- And, not to open a can of worms, I am just not looking forward to the day when someone orders a custom and pays with DC. Ugh haven't had to deal with that one yet! :)

[Former_Member]

I don't really see the difference between a customer buying a ready-made item vs. a customized item (in terms of payment).
Would anyone ship a ready-made item without full payment up front???

I require payment in full for custom orders, before I begin working on them.
And I require payment in full for any ready-to-ship item.

[abellagift]

Customers do not read policy page. If they don't like the custom orders. They want full refund including shipping. If they are not happy. You get negative feedback.