Custom Orders

[CreationsMAD]

I do custom orders and enjoy them very much. However, I have had some instances where the products are not purchased after making. I am very careful to write back a few times to make sure I understand what is wanted.
What I want to know is how do you prsevt your custom orders to your customers. I have listed a nonrefundable 25% on orders, and a few other things. I don't want customers to feel they are put upon. What do you do?
Mary Anne

[Former_Member]

I checked this out with this team recently because I got a few custom orders. I was told to have the customer prepay for the order in full before any work is started. You do that by listing the item as a custom order reserved for "their name". Then they can go in and pay for it. I used my profile picture because there is no item yet. My problem is getting them to pay so I can start the work. I made it very clear what their part is, but no payment yet! Not sure what else we can do but wait for the customer to respond!

[Former_Member]

love your shop, by the way. I have a dollhouse just waiting to be filled!

[SimpleJoysPaperie]

Mary Anne, Most of my custom orders are pretty straight forward. The customer sees a sold item in my shop, or chooses another book title, and I make a wreath or cuff for them. In nearly all instances, I make the listing for the full price, they purchase the listing, and I make and ship the order within 10 days. If it is a very large order, I will make a listing for half of the price, the customer purchases it and I make the item(s). Then when it's completed, I make another listing for the remaining balance including shipping.

I'm sure many others here will have great tips for you. :)

[Former_Member]

SimpleJoysPaperie - do you have any trouble getting the customer to actually pay through the listing upfront? I don't want to have to keep asking but I want to get started on their order!

[CuteJewels]

There's actually a new team for custom orders the "New Alchemy" if you are interested:

http://www.etsy.com/teams/7677/custom-order-corner-the-new-alchemy

[SimpleJoysPaperie]

I can only remember one time that I made a listing that a customer never paid and never answered my convo asking them if they still wanted to order the custom item. When a customer writes, we usually exchange a few convos before I make the listing, with my last convo outlining all the details discussed, so I am fairly certain that they will go through with it.

I would consider sending a reminder, then 2 or 3 days later sending one more, asking very nicely if they would like to continue, but let them know that if they changed their mind I completely understood. I don't want them to feel badly about having to cancel. Life happens and sometimes we can't follow through with a purchase no matter how much we'd like to do so.

I hope you hear from your customer soon.

[Former_Member]

My brides buy BEFORE I ever start on anything. I have to have the cash in PayPal to order the flex frames and the silk, if I can't find the silk locally. That's never been a problem. I would at least get a 50% deposit - norefundable - for ANY custom order.

I had to pop in - I love it when someone else is as mAD as I am. :P he he he

[CreationsMAD]

You are all very helpful!! I think getting a 50% deposit- nonrefundable is great.
You are great to help!!
Mary Anne

[Unblushing]

In the past I have always gotten a 50% deposit before working on the product. If you are having consistant issues though I would start asking for the full amount up front. You don't want to do all the work for nothing. Good luck!

[windrosie]

I usually say in my listings: orders are shipped in so many days AFTER the received payment. So it makes it clear that the customer pays first. I also usually make a sample and email the picture for approval and then post this picture in the custom listing.

I have one custom order that the bride hasn't purchased yet, and it's been a couple of weeks. Oh well, at least I haven't wasted my time and effort on making it in advance.

[GoTo]

We get payment in full up front--I don't have an interest in spending the time to make something to someone else's design (when I could be making whatever my little heart desires) only to not be paid for it. So far no buyers have had a problem with it.

[Former_Member]

Payed at the start. Gernerally they want a specific color/scent color, or something similar to what I already have on the shelves. In convos i let clients know that thier order is made to order they day they send payment.

[Former_Member]

I also require full payment before starting on a custom order. I make a listing for the full amount and with the description based on what we have convoed about. I make sure they know that I will keep them updated with photos to make sure the product is just what they want.
Some customers don't know whether to pay first or later, so I state it in my policies. Also after making the listing I tell them to go ahead and purchase the listing and then I'll get started on the work.

[correenscdesigns]

For designs I have never done before - I set up a reserved listing for customer with an estimate based on their description and then collect a 50% NR deposit of that estimate. The balance and actual shipping is invoiced prior to shipping. I do not research anything or put them on my schedule until deposit and measurements are received.

For items that are requested that have a set price (items in my shop) and tweeking is requested, I charge the full amount and then invoice for any additional charges once I figure them out.

I have worked it this way for about 9 years and have only been left holding the bag once.

[Former_Member]

I have just done my first custom listing. I had a customer convo me and ask if they could get something special for a graduation party (mixed box of items with a color theme). We talked back and forth several times.

I then created a custom listing (using my profile pic as the item picture) and sent the link for it to her in the convo. I asked her to look over the listing description and make sure it covered what she wanted per our conversation. In the listing I noted the items, the color theme and even the date it would arrive by (since it was for a party).

She okayed and it purchased it. This was before I made any moves toward making anything.

Best of luck!