Having your customers pay for large custom orders?

[Former_Member]

How do you go about having your buyers pay for large custom orders. I just received a request for a very large custom order but I'm not sure how to go about telling the person how to pay. I was thinking maybe she could pay half now and then the rest later and if she does not like it i will refund the first half but then I would lose profit in doing so if she doesn't like it. So how should I go about charging for it? I would have to gather the supply to make her order which will cost money. Any suggestions?
Please and thank you :)

[Former_Member]

Hi. Great question! I would suggest that you first create an example set that you could easily undo just in case the customer changes their mind. Trust me that part can become frustrating too, but at least you have more knowledge of what the customer want, before you spend your money on any extra material. If you have a set design with custom colors, then use whatever material that resembles the customer request. I hope I was of any help to your question.

[TwiningVines]

This is what I have written into my policies. Many of my orders are custom work, and this has worked well:

*****Custom Orders require a 50% deposit at the time of ordering, with the balance due at the time of completion and prior to shipping. Cancellation of a Custom Order after supplies have been purchased makes it impossible for me to refund the deposit. I will work with you in regards to this as unforseen events do occur.

I try to keep in close contact during the work vis convo with photos attached to avoid any confusion. And that lets me make changes easily as I work. Hope this helps. :) I should add that I do sometimes make up a sample item if I already have the things on hand, or can reuse it, before the deposit.

Perhaps just buy enough for a sample from the original deposit, then if they don't like your sample you can return the balance of their money less supplies purchased for the sample. I think I would discuss this with them so the understand they won't recieve a full refund.

[AtHomeWithLolly]

Jasmine, I am not sure how large an order you are talking about but in my custom order world, I would expect full payment up front. Just like any purchase in my shop.

Once you commit to taking custom orders you have to be able to produce, so if that means getting more supplies before you start, you have to cover your bases.

I would also give her an expected date of completion before letting the sale go through so you can come to an agreement on that ( and also give yourself the time to make the items)

If you don't already have a refund policy in place, I suggest you put one in so that you do not get left holding a custom order that might not resale .

Is there a reason that she might WANT to return the items? If it is a new design that you have not made before, why not charge her for only one, a prototype, and offer to send it to her before completing the entire order.

Good luck in this learning experience!

[michemozaix]

Hi Jasmine and Congrats on getting a Custom Order!

F.Y.I. -- Custom Orders are a whole 'nuther ballgame from regular sales!

Generally, a non-refundable deposit of 25-50% is made with the balance due upon completion of the item. Most professional artists and crafters DO NOT offer refunds on custom work.
If it's something you think you can sell to someone else you can set your own policies but make sure you're clear and upfront and don't be intimidated about charging the non-refundable deposit. It lets your customer know that your time and attention to their project are valuable!

[Former_Member]

Thank you very much for your advice, I just updated my policy for custom orders and told her half of it is to be paid upfront nonrefundable.
Usually when I get custom orders its only one item or maybe a duplicate of another item and never asked for payment upfront because I feel it was meant for someone else if the person doesn't purchase it...but this is different, the order is 30+ earrings which will take some time lol...I'm just happy someone likes my jewelry :)
Thank you again.

[Former_Member]

I don't have any advice on that lol sorry (:
I looked at your shop though, so pretty! I think you should raise your prices.

[FruitfulFeet]

I make all my customers pay up front. I never never NEVER do anything without them paying first. Just a little something I've learned along the way and it has helped TREMENDOUSLY. So then you're not wasting your time or their time...and you're not losing any money. :)

[Former_Member]

I also get full payment up front.

Otherwise I won't even start.

Think of it just like a regular order. They would buy it first, right?

[Former_Member]

I only accept full payment up front, regardless of the size of the order (although if they order a significant number of something I will either offer a discount or ship for free). No refunds on custom unless the item arrives damaged or is lost (I insure). I've never had a problem.

[Former_Member]

I get payment in full up front! I learned the hard way!

[Former_Member]

Always get at least 50% deposit and the rest when the order is complete before it is shipped. This is a policy many of us learn the hard way - experience.

[PaperFlora]

I create a special order listing for the customer for 100% paid upfront.
90% of my business is special orders. I include a description of the complete order including full payment and a date of when it has to be paid by.
"items must be paid in full by 7/21/12 to guarantee shipping on or before 8/16/12"

[Former_Member]

Most of my orders are personalized, so I cannot sell to someone else if the person does not buy it. If thy don't pay in full upfront I don't even buy the supplies. Custom orders or personalized order are non refundable and non exchangeable. If damaged occurred during shipping I'll replace the item at no cost (including free shipping). Keep in mind thou that the customer already has a pretty good idea of how the final product will look like. Usually the only thing that change are the ring size, the letters stamped or the size of a stone.
Good luck and congrats on your large custom order!

[IstriaDesign]

I ask for a full payment up front. Sometimes I will give a discount or free shipping on large orders, but that's about it.

[Former_Member]

Agreed with those who said full payment up front! I just learned the hard way about a week ago.

Best of luck with what you decide to do, and congrats on the order!

[EclectasieDesigns]

I also require full payment up front. Last week I had a customer back out of a large custom order got the first time. She was unhappy when I refused to refund - so after some debate, she agreed to pay for the $90 worth of fabric I had purchased and I refunded the rest. I felt it was a fair compromise that would compensate me for my time. I can remake and resize the items and list them at some point.

[Former_Member]

Thanks for asking this question.I need to add on to my policy on wholesale orders.

[NewBrideCo]

Hi Jasmine,

I agree with Rizzi, I only accept full payment upfront too.
I usually send them a picture of the material to be used, and a full detail explanation of the work to be done.

I don't accept returns or exchanges on custom orders.
A custom order is something you specially created for your customer.

Good communication is needed on both sides in order to have a happy experience.

Congratulations on your custom order!!!!