I really need some friendly advice...

[Former_Member]

Here's the problem....

I was contacted a few weeks ago by a lady from the US asking if I could make a custom order.

I made the order and listed it as I would usually and emailed the customer to let her know.

She got back to me a couple of days later saying she had tried to buy but had problems with paypal and she would try again the day after. This was a couple of weeks ago and the listing is still there and I haven't heard anything else..

Should I be concerned? This hasn't happened to me before on any of my internet shops.

Thanks in advance for any advice.

Angela Tait
Tait Gallery

This is the listing.....
http://www.etsy.com/listing/95171227/60th-birthday-ceramic-heart-pendants

[Former_Member]

I would contact her one more time, let her know that you are going to cancel if you don't hear from her and then give it maybe through the weekend and cancel it if needs be.

[bonitapatterns]

Whenever I place custom orders, I pay the shop before the item is made for me. If you're taking the time to make something special for a customer, you should always receive the payment first and only then, work on the item.

I agree with Chasa... contact the customer once again.

[WildflowerSalvage]

Maybe it would be in your better interest to offer a different form of payment if the paypal thing doesn't work. Maybe a money order or personal check? Best of luck

[GildedXRoseXStudio]

These are good bits of advice, Angela. Going forward, you might want to have a customer pay 50% or 100% for a custom order *before* you start on it. That's what I do with all my custom orders; I've never heard a single complaint.

As for this one in particular, I would try contacting her again and gently let her know that you're going to cancel if you don't receive payment by XX date. As Heidi had said...if she's having difficulty with PayPal, try offering an alternative.

Good luck!

[Former_Member]

I agree with the others, I never do a custom order without being paid 100% up front and it's not as if these items are going to be easy for you to sell since they are so specific. Good luck getting her to respond!

[adfabinidaho]

I agree, get the money first.

I had a customer ask for a particular poncho, well I bought half the fabric and emailed him to get the payment and about a week later he said he didn't want it anymore :( so I ended up still making something out of the fabric but I'm still out the money til it's sold.

[Former_Member]

Send her an invoice.

[Former_Member]

As a buyer I have requested a custom order without paying up-front. When the item is ready, the shop owner lets me know and I buy.

I have also experienced the PayPal snafu with buyers. Sometimes there is a problem with PP which usually takes a few days to work out.

Perhaps there was something wrong with the persons account or they did not have enough accurate information to verify and gave up!
They could also be uncomfortable giving out CC or Bank Account info to PP and decided against setting up an account.

I think offering a different payment option helps immensely and perhaps your buyer does not know this and may be a bit sheepish to ask.

I definitely recommend setting timelines on custom orders, reserves and the like.

The advice in this thread is very good, so one more communique letting your buyer know payment options and perhaps other creative payment solutions he or she may prefer.

Good luck!

[Former_Member]

Thanks for all that advice. I've never had a problem with custom orders before and on this occasion I can relist the items as th birthday gifts for anyone because they don't have names or dates on so I guess it's not the end of the world.

I'll contact the customer again and keep my fingers crossed.

Thanks again.

Angela x