What to do with non-responsive potential buyers?

[Former_Member]

Hi all. I'm still very new at selling, so I wanted to get some expert advice on non-responding buyers for custom items. At which point should I just count my losses and move on? At what point should I create a binding custom listing? I had two situations so far, which did not result in sales, just loses.

1) Buyer sends me a convo about one of my items, and request a quote for 4 of those. I give him a quote for 4 cases, and 4 cases with inserts, his choice. He says great, let's do it, but I need the to be a bigger size. I go buy more fabric (which went OOS, lucky me, but I found some for double the price, but I digress) and respond that it's not a problem, but I don't have inserts this size on hand, so would cases only be ok, or would he like to wait just a few days longer while I order bigger inserts. And that was it. It's been a month with no response. I followed up to see if they're still interested, with no success. In this case I lost money and time on fabric that I probably won't be needing.

2) Buyer wants a custom pillow exactly like the picture she sent me. I tell her it's very doable, and give her fabric options and quotes. She's happy and says she wants to send me a sample of the fabric from the original pillow so I could match the color. She takes my address, about a month later now, still nothing. Nothing in the mail, or my inbox. I followed up with no luck again. At least this time around I didn't buy any fabric, just lost time going to the city to research prices.

I guess I'm getting some valuable research done in the process, but it's kind of upsetting to know that people don't have a common courtesy to let you know not to waste time and that they are not interested.

Any input would be appreciated.

[rusticcraftdesign]

I would just chalk those up to FUTURE sales =)

But in the future...i would never start a custom order prior to receiving payment. At the very least, a non-refundable deposit. =)

[Former_Member]

Sorry to hear this. This has been a learning experience for you and you should move on.

Always, always get payment before starting on any custom order. Get at least a non-refundable deposit. Serious buyers will go through with their order if they have already made an investment.

[Former_Member]

I know the feeling! I've been in similar situations, and I've realized that, unfortunately, you shouldn't get your hopes up about an order until you can see the money in your Paypal account. I tend to think that people are going to be reliable, but it often doesn't turn out that way.

[Former_Member]

I was wondering what's the proper way to charge deposits for these situations? Should I create one listing for 50% before, and then the send one when the job is done? Or should I just invoice them directly through PP for the deposit, and do a listing on here for the send half? Not sure if Etsy has some rules about that, since we're paying fees on final value.

[Former_Member]

This has happened in my husband's Etsy shop and some people want the world from you and then decide when it's time to purchase the item, it's not what they really want.
What we have done is put a explanation in your Policies that if a customer asks for a custom made order that they must pay half of the order up front. If they decide not to purchase the item, the amount they paid is non-refundable and is used to cover your time and expensive. Make it very clear that your time and expertise is valuable.

[DontPanicDesign]

If someone wants a custom listing, I set up the listing and send it to them. Once they purchase the listing, I go ahead and do the work. I agree with Sheila that at the very least you should setup a deposit to cover the materials.

[Former_Member]

That's a great idea, Sheila. I've been considering turning down custom order requests because of problems I've had in the past, but that sounds like a good solution.

[Former_Member]

One way that you could deal with the first situation if it happens again is to give a longish lead-in time from the first email requesting a custom order , one which would allow you to source the right material and inserts without having to say 'sorry, it will take longer than expected, do you still want to go ahead with the order'.
I definitely find that the more exchanges I have with a client before they commit to buy, the less likelihood I have of making a sale. I think there are just more opportunities for teh person to decide this is all too complicated, or to find something else in the meantime.

I think in the second situation the person most likely found something similar enough to what they wanted without having to make a custom order.

I am now aiming to get all styles available in all colours in my shop because people so much prefer not to have to go through the custom order process if they can help it!

Try not to sweat every lost sale! Sometimes they just weren't meant to be and its not your fault!

bets wishes,

Emily