[BUG] In Messages - "Create Custom Order" Tool Missing "Digital" Option - Lost Star Seller Badge

[MelKellyDesigns]

Bug: Any Digital Sellers who use Messages to "Create Custom Order" (Screenshot) will be forced to lose their Star Seller Badge.

The Situation:

My shop is entirely filled with digital products. I received a message in Feb from a customer asking for help via a custom order. I agreed and used Etsy's built-in "Create Custom Order" tool inside of the Messages app to provide good customer service.

• Step 1 - I clicked "Custom Order" (Screenshot)
• Step 2 - Filled out the details (Screenshot) 
• Step 3 - Item description (Digital Product option not available - Screenshot) 
• Step 4 - No other option to add digital or remove shipping (Screenshot)

As you can see - Etsy's "Create Custom Order / Private Listing" form does not offer a digital option anywhere.

The order I made for this customer is now complete, but the system forced me to do so with "No Tracking." Now I have lost my Star Seller Badge because if the "No Tracking" factor. The sad thing is, I delivered the custom order same-day.

I did a great job providing outstanding, fast customer service, but my Star Seller badge is now gone due to a missing option within Etsy's own system.

I very much love being an Etsy seller and try so hard to deliver great customer service and high quality products. Would really appreciate your help in resolving this and getting my Star Seller badge back.

Action Items:

1. Please fix the missing "Digital Product" setting in the Messages "Create Custom Order" Tool

2. I could use help fixing this order inside my account before the April Star Seller evaluation

Thank you for your help!

Mel

[BagmakerSupply]

@MelKellyDesigns: Did Etsy Support or the Help Pages send you here? This is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy does sometimes read and reply to posts).

As to "... fixing this order ..." Etsy has made it clear that they will not manually adjust Star Seller stats.

[MelKellyDesigns]

Hey! They actually did send me here stating that I should report this here as a Technical Issue.

So for point 1) that's more for if their Tech Support sees it on here. 

For point 2) if anyone has figured out a way to fix this in their account, I could really use help figuring this out! Not sure if I should just refund / cancel the order in my account. Will that delete the "no tracking" order? 

Any ideas would be a huge help - thanks!

[CappuccinoLace]

custom order function has never been able to create digital custom listings.

[RedVelvetRabbit · Accepted solution]

You have a few extra hoops you have to jump through to make a digital custom order. 

When making a custom order, set the shipping for $0 since it is going to be digital. After it is made, have the customer wait for you to edit the listing. Go back to Shop Manager, then into Listings. Find the newly created Custom or Private Listing in there, then you can switch it from Physical to Digital Made to Order. That means when the order is finished, you just mark and completed and attach the finished images.

Etsy only allows 5 images to be attached so if you need more, just make sure to get an email to send them out to!

[CleverStudioArt]

When creating a custom order for a digital product through Etsy's messaging, Etsy did not allow the shipping cost to be set to $0.00 as stated.

[MelKellyDesigns]

Thanks so much! Great feedback and I'll be sure to do this next time. Much appreciated. 🧡

[LemonAndCello]

Well, here is my current situation. I make personalized orders, of both types: physical (printed posters) and digital (that my customers printed themselves).

For digital orders, what I had been doing until now was the following way that, far from being perfect, worked. When creating a personalized order with a digital file from the conversation, I established a very high price (so that my client would not buy it just yet) and with a shipping price.

Once done, have the client wait for me to edit the listing. Go back to the listing and started editing, changing to DIGITAL (this automatically eliminated the shipping rate), uploading the file, and setting the price right. And re updated the private listing, changing it from a physical to made-to-order digital.

The only thing new was that a new link appeared in the conversation, saying that the item has been updated. And then I let my client buy from that link, whenever they wanted. No rush, since the listing would not appear in my store front.

But as we all know, on June 25th Etsy is going to update the listing form. Don't get me wrong: I have no problems with the new form, I love it, I've been using it for months now. Win-win for me!

But today I went to do the trick I always did, to create a private digital listing from the conversation and I realized this: The new form that is accessed from the button in the conversation does not allow you to attach a digital file! I looked around and couldn't find it at all!

To get out of trouble quick, I created a digital listing from scratch, uploaded it to my store (that is, it is public) and sent a link to my client. But I hate this system. Anyone else can come buy it!

Does anyone have a solution? I get stressed just thinking that this is the only way from now on.

Thanks in advance, Bruno

[ModAngie · Accepted solution]

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