Error message creating a custom order

[Beachresinartwork]

Through email, I have received a custom order. Everytime I try and create a custom order through our email Convo, I am receiving an error that states: hmmm, something went wrong. Any advice on how to correct this?

[BagmakerSupply]

Was this an eMail or an Etsy message / convo? They are different.  (By the way, if you are creating a custom listing based on an Etsy message, you still need to reply to the message within 24 hours if Star Seller matters to you.) And are you trying to do this using an Etsy app or via browser (it makes a difference as to possible causes and potential solutions, otherwise we have to guess).

[Beachresinartwork]

For clarification, it was a message through Etsy. We have been messaging back-and-forth for several days. Also, I am using the Etsy app on my phone.

[Beachresinartwork]

Since you asked the question about whether or not it was on the app. I just went to my laptop and tried from there. On my laptop, it is only allowing me to to use the frequently asked saved replies for a custom order request. However, it is not allowing me to create a custom order.

[CraftyCornishMaids · Accepted solution]

@Beachresinartwork 

you don't have the "request a custom order" set up in your shop

https://help.etsy.com/hc/en-gb/articles/115015663107-How-to-Offer-Custom-Items-and-Reserved-Listings...

[Beachresinartwork · Accepted solution]

There was no option in my settings through my phone app. However, I was able to enable the setting on my laptop.