How to Run Made-to-Order and Custom Requests
By Little Stall · Updated
Made to order is how a lot of makers sell: a cardigan in the buyer’s size, a name necklace, a set of mugs in a chosen glaze. It is also where things go wrong, because the details live in a chat thread and the wait time lives in your head. Write both down where you and the buyer can see them.
Decide what you will make to order
Not everything needs to be made to order. Keep a few things you can sell from the shelf, and offer made to order where size, colour or personalisation really matters. Be clear about what buyers can choose and what they can’t.
In Little Stall, set a price option to “Made to order” and buyers can order it whenever your shop is open, even with none on hand. Use “I have some ready” for finished pieces you have counted.
Be honest about the wait
Work out how long an order really takes, including drying, curing, firing or postage, and add a bit. A buyer who is told four weeks and gets it in three is happy; one told two weeks who waits three is not.
Turn on “Show buyers the current wait” in your shop settings and write it in your own words, like “about 3 weeks”. It shows at the top of your shop. Update it when you get busy.
Get custom details in writing
For anything personalised, confirm the details in writing before you start: size, colour, spelling of names, fragrance, glaze, and the price. Spelling mistakes on engraved or stamped items are expensive.
Add the agreed details to the order notes, so they travel with the order. Then send the confirmation. The buyer can check their status link any time instead of scrolling back through messages.
- Size, colour or finish agreed
- Names and wording spelled out
- Price and postage agreed
- Wait time stated
- Deposit or payment terms clear
Decide on deposits and changes up front
Many makers ask for full payment or a deposit before starting a custom piece, especially when materials cost a lot or the item can’t be resold. Say what happens if the buyer changes their mind halfway through. Whatever you choose, say it before you start, not after.
Put your general conditions in your shop description and in the terms note in Settings, which goes at the bottom of every email. Record payments as they arrive so you always know who has paid.
Work through orders fairly
When you have more orders than hands, the queue keeps things fair: first in, first made. You can still drag an order up when there is a good reason, like a birthday deadline you agreed to.
When you start an order, tap Start packing so the buyer’s status page shows it is underway. That one update saves a lot of “just checking in” messages.
Put your next order in one place.
Your own shop, order records and automatic buyer updates. Try Little Stall free for 14 days, then NZ$20 a year. No card to start.
Start your free trial