Custom order

A custom order is a fully bespoke job - not just a personalized variation of an existing listing, but a one-off product designed for a specific buyer through back-and-forth messages.

How the workflow usually goes

1. Buyer messages with a request (“Can you make this in walnut instead of oak, 24” wide?”).
2. You discuss specs, timeline, and price in messages.
3. You create a private listing (a real listing, but with “private” toggled on so it doesn’t appear in search or your shop).
4. You send the buyer the listing link via message.
5. Buyer purchases the private listing. Standard fees apply.
6. Order processes like any other.

Why a private listing instead of a public one

• The price is buyer-specific and not relevant to other buyers.
• The product specs are unique and shouldn’t show in search.
• Etsy purchase protection only applies to orders placed through the marketplace - sending a Venmo invoice instead of a private listing is a TOS violation and leaves both sides unprotected.

Cancellation expectations

Custom orders are the highest-stakes orders to cancel. The work is buyer-specific and you’ve often started production. Be explicit in messages about your cancellation terms (e.g., 50% deposit non-refundable after production starts).

Custom order vs. personalization

• Personalization is a fixed product with a buyer-input field (name, monogram). Listed publicly.
• Custom order is a unique product designed for one buyer. Listed privately after negotiation.