Etsy Custom Order Request Templates – How to Respond

Custom orders can be your most profitable sales or your biggest headaches. The difference is how you handle them upfront. These templates help you set clear expectations from the start.

What's on This Page

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Saying yes – accepting requests with clear expectations

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Getting details – questions to ask before committing

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Saying no – declining without burning bridges

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Protecting yourself – deposits, approvals, and revisions

Before You Say Yes: Questions to Ask

Jumping into a custom order without details leads to scope creep, unhappy customers, and wasted time. Get these answers first:

Template – Gathering Details

Hi [Name],

Thanks so much for reaching out! I'd love to help with a custom order. To give you an accurate quote and timeline, could you share a few details?

• What are you looking for? (size, color, design, etc.)
• When do you need it by?
• Do you have any reference images or inspiration?

Once I have a better picture, I'll let you know if it's something I can do and what it would cost!

Why this matters: Vague requests lead to mismatched expectations. "Can you make something like this but different?" needs specifics before you can quote it.

Saying Yes – Setting Expectations

Simple Customization (Color, Size, Text)

Minor changes to an existing product.

Template

Hi [Name],

Great news – I can definitely do that!

Here's what I'm thinking:
• [Description of what you'll make]
• Price: $[X] (includes [customization])
• Timeline: [X] days to make + shipping

If that works for you, I'll set up a custom listing. Just let me know!

Complex Custom Order (New Design, Significant Changes)

Something that requires real creative work or multiple steps.

Template

Hi [Name],

Thanks for the details! I'd love to work on this with you. Here's how I typically handle custom orders like this:

Process:
1. We finalize all details here in messages
2. I create a custom listing for you to purchase
3. I send a mockup/sketch for your approval before starting
4. One round of revisions included

Details:
• Price: $[X]
• Timeline: [X] weeks after purchase

Does this work for you? If so, confirm these details and I'll set up the listing!

Get confirmation before creating the listing. Have the buyer confirm all details in messages first. Their agreement in the message thread protects you if there's a dispute later – and purchasing the listing is their final commitment.

Rush Order (They Need It Fast)

Template

Hi [Name],

I can make this happen by [date]! Since it's a rush order, there's an additional fee of $[X] to prioritize it in my queue.

Total would be: $[X] (item) + $[X] (rush) + $[X] (shipping) = $[X]

Want me to set up a custom listing?

Saying No – Gracefully

You don't have to take every custom order. Here's how to decline without damaging the relationship.

Outside Your Skillset

Template

Hi [Name],

Thanks so much for thinking of me for this! Unfortunately, [type of work] isn't something I'm able to do well – it's a bit outside my wheelhouse.

I'd hate to take this on and not deliver something you love. You might have better luck searching for [specific type of seller/skill] on Etsy.

I really appreciate you reaching out!

Don't Have Time

Template

Hi [Name],

Thank you for reaching out! I'm really flattered you'd like to work with me.

Unfortunately, my schedule is fully booked right now and I wouldn't be able to give your project the attention it deserves. I'm not taking new custom orders until [date/timeframe].

If you'd like, I can reach out when I have availability – or feel free to check back then!

Request Is Unreasonable (Budget, Timeline, Scope)

Template

Hi [Name],

Thanks for reaching out! I appreciate you sharing what you're looking for.

Unfortunately, I'm not able to do this at the [price/timeline] you mentioned – for something like this, my rate would be $[X] with a [X] week timeline.

If that doesn't work for your budget, no worries at all – I totally understand! Happy to help if things change.

It's okay to say no. Taking on projects that don't fit leads to stress, resentment, and often bad reviews. A polite "no" is better for everyone.

Protecting Yourself on Custom Orders

Custom orders have more potential for disputes. Here's how to protect yourself:

Finalize Details Before Creating the Listing

Don't create a custom listing until the buyer has confirmed all specs in messages. Once they purchase, that message history is your protection.

Document Everything

Keep all communication in Etsy messages (not email or social media). If there's a dispute, Etsy can see your conversation history.

Be Specific About Revisions

State upfront how many revisions are included. "Unlimited revisions" is a recipe for scope creep.

Get Confirmation Before the Listing

Before creating the custom listing, send a summary and ask them to confirm:

Template – Confirmation Request

Hi [Name],

Just to make sure we're on the same page, here's what I'll be making:

• [Detailed description]
• [Size, color, materials]
• [Any other specifics]

Price: $[X]
Timeline: [X] days/weeks after purchase

Can you reply confirming these details look correct? Once you do, I'll create the listing for you!

When Custom Orders Go Wrong

"This Isn't What I Asked For"

If you documented everything and got approval, you're protected. Respond calmly:

Template

Hi [Name],

I'm sorry it's not what you expected! Looking back at our messages, I made [item] based on the details you confirmed on [date]: [quote their approval].

I want you to be happy, so let's figure this out. Could you tell me specifically what's different from what you were expecting? I'll see what I can do.

"I Changed My Mind"

For work already completed or in progress:

Template

Hi [Name],

I understand plans can change! Since I've already [started work / completed the item] based on the details you approved, I'm not able to offer a full refund.

Here's what I can offer: [partial refund / store credit / modification for additional fee].

Let me know what works best for you.

State your custom order policy in your shop policies. Having it in writing gives you something to reference if there's a dispute.

Templates Are a Starting Point

Every situation is a little different. We're building a tool that crafts responses tailored to your specific message – want early access?