How to Handle Custom Requests Without Losing Your Mind

Seller

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If you've been selling on All Things Worn for more than five minutes, chances are you've had a custom request land in your inbox.

Some are straightforward. Some are creative. And some make you wonder whether the buyer accidentally dropped their phone and sent a random collection of words.

Custom requests can be great fun and often lead to repeat customers, but they can also become a headache if you're not careful. Over the years, I've learned that handling them professionally saves a lot of stress for everyone involved.

Get the Details First

One of the biggest mistakes sellers make is jumping straight in without making sure they actually understand what the buyer wants.

If a buyer says they want something "extra special," that could mean anything from a personalized note to an entire list of requirements longer than your weekly shopping list.

Don't be afraid to ask questions. The clearer everything is from the start, the less chance there is of confusion later.

Set Expectations Early

We've all been there. A buyer messages on Friday night wanting something by Saturday morning.

Unless you've secretly discovered time travel, it's important to be realistic about what you can deliver and when.

Most buyers are perfectly reasonable if you're honest with them. It's far better to say, "I can have this ready by Tuesday" than promise it tomorrow and spend the weekend panicking.

Remember It's Okay to Say No

Not every custom request is going to be right for you.

You don't need to explain yourself in great detail or feel guilty about declining something you're not comfortable with. A simple, polite "Sorry, that's not something I offer" is usually enough.

Having boundaries isn't bad customer service. It's good business.

Charge What It's Worth

Custom requests often involve more than people realise.

There's the messaging, planning, preparation, photos, packaging, and all the little bits in between that nobody sees.

If a request takes extra effort, don't be afraid to charge accordingly. You're providing a personalised service, not running a charity.

Keep Everything Clear

Whenever possible, keep important conversations and agreements in writing.

Not because you're expecting problems, but because memories are funny things. What seemed crystal clear on Monday can suddenly become very blurry by Thursday.

A quick message confirming exactly what's included can save a lot of back-and-forth later.

Communication Goes a Long Way

If something takes longer than expected, just let the buyer know.

A simple update can make a huge difference. Most people don't mind waiting if they know what's going on.

It's the disappearing act that tends to cause frustration.

Mistakes Happen

No matter how organised you are, things occasionally go wrong.

Maybe life gets in the way. Maybe there's a misunderstanding. Maybe your cat decides your packaging materials are its new favourite toy.

The important thing is how you handle it. Be honest, communicate clearly, and focus on finding a solution.

Happy Buyers Come Back

Some of my best repeat customers started with a simple custom request.

When buyers feel listened to and looked after, they're much more likely to return in the future. And let's be honest, repeat customers are a lot easier than constantly finding new ones.

At the end of the day, handling custom requests professionally isn't about being overly formal. It's about clear communication, realistic expectations, and treating people with respect.

And occasionally deciphering messages that read like they were written at 2am after three glasses of wine.

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