A custom order on Etsy is a private listing that only one buyer can see and buy. It carries the same $0.20 listing fee, 6.5% transaction fee, and payment processing fee as any other sale, so a quote that ignores those fees gives part of your margin away before you start the work.
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Table of Contents
- Introduction
- Why Most Custom Orders Lose Money
- How Etsy Custom Orders Work
- Step-by-Step: From Request to Paid Order
- Extra Charges After Checkout: The 2026 Rule
- Common Mistakes and Advanced Nuances
- Tools and Resources
- Worked Example: A Pet Portrait Commission
- Frequently Asked Questions
- Key Takeaways
- The Bottom Line
Introduction
Custom work is where many handmade shops earn their best prices. It is also where they lose the most time to back-and-forth messages, unpaid sketches, and quotes that forget Etsy takes a cut.
In this guide I’m going to show you how to switch on custom order requests, quote a price that already covers Etsy’s fees, build the private listing, and collect any extra money the way Etsy’s current Seller Policy requires. The setup steps come from Etsy’s Help Center article on how to offer custom items, and the fee figures come from Etsy’s Fee Basics page.
Here’s how it works.
Why Most Custom Orders Lose Money
Most sellers treat a custom request as a conversation first and a sale second. They chat with the buyer, agree on a number that feels fair, and only later notice what the order actually paid them.
Three habits do the damage.
The first is quoting the buyer a round number without adding fees on top. Etsy charges the same fees on a custom order as on a public listing, so a $100 quote never lands as $100 in your account.
The second is starting the work before the buyer pays. A buyer who changes their mind after you have bought materials leaves you with costs and no sale.
The third is settling price changes outside Etsy. A buyer who wants a bigger size after checkout is easy to send a payment app link to, but Etsy’s rules now point sellers to the Create Custom Order feature for that kind of extra payment.
A custom order only makes money when the quote covers fees, the buyer pays before you start, and every dollar moves through Etsy.
How Etsy Custom Orders Work
Etsy’s custom order system has two parts: a request button on your shop and a private listing you build for one buyer.
When you turn on custom order requests, Etsy adds a Request Custom Order button to your shop homepage. Buyers who click it send you a message with their request, and they can attach reference images in the conversation.
Once you and the buyer agree on the item and the price, you create a private listing from that message thread. Etsy’s Help Center lists how private listings behave:
- Visibility: the listing does not appear in your public shop or in search, so other buyers can’t purchase it.
- Notification: when you publish it, Etsy emails the buyer a button to purchase the listing.
- Labeling: private listings show a Private label on your Listings page.
- After the sale: the item appears on your public Sold Items page.
Etsy also sets a few limits that matter for planning:
- Custom order requests can only be enabled on Etsy.com, not in the Sell on Etsy app.
- Your shop must be open to the public before you can add custom order requests.
- The longest processing time you can set for a custom order is 6 to 8 weeks.
- Private listings can’t be created for digital items.
- Calculated shipping profiles are not available for custom orders, so you set a fixed shipping price.
Etsy’s Help Center says custom listings are visible only to the buyer who requested them. Variations are options on an existing listing that any shopper can choose.
That last difference decides which tool you need. If many buyers want the same set of choices, such as size or color, a public listing with variations or personalization fields is faster. Our guide to Etsy variations and custom options covers that setup. Save private custom listings for one-off work where the price depends on the details.
| Situation | Best tool | Why |
|---|---|---|
| Buyer picks a size or color you already offer | Variations on a public listing | Any shopper can choose it, no messages needed |
| Buyer adds a name or short text | Personalization field on a public listing | The text comes with the order |
| Buyer wants a one-off design priced by complexity | Private custom listing | Price and details are set for one buyer |
| Buyer owes more money after checkout | Create Custom Order | Etsy’s Seller Policy points sellers to this feature |
| Buyer wants a digital-only commission | Public digital listing or a different process | Private listings can’t be created for digital items |
Step-by-Step: From Request to Paid Order
Seven steps take a custom request from first message to a paid order you can start working on.
Step 1: Turn on custom order requests
What: switch on the Request Custom Order button.
Why: buyers who see the button know you take custom work, and their requests land in a separate place from general messages.
How: on Etsy.com, go to Shop Manager, then Settings, then Options. Under Custom order requests, select Enabled and save. Etsy’s Help Center says the button then appears on your shop homepage.
Example: a jewelry shop that engraves rings turns on requests so buyers who want a different metal or ring width can ask without hunting for a contact link.
Step 2: Write a saved reply that collects the details
What: prepare one message you send to every new request.
Why: most of the time lost on custom work goes to asking the same questions one at a time.
How: in Etsy Messages, save a reply that asks for everything you need to quote: size, colors, materials, text, reference images, deadline, and the buyer’s shipping country. Add one line that says the price includes shipping and that work starts after payment.
Example: a portrait artist’s saved reply asks for two clear photos, the canvas size, the background color, and the date the buyer needs the piece. Most buyers answer every question in one reply.
Step 3: Quote a price with Etsy’s fees built in
What: work out your price from the amount you want to keep, not the amount that sounds fair.
Why: Etsy’s transaction fee is 6.5% of the order total, including shipping and gift wrap. Payment processing in the US is 3% plus $0.25 per order through Etsy Payments. Each custom listing also costs the $0.20 listing fee.
How: add your materials, your time at your hourly rate, packaging, and postage. That is your target take-home. Then divide by about 0.905 (one minus 6.5% and 3%) and add $0.45 for the fixed processing fee and the listing fee. Round up.
Example: a seller wants $130 in hand after fees on an order with shipping included. $130 divided by 0.905 is $143.65. Add $0.45 and the quote is $144.10, which the seller rounds to $145.
Our Etsy fee calculator guide walks through the full fee stack, including currency conversion and Offsite Ads.
Fee rates here are Etsy’s published US rates as of October 2026. They vary by country and can change, so check Etsy’s current fee pages before you price. This article is general information, not legal, tax, or financial advice.
Step 4: Put the agreement in writing in the thread
What: confirm every detail in one message before you build the listing.
Why: if a buyer later opens a case saying the item is not what they ordered, the message thread is your record of what was agreed.
How: send a summary: item description, size, colors, any text spelled out letter by letter, the price, the processing time, how many revisions are included, and your return terms for custom work. Ask the buyer to reply “confirmed.”
Example: a sign maker spells out a family name, “M-c-K-E-N-N-A,” in the summary. The buyer catches that it should be “McKenna” with a lowercase k before anything is cut.
Step 5: Build the private listing from the request
What: create the custom listing for that buyer.
How: open the original Custom Request message thread and create the private listing from there. If the buyer sent a regular message instead of using the button, Etsy’s Help Center says you can select Create custom order, fill in the required details, and choose Send private listing.
Why: building it from the thread links the listing to that buyer, and Etsy emails them a purchase button as soon as you publish it.
Example: in the listing description, the seller repeats the confirmed summary from Step 4, word for word. The details are now on the order itself, not only in Messages.
Step 6: Set processing time and shipping you can meet
What: choose a processing time and a fixed shipping price before you publish.
Why: custom work takes longer than stock items, and Etsy caps custom order processing at 6 to 8 weeks. Calculated shipping profiles are not available for custom orders, so you need a flat price that covers the real postage.
How: set processing time from your actual queue, not your best case. Weigh a similar finished item, check the postage to the buyer’s address, and build that cost into the shipping price.
Example: a quilter with a four-week backlog sets processing to 5 to 6 weeks for a custom baby quilt and charges a flat shipping price based on the packed weight of her last quilt.
Step 7: Start work only after the order is paid
What: wait for the order to show up as paid in Shop Manager.
Why: a private listing is not a sale until the buyer checks out. Etsy Payments, Purchase Protection, and Etsy’s case system only cover the order once it has gone through Etsy checkout.
How: after you send the listing, tell the buyer the work goes into your queue once payment clears. If they haven’t purchased in a few days, send one friendly reminder.
Example: a woodworker buys walnut for a custom cutting board only after the order arrives, and keeps a few stock boards to list publicly if a buyer goes quiet.
Extra Charges After Checkout: The 2026 Rule
Price changes after checkout are where custom orders used to slip outside Etsy.
Etsy’s Seller Policy version effective July 9, 2026 addresses this directly. Where a seller needs to collect additional payment from a buyer after checkout to reflect the final price of a bespoke or highly customized item, the policy says the seller must use Etsy’s Create Custom Order feature.
The same update tightened the rules on Messages. Etsy’s Off-Platform Transactions policy says a transaction initiated on Etsy may not be completed off of Etsy. Asking a buyer to send the difference through a payment app or bank transfer breaks that rule. Alura’s summary of the policy change lists the dates and the before-and-after wording.
Any extra money for an Etsy order, including an upgrade or a balance, goes through a new custom order on Etsy.
Here is the practical version:
- Agree the extra amount in the order’s message thread.
- Create a custom order for just the difference, with a title such as “Upgrade to 16×20 canvas for order #1234.”
- Price the difference with fees included, because the new listing carries its own $0.20 listing fee and its own fixed processing fee.
- Remove any line in your listings, FAQs, or saved replies that asks buyers to pay a balance another way.
The same reasoning applies to deposits. Some sellers split large commissions into two private listings: a deposit to start and a final payment before shipping. That keeps both payments on Etsy. Each listing pays the fixed fees, so the split costs about $0.45 more than a single listing. For big orders, that is a small price for not working on credit.
Common Mistakes and Advanced Nuances
These five issues separate custom orders that pay from ones that turn into unpaid work.
Mistake 1: Free unlimited revisions
Revisions are where custom orders lose their margin. A buyer who can ask for changes forever usually does.
State the number of revisions in the confirmed summary, such as two rounds of changes to the sketch. Price extra rounds as an upgrade and collect them with a custom order.
Mistake 2: Promising dates you can’t hit
Etsy shows the buyer an estimated delivery date based on your processing time and shipping. If you set a short processing time to win the order, the order can show as late in your shop stats.
Late orders also hurt your record for the Star Seller program, which tracks on-time shipping with tracking. Our Star Seller guide explains the thresholds.
Mistake 3: Leaving returns unclear
Custom and personalized items are made for one buyer, and many sellers do not accept returns on them unless the item arrives damaged or not as described. Whatever your terms are, they need to appear in your return policy before the buyer pays.
Our guide to setting an Etsy return policy covers the policy settings and how to state exceptions.
Mistake 4: Slow first replies
Etsy’s Star Seller program counts how quickly you answer a buyer’s first message, with a target of a reply within 24 hours. Custom requests arrive as messages, so a slow reply hurts both the sale and your Star Seller score.
The saved reply from Step 2 lets you answer in under a minute, even when you can’t quote yet.
Nuance: Repeat custom requests are a product signal
If buyers keep asking for the same change, that change should become a public option. Turn it into a variation or a personalization field so buyers can order without a message, and your listing can show up in search for it.
Your Etsy shop stats show which listings draw the most visits, and your Custom Requests folder shows what buyers ask for that you don’t yet offer.
Tools and Resources
You don’t need paid software to run custom orders on Etsy. These cover the job:
- Etsy Help Center, custom items (free): the official custom items article has the settings path, the 6 to 8 week processing cap, and the private listing rules.
- Etsy Fee Basics (free): Etsy’s Fee Basics page lists the listing, transaction, and payment processing fees.
- Saved replies in Etsy Messages (free): store your intake questions and your confirmation template.
- A spreadsheet (free): track each request with columns for quote, fees, materials, hours, and paid date. Our list of bookkeeping apps for Etsy sellers covers paid options if you outgrow it.
- A kitchen or shipping scale (low cost): weigh finished pieces so your fixed shipping price matches the postage.
Worked Example: A Pet Portrait Commission
This is an illustrative example, not data from a specific shop. It shows how the steps above change one order.
A painter sells pet portraits. A buyer asks for a 12×16 portrait of two dogs, shipped within the US.
Before: the painter quoted $120 including shipping, started sketching the same day, and accepted a request for a larger canvas after checkout by asking for $25 through a payment app.
Here is what that first order paid, at US rates and before sales tax:
| Line | Amount |
|---|---|
| Order total | $120.00 |
| Listing fee | -$0.20 |
| Transaction fee (6.5%) | -$7.80 |
| Payment processing (3% + $0.25) | -$3.85 |
| Paid to the painter | $108.15 |
The $25 payment app charge sat outside Etsy, outside Purchase Protection, and, under the July 9, 2026 Seller Policy, against Etsy’s rules.
After: the painter set a target of $120 take-home for a 12×16 with two pets.
- $120 divided by 0.905 is $132.60, plus $0.45 in fixed fees, gives $133.05. The quote is $135.
- The confirmed summary lists one sketch revision and a 4 to 5 week processing time.
- The private listing goes out from the request thread, and work starts when the order shows as paid.
- When the buyer wants a 16×20 canvas instead, the painter quotes a $30 upgrade with fees included and sends it as a second custom order.
The quote went up by $15, and the painter now takes home at least the $120 target on the base order. The upgrade money is on Etsy and covered by Etsy’s case system.
The buyer paid $15 more, and the painter got paid in full before picking up a brush.
Frequently Asked Questions
How do I turn on custom orders on Etsy?
On Etsy.com, go to Shop Manager, then Settings, then Options. Under Custom order requests, select Enabled and save. A Request Custom Order button then appears on your shop homepage. You can’t turn this on in the Sell on Etsy app.
Do custom orders cost anything extra on Etsy?
No extra fee applies. A custom listing carries the standard $0.20 listing fee, the 6.5% transaction fee on the order total including shipping, and the payment processing fee, which is 3% plus $0.25 in the US.
Can other buyers see or buy my custom listing?
No. Etsy’s Help Center says a private listing does not appear in your public shop or in search. Only the buyer you made it for can purchase it. After it sells, it shows on your public Sold Items page.
What is the longest processing time for an Etsy custom order?
Etsy’s Help Center says the maximum processing time for a custom order is 6 to 8 weeks. Set a range you can actually meet, because late orders count against your shop’s record.
Can I make a custom order for a digital product?
No. Etsy’s Help Center says private listings can’t be created for digital items. For digital commissions, consider a public digital listing with clear instructions.
Can I use calculated shipping on a custom order?
No. Etsy says calculated shipping profiles aren’t available for custom orders. Weigh a similar finished item, check postage to the buyer’s address, and set a fixed shipping price that covers it.
How do I charge a buyer more after they’ve already paid?
Use Etsy’s Create Custom Order feature for the difference. Etsy’s Seller Policy effective July 9, 2026 says sellers who need additional payment after checkout for a customized item must use that feature. Payment apps and bank transfers are not allowed.
Can I take a deposit for a large custom order?
Etsy has no separate deposit feature. Some sellers split a large commission into two private listings, a deposit and a final payment. Both payments stay on Etsy, and each listing pays its own $0.20 listing fee and fixed processing fee.
Should I accept returns on custom orders?
That is your decision, but state it in your return policy before the buyer pays. Many sellers do not accept returns on custom or personalized items unless the item arrives damaged or not as described.
How fast should I reply to custom order requests?
Within 24 hours. Etsy’s Star Seller program tracks replies to first messages against a 24-hour target, and fast replies also make the sale more likely. A saved reply lets you answer right away.
Do I need technical skills to set up custom orders?
No. Turning on requests is one setting, and building a private listing uses the same form as a normal listing. The work is in pricing and writing a clear summary of what the buyer gets.
When should I use variations instead of custom orders?
Use variations or personalization fields when many buyers want the same choices, such as size, color, or a name. Use private custom listings for one-off work where the price depends on the details.
Key Takeaways
- Turn on custom order requests in Shop Manager, Settings, Options, on Etsy.com.
- Price from the take-home you want: divide by about 0.905 and add $0.45 at US rates.
- Confirm every detail, revision count, and return term in the message thread before building the listing.
- Build the private listing from the request thread and start work only after the order is paid.
- Collect any extra money after checkout with a new custom order, never a payment app.
- Set a processing time you can meet; Etsy caps custom orders at 6 to 8 weeks.
- Turn repeated custom requests into public variations or personalization fields.
The Bottom Line
Custom orders can be the most profitable work in an Etsy shop, as long as the price covers Etsy’s fees and every payment stays on Etsy.
Start today by turning on custom order requests and writing your saved intake reply. Next, recalculate your standard custom prices with fees included, using the formula in Step 3. Then calculate your real take-home per sale on your most common commission and adjust your quotes to match.
Related Articles
- How to Set Up Etsy Variations and Custom Options: when a public listing with options beats a private custom order.
- How to Price Handmade Products for Real Profit: the materials and labor side of the quote.
- Etsy Chargebacks and Payment Disputes: A Seller’s Guide: what happens when a buyer disputes a payment.
About This Research
Chloe Cruz writes Marketplace Hackers’ guides on Etsy fees, SEO, and store growth, and has spent four years writing about eCommerce.
This guide is based on Etsy’s Help Center articles on offering custom items and on Etsy fees, Etsy’s Off-Platform Transactions policy, and published reporting on the Seller Policy update effective July 9, 2026, read in October 2026. The pet portrait shop is an illustrative example, not data from a specific shop.
Content reviewed and updated: 2026-10-21
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