Pre-Order & Made-To-Order Items

Pre-Order & Made-To-Order Items

Why it matters

Offering pre-order and made-to-order items gives vendors the flexibility to sell beyond their immediate stock. Customers can secure popular items in advance, and vendors can reduce waste by producing items only when there’s demand. However, these approaches come with responsibilities:
  • Customers must clearly understand when they will receive their order.
  • Vendors must provide accurate lead times to avoid disputes.
  • Setting realistic expectations builds trust and reduces cancellations.
Info
Transparency about lead times is one of the biggest factors in ensuring customer satisfaction with pre-orders and made-to-order products.

Understanding pre-order items

A pre-order item is a product customers can purchase before it is available in stock.
  • Common examples: limited edition items, new product launches, or restocks.
  • Customers pay upfront and wait for the release or stock arrival.
  • Lead times are usually linked to expected delivery from your supplier or production schedule.
Notes
Customers are more likely to accept a wait if they know exactly when their item will be dispatched.

Understanding made-to-order items

A made-to-order item is created specifically after a customer places an order.
  • Common examples: personalised goods, custom furniture, or handcrafted items.
  • These items require additional production time.
  • Lead times vary based on complexity, supplier, and your workflow.
Idea
Offering made-to-order items can help you differentiate your store by providing unique, customisable products.

Setting clear lead times

Lead times must be displayed accurately in your product listing. This helps customers decide whether they are comfortable waiting.
Best practices:
  • Include the estimated production or release timeframe in the product description.
  • Use attributes like “Ships in 2–3 weeks” or “Expected dispatch from 15 October”.
  • Factor in potential supplier delays when quoting timelines.
Warning
Over-promising and under-delivering is one of the most common causes of disputes. Always give a realistic buffer.

Updating customers

Communication is key when delays occur.
  • Proactively update customers if your supplier or production run is behind schedule.
  • Use Kapsule’s communication tools to send order updates.
  • Provide revised delivery estimates as soon as possible.
Alert
Repeated failure to update customers on pre-order or made-to-order delays may lead to order cancellations or penalties on your account.

Managing cancellations and returns

  • Pre-order and made-to-order items may still fall under standard consumer rights depending on the region.
  • Clearly state your returns policy for these products in your listing.
  • If an item is personalised, highlight any restrictions on returns.

FAQs

1. How do I list an item as pre-order on Kapsule?

 When creating a product, set the stock status to “Pre-order” and add the expected availability date in the description.
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2. How do I show that an item is made-to-order?

 In the product description, state that the item is made-to-order and include the estimated production and dispatch times.
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3. Can customers cancel pre-order items before they are shipped?

 Yes, customers can usually cancel before dispatch. Vendors should be prepared to handle these cancellations promptly.
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4. What happens if I miss my stated lead time?

 You should contact the customer immediately, offer a revised timeline, and if necessary, provide options for cancellation or refund.
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5. Can I refuse returns on made-to-order items?

 You may limit returns on customised items, but you must comply with consumer protection laws. Clearly state your return policy in advance.

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