CustomMade Guarantee Program

  • Project assurance

    Project proposals were designed to serve makers and customers alike — they are a mutually agreed upon, legally binding digital contract that can protect you in the unlikely event of a dispute. By keeping your proposals up-to-date with details that accurately reflect how, when, and for what price you intend to complete a custom project, you can ensure that you and the customer are on the same page throughout the process.

    In the instance that you and a customer are in disagreement, we’ll review the project’s proposal and work together to find a solution that works well for everyone involved.

    Helpful tip

    If you and a customer discuss changes to the specifications of a project, send a revised proposal and remind the customer that he or she must accept the proposal before work can continue.

  • Get feedback

    After you ship a completed item to a customer, the customer will receive emails from CustomMade asking them to review their experience working with you. As a project nears completion, we encourage you to remind the customer that reviews help you win jobs and build a loyal customer base.

    Although it doesn’t happen often, if you believe that a customer has left a negative review in error, let us know and we will review the case. Conversely, if a customer has not left a review and you’d like us to reach out to him or her as an additional reminder, we are happy to help.

    We understand that reviews are an important part of doing business online, and we’ll do everything we can to ensure that the customer provides feedback to you.

    Helpful tip

    Avoid negative reviews with frequent communication. Update the customer throughout the creative process to identify and resolve potential issues as soon as they arise.

  • We’re here to help

    Need assistance creating a maker account? Having trouble uploading photos to your portfolio? The CustomMade Support Team is here to help. Visit the Maker Help Center to view FAQs or contact us.

    Helpful tip

    After a phone call or video chat with a customer, make note of the conversation by sending a message via the CustomMade platform.

  • Read the full terms and conditions of the CustomMade Guarantee