A customer asks an independent bookshop to order a specific edition of a book for a birthday. The assistant behind the counter writes it on a notepad. The note is lost. The customer comes back two weeks later and the book was never ordered. The birthday has passed.
Special orders are valuable, but easy to lose. A simple process keeps them on track.
Step 1: say you take special orders
Many customers do not know that a shop can order items in. Say so on the website and in the shop. Custom requests in general are covered in handling custom order requests without losing them.
Step 2: know what to capture
- The item, with as much detail as possible
- Size, colour or specification
- Quantity
- When it is needed
- The customer's name and contact details
- Whether they would accept an alternative
Step 3: explain the terms
Explain how long special orders usually take, whether a deposit is needed and whether special orders can be returned. Returns rules are covered in returns and exchange questions before people buy.
Step 4: capture online at any hour
Customers often think of special orders in the evening. SpideyChat for retail stores captures the request with all the details for staff to check with suppliers the next day.
Customer: Can you order a size 42 in the blue walking boots? Assistant: Yes, the shop can often order sizes that aren't in stock. Could you share the boot name, your name, the best way to reach you and when you need them? The team will check with the supplier and confirm the timing.
Step 5: confirm with the customer
Once the supplier confirms, tell the customer when to expect the item and whether a deposit is needed.
Step 6: keep one list
All special orders should be in one place, not on notes or in individual staff members' heads.
Step 7: tell the customer when it arrives
A quick message when the item arrives, with collection details, completes the process. Seasonal peaks bring more special orders, as described in seasonal rushes and the questions that come with them.
Step 7b: handle delays honestly
Supplier delays happen. If an order will be late, tell the customer as soon as you know, and offer options: wait, choose an alternative or cancel with a refund of any deposit. Customers are usually understanding when they are kept informed. What damages trust is silence, followed by a missed date.
Step 7c: gift orders need firm dates
Many special orders are gifts with a fixed date, such as a birthday or anniversary. Always ask whether there is a deadline, and be honest if it cannot be met. It is far better to say "we can't guarantee it by Saturday" than to promise and disappoint.
Personalised and engraved items
If the shop offers personalisation, engraving or custom sizes, capture the exact wording or measurements in writing. Mistakes on personalised items are expensive and cannot be resold, so a written confirmation before ordering protects both sides.
Step 8: learn from requests
If customers regularly ask for items you do not stock, consider stocking them. Opticians face similar "can you get this frame?" requests, as described in AI receptionist for opticians.
Setting up special order capture
Add a special orders section to your website and set the assistant to capture the details above. The guides to installing the widget and training your bot explain the setup.