1. Collect Core Customer & Order Information
Why this is important
Products require absolute clarity. Even one incorrect detail (size, colour, quantity) results in full rework and lost margin.
Checklist:
- Customer name
- Shipping address (verify formatting)
- Phone/email
- Order details in client’s words
- Product variant (size, colour, finish, material)
- Quantity
- Customisation details (names, dates, engraving text, colours)
- Required delivery/completion date
- Any special instructions
Red flags:
- Customer unsure which variant they want
- Missing or incomplete customisation text
- “Just surprise me” (no)
- Delivery deadline earlier than production lead time
2. Clarify Product Specifications & Requirements
Why this is important
Ambiguous specifications lead to costly errors.
You must confirm the exact requirements before production starts.
Checklist:
- Dimensions
- Materials
- Colours/patterns
- File formats for digital items
- Required packaging (gift wrap, fragile, eco-friendly, etc.)
- Branding (if B2B)
Examples:
- Apparel: size, fit, colour
- Jewellery: engraving text + font + placement
- Printed goods: print size, bleed, CMYK or RGB
Red flags:
- Customer gives multiple versions of artwork
- Low-resolution images (will print poorly)
3. Request All Required Assets Upfront
Why this is important
Production cannot begin until required assets are provided.
Checklist:
- Artwork files (PDF, PNG, EPS, SVG)
- Logos or branding
- Photos for personalised products
- Colour codes
- Product samples (for certain makers)
Red flags:
- Artwork provided is copyrighted/unlicensed
- Images too small to print
- Customer expects you to “fix” low quality artwork at no cost
4. Confirm Production Scope (What’s Included)
Why this is important
Customers often assume extras are included (multiple samples, free redesign, faster shipping).
Defining scope prevents disputes and protects profit.
Checklist:
- Exactly what you will produce
- Number of prototypes/samples (if any)
- Number of revisions for artwork
- What is not included
- Whether raw design files are included (usually not)
- Assembly requirements
- Whether packaging is included
Examples:
- “Includes 1 artwork proof + 1 revision.”
- “Includes engraving on one side; double-sided engraving extra.”
Red flags:
- Customer expects unlimited design changes
- Customer wants “rush delivery” at standard price
5. Identify Risks, Constraints & Limitations
Why this is important
Setting limits prevents complaints and bad reviews.
Checklist:
- Material limitations (e.g., wood grain differences)
- Colour variation (screen vs print)
- Weather constraints (markets, outdoor deliveries)
- Fragile goods packaging
- Lead time limitations
- Shipping delays
Red flags:
- Customer expects 100% perfect colour match
- Customer unfamiliar with handmade product variations
6. Explain Pricing Clearly
Why this is important
Retail pricing can be complex when customisation, materials, labour and shipping are involved.
Checklist:
- Base price
- Customisation fee
- Setup/proof fee
- Shipping cost
- Bulk discount (if applicable)
- Rush fees
- Packaging surcharge
- International shipping fees
Examples:
- “Extra $20 for rapid production within 48 hours.”
- “Gift packaging +$5.”
Red flags:
- Customer argues about shipping price (common)
- Expects customisation for free
7. Explain Production & Delivery Timeline
Why this is important
You must protect yourself against unrealistic delivery expectations.
Checklist:
- Production lead time
- Drying/curing time (for makers)
- Proof approval time
- Shipping duration
- Cut-off times
- Busy periods (Christmas, Mother’s Day, EOFY markets)
Red flags:
- Customer wants delivery earlier than possible
- No room for revision time
8. Explain Communication Rules
Why this is important
Many retail customers message constantly for updates.
You need boundaries.
Checklist:
- Preferred contact method
- When you provide updates (proof sent, production start, dispatch)
- When customers should expect tracking
- What not to message for (constant updates)
Red flags:
- Customer messages every few hours
- Customer provides late changes during production
9. Explain Payment Process (Sole + WorldPay)
Why this is important
Payment issues cause delays, cancellations and lost revenue.
Checklist:
- Payment due before production begins
- Invoice sent via Sole
- Customer pays via WorldPay:
- Apple Pay
- Google Pay
- Card
- Direct Debit
- Custom orders require full payment upfront
- No refunds once production starts (if applicable)
Red flags:
- Customer tries to negotiate post-production payment
- Customer wants COD for a custom piece
10. Confirm Next Steps & Send Welcome Message
Why this is important
This gives the customer confidence and ensures they understand the process.
Checklist:
- Confirm order details
- Confirm required assets
- Confirm production timeline
- Confirm payment requirement
- Confirm dispatch expectations
- Provide any instructions for approval
📩 WELCOME MESSAGE (Copy & Paste)
“Hi <name>, thanks for your order — I’m excited to get this started.
Here’s everything confirmed so far:
• Product details: <summary>.
• Customisation: <details>.
• Required assets: <list>.
• Production time: <timeline>.
• Shipping method: <courier>.
• Payment: Full payment required before production via the WorldPay link in your Sole invoice (Apple Pay, Google Pay, card or Direct Debit).
Once I receive the assets and payment, I’ll begin production and keep you updated at each milestone.
Thanks again, <Your name>.”
🤖 PROMPT A — “What Am I Missing in My Onboarding?” (Retail/eCommerce/Manufacturing)
“Act as an onboarding specialist for a retail/eCommerce/maker business.
Here’s what I have so far:
Customer details: <details>
Product ordered: <summary>
Specs: <details>
Customisation: <details>
Assets collected: <list>
Scope of work: <list>
Timeline: <details>
Pricing: <details>
Payment terms: <details>
Risks: <list>
Tell me:
- Anything missing
- Anything unclear
- Risks I haven’t addressed
- Any expectations I need to set
- Any scope restrictions I should reinforce.”
🤖 PROMPT B — “Write My Onboarding Welcome Message” (Retail/eCom/Manufacturing)
“Write a friendly, professional onboarding message for a new retail/eCommerce/maker customer using:Name: <name>
Product: <summary>
Specs: <details>
Customisation: <details>
Assets required: <list>
Production time: <details>
Payment: WorldPay via Sole
Tone: warm, clear, and confidence-building.”
Frequently Asked Questions
Q: Why is a formal onboarding process critical for product-based businesses?
A: For makers and retailers, even a single incorrect detail—like a misspelled engraving or a wrong size selection—can result in 100% rework and lost profit. A structured onboarding flow ensures absolute clarity on specifications and “locks in” customer approval before you cut a single piece of material or print a single label.
Q: How do I handle customers who provide low-resolution artwork or logos?
A: This is a major “Red Flag.” Printing low-quality assets results in poor reviews and returns. Your onboarding should explicitly state required file formats (PDF, SVG, or EPS). If the artwork is unusable, inform the customer immediately and clarify that “fixing” low-quality files is an additional service fee that can be added to their Sole invoice.
Q: What is the best way to manage customer expectations for “Handmade” variations?
A: If you work with natural materials like wood or leather, your onboarding must identify “Material Limitations.” Explain upfront that grain patterns or slight color variances (screen vs. print) are part of the product’s character. Setting these boundaries early prevents “not as described” disputes later.
Q: Why should custom orders require full payment upfront via Sole + WorldPay?
A: Custom items cannot be resold. In 2026, the gold standard is “Payment Before Production.” Using Sole + WorldPay allows customers to pay instantly via Apple Pay or Google Pay. This secures your cash flow and ensures you aren’t left with wasted materials if a customer changes their mind mid-production.
Q: How do I stop customers from messaging me every few hours for updates?
A: Establish “Communication Rules” during onboarding. Tell the customer exactly when they will hear from you (e.g., when the proof is sent, when production starts, and when the item is dispatched with tracking). Setting these boundaries reduces administrative “noise” and allows you to stay focused on production.
Q: How can AI help me catch errors in a complex manufacturing order?
A: Use the “What Am I Missing?” AI prompt as your virtual Quality Assurance manager. By pasting the order specs into ChatGPT, the AI can cross-reference details and ask critical questions like: “Have you confirmed the bleed margins for this print size?” or “Is the lead time sufficient for the curing process of this material?”