What should I do on Etsy if a custom order was approved but the proof had a typo?

Hi! Since the wording you used doesn’t match what the buyer originally requested (even though they approved the proof), the safest and most “Etsy-proof” move is to message them immediately, own the mistake clearly, and give them simple options—because if they receive something they didn’t intend to order, it can still turn into a bad review or an “item not as described” situation even with proof approval.

Here’s a clean way to handle it (and what I’d do in your shoes):

1. Message them ASAP (before shipping)
   Keep it short and solution-focused:

• Acknowledge you noticed the mismatch.
• Apologize and take responsibility (don’t blame their messages being split up).
• Present 2–3 options and ask what they prefer.

1. Offer options that protect you
   Good options (pick the ones you can actually deliver):

• Remake + ship the corrected sign (best for long-term shop health).
  If it’s your error, this is the option most likely to prevent a case/review issue. You can also ask if they have a deadline and confirm a new ship date.

• Buyer keeps the “wrong wording” sign + you offer a partial refund (only if they explicitly agree in Etsy messages).
  This works if the sign is still usable to them. Get a clear “Yes, I want to keep it as-is for X refund” in Etsy Messages.

• Cancel and full refund (if remake is truly not workable).
  This is the cleanest “we’re done here” option if you can’t remake without taking a big loss and you haven’t shipped yet. It avoids the risk of sending something they don’t want.

If you want to propose a middle ground, you can offer remake at a discount (for example: you cover materials, they cover part of the remake/shipping), but be aware: some buyers won’t feel they should pay anything when the wording differs from what they requested.

1. Keep everything documented in Etsy Messages
   Whatever they choose, confirm the final wording and the agreed solution in one message thread. If you remake, restate the exact top line text so there’s no ambiguity.

2. What I would not do

• Don’t ship it and hope they’re fine with it. That’s when it turns into refunds, replacements, and stress later.
• Don’t rely on “proof approved” as your only defense. It helps, but if the final item doesn’t match what they asked for, you’re still exposed.

If you paste the exact original wording they sent vs. what’s on the proof, I can help you choose the least painful option and even draft a message that sounds professional (and won’t escalate the situation).