How to take deposits for custom orders in Singapore

If you make things to order, a ring, a dining table, a wedding cake, you spend money and time before the customer has paid in full. A deposit is what makes that fair. Done well, it also filters out customers who aren't serious, and makes collecting the balance much easier.

How much to ask for

There's no single right number, but a common rule is: at least enough to cover the materials you'll buy and the work you'll do before you could stop. For custom jewellery that is often 30–50%. For small, quick orders many businesses simply take full payment upfront.

Whatever you choose, use the same rule for everyone. Consistency is what makes a deposit feel like policy rather than distrust.

Decide when it becomes non-refundable

“Non-refundable” on its own invites arguments. Tie it to a moment the customer controls, like approving the design or confirming the size, and say what happens before that point (for example, a refund minus a fee for design work already done). Also say what happens if you can't deliver: a full refund is the fair answer, and saying so up front builds trust.

Customers in Singapore have reason to be careful about paying in advance: the Consumers Association of Singapore (CASE) has reported sharp rises in losses from businesses closing after taking prepayments. Clear written terms and a proper invoice with your registered business details help show you're not that kind of business.

Get the terms agreed before any work starts

• Put your terms on the deposit invoice itself, not in a separate message sent later.
• Ask the customer to confirm they accept them. A WhatsApp “OK” is better than nothing; a tick box on the payment page, with the time recorded, is better still.
• Only start design work or order materials once the deposit is in your account.

Need a starting point? Our free deposit policy template covers deposits, design approval, refunds, changes and collection. It's not legal advice, so have it checked before relying on it.

Make paying easy and unambiguous

Send a deposit invoice with the exact amount, your business name and UEN, and a clear reference, usually the invoice number. A PayNow QR code with the amount and reference built in means the customer can't type the wrong figure and the payment arrives labelled. Our free PayNow QR generator makes one in seconds.

Collect the balance before handover

The simplest rule is the strongest one: the piece is released when the balance is in your account. Say so in your terms, remind the customer when you tell them it's ready, and send a balance invoice for exactly what's left, with its own QR code.

If the customer goes quiet, a friendly reminder before the due date and another shortly after usually does it. The awkward part is sending them yourself, which is why it helps when a system sends them for you and stops once the payment is confirmed.

If it still goes wrong

Most disputes are avoided by clear terms agreed in writing. If one does escalate, having your terms, the customer's acceptance, your invoices and your payment records together is what gives you a clear account of what was agreed. For consumer disputes, CASE offers mediation, and the Small Claims Tribunals hear many smaller claims. Get proper advice for your situation.

A checklist

1. Choose your deposit rule and use it for everyone.
2. Write terms that say when the deposit becomes non-refundable and what happens if you can't deliver.
3. Put the terms on the deposit invoice and get them accepted before starting.
4. Use a QR with the exact amount and a reference.
5. Release the piece when the balance has arrived, not when a screenshot does.