How To Handle Serial Returners in Your Sewing Store

Every retailer has to handle returns sooner or later. In fact, according to the NRF’s Consumer Returns in the Retail Industry report, merchandise returns total nearly $743 billion annually. 

In a sewing store, they can hit harder than you’d think.

Maybe it’s a customer bringing back fabric that’s already been cut, or someone who regularly buys and returns items. Either way, they can create inventory messes, stress out your team, and take up time you don’t have to spare.

While some returns are expected, the rise in intentional or habitual returns — known as serial returns — is becoming a bigger concern across the industry. In fact, more than 40% of retailers say intentional returns have increased in recent years, and 70% expect the problem to worsen.

Here’s how serial returners impact sewing stores, and what you can do about it.

Why Serial Returners Are a Problem for Sewing Stores

Every sewing store owner knows returns are part of the business. But when they happen too often, they start to chip away at your profits, your time, and your patience.

Unlike big-box retailers that deal in mass-produced items, sewing stores face some unique challenges when it comes to returns:

• Cut yardage usually can’t be resold. Once that bolt is sliced, it’s customized to that shopper. If they bring it back, you’re left with an odd piece that may not match other dye lots and might sit on the shelf for months.
• Custom kits and class materials take time to prep. You or your staff may have spent hours putting together a special order or fabric bundle. When a customer returns that order, you’re losing all that effort, too.
• Returns can damage packaging or bolts. Fabric that’s been folded, unfolded, stuffed in a bag, or exposed to smells and pet hair isn’t always something you can resell at full price, even if it hasn’t been cut.
• High-touch service makes returns labor-intensive. Sewing store staff often spend time helping customers choose fabrics, coordinating colors, planning yardage, or even reviewing patterns together. When an item is returned, it’s hours of relationship-building work that may feel wasted.

Add in limited storage space, tight inventory margins, and the personal nature of your products, and it’s clear that excessive returns hit sewing stores harder than most.

And while some serial returners may also be your most frequent spenders, not every return is worth the cost. That’s especially true when returns are caused by confusion, hesitation, or a poor fit for a customer’s skill level or project goals.

But many of these returns can be reduced or prevented with the right systems in place.

Related Read: 6 Essential Retail Policies for Quilt Store Owners

5 Ways Sewing Stores Can Reduce Serial Returns

So, what can you do to cut down on serial returns without making your customers feel unwelcome? Here are five simple ideas to help you get ahead of the problem.

1. Train Staff To Set Expectations at the Register

Fabric is rarely returnable once it’s cut. Train employees to confidently and kindly explain your return policy before the sale is complete, especially on custom orders, cut fabric, or sale items. 

You can also:

• Print the return policy on receipts.
• Add clear signage near the cutting counter.
• Include a short script at checkout. (e.g., “Just a reminder, fabric that’s been cut can’t be returned unless defective. Let us know if you have any questions.”)

Keeping the message clear and friendly helps prevent confusion down the road.

2. Offer Thoughtful Project Guidance

Sometimes customers buy fabric that doesn’t work for their pattern or skill level, and then they try to return it. 

Help prevent these situations by offering:

• Visual mockups or color-matching help at the cutting table
• Project planning advice (e.g., “You’ll need about two and a half yards if you’re making a twin quilt with a border.”)
• Skill-level guidance (e.g., “This fabric frays easily — it’s gorgeous but better for intermediate sewists.”)

When people trust their purchase, they usually don’t look back.

3. Educate Customers With Product Knowledge

Sometimes a return happens because someone simply bought the wrong thing, like confusing flannel with fleece or thinking precut bundles are returnable once opened.

To help prevent this:

• Post quick fabric guides near popular sections.
• Create tags or shelf talkers that display messages like “nonreturnable once opened” or “ideal for bag-making.”
• Host beginner-friendly demos or classes.

A bit of education can help. When customers understand your products, they’re a lot happier with what they buy.

4. Use Returns As Upselling Opportunities

If a customer does come in with a return, treat it as a second chance. 

For example:

• Suggest an exchange. (e.g., “That fabric didn’t work for your quilt? Let’s find something better together.”)
• Recommend coordinating fabric or thread to complement a swap.
• Offer a store credit instead of a refund, especially for opened or special-order items.

Taking the time to listen and help during a return can build goodwill and guide customers toward something they love.

5. Track Return Patterns & Customer Behavior

Keep an eye on repeat returners by using your point of sale (POS) system to track patterns — especially when it comes to big-ticket items or products that tend to come back more often.

This helps you:

• Spot red flags before a pattern becomes a problem.
• Know when to gently reinforce your return policy.
• Offer alternatives (e.g., a class or tutorial) if a shopper seems unsure.

Some stores also require ID for returns or only offer store credit on certain items, and that’s perfectly okay. Just make sure your policy is clearly posted, easy to understand, and applied consistently.

Related Read: 17 Must-Have Quilt Shop Inventory Software Features

How To Manage Serial Returners Without Losing Loyal Customers

Sure, when it comes to returns, some people might try to take advantage. But most of your customers just want to feel good about what they buy. 

Here are some ways to protect your store while still keeping your shoppers happy:

• Make your return policy super clear. Post it in the store, online, and print it right on receipts. The more people see it, the better.
• Avoid offering refunds on cut fabric or opened kits, but if you can, provide store credit instead. It keeps the customer happy without losing the sale entirely.
• Ask for a receipt when someone returns something. If you use a POS system, you can double-check the original purchase to keep the process smooth.
• Encourage customers to exchange rather than just return. Help them find fabric or supplies that work better for their project.
• Consider charging a small restocking fee for specialty or custom-ordered items. It helps cover your costs when someone changes their mind.

Make Return Tracking Easier With Like Sew

If you’re spending too much time managing returns, exchanges, and customer questions, it’s time to put the right system in place.

Like Sew is an all-in-one POS system built specifically for sewing stores. It helps you:

• Track customer purchases — including fabric cuts, kits, and class registrations — and manage returns more easily.
• Print return policies directly on receipts.
• Offer store credit or exchanges with just a few clicks.
• Keep detailed records to review customer histories and spot trends or frequent returners as needed.

Looking to reduce serial returners and simplify your store’s day-to-day operations? Schedule a demo with Like Sew today to see how it can help.