The Seam Maker Handbook
Please take the time to read through this handbook carefully. If you have any questions at any point, don’t hesitate to get in touch.
By working with The Seam and accepting customer projects, you agree to adhere to all terms and conditions outlined in this handbook.
We’ll notify you by email whenever updates are made, so please keep an eye on your inbox.
Last Updated 12.11.2024
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Introduction: What we do for you...
The Seam’s ethos has always been to put our Makers at the forefront, and work to ensure that our business offers well paid, meaningful work and fair treatment for all.
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We tailor your workload to fit your skill set and availability and we provide safe payments for all of your bookings. Just remember to always take payment first, before starting any work.
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In order for us to keep The Seam secure, it’s important that you insist on customers contacting you only through the platform, and keep all communications within The Seam’s chat function. You must also ensure all payments are processed through the platform. We make it easy to update pricing and request additional customer payments when your quote changes. In cases where payments and communications are taken off of the platform, we’re unable to offer assistance and support in case things go wrong in a customer booking.
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We’re always working on bringing you more, regular work, that’s why we’ve partnered with brands such as Net-A-Porter, The Outnet, Adidas, Sezanne, Rat & Boa, COS, etc.
Build a winning profile
Sign up with your full name, not your business name. Your bio should be around 100 characters. Keep it short and sweet, and write in the third person (i.e. “Megan Smith is an expert tailor” instead of “I’m Megan and I’m an expert tailor”). Try to include the following:
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Your area(s) of specialism (i.e. footwear repairs, knitwear darning, bridal alterations, etc)
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Number of years’ experience
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Any relevant education or training
If your address changes at any point, please change it on the platform AND message our support team.
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We are building more in depth profiles for Makers, curated by The Seam, to help build customer trust. We'll use the information shared by you when you sign up for The Seam to build your extended profile.
Customer communication
Great customer communication is essential for all Makers. Please make sure to:​
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Proofread your messages before sending.
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Always be friendly and professional.
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Answer all customer queries within 24hrs.
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Avoid to take bookings outside of the platform even if the customer insists. We can’t offer any support if a booking isn’t completed through the platform.
Introductory message for a new booking
Here is an example of a great introductory message to a new booking:
Hi [Customer Name], Welcome! I’m Maker [MAKER NAME], a <SKILL> Specialist at The Seam, and I’m delighted to be working on your project.
Based on the information you provided, I’ve prepared a quote of [£££], which includes The Seam service fee. This quote covers [SERVICE(S)]. To give you an idea of my work, I’ve included some picture examples of my previous projects.
The estimated turnaround time for this project is [DAYS/WEEKS] from the date of item receipt.To proceed, please click on the checkout button below to complete the payment. Once payment is confirmed, you’ll receive an email with the address to send your item(s) to.
For a more detailed overview of best booking practices, watch The Seam’s latest Maker workshop on conversion strategies:
Managing customer expectations
It is important for Makers to be able to manage customer expectations for their bookings, especially for repair and restoration projects. Please always show customers pictures of relevant previous work that showcases a realistic outcome for the customers booking. This is especially important when you cannot guarantee an invisible repair.
Our guide to pricing
It’s important to us that, as a Maker with The Seam, you always feel fairly compensated for your work and skillset. We’ve also found that pricing transparently, and offering relevant estimates to customers upfront is more likely to generate repeat bookings.
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When you’re providing a quote to a customer, please use our pricing guidelines (see here). For basic alterations and repairs, such as trouser hemming or seam tears, prices should be in accordance with our price list. In cases where the service has added complexity (such as a blind hem or delicate material), please explain to the customer the reason for the price differentiation.
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Per-hour pricing is only recommended for bespoke customisations and made-to-measure projects. When receiving a booking, please give the customer an approximate quote based on the pictures they provide, and take payment as soon as possible.
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If you receive an item that needs more work than expected or there’s some sourcing of materials needed that will increase the cost, inform the customer and await their approval. If they agree to the new price you can add the extra cost on the booking by setting a new price. As long as the first price has been paid you just set the new price for the extra. If the original price has not been paid the new price will void the old one and you have to set a new full price.
Keeping The Seam Updated
If you’re unable to take on work due to holiday, personal leave, or limited capacity, please let us know as soon as possible. You can request to have your account temporarily paused by using the “Pause Account” feature in the Your Account section. This helps us manage bookings effectively and ensures customers aren’t left waiting. Keeping us informed allows us to maintain a smooth experience for both you and our customers.
Customer fittings
When accepting an alteration or made-to-measure project, a customer fitting usually has to be arranged. The customer may choose to have you visit their home (for which an additional charge applies, to compensate your travel time), or the customer may opt to visit your studio.
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We only advise allowing customers to come to you if you work from a professional studio or have a home studio which is seperate from any living space within your home. We do not allow Makers to hold fittings from their bedroom, for safety and professionalism.
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When visiting a customer’s home for a fitting, please wear your branded measuring tape and The Seam tote bag. Make sure to always be on time for your fittings, if you are running late make the customer aware of this as soon as possible.
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For simpler services, such as sleeve and trouser hemmings, a remote fitting can be arranged where the Maker walks the customer through how to measure the garment on themselves and mark to where they want it altered. The customer can then have the item posted to the Maker to complete the alteration. This service is not advised for more complicated alterations.
Deadline &
turnaround times
Our recommended turnaround time for simple and standard bookings (such as trouser hemming, dress alterations, moth hole repairs and footwear repairs) is 7 working days from when you receive the item.
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If a project’s complexity means it will take longer than 7 workings days, it’s important to communicate this to the customer early on in the booking process. Customers are usually understanding of turnaround times when they are communicated in advance of the project.
Do not accept a booking on The Seam if you are fully booked and will therefore need to push the start date of project, requiring it to exceed 7 working days.
Quality Control
Always make sure to take before and after pictures for each item you work on. This practice makes it easier for us to keep a high quality standard and support you in the case of a customer complaint. Before pictures are uploaded when you click 'item received' to check in your garments in the booking chat. After pictures are uploaded when you click 'ready to return'.
Packaging
Makers working with The Seam have to follow our packaging rules and guidelines. Below are a list of all the components you need for a The Seam booking:
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Hangtags (provided by The Seam)
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Flyers (provided by The Seam)
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Tissue paper
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Stickers/Clear tape
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Kraft Postbags
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Bubble wrap (for shoes & handbags only)
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Please use these for every The seam-booking you complete (post bags not necessary for at-home visits). We ask all Makers to defer from adding their own business card to any finished booking. You can see how to use our packaging in a short video at the link below. Links to approved packaging provider can be found here.
Make sure you keep an eye on your packaging stock so you don't run out of any components.
Insurance - It is your responsibility!
Insurance for Items:
All Makers working with The Seam are fully responsible for maintaining valid, relevant business insurance for the entire duration of their time on the platform. This insurance must be appropriate to the services being offered and must include cover for the full value of any customer items in your care. We will check your insurance policy during onboarding and carry out regular checks to ensure it remains active. Any Maker found to be operating without valid insurance will be immediately removed from the network. Should a customer’s item be lost or damaged during this time, full liability will fall on you personally.
Liability for customer items is shared across stages as follows:
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While with the customer: Customer liability
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In transit to the Maker: Postal service liability
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While with the Maker: Maker’s liability
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In return transit: Maker must insure appropriately; liability then transfers to the postal service
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Once returned: Customer liability resumes
Insurance for Fittings:
If you are meeting customers in person—whether at your own studio or in their home—you must have active Public Liability Insurance. This cover is essential as it protects you in the event that a customer is injured or their property is damaged during a fitting or appointment. Without it, you are personally liable for any claims that may arise. Public Liability Insurance is a standard requirement for any professional providing face-to-face services and is mandatory for all Makers offering in-person fittings or attending events on behalf of The Seam.
Postage & Liability
At The Seam, our role is to connect you with customers and provide tools that make your transactions easier. However, it's important to understand that once a booking is confirmed, the business agreement is between you (the Maker) and the customer. This includes postage and handling of the customer's items.
The Seam is not liable for any loss, damage, or delays that occur during postage.
We trust you, our Makers, to handle items with care and to use reliable shipping methods, and we’ve built systems to help make that part of your service seamless—but responsibility for postage lies with you and your customer.
Key Points
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Once you set your service price, customers choose how to send their items:
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In-person drop-off/fitting or Postage
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Customers also choose how they'd like their item returned:
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In-person collection (Free) or Postage
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If the customer selects Royal Mail return:
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You’ll receive £9.95 to cover return postage.
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You must use Royal Mail Special Delivery (insured).
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Tracked 24 and Tracked 48 are no longer allowed.
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For the best value, we recommend booking Special Delivery via the Royal Mail website rather than at the Post Office.
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Important: Postage is part of your agreement with the customer.
The Seam is not responsible for any postage issues (loss, damage, delays).
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Customer complaints
When dealing with customer complaints, a Makers primary goal is to ensure customer satisfaction. As a business owner and service provider, Making sure customers leave with a positive impression of their interaction with you is important.Firstly, it’s crucial to acknowledge and listen to the customer’s concerns.
Always respond within 24 hours to their messages and actively listen to their perspective. Avoid letting the criticism make you defensive. Even if the issue wasn’t entirely your fault, a sincere apology for any inconvenience caused goes a long way.Next, thoroughly investigate the issue. Examine the completed work, compare it to the original instructions and expectations, and gather all relevant information. Determine the root cause of the issue: was there a miscommunication, or was there an error in workmanship?
Once you understand the issue, propose a solution that addresses the customer’s concerns. This could involve offering to re-do the work, give a partial refund, or in some cases, a full refund. Clearly communicate the proposed solution to the customer and ensure they understand the process.Implement the agreed-upon solution promptly and professionally, maintaining clear and consistent communication with the customer throughout the resolution process.
If the customer needs a partial or full refund, contact The Seam to start the refund process.If the customer remains unsatisfied with the proposed solution or the resolution process, they may escalate the issue by contacting The Seam Support. In these cases, The Seam will conduct an investigation into the issue, looking at pictures of the item, booking comms and hear the Makers and customers explanation of the issue. At the end we will propose a fair solution to the problem. A proposed solution is not mandatory for Makers to follow, but failure to do so may result in suspension our a reduction in assigned bookings until the issue is resolved.
By following these guidelines, you can effectively manage customer complaints, maintain a positive reputation, and build strong relationships with your clients.