By Mohit Patel, Marketing Specialist, Tailor Size Guide
Returns & CX Mar 18, 2027 5 min read
How to Handle Serial Returners
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Add Tailor Size Guide as a preferred source on Google2-5% of customers drive 30-50% of returns. Serial returners hurt margin. Identify them, then choose: educate, charge, or restrict.
The Chart
| Tier | Behavior | Response |
|---|---|---|
| Light (2-3 returns/year) | Normal | Standard service |
| Heavy (5-10 returns/year) | Pattern | Email check-in 'help find right fit?' |
| Serial (>10 returns or >50% rate) | Cost center | Charge restocking fee, or restrict free returns |
| Bracketing | Buys 3+ sizes, returns most | Limit free returns to 1 size per item |
| Suspected fraud | Returns with damage signs | Manual review, refuse if pattern |
FAQs
Legal to ban customers?
Yes, in most places. Right of merchant to refuse service. Document the pattern. Communicate clearly via email. Some jurisdictions require notice.
Tools for identification?
Loop, Returnly track per-customer return rate. Shopify admin segmentation. Manual flag in CRM (Klaviyo / Hubspot) for support follow-up.
Need this on your store?
Tailor Size Guide ships pre-built size charts for Shopify.