Upholstery Shop Intake: What to Document at Drop-Off

Shops with a documented intake process have 80% fewer deposit disputes and damage claims than those without one. That's not an estimate, it's the reality of what happens when a client picks up their piece and notices a scratch on the frame. Without intake photos, you have no way to prove the scratch was there at arrival. With intake photos tied to a job number, you pull up the arrival record in 30 seconds and show the client the damage was documented on arrival.

Intake documentation protects your shop. It also makes the client experience more professional, which builds trust before production even starts.

TL;DR

A well-managed upholstery shop tracks every job from intake to delivery with documented status at each stage.
Fabric management, including ordering, receiving, storing, and allocating by job, is operationally the most complex part of running an upholstery shop.
Client communication (status updates, completion photos, delivery scheduling) reduces inbound calls and increases repeat business.
Shops that document their workflow can train new employees faster and maintain consistent quality during growth periods.
Measuring key metrics (jobs per week, average ticket, fabric waste rate) is the foundation of informed business decisions.
Professional shop management tools pay for themselves through reduced errors and faster quoting, typically within the first quarter.

The 12-Item Intake Checklist

These are the 12 items to document for every piece at drop-off:

1. Client name and contact information. Full name, phone, and email. Confirm spelling and preferred contact method.

2. Job number. Assign a job number at intake. Write it on a physical tag and attach it to the piece. Everything, photos, notes, fabric orders, communications, links to this job number.

3. Piece description. Furniture type, style, approximate size. "3-cushion Lawson sofa, approximately 86 inches wide, tufted back, walnut legs." This becomes the job title in your tracking system.

4. Fabric status. Is the client supplying their own fabric (COM), or are you sourcing it? If COM, when will it arrive? If you're sourcing, has fabric been selected and approved?

5. Scope of work. What exactly is being done? Full reupholstery, seat cushion only, fabric only (frame is fine), or foam replacement only? Any frame repairs needed? Document what was quoted and confirmed.

6. Arrival photos, overall view. At minimum: front, back, both sides. Show the full piece in frame. These establish the condition at arrival for every surface.

7. Arrival photos, damage and wear. Close-up shots of any existing damage, stains, scratches, worn areas, or structural issues present at arrival. These are the photos that prevent disputes.

8. Leg and detail condition. Note the condition of legs, feet, casters, and any exposed wood. "Front left leg has pre-existing scratch, noted at intake" entered into the record and shown to the client at drop-off.

9. Any hardware or accessories. Note any cushions, pillows, decorative trim, or detachable elements that arrived with the piece. These need to leave with the piece at pickup.

10. Expected pickup date. Give the client a realistic timeline at intake. "Your estimated pickup date is [date]. We'll contact you when it's ready." Don't over-promise.

11. Quoted price and deposit collected. Note the quoted price and the deposit amount received. The client should leave with a written receipt.

12. Client signature. A brief intake form signed by the client confirms they reviewed the condition documentation and agree to the scope of work and terms.

How to Photograph Furniture at Intake

You don't need special equipment. A phone camera works. What matters is consistency and coverage.

Overall shots (4 required):

Front, slightly angled (about 45 degrees) to show front and one side
Opposite side
Back
Top or overhead, especially for pieces with tufting or decorative tops

Detail shots (take these when present):

Any existing scratches, scuffs, or damage, tight shot, well lit
Worn fabric areas (for context, showing the original wear before you touched it)
Loose joints, broken frame elements, damaged casters
Any pre-existing stains

How to organize the photos:

File them by job number immediately. If you're using your phone, create a folder named with the job number and move the photos there. If you're using shop management software like StitchDesk, upload to the job record directly from the intake screen. Every photo attached to the job record is automatically time-stamped and linked to the job.

The Intake Form

Your intake form doesn't need to be a legal document. It needs to capture the key facts and get a client signature. A simple one-page form covers:

Client name and contact
Job number
Piece description
Scope of work
Fabric source (your fabric or COM)
Existing damage noted (brief description or reference to attached photos)
Quoted price
Deposit amount
Estimated pickup date
Terms: "Any additional repairs identified during disassembly will be quoted before proceeding. Deposit is non-refundable if fabric has been ordered."
Client signature

Print two copies. Client keeps one, you keep one. If you're using software, generate the form digitally and email it to the client.

What to Say at Intake

Intake isn't just paperwork, it's also a brief conversation that sets expectations. A standard intake script covers three things:

Timeline: "Your estimated pickup is around [date]. Once production is complete and passes our quality check, we'll contact you to schedule pickup. If we run into any issues, frame repairs, fabric delays, we'll call you before proceeding."

Status updates: "If you'd like to check status, [here's the portal link / call us at / we'll send you updates at key stages]."

Payment: "Your deposit today is [amount]. The remaining balance of [amount] is due at pickup."

This conversation takes 2 minutes. It eliminates the most common client anxiety points before they become phone calls.

Storing the Piece After Intake

Tag the piece with the job number and move it to the appropriate area of your shop. Most shops have distinct areas for:

Pieces waiting for fabric
Pieces in production
Pieces ready for pickup

If a piece arrives before its fabric, it goes to the fabric-pending area, not the production queue. Don't let pieces accumulate in production spaces while waiting for fabric.

For intake to connect to the rest of your workflow, see the upholstery shop workflow guide. For setting up client-facing status visibility, the customer portal guide for upholstery shops covers the setup and client communication piece.

Frequently Asked Questions

What do I document when a client drops off furniture?

Document 12 items at every intake: client name and contact, job number (assigned at intake), piece description, fabric source and status, confirmed scope of work, overall arrival photos (4 views), close-up photos of any existing damage, leg and hardware condition, accessories included, expected pickup date, quoted price and deposit collected, and a client signature acknowledging the scope and terms. The photos are the most important element, they're your protection against damage claims.

How do I photograph furniture at intake?

Take a minimum of 4 overall shots (front angle, opposite side, back, and top/overhead) and close-ups of any existing damage, wear, or structural issues. Use your phone in good lighting. File photos immediately by job number, either in a phone folder or uploaded directly to your job management software. The time stamp and job number link are what make the photos useful in a dispute. Undated photos sitting in your camera roll are not useful evidence.

What should my upholstery intake form include?

Client name and contact information, job number, piece description, scope of work, fabric source, any existing damage noted, quoted price, deposit amount received, estimated pickup date, terms (including deposit policy for fabric orders), and a client signature. The form should be signed at drop-off, with one copy left with the client. The signed form is your protection against scope disputes and non-payment. Keep it with the job record for the duration of the job.

How do I track multiple jobs at different stages simultaneously?

A job tracking system, whether paper-based or software-based, should give you a clear view of every active job's current stage at a glance. The minimum useful stages are: intake received, fabric ordered, fabric received, work in progress, quality check, ready for pickup/delivery, completed. Software that shows all active jobs on a single dashboard with current stage and due date eliminates the mental overhead of tracking multiple jobs manually.

Sources

National Upholstery Association
Association of Master Upholsterers and Soft Furnishers (AMUSF)
Upholstered Furniture Action Council (UFAC)
Furniture Today (trade publication)

Get Started with StitchDesk

A well-run upholstery shop is built on consistent processes, accurate information, and clear client communication. StitchDesk gives you the tools to manage all three from intake to delivery, without the overhead of paper systems or generic software that does not understand the trade. Start a free trial and see how StitchDesk fits your workflow.