I Had a Poshmark Return

In the 4+ years that I’ve been selling on Poshmark, I can recall two previous times where I had to deal with a return.

The first return was during my initial months of selling. During this time, you were only limited to 4 photos a listing. I thought that I had described my item as best as I could, and indicated pictures of the flaws. It turns out, the buyer said that there was more wear than I had shown. I tried to fight it, but Poshmark sided with the buyer. Luckily for me, this buyer was an honest Posher, and she had returned the bag in the same condition. She even sent a note explaining her side and advised she still believed that I was a great seller.

My second return was my own fault. It happened two years later. The buyer purchased a blazer, but found it was a 3/4 Sleeve. I never mentioned that detail in my listing. She wanted a full length. I admitted fault and asked Posh to expedite the return. The buyer again was an honest Posher, and she returned the blazer quickly and in the same condition that I sent it. I was able to resell it to another buyer, who had no complaints.

Until now, those were the extent of my returns experiences. No issues, honest buyers, and an easy transaction.

My experience with a Poshmark return - thismommyisreal.com
This past month, I had my first return in years. It was a bit of a frustrating experience. I had received an email from Poshmark stating that a case had been opened because the buyer stated that an item was “broken, damaged or stained.” They mentioned the policy of asking the buyer to describe the issue and sending photos. They also stated that if I wanted to send feedback, I could do so through the app.

I was a bit annoyed. Of course, I had planned to send feedback. However, how could I do so if I didn’t know which of her bundled items had the issue? How could I know what to refute if I had no details about her compliant ? It was a flawed, generic email.

A few days later, I received an email from support again, stating that they had approved the return. I was shocked. They mentioned that the buyer claimed “additional wear” and attached photos, which I finally had access to.  At this point, I was confused. Why did they approve the return without giving me enough details or photos to even refute it? I responded and asked for details. They finally gave me the photos and said the buyer indicated “more wear than described”.

This buyer bought a bundle, and the shirt she stated was the issue was nearly free of charge after the discount. Her claim indicated severe tears at the neckline, which were not shown or described. I was surprised. I would have never sold any items in that condition. The type of tears she indicated were very obvious, so there was no way that it could have been overlooked. Yet, Poshmark approved her return request.

I was appalled. How could it be approved ? I had sent in my rebuttal, but only after I had to request from Support as to why the return was being approved. It wasn’t right. When I responded with my own photos to compare and advise that my items were actually without wear, I was told to wait for the returned package.

When it finally came, I was shocked. The shirt was torn in such a way that it had to be discarded. It had odors. The other top was there, but it also had odors. The third item in the bundle was missing, and in its place was a sweater that did not belong to me. It too has a worn odor.

I immediately alerted Poshmark via the app and in response to the support email. I included my photos again, along with photos of the top that wasn’t mine. I reiterated that the items not in the same condition that I sent, there were evidence of wear (odor), and I received a top that wasn’t sold in my closet (my original top still with the buyer).

After some time, I finally received an email from support. They stated it was hard to tell who was at fault, and many things are overlooked by users. Because they valued me as a user, they gave me my earnings.

Before that email, I had received a satisfaction survey from Poshmark. That seemed premature. How could I have rated them if the case was still open? Needless to say, once the case was officially closed, I ranked the process as not satisfactory.

I believe the returns process remains flawed. Both buyers and sellers need to be treated equally. We as sellers should have a right to know (via Support) what the buyer’s claim is before a decision is made. We should receive details with photos instead of a generalized email. Once proof from the buyer is provided, the seller should be given time to review the claim before the decision has been made. We should be given the opportunity to issue our agreement or provide disagreement with an accompanying statement.

I can see the difficulty in finding the responsible party in cases like this. However, like many sellers, I feel that it heavily supports the buyer. I agree that buyers need security when purchasing online, but not to the extent where they can receive refunds for vague or little details to the seller.

Overall, though I’m dissatisfied with the process, it has not deterred me from selling. I have made a decent number of sales since that return. Every single buyer was pleased and did not file a return request. My buyer satisfaction ratio is still quite high. 3 returns total, 2 of which were “damage” cases. After all this time, it is still a great rate.

Furthermore, it doesn’t change my selling and listing strategies. I will continue to take detailed photos and write descriptions. I won’t let one bad transaction ruin an otherwise positive experience. The cancellation doesn’t appear to potential buyers. Once the transaction was closed, I blocked the buyer and never looked back. There’s no sense in allowing someone like that impact my success.

What are your experiences with the Poshmark return process?

17 thoughts on “I Had a Poshmark Return

  1. I just purchased a NWT Anthropologie kimono that was not a kimono-it was a wrap (albeit a beautiful one) but not what I thought I was buying. The seller used mainly stock photos and her additional two photos, nor her description showed that this item was a shawl.

    I filed a complaint-part of the problem on Poshmark is the lack of clear description or measurements-so 80% of my purchases were clothes that were too big and shoes too small.But, this was not a kimono-I haven’t received a reply yet but rest assured, if a decision is found against me that will be my very last purchase there.
    I’ve made many “final sale” purchases-but this time, I feel taken advantage of; had I had any inkling of a listing discrepancy I would have asked prior to purchase-but what I got was not a kimono

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    • That is too bad and I can understand your frustration – I am always very weary of listings that do not have pics of the actual item. Every listing of mine has my own pics as well as measurements. I also BUY a lot of stuff on Posh and I make sure I check the sellers’ credentials by reading the feedback or anything else on their page. As for things that don’t fit me or not exactly what I expected: I just turn around and sell them right back – that’s my « money back warranty » – even if I loose a few bucks in the process it still is a good deal. Again I hate to hear you had such bad luck…

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  2. This just happened to me, too! I sold something NWT and the buyer complained of a small hole in the package (USPS’s responsibility, and the hole was not more than an inch in size). I had wrapped the item inside as well, and she was claiming that there were small snags on many parts of the piece. There isn’t any way that happened as a result of such a small hole in the package, and it’s the first time I’ve had this problem. This was a NWT, never-worn, flannel For Love and Lemons romper and you know those aren’t cheap. So while I had the chance to refute her claims, she got nasty with me totally unprovoked, and Poshmark resolved the case without giving me any notification! I’m furious, and now that the item is being mailed back to me, I can’t tell if she genuinely damaged it (her “evidence” photos don’t show anything to begin with, so I’m confused as to how they were approved). If she did damage it, I can’t sell it again. Ugh. I have a feeling they are more concerned about keeping the buyers happy than their sellers, because they’re the ones they really end up making money from.

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    • Well I’m not sure about that: if they have no sellers……. then they have no buyers either!! I have to admit I have read (Facebook) many accounts where the buyers were complaining about Posh siding with the sellers – I guess it just depends. As for my NWT item that the customers claimed had been worn and retagged, her “claim” pictures were identical to my listing pictures – so I guess I could have chosen to fight it but I just said I would take it back and resell it. It’s on its way to me: hopefully it will be the same as when it left my house. I hope your romper comes back to you un-damaged as well.

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      • I hope so, and same to you! Thanks. I mostly meant: there will always be people on poshmark who need to sell their used stuff. the alternative options aren’t always great (ThredUp is terrible, Tradesy doesn’t get as much traffic and is high-end only, eBay is unpredictable). but for people who want to buy used stuff, PM knows the buyers have a lot of options, and make money directly from their purchases, so they want to keep them happy. i’m sure there are unfair cases on both ends! but i seem to have read about more situations where the seller gets screwed over.

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  3. Hmmmm… well that doesn’t give me a hot-and-fuzzy feeling!! I just had a buyer open a case against me and the irony is that it’s for a brand new item (NWT) I just purchased at Saks Off 5th… They are distressed jeans (yes, DISTRESSED) but the buyer pretends they have been worn and washed and re-tagged. I had good pics on my listing and the pictures she sent in her “case” are pretty much identical to what was posted. So based on the history I’m reading here it looks like Posh has a tendency to side with the buyer. That is really frustrating: I became a Posh Ambassador last month and have a stellar 5-star rating. I was planning on applying to be a speaker at Poshfest and this might just do the trick: I would have real Posh employees to talk about this instead of just a standard anonymous email!!

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    • It’s definitely really stressful when a case is opened for a pristine item! I think for the most part, Posh does tend to side with the buyer. However, there are cases, like mine, where they paid both the buyer and the seller. It’s a frustrating process, but I’ve heard that it has improved with time. Since publication of this article, I have had a 4 star rating in addition to a previous 3 star. In the end, it didn’t matter. I think it’s great to use your attendance at Poshfest to talk about the returns process. I know they’re aware that it causes a lot of pain, but things only get better when grievances and solutions are discussed at length. Good luck, and I hope this results in a fair solution. Have fun at Poshfest!

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  4. I’m convinced this person is a scam artist. Check out her comments and photos on her meet the Posher listing: @misreel
    At first I thought of course I would refund her. But then I saw her photos and thought more about her motives and there’s NO WAY the damage happened naturally. Her latest comment is trying to make me feel guilty. I keep telling her to contact Poshmark and the fact that she hasn’t is telling.

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  5. I need advice! I recently sold a pair of J.Crew flats and the buyer came back and said the soles completely disintegrated. She posted photos and I find it so hard to believe that they came to be that way naturally. I can’t help but think, being the cynic than I am, that she just didn’t like them and decided to make it look like they fell apart. I don’t want to go to war over a pair of flats that I only made $22 on but at the same time this woman could be completely trying to pull a fast one. She’s brand new to Poshmark, doesn’t have anything for sale, comes across as honest but the photos are just bizarre to me. Now she wants a refund and I do not feel comfortable sending her a personal check. I contacted Poshmark and they said the usual things about going through the proper channels. I’m wondering if I should just bypass them, bite the bullet and just send her a personal check even though I don’t necessarily believe what this woman is saying. Help!

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    • Do not engage with her outside of the app. If she has accepted the shipment, then she forfeits any recourse for refunds. If she has not accepted the shipment, then she does have the right to file a claim with Poshmark via the app.

      As a seller, you do not have to engage with her outside of this process. You should especially avoid sending her any funds directly ! You are not protected, and sending anyone your personal check is very risky. It could be a scam.

      If this were me, I would advise to her that any issues with the shipment should only be handled directly via the app, with Poshmark support staff. She should use the Poshmark process to file for any refund. At that point, she will be asked to provide details and photos, and you can refute the charges with your own information.

      If you want to bypass that and are willing to take the loss, you can always respond during the claim process that you agree to refund her money.

      Im sorry that this happened, and hope that it doesn’t deter you from the positive experiences that Poshmark offers! Good luck !

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      • Thank you so much for your quick response! I’m happy to hear that my original feelings are justified in that I shouldn’t deal with her directly. I’m always going to stand by what I sell but check out her photos and you’ll see why I’m having a hard time believing this. Plus I have lots of J.Crew flats and have never had this issue and have never heard of anyone having such an issue. She’s @misreel. She posted the photos in her Meet the Posher listing. You’ll see my comments as well.

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      • Meant to add that she said this happened after she wore them once. She also pointed out that her office is carpeted.

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      • Did she accept her order ? If she did, then there is no recourse for refunds. You should never go outside the app or try to issue monetary compensation on your own.

        If she really has issue with it, then she should contact Poshmark support. They’ll handle it from there. You can always just say you are simply following Posh procedures.

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      • Yes she accepted. According to her timeline through her comments she did not wear them until a few days after she accepted. I did leave her comments regarding the Poshmark policy and said I would see what I could do on my end but I haven’t heard from her since yesterday morning I believe.

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  6. I know this was a few months ago, but they’ve updated their return process so now when a case is opened, its transparent to both the buyer and seller. For example, I just had to open a case because the seller switched labels and I got the wrong item. Which I did, and the seller was notified a case was opened, she was able to see what I wrote, plus any photos I included.

    And when the seller responds, the buyer too can see what they say, photos etc. which is as it should be. I’ve seen too many others post about how thye got a return request, and the reason was vague, so they had no clue exactly what the issue was. Thankfully I’ve only had one return in close to 3 years selling, totally my fault, and being able to see exactly what the seller posted, and said was helpful.

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  7. From personal experience Postmark has horrible support. I’m a frequent buyer (never actually sold anything although I really should). One time my account was deactivated-I still never really got a reason for it other than I bought too much in a short amount of time. When I contacted them through email (there’s no number) they wanted me to verify all of this credit card and bank information, although my paypal account is verified. I was like I’m not sending you any of these stuff. I use Paypal for a reason, Paypal can ask me for verification if they want. I finally just shamed them on their Facebook page for them to re-activate my account.

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