In the last few months, one of the more popular posts on this blog has been “I Had a Poshmark Return”. As a seller, it’s in inevitable to have a case. No matter the reason, it’s always frustrating! Since that last post, I’ve had a total of six cases. In the span of a year, that’s a pretty low amount of cases. Half of them were my fault. The other three were issues that I felt that buyer brought up due to either buyer’s remorse or fit. Out of these three, one buyer won, and the other two cancelled their cases and kept the items.
It’s important to handle all cases, no matter the reason with a calm, professional tone. Each of these cases were different, but I always directed my comments towards Poshmark and kept my responses based on fact. Here is how I handled each of my Poshmark return cases:
The Cases Where I Was At Fault
Poshmark has this one phrase they use whenever a case is closed in the buyer’s favor: “Rest assured, we understand that this was likely an honest oversight and know these things happen from time to time. One of the Posh Tips we like to share with our sellers is to be extra descriptive in the listing to avoid any possible concerns regarding condition and to best set their buyer’s expectations.”
As frustrating as that statement can be, there is truth to it. There’s always a chance that we may miss something. It’s unintentional, but it happens. In two cases, I wrote down the wrong size in the descriptions. In the third case, the buyer asked if there was a defect in a certain area of the item. I said no. She received them, and stated the defect was there. I requested for more information, and she provided it. I accepted the return because I didn’t have photos or any recollection to state that it wasn’t.
In all of these three cases, I realized immediately that the error was on my side. I can understand the disappointment on the buyer’s side as well, especially when these things could have been avoided up front. In these situations, the resolution is simple; I direct my response to Poshmark:
“Poshmark Team, I appreciate that the buyer has brought this to my attention. I have reviewed the listing, and agree with their findings. The item does seem to [State issue with item]. I sincerely apologize for the inconvenience and accept the return. Please consider this as my acceptance of the return and process the return label accordingly. Thank you.
The Case of “NWT but Not”
The item was described as a NWT dress with one slight flaw. The only flaw was that the interior material label was discolored. However, the tags were intact and the dress was otherwise flawless. Upon receipt of the dress, the buyer maintained that I had sold her a used dress because of the label discoloration. She stated that it was obvious that the dress had been worn, washed and the tag had been reattached.
As a seller, we feel provoked to act out against a statement like this. Who has the time to do all of that? I don’t personally own a tag machine. Why would a seller risk their business with such dishonesty?
In cases like this, the original listing is absolutely crucial. Because the dress was not in pristine condition, I included a close-up photo of it, a photo with the tag on the dress, and ensured that the description clearly stated this issue.
I never contact the buyer directly, nor address them directly in the case chat:
“Hi Poshmark Team, I’m sorry to hear that the buyer is dissatisfied with their purchase. However, I disagree with their statement regarding the condition of the dress. The original listing included a photo of the discolored tag, and described it accordingly. I have never worn or washed this NWT dress, which was purchased in this condition. Photos are attached for viewing.”
It’s hard to determine when this is enough. It’s even difficult to refute something like this, because your statement could incite unwanted actions from the buyer. Again, it is important to only state facts, and address Poshmark in the case chat .While it’s never guaranteed that you’ll win, it’s best to keep things short and professional. In this case, I was lucky – the buyer loved the dress so much that they decided to keep it.
The Case of the Accidental Buy
One thing that I always do is confirm the sale. Once the buyer purchases an item, I follow up with a thank you, stating when their specific item is expected to ship. In this case, the buyer opened a case upon receipt of the item. She had not opened the package and stated that it was an accidental buy and wanted a return. In this case, I chose to direct my questioning to the buyer. In it, I included the screenshot of my purchase confirmation. More importantly, I included a screenshot of her response thanking me for the update. She stated she confused her shipments and she never intended to buy the item. For some reason, she changed her mind before Poshmark even responded and kept the item. It’s difficult to know how Poshmark would have responded here, but it’s important to show that as a seller, I confirmed the shipment, and followed through on my part of the transaction. There was nothing else that I could have done to prove that this was a legitimate transaction in my view.
The Accusatory Buyer
By far, this was one of the most difficult cases that I’ve come across. In this case, I sold a sweater that was one of those “in-between” sizes. It was marked by the manufacturer as a “M/L”, which of course, is not an option in listings. I indicated “medium” as the size, included a picture of the tag, but made the mistake of not including the “M/L” part in the description.
The buyer opened a case not too long after receipt. They first stated that the sweater was worn more than I had stated, as it didn’t fit right. It appeared to be completely loose and “stretched out”, and not the size as advertised. I advised in the case chat to Poshmark that it was a dolman type of sweater, and that the fit was boxy and sized as “M/L”. At that point, the conversation escalated quickly. The buyer became very agitated with my statement and then stated the sweater was “filthy”. She mentioned it was “obviously worn and stained, never washed, and had a very strong, offensive odor”.
When someone states that you purposely sold them a dirty item, it’s difficult not to be defensive. But, this is where professionalism matters the most. I addressed Poshmark advising that I sold a pre-owned item in good, clean condition, free from excessive wear or staining. It was washed and hung to dry prior to being listed, and there were no odors.
The buyer was very aggravated. The situation escalated and she insisted that I was lying over and over again. She stated that the odor from the sweater was so offensive that it had to be double packaged and put in a completely closed off room since it was causing her to have a reaction to it.
At this point, there’s nothing much we can do as sellers. In fact, answering and addressing this type of behavior won’t help the situation. Unfortunately, “odor” is something that can impact your case. It’s difficult for Poshmark to determine whether or not it exists since they can only rely on what each party states. The only thing I could do was maintain my position that I sold the sweater in the condition that was stated.
In the end, Poshmark sided with the buyer. They never addressed her complaints about odor, stains or condition. Instead, they utilized the fact that my “description” was not complete. Despite the facts that Poshmark does not include dual size option, and that I included a photo of the actual tag, they stated that I didn’t accurately represent the sizing. Had I actually listed “medium/large” in the description itself, it may have helped my case. When I received the sweater, it was in the same condition that I shipped it in, without any staining or odors whatsoever.
Given these experiences, I’ve determined 5 Tips for Poshmark Return Cases. While they won’t guarantee a case in your favor, they will help defend your case, keep things professional, and hopefully, allow Poshmark to process the decision promptly.
- Retain the details of your item. Prep your listings to include clear photos and descriptions of sizing, flaws, and anything else that a buyer may have wanted to know about the item. Some people opt to keep videos on hand of higher end / rare items. Keep these on hand and do not delete them until the item has been accepted.
- Communication is key! Purchase confirmations are important; Always confirm the sale once the seller purchases. Thank them and include the timing of when the item will ship (be sure to follow that timeline!). If during packaging, you notice a flaw or something that wasn’t in the listing, contact the buyer first before shipping. Get their confirmation on whether they want to continue with the sale or not. Once they confirm, keep the screenshots of where you indicated the additional condition and their confirmation. It’s best if you have photos. If you’re running into a delay on shipment, contact the buyer and let them know. Keep a screenshot of this interaction.
- Address Poshmark, and not the buyer. If a case opens, address Poshmark, and not the buyer. This will help keep things professional and keep personal feelings out of it. Do not try to handle this outside of Poshmark, or outside of the case chat. If you choose to do so, it could negatively impact the outcome of the case.
- Keep the emotion and personal feelings out of the conversation! This is a business transaction. It can feel very personal, but the reality is, you can’t handle these things based on emotion. State facts only and support your case with photos and screenshots. If the buyer responds to your statements, your response should only state the facts. Do not engage in other conversation to “defend” your business or your reputation.
- Handle the case resolution appropriately. If the case doesn’t end your way, don’t take it to heart! If you agree with the results, apologize to the buyer and move on. If the case ends up in the buyer’s favor, wait for the return and inspect the item closely. Ensure it is in the exact same condition in which you sent it in. If it is not, utilize the option to contact Poshmark and advise the problem. Again, you’ll need clear photos and facts to help Poshmark determine if you should be compensated. Refer to my previous return post on my experience with this.
Again, cases can happen from time to time, and are generally not reflective of your success as a seller. What other tips do you have for return cases?
Leave your Poshmark closet in the comments! Please visit jenn_sd and say hello!