What to Do When A Case is Opened Against You on Poshmark
When someone opens a case against you on Poshmark, you might be shocked and wonder what’s your next step. What can do to make sure you are heard and try to win the case?
In this post, I’ll share with you what you can do when a Poshmark case is opened to give you the best chance of a fair resolution.
Disclosure: This post contains affiliate links. This means that I may receive compensation when you click on a product link or purchase an item linked on this site. Click here for details.
***If you don’t have a Poshmark account, you can receive a free $10 bonus when you sign up with my code SFGIRL2015. Amount may vary by promotion.***
***On Mercari, you can get $10 when you sign up with the code JENMHM.
1 | Evaluate the reason for the return request
Before you respond, evaluate the reason for the buyer’s return request. Do they have a legitimate reason?
Sometimes sellers (including me) make mistakes. If you the seller were in the wrong and the return request is for a legitimate reason, you can simply respond in the case comments that you accept the return.
Examples of seller errors:
Sent the wrong size
Sent the wrong item
Undisclosed wear or damage (no matter how small it is)
The item is different than the stock photo used.
Once you state that you accept the return, Poshmark will provide the buyer a return shipping label. The buyer has only a few days to ship the item. When you receive the item back, check it to make sure it’s in the same condition as when you sent it. If not, you can open a counter case.
Returns allowed under Poshmark policy
2 | Respond to the case
If you feel the reason for the return request is unreasonable, respond to the case to ensure your side is heard.
You might know that the reason does not qualify for a return under Poshmark policy. Still reply and provide that policy for the Poshmark employee to note.
Examples of reasons that don’t qualify for a return:
The item doesn’t fit.
The buyer does not like the item.
The buyer changed her mind about the item.
The buyer found the item cheaper elsewhere.
There will be times when you hear a buyer’s reasons and you don’t know how Poshmark will rule. It could go in the buyer’s favor or the seller’s favor.
Examples of reasons that could go either way:
The color of the item doesn’t match the pictures or what was described.
The given measurements don’t match the buyer’s measurements.
The buyer suspects the item is counterfeit.
The item smells.
The item is shrunken.
In these cases, reply stating your reasons for the sale being legitimate and add pictures if necessary. Poshmark allows four pictures, but sometimes employees will ask for more.
Tips
#1 Respond to Poshmark and not the buyer
Add your comments as though you are speaking to the Poshmark employee. If you respond to the buyer, it could devolve into an argument as you already both disagree about the item.
#2 Be professional
Provide a professional response. While Poshmark has not stated this, it’s likely all cases and comments are retained in a user’s history. So if someone opens a case against you in the future, you don’t want the Poshmark employee to look back at your history and see arguments and ugly comments associated with you.
Also, if you’re selling as a business, you’ll want to keep up a professional image of your business. The buyer can screenshot negative comments and publicize any bad behavior.
#3 Provide additional pictures
You may have pictures of the item not shown in the original listing. Submit these if you think it will help your case.
You could also state that you have a video of the condition and packaging the item. Then send that video to Poshmark via email with the case reference information.
#4 Cite Poshmark policy
Buyers often open a case because an item doesn’t fit. They may not know that they cannot return items due to fit. When commenting on the case, paraphrase or copy and paste that portion of the policy to remind the Facebook employee of it.
Returns not allowed under Poshmark policy
#5 Use stock photos and retail listings if necessary
If the return is due to something questionable about the item, research the item online to pull up stock photos and retail descriptions of the items. Here are some examples:
A buyer opened a case stating that the hem of a dress was cut (raw) rather than finished. The seller pulled up a stock image of the dress online showing that the hem was manufactured that way. There was no alteration or deception in the sale of the dress.
A buyer opened a case stating that a sweater must be counterfeit because the inner label said it was made in China, but all items by that company are made in the US. The seller pulled up a retail site listing indicating that the item was imported.
I once had a buyer open a case stating that the jeans were missing a rivet. I accepted the return but upon finding a stock image of the item found that it was not missing a rivet at all. I should have looked prior to responding and added that stock photo to my comments.
Example responses
Case: The item does not fit.
Response: I’m sorry the item did not work out for the buyer. Per Poshmark policy, items cannot be returned because they don’t fit. The buyer is welcome to reposh the item using my pictures.
Case: The item is a different color from the pictures.
Response: The item was photographed in natural light and accurately reflects the color of the item. The item is red and was listed as red. Minor variations in color perception may be due to differences between various computer and phone displays.
Case: The item is shrunken.
Response: The item was listed as the size on the dress. Measurements were included in the listing OR the buyer did not request additional information or measurements about the item.
3 | Check the returned item
I’ve heard of sellers receiving returns that were damaged in some way.
A new with tag item had the tag removed.
The item has new marks or cuts on it.
The seller receives a completely different item.
Most buyers are honest people who want what they purchase, but there are scammers out there that do things like this. If this happens to you, open a counter case advocating to be reimbursed the full cost of the item or sale. And follow these tips to avoid cases and these tips to protect yourself in the future.
Q&A
What happens when a buyer opens a case on Poshmark?
When a buyer opens a case, she submits a reason and evidence for the return request. The seller receives a notification of the case and can provide her response. A Poshmark employee decides the outcome of the case. Outcomes are typically return approved, denied, or funds released to both parties.
How do you respond to an open case on Poshmark?
In most instances, you should provide a response to an open case. Respond 1) addressing Poshmark 2) professionally 3) providing evidence in your favor 4) citing Poshmark policy if it applies. You can also respond that you accept the request for a return if you do.
How long do Poshmark cases take?
Cases typically take 1-2 days to resolve. They may take longer if the case goes over a weekend or Poshmark requests more information or pictures from either party.
Who pays for return shipping on Poshmark?
Poshmark pays for shipping on returned items. The buyer and the seller do not pay.
What do you do if you want to return one item in a bundle?
Poshmark doesn’t allow returns of one item in a bundle or a partial refund. If the case is approved, the whole bundle must be returned. Sometimes Poshmark will provide a small credit to your account that you can use on a future PM purchase.
Will an open case affect my Poshmark closet?
There’s no harm in having a case opened against you or accepting a return. Returns are a part of selling. Do your best to address the case and see it resolved, then move on to making more sales.
Helpful Reader Comments
Some readers provided tips for handling open cases as well:
C said: I had an open case with a Gucci watch not working when it arrived to my buyer but I made contact daily to apologize and offer my assistance. After two days at a jewelry store, it was fixed. I offered to pay seeing it was just a special battery and that one had stopped when it flew on FedEx, so my advice to anyone is to just stay calm and stay in contact. Buyers like to know you’re sincere. She immediately dropped the case and I was paid out with no delay.
J said: I believe it has happened to me on a few occasions. Each time I just try to think beyond that incident and not feel less of myself based on this open case which does not represent the whole person that I am. I remind myself that not one of these people in Poshmark really knows me personally or at all. This is business to be handled like a professional in hopes of the person returning or at least recognizing that I’m not taking it personal, and I greatly appreciate them as a customer or buyer and that’s all.
These tips highlight that sellers sometimes go above and beyond for our customers and we do appreciate them!
I hope this helps you get any open cases resolved quickly and fairly. Let me know if you have any questions!
Related posts:
