Ugh, that feeling you get in the pit of your stomach when you receive a notification from the Poshmark app stating a buyer has opened a case. This is also known as a Poshmark case in review.
Just when you are ready to cash out your earnings, there’s a speed bump in the road. Unfortunately, there are bound to be hiccups when working with customers and selling consumer goods. Just know that you are not alone!
As a seller on Poshmark since 2016, I have had multiple cases opened against me. Full transparency: I've lost some and I've won some.
I'm taking the experience and lessons that I've learned and sharing them with you so you can get the right outcome on your Poshmark case in review.
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1. Write A Response
When a Poshmark case is opened against you for a purchase, a chat is opened between the seller, buyer, and a Poshmark representative. The first step in responding to this chat involves putting on your professionalism hat.
After all, a buyer opening a case is not personal. Disputes on Poshmark are strictly business and should be treated as such. When you respond, know that the buyer and Poshmark are able to see the full response.
Err on the side of your response being directed towards Poshmark. After all, they’re the ones making the final decision. It is up to you whether you want to address the buyer in your response at all.
If you choose to respond to the buyer, remain impartial and apologetic. This is even if you think the dispute has no merit. And no, apologizing does not mean you are admitting fault.
You can phrase it as something along the lines of, “I’m sorry to hear that you would like to return this item”.
It is generally not in your best interest to address the buyer directly other than a short apology statement to avoid any further confrontation or issues. In your response to the Poshmark rep, state facts only. Not feelings.
If you truly feel the buyer is in the wrong for opening this case, present all of the facts that support your side.
2. Provide Facts And Evidence
As a part of presenting facts with your argument, you need to provide evidence. This may be in the form of pictures or written text.
If the buyer claims the item is shrunken, provide pictures of measurements along with stating the measurements you provided in the description.
Maybe your buyer is claiming you sold a counterfeit item. To combat this claim, provide pictures of the brand tag or logo, any care tags, style numbers, or serial numbers on the item. Additionally, if you have any receipts or authenticity evidence, provide these in the chat too.
If the buyer claims the item is damaged, provide pictures and reiterate where in your description you disclosed the claimed flaws. Or, if you believe the buyer may have created a new flaw, point towards evidence in your pictures that the prove the defect was not present prior.
Or, maybe the buyer states the item such as a beauty product, book, or home goods item arrived broken or damaged. In this scenario, provide details about how the item was packaged demonstrating your best attempt to prevent such errors.
Addressing a claim for a broken or damaged item may be one exception to address the buyer directly. If this occurrs, you can politely ask the buyer if they can provide pictures showing how the item was packaged. Explain that if the error is due to a shipping carrier mistake, both the seller and buyer are able to receive a refund.
3. Use Poshmark Policy
The strongest evidence to back up your Poshmark case in review is by using Poshmark’s own return policy. This is especially for disputes buyers open due to the item not fitting, or if the buyer changed their mind.
Let’s say the buyer opens a return request against you for a pair of jeans. In the case chat, the buyer states the jeans arrived however they do not fit. Here’s an example of how to respond:
“It is unfortunate that you would like to return this item. Poshmark, the buyer is stating they would like to return the item because it does not fit. Can you please address this for them? Thank you!”
Respond in a similar manner if a buyer opens a case because they changed their mind, if the item did not arrive on time, or if they want to send it back because they found it cheaper elsewhere.
The example above gives you an idea of a quick and concise response that is packed with points for the seller's side. First, the seller is responding in a professional and calm tone.
Second, it is reiterated that the buyer would like to return an item for a reason that is not covered by the Posh Protect Policy. And just like that, you’ve successfully won your case!
How To Prevent Cases Being Opened
Now, let's discuss how to prevent cases from being opened against you in the first place. Now, I realize that some factors are out of your hands, but let’s control the controllable.
Evaluate and Disclose Information About The Item
One way to prevent Poshmark disputes is to carefully evaluate your item. Examine the item from top to bottom, inside and outside. This way, you can disclose any defects you see.
Make sure to disclose the defects with both written evidence and in your pictures. Even just a small hole or snag should be reported in order to give potential buyers full transparency. That way, if the buyer wants to return for said defect, it is documented in your listing.
Additionally, disclose if the item is missing any pieces or has been altered in any way. For example, if the item is supposed to come with a belt, provide that information in your description.
Or, if you are selling a bridesmaid dress that you previously wore and had altered, describe all of the work that was done on the dress.
Provide Measurements
Next, it is important that you provide measurements. First of all, adding this detail will help you increase sales. Buyers will likely feel more confident buying items with measurements since Poshmark does not offer returns for size/fit.
Providing measurements will also prevent return requests from being opened for buyers claiming the item has shrunk. Again, you have written evidence stating the measurements so you can prove to Poshmark the buyer was aware of the exact size of the garment.
However, as I said earlier, there is no way to completely prevent Poshmark cases from being opened against you. If you find yourself in this situation, follow the 3 steps we outlined above to lead to the best chance at the outcome ending in your favor.
In conclusion, Poshmark return disputes can be frustrating for both the buyer and the seller. However, if you respond with sufficient facts, evidence, and honesty, you will be able to handle a Poshmark case in review without a hitch.
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