How to Deal with a Case Opening as a Poshmark Seller

Cathy Vandewater

Apr 20, 2023 • 4 min read

If you are a seller on Poshmark, you may encounter a situation where a buyer opens a case against you. This means that they're unhappy with their order and are requesting a resolution (typically a refund). This can be a frustrating experience, but it is important to know how to handle it properly. Here are some steps you can take to deal with a case opening on Poshmark as a seller:

Understand the Reason for the Case

Before you take any action, it is important to understand your buyer reason for the case. Poshmark allows buyers to open cases for various reasons, such as receiving an item that is not as described, receiving a damaged item, or not receiving the item at all. Carefully review the details of the claim to determine what the issue is. You should also take note of the deadline to respond to the case as there is a specific timeframe given by Poshmark.

Why is this important? You may rush in to defend yourself and not even need to. I once had a buyer accuse me of lying about the size of a Lululemon piece that didn't have a tag, but just as I was about to politely note that I had included measurements of the piece in the listing, I realized--my listing had a photo of the actual size dot too.

Respond to the Case

Once you understand the reason for the case, you'll need to decide how you want to handle it. When responding, always be polite and professional. If you believe the claim is unsubstantiated, include any relevant information or evidence to support your side of the story, such as measurements you included in your listing, photos you took while packing, or tracking information. Remember that you are not responsible for a buyer simply not liking an item, or for an item not fitting if you provided accurate measurements and/or size tag info, and you may not need to respond to claims filed for these reasons.

That said, you are responsible for for items "not as described," which could mean:

-an item that didn't fit like its tag size, without any notes or measurements in the listing to make this clear

-an item with more wear or flaws than described in the listing

-a completely wrong item.

Take Responsibility If Were at Fault

If you messed up, acknowledge it and apologize. It's a bummer to get a return, but put yourself in the buyer's shoes and treat them the way you'd want to be treated if you received an item that didn't match your expectations. I've personally accepted returns for things like sweaters that didn't fit buyers when I neglected to include measurements, as knits can be prone to size fluctuation. I've also flat out sent a buyer a completely wrong item before, and took the return with profuse apologies. It's disappointing (and at times embarrassing!), but it's part of doing business online. When you make an honest mistake, be gracious, make amends, and keep it moving.

Communicate Professionally with the Buyer

Remember that in responding to a claim, you're speaking directly to both the buyer and Poshmark. With that in mind, it's important to respond to their messages promptly and professionally--even if they're being a bit testy or emotional. If you need to provide additional information or evidence, make sure to do so in a timely manner, and with a courteous tone. Establishing trust between you and the buyer can ultimately impact the outcome of the claim--and may win you more of their business in the future. It also certainly looks good from Poshmark's point of view.

Don't Take it Personally

Buyers can at times be particularly emphatic or brusque in their claims. Try your best not to take this personally. It can help to have a little empathy by thinking back on the last purchase you made online that was disappointing, or surprised you in a bad way. Were you tempted to leverage outrage for a favorable claim outcome? Know that this is the place the buyer is coming from--and it's not necessarily related to whether or not your did your best or even did nothing wrong. Thankfully, passion alone doesn't make for a stronger case with Poshmark claims, and you may find that the most irate of buyers has the weakest of cases.

Follow Poshmark's Instructions

Once they're reviewed both sides of a case, Poshmark will provide both side with specific instructions on how to proceed. Make sure to follow these instructions carefully, as failure to do so could result in a ruling against you.

Be Prepared to Accept a Return

In some cases, Poshmark may rule in favor of the buyer and require you to accept a return. If this happens, be prepared to accept the return and issue a refund. Make sure to follow Poshmark's instructions for returning the item and issuing the refund. This can help resolve the issue and prevent any further disputes.

In some cases, buyers may need to ship items to each other (as in the case of swapped orders). There's nothing specifically for you to do here, but it may be nice to check in with each buyer to verify that they're received the correct order when resent. Keep customer service top of mind in all cases.

Dealing with a case opening on Poshmark can be stressful, but it is important to handle it professionally and follow Poshmark's guidelines. By doing so, you can minimize any negative impact on your account and reputation as a seller. Remember to always communicate with the buyer, respond to the claim promptly, and provide relevant information to support your side of the story. Following these steps can increase the likelihood of resolving the case in your favor, and protects your reputation as a seller on the whole.

Love and magic,

ClosetWitch

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