Updated: May 9, 2019
If you've been selling on Poshmark for a while, chances are you've had a case brought against you (I have). This is not at all a fun experience, it can actually be pretty stressful and can be a doozy on your confidence.
Reasons Why the Customer May Be Unhappy
There are various reasons why a customer is not happy with the merchandise you provided. Here a just a few:
The quality of the item may not have been as expected
You were accused of selling a knock-off item,
The smell of the garment (pleasant or unpleasant)
Your description(s) need improvement
The item doesn't fit the customer (more on this later in the article)
Decide Whether to Fight the Case or Retreat
The first thing you'll want to do is put yourself in the shoes of the buyer and decide whether or not to fight the case based on your self review.
Think of your sale honestly and ask yourself, "would I be happy with this purchase?" If your answer is "Yes, then most definitely", take time to compile all of your evidence, as if you were presenting your case in court.
If you agree that there was room for improvement, then you may choose to not fight the complaint and simply go along with the buyers' request.
(Note: If you decide to retreat, don't concern yourself with the thoughts of a negative impacts from Poshmark. This actually reflects the fact that you are an honest Posher and you are customer service driven.)
After taking an unbiased look at yourself, you decide to fight, then what?
Compile Your Evidence & Take Action
Contact Poshmark Immediately!
The first thing you'll want to do is contact Poshmark via response to the email they send you regarding your case. It is extremely important that you contact Poshmark as soon as Possible.
You have a limited amount of time to respond to Poshmark and not responding in a timely manner could result in the loss of your case automatically. Even if you have to respond first and send information shortly after, it's better that you respond quickly - this also shows that you care about your customers and the reputation of your closet.
Compile all pictures of the item(s) sold
You'll want to be sure to take plenty of pictures of your items. These pictures will show the condition of the item and can help you win if the customer is stating that the item was flawed, when in fact it was not.
I have read countless stories where a customer complained about a damaged garment, when the Posher had proof of the garments' condition via pictures on their listings. This is extremely frustrating and usually happens as a result of buyers' remorse, or an item that doesn't fit.
Returns are not allowed simply because the item doesn't fit. To counter this, some Poshers' will claim that there's an item issue, when in fact it just didn't fit them.
Compile any invoices you may have of the item and attach a picture of this to your email.
When I purchase items from a certain distributor, I receive an invoice with pictures. This helps because it describes the item independently and gives you more traction, as it's from a third party.
Information from a third party is always helpful because it is an unbiased account of the items' condition and can serve as very strong evidence.
Respond quickly to any other questions Poshmark has, based on the customers' correspondence.
After you initially respond to Poshmark, you'll want to make sure that you keep an open line of communication with them. They are working to resolve the issue in the fairest manner possible and further providing documentation or imagery when requested helps Poshmark make the best decision.
Be Mindful of Your Current Closet Ratings
Closet ratings are an important aspect when it comes to defending yourself against your fellow Posher.
Think of your current overall rating. If your overall reviews are in good standing, (meaning that you have 4.5 stars or more) this gives credibility to your case. It shows that countless customers have been happy with your service, this can weigh in pretty heavy when evidence is being reviewed.
If on the other hand, you have low closet ratings (3.5 or less) and multiple cases that have been brought against you, chances are your credibility has been negatively impacted and you stand a better chance of losing.
Show compassion on the customers' behalf when pleading your case.
This practice shows that you really care about your fellow Posher and you are taking a logical approach to the issue at hand.
Poshmark is all about the social experience and you'll want to be aware of this. Keeping a cool, understanding head and staying away from flippant, disrespectful comments about the accuser will help you respond in a way that could lean "the court" in your direction.
Unfortunately, there is no magic formula that will guarantee a triumphant result. There are many factors and scenarios that could sway the final decision in either direction.
You'll never be able to predict when a case is going to come, but you can stay prepared by:
Using all 8 picture spaces provided to showcase your items.
This gives a clear picture of the items' condition and it is much more difficult for a customer to claim flaws or a misrepresented description.
Write detailed descriptions
You'll want to detail fabric content, any flaws and measurements of your items. It may also be a good practice to place a tape measure next to the garment, so the customer can "measure" for themselves.
This also removes a little liability, as the customer is viewing the measurements with their own eyes and can't claim that the measurements were stated incorrectly.
Reply to Customers As Soon as You Can
Some customers go ahead and purchase items when they can't get a response to their question. You may be able to intercept possible issues by keeping open communication with the customer.
Wrap Your items Neatly with Care
Terrible packaging presentation may not necessarily result in a case, but it will most definitely result in a low rating. (Shipping Supply List)
Don't see this as a loss or a reason to get stressed out, see this as a learning experience.
This is a wonderful time to think about improvements to your closet. Customer input is very valuable in helping you to improve.
Just as in any other retail business, you will come across customers that will not be happy. Don't let this discourage you. Understand that this is a business and it comes with the territory.