The Dreaded Poshmark Case
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.
Why is the Customer Unhappy?
There are various reasons why a customer is not happy with the service you provided. The quality of the item may not be up to par, you could be accused of selling a knock-off item, there might be a smell in your garment, the packaging may be insufficient, your descriptions may need improvement, or maybe the customer simply had a case of buyer's remorse. In a worst case scenario, a customer could be a scammer and is simply trying to get an item for free - I wouldn't think this was common, but I guess it's possible.
Compile Your Evidence
The first thing you'll want to do is put yourself in the shoes of the buyer. Think of your sale honestly and think to yourself, "would I be happy with this purchase?" If your answer is "Yes, most definitely", then take time to compile all of your evidence, as if you were presenting your case in court.
Depending on the issue the customer has, you'll want to compile information to give yourself a positive standing when it's time for Poshmark to review your case.
The Case of Real vs Fake
I sold a popular name brand athletic tank top. I accepted an offer on this tank for $6. Shortly after the sale, the customer contacted Poshmark, stating that the item was a fake. I was appalled. I purchased the item from a franchised 2nd hand store and I had no reason to think it was a fake, nor would I sell a known fraudulent item to a customer.
I contacted Poshmark via response to the email they sent me, and simply stated that I would not take the time to purposely sell a fraudulent item, just to sell it for $6. I also stated, that I purchased this from a reputable store and had no reason to believe that this item was anything other than what it was portrayed to be. Long story short, I won the case (well actually, it was a draw or a "tie" but I consider it a win). The customer kept the item, and I received payment.
I never really understood the reasoning for the case, but in all honesty, the reason can be any number of things, and there's no need to get caught up on this fact. You'll want to focus on winning your case.
In this situation, there was no clear winner, simply because it could not be proven whether or whether not the item was a fake. But based on my evidence, statement and closet standing, Poshmark didn't see it fit to rule against me. I honestly believe that overall closet ratings mean a great deal when this type of situation arises. (I'll elaborate on this later in the article).
Make A List
Respond to the Poshmark email immediately. 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. Even if you have to respond first and send information shortly after, it's better that you respond quickly - this 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.
Compile any invoices you may have of the item and attach a picture of this to your email. When I purchase items, I receive an invoice with pictures. This helps because it describes the item 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.
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 will help you respond in a way that could lean "the court" in your direction.
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. Customer service is key on Poshmark. Poshmark is a very encouraging environment, where Poshers help each other with likes and shares. As long as you remember that, you'll thrive within the app.
Closet ratings are an important aspect when it comes to defending yourself. Think of your current overall rating. If your overall reviews are in good standing, (meaning that you have 4 stars or more) this gives credibility to your case. If, on the other hand, you have low closet ratings (3.5 or less) and and many cases, chances are your credibility is negatively impacted and you stand a better chance of losing.
The Poshmark experience is truly a learning experience. There will be bumps along the way, but if you're persistent and constantly searching for ways to improve, you'll be higly successful.