At one point or another, every reseller will experience the dreaded “return request” from a customer. Although it might seem like the end of the world, it is completely normal and is something that every business is bound to experience. Since return requests are inevitable, why not learn how to minimize your chances of experiencing them and how to maximize your chances of winning them?!! Today, I will be sharing exactly how to do that! Let’s get to it!
A Case Study: APL Sneakers
Before we get into the nitty gritty of this post, I want to start off by sharing an example of one of my recent cases that was won by the buyer. To give you a little background, the buyer bought these APL sneakers for $30 and then shortly thereafter opened a case on them on Poshmark.
Here are photos and a description from the original listing:
“These are gently used APL Techloom Pro Metallic Mesh Sneakers in Gold. In excellent condition overall. Minimal wear. Size sticker removed- shows a photo holding them against size 8 APL silver shoes. Will fit between sizes 7-7.5.”
Any guesses as to what the return was for?
The shoes were returned because the buyer claimed that the insoles were coming apart and were damaged. As proof, she showed photos of the blue sides of the insoles sticking up out of the shoes. After a few days, Poshmark sided with her and the shoes were sent back to me.
When I inspected the insoles after they were sent back to me, I realized that there was nothing wrong with them other than minor fading. What I suspect happened is that the shoes didn’t fit and she was trying to find a loophole to get the return approved. And guess what, I gave it to her by not photographing the insoles.
So what did I do after I received the shoes back?
I immediately photographed the insoles and updated the description in the listing (see below).
“These are gently used APL Techloom Pro Metallic Mesh Sneakers in Gold. In excellent condition overall. Minimal wear. Size sticker removed- shows a photo holding them against size 8 APL silver shoes. Will fit between sizes 7-7.5. Please see insole measurement. No damage to insole other than slight fading- does not lay perfectly flat in shoe.”
Why Am I Sharing This?
Buyers are always looking for ways around Poshmark’s return policy and it is your job as seller to eliminate these loopholes through the information that you provide in your listings.
Breaking Down Poshmark’s Return Policy
Let’s take a look at Poshmark’s Return Policy:
Now that we are familiar with Poshmark’s return policy, let us focus our attention on the items that are covered in a Poshmark return policy.
Undisclosed Damage
Buyer: If a buyer can provide proof of any damage that was not mentioned in a description or photographed in your listing, then they have grounds for a return. 9 times out of 10, these cases are approved by Poshmark. Believe it or not, some buyers will even look for vague non-detailed listings because they know that they will have a better chance of having a return approved.
Seller: As a seller, it is better to over-disclose than under-disclose any damage on your items. Any damage that is not disclosed in the listing is grounds for a return on Poshmark. In order to minimize a buyer’s chance of having a return accepted for this reason, you need to photograph every flaw and include any flaws in the description.
Incorrect or Missing Item
Buyer: If the buyer receives an incorrect or missing item then they are able to return the item via Poshmark.
Seller: As a seller, it is important to check your orders before sending them out. I always am checking to ensure that all pieces are in the package and that the correct items are going to the correct buyers. One way that I like to do this is to write down the item in each package on the outside of it and also write down the item on the back of my shipping label. This helps me to minimize errors. Luckily, if you do switch orders, Poshmark will typically send both buyers labels so that they can send the correct order to each other.
Item Not As Described
Buyer: A buyer may be able to return an item if it is not as described in the listing. Some examples of this may include incorrect color, incorrect size, any and all flaws, and incorrect condition (just naming a few). Basically, if the item received does not match what was advertised in the listing, then the buyer has grounds for return.
Seller: As a seller, it is imperative that your items are accurately represented in your listings. I would suggest making sure that the color of your item is properly photographed (you can use an editing app if you need to), the size of the item is consistent among photographs and the listing, any and all flaws are photographed and disclosed in the description, and that the condition of the item is accurately represented.
Item is Not Authentic
Buyer: A buyer can question the authenticity of an item and depending on what they present to Poshmark, the item may have grounds for a return. If the item does not show any proof of authenticity or say “authentic” in the listing, then Poshmark can ask the seller additional questions if a case is opened.
Seller: As a seller, there are a few things that you can do to protect yourself in this scenario. I would suggest having the item authenticated through a trusted service, photograph any proof of authenticity that you might have (such as an original receipt or any papers that came with the item originally), disclose the history of the item if it is a personal item, and photograph everything that would be needed for an authentication service to authenticate the item (such as a brand logo tag, inner fabric tags, embossed hardware, and stitching- to name a few).
If you learn Poshmark’s Return Policy and try to eliminate buyer loopholes, then hopefully you will have less buyer returns and win more cases.
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