So…the day every seller dreads has finally come: a case has been opened for your recent sale on Poshmark. You might be wondering: what does this mean? Am I in trouble? Why is this happening? And most importantly—what should I do?!
First, try not to worry or get too worked up about it. After all, cases happen to the best of us! That’s right—even the most seasoned “successful” sellers are not immune from it. In fact, having a case opened is unavoidable when you’re a high-volume seller. The more you sell, the higher your odds are—it’s as simple as that.
In all of the cases I’ve had opened against me, only four have resulted in a return. Since I’ve sold thousands of items, I’d say that’s a pretty decent track record! So whether this is your first case or your fifth, I’ll tell you everything you need to know about Poshmark cases and what to do if one is opened against you.
WHAT DOES IT MEAN TO HAVE A CASE OPENED ON POSHMARK?
Having a case opened on Poshmark is essentially a buyer requesting to return an item. According to Poshmark’s return policy, a buyer can only submit a return request for the following reasons:
- The item received is “not as described” (e.g. has flaws that weren’t mentioned, is the wrong size, has alterations that weren’t reported in the listing description, etc.)
- An item is missing
- The item is not authentic
- The seller sent the wrong item
However, a buyer cannot request a return because the item didn’t fit or they changed their mind.
IS A CANCELLATION THE SAME AS HAVING A CASE OPENED?
No. A cancellation occurs before the item is shipped out. If a buyer made an accidental purchase, they can cancel the order within 3 hours of purchasing it. However, if an item was purchased through the “Make an Offer” feature, that sale is final and does not get the 3-hour cancellation grace period. Likewise, if an order has still not shipped after 7 days from the time it was purchased, the buyer has the option to cancel the order on the 8th day.
That being said, a buyer cannot request a return or cancel their order if the item has already started tracking via USPS since shipping delays are out of a seller’s control.
WHAT TO DO IF A CASE GETS OPENED AGAINST YOU ON POSHMARK
Don’t let your emotions get the better of you
Take a deep breath (or two or three) and collect yourself. Remember—just because a buyer opens a case does not necessarily mean their return request will be approved. Plus, you’ll have a much better chance of winning the case if you present yourself as calm and even-tempered. As an online seller, cases and returns come with the territory, so you need to figure them into your business model. Are cases annoying? Sure. But your business will not come crashing to the ground because of a few returns (and if it does—it’s time to rethink the sustainability of your current business strategy).
Decide who you’re going to address
Some Poshers recommend addressing the Poshmark employee instead of the buyer as it keeps things less personal and potentially lowers the risk of dialogue spiraling into an argument. Personally, I feel weird acting as if the buyer “isn’t in the room” and pretending they don’t exist. After all, they can see all of your responses. Either way, make your decision and stick with it so back and forth communication remains consistent.
Be overly polite in your responses
Instead of lashing out like a raving lunatic, kill ‘em with kindness. Especially if the buyer is being rude to you. After all, there is a real human being behind the scenes at Poshmark and your fate rests in their hands. Think about it—if you were in their shoes, would you rule in favor of the unpleasant person or the one who’s well-mannered? If you’re still struggling to get the friendly juices flowing, here’s a great phrase to lead with:
“I’m bummed to hear you aren’t satisfied with your purchase.”
If you’re not actually in the wrong, try to avoid apologizing. Saying, “I’m sorry” can sometimes come across as admitting you are at fault. Instead, gravitate towards phrases like, “I’m bummed to hear” that still convey sympathy and concern without being outright apologetic. Following that up with, “you aren’t satisfied with your purchase” is a safe route because it highlights that the reason for their return is dissatisfaction—which does not fall under one of the accepted reasons according to Poshmark’s return policy. Likewise, if the buyer indicates ‘fit’ as the reason for opening the case, you could simply reiterate the facts by saying:
“Unfortunately, Poshmark does not accept returns due to the item not fitting.”
Or, you could swap out the second half [of the first sentence suggestion I gave] so that the phrase reads, “I’m bummed to hear it didn’t fit you” since that also calls attention to an invalid reason for return. Bottom line—be professional. Ask yourself: if someone were to screenshot this message thread and put it on blast, would it reflect well or poorly upon me?
Upload additional photos
Hopefully, you were thorough with the photos you originally uploaded to the listing. If you still have additional photos of the item saved to your phone, submit those to support your case. Furthermore, it may be helpful to pull stock images of the garment to prove that the raw-hemmed crop top in question was originally designed that way (and no—you didn’t “DIY” crop it yourself).
Similarly, since we often associate things that are “Made in China” with being cheap, a buyer may doubt the authenticity of your item if that’s what the care tag says. What they may not realize is that loads of high-end and designer clothing are made in China. Try digging around the brand’s official website and screenshot any instances where it states that their clothes, indeed, are made in China. Submit said screenshots to further support your case.
Cut your losses
Sometimes it’s best to just cut your losses and accept the return—especially if you know you are the one in the wrong. We’re all human! Don’t beat yourself up if you accidentally missed a small stain or hole. Don’t try to lie about it, either. Treat your customer the way you would want to be treated. Accepting a return can build trust with your customers and increases the likelihood that they’d be willing to purchase from you again in the future. While it stinks to lose out on the immediate income, you can easily relist the item using Poshmark’s “Copy Listing” feature. Plus—Poshmark pays the return shipping costs!
Do absolutely nothing
Yep–you read that right. Sometimes the best route is not responding at all. This works well for sellers who:
- are super busy
- don’t mind if their item gets returned
- feel uncomfortable knowing buyers can see their responses in the case’s message thread
- feel uber confident the return request will get denied as the buyer is clearly citing a reason that’s not accepted under Poshmark’s policy
HOW LONG DOES IT TAKE POSHMARK TO RESOLVE A CASE?
Cases typically take one to two days to resolve. I’ve noticed that it can take longer if, say, the case gets opened on a Friday since Poshmark employees are likely not working on them over the weekend. Sometimes Poshmark will request additional photos from the buyer, so in those instances, it might take a bit longer to resolve. Just be patient and try to focus on other aspects of your business in the meantime.
HOW TO AVOID HAVING A CASE OPENED IN THE FIRST PLACE
Winning a case is great, but what’s even better is if you can avoid it altogether in the first place. My advice?
Take clear, detailed photos
Showcase all angles of your garment. Make sure your item is well-lit so your pictures don’t turn out grainy. If there are any flaws present, photograph them close up and describe the flaw in your listing description. Utilizing Poshmark’s video feature is another great way to prove the condition of your item.
RELATED POST: 7 Tricks That Will Instantly Improve Your Poshmark Photos
Include measurements & disclaimers
Including measurements helps give buyers the most accurate snapshot of what they’re purchasing. Don't have a tape measure? I recommend using a cloth tape measure since it's soft and flexible unlike your traditional bulky, rigid one. Since most resellers are selling secondhand clothes, inserting a disclaimer in your description like, “Please refer to measurements in case item has shrunken or any alterations have occurred” can help protect you in the event that a case gets opened for either of those reasons.
If you’re a smoker or you own pets, that’s another thoughtful piece of information to add so buyers know what to expect and can accommodate any allergies.
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17 comments
Stumbled across your post as I’m on Poshmark for the first time and got a case review saying the leather bag I shipped should have been in a box instead of a bag and now it’s dented…this feels like a buyer that wants to resell and their comments are really nitpicky. They badgered me for price tags and receipts when my post said I had none. I just feel defensive/emotional and it’s really impacting my first impressions of Posh. I appreciate your tips though and am staying professional and going silent at this point…
Hi Kyla! I'm so glad you stumbled upon my post. I hope it helped you navigate the case that got opened for your leather bag. I'm really sorry you've had such a negative experience (especially since you are new to Poshmark). You're not alone—everyone who sells on Poshmark long enough will experience a bad customer (unfortunately, it's unavoidable). Even to this day, I struggle with the emotions that come with having a case opened. It can be a total mood ruiner! So don't feel bad
So I had a buyer open a case stating that they didn't receive all of the items they purchased. I hadn't thought to take a picture of the packed items before sending out the package. Well I know I included everything that the buyer had bought and I know they aren't telling the complete truth. I don't know what to do.
Hi! I'm so sorry this happened to you. If I were in your position, I would respond in the case comments stating that I clearly recall packing all of the items in the bundle. After doing a quick search of my house (just to double check—accidents happen after all) I would also state, "In addition, I have searched my house top to bottom to ensure I did not accidentally make a mistake and leave them out." If this buyer is a repeat offender (meaning they have tried to open a case using this same excuse multiple times) then the Poshmark staff member will likely be able to see that in their notes and (hopefully!) will side with you. I've also had case outcomes where Poshmark refunds the buyer but still releases my earnings. Best of luck! Hoping for a positive outcome for you.
Hi ! I'm so glad i just came across this post. I just had a case opened against me with the buyer stating the shoes were mens and not womens. I took and posted pictures of the size tag in the shoe and it clearly sates they are womens. Haven't heard anything from PM yet but I think this one is a no brainer but curious to see your opinion!
Hi Melly! Thank you so much for taking the time to check out my blog. Since you posted photos of the size tag that clearly show that the shoes are women's then I would imagine you'll win the case pretty easily. It is my understanding that the buyer would need to submit photo proof to back up their claim that the shoes are men's shoes in order to even stand a chance of winning. Don't worry if the case doesn't get resolved quickly (it doesn't mean you're going to lose the case) it usually just means Poshmark's staff is particularly busy.
I’m selling items on Poshmark 5 years . The buyer open a case . He said bag too small and white is not white . I uploaded all measurements before and all colors. Gucci brand has only one white . So do I have a chance to win ?
Hi Daria! You definitely have a shot at winning the case. I would reiterate (within the case discussion area) that you posted measurements and photos accurately showcasing the color. It can't hurt to also mention (as you said) that Gucci only has one shade of white for that particular handbag. You can even upload screenshots of the listing to the case so the Poshmark representative can see them. Of course, I cannot personally guarantee that you will win the case even though I think you have a good shot. It's ultimately up to the Poshmark employee to decide.
I've been an e-commerce seller for MANY years across multiple platforms. I just a had return filed on Posh last night. She opened the case at 920pm and it was accepted and closed by 4am! I never had the opportunity to get a word in! It's a beautiful plunging neckline maxi dress and all photos depict the actual item, clearly showing the neckline. (I often use stock photos as well to provide a better visual) I am a bit modest so I pinned the neckline closed when I wore the dress last. Regrettably, I neglected to remove the pin before washing and shipping. She said that I was trying to hide the plunging neckline when I CLEARLY stated it in the description AND pics.
Hi Elle! That sounds like an incredibly frustrating situation. I am sorry to hear that this happened to you. I definitely agree that Poshmark should've given you more time to respond to the case (it seems like they should give you at least 24 hours to respond after a case is initially opened - but that's just my opinion). I would definitely reach out to Poshmark via e-mail to voice your concerns/complaints. I'm not sure that anything can be done at this point (since the case has been approved) but if it were me I would still reach out. You can contact Poshmark at: support@poshmark.com Again, really sorry this happened to you!
I will Never buy from Poshmark again! I received a dress that was described as Black, but turned out to be Navy. I already had it in Navy. I stated not as described and they denied my request to return! How the hell is that fair? Terrible customer service. Buyer beware
Ever heard of Posh cancelling an order after a case is opened? I sold a ceramic vase on Posh. I photographed the item before shipping and during, so you could see it was well packed. It was also packed in 2 separate boxes. Somehow the item broke :*( The Buyer was really patient, considering this also a loss. The Buyer admitted item was padded and packed well. So not sure what happened. A case was opened. I submitted photos. Buyer submitted photos. Posh cancelled the order. Buyer was fully refunded and did not have to return the item. I was also paid for the item.
Yes, Poshmark does this when neither party is in the wrong. That way, the buyer gets refunded, but you also get your earnings released since it was the mail carrier's fault for mishandling your package. Kudos to you for photographing how carefully you'd packaged the item! That can really come in handy when you need to prove you padded and packed it well. It's always a bummer when an item breaks in transit despite your best efforts, but it's reassuring to hear that Poshmark ruled favorably for both you and the buyer.
Hi Taylor, So glad I came across this helpful post! First time had a case opened against me. Sold a NWOT A&F sweatshirt in mint green. Upon receiving the package, the buyer posted pictures of a similar item, but well-worn, with stains, and pilling. She filed a return request claiming those issues were not disclosed. I responded by attaching photos of my other listings with descriptions & close-ups of any issues (small hole, loose stitches, etc) - to show that I don't hide things. Still the return was approved, and the seller messaged me that she will be returning the "item". What are my options now? I do have family members who know what the shipped item look like. It's frustrating to be taken advantage of like this!
Hi - I was doing some research regarding a recent interaction (today) on Poshmark. So confused but thought maybe as a seller (I have just been a buyer) you could add some insight. I liked an item and make an offer. Seller counteroffers. I sent a comment as I was hoping to include shipping. Gal said no thanks to the comment (btw, I offered what I did as she had offered it several days earlier to another potential buyer) which was fine. I got sidetracked with something else but came back to Postmark site within about an hour. original counter offer was still available and I accepted it. PayPal was charged. However immediately the order was cancelled. I thought sellers could not cancel an offer that was accepted? The worst part is seller didn't give me a reason and I really wanted those Lazy Oaf bunny slippers for my daughter. Also, since I am new to Poshmark (only 2 buying transactions and haven't tried selling anything yet) it doesn't give me much faith in the customer service if orders can be cancelled before shipping for no reason ( I would understand if there were a good reason). Can you think of a reason why a seller would do this? The item is still marked as sold and the order has definitely been cancelled.
Hi Michele! Sellers can cancel a sale for any reason (even if the sale came from an offer). It's buyers who aren't able to cancel a purchase that was made via an offer. Buyers who purchase an item on Poshmark at full price have a 3-hour window to cancel the purchase. After that 3-hour window passes, the purchase becomes binding and can only be cancelled if the buyer reaches out to the seller to request a cancellation and the seller agrees. That being said, sellers who frequently cancel sales are at risk of having their account suspended. So it is not in a seller's interest to cancel sales. If a seller only cancels a sale once or twice (infrequently), there is typically no consequence. A few valid reasons (in my opinion) that a seller might cancel a sale: - They misplaced the item and cannot locate it - They already sold the item on another platform (like eBay) and forgot to remove the listing from Poshmark - They discovered a flaw on the item when they went to grab it - They are out of town and forgot to put their closet on "vacation mode" The seller who cancelled your item may have had a legit reason, or maybe they were just being petty. Either way, I'm sorry it happened to you. It's such a bummer when you're really excited about a purchase only to have it cancelled. I hope your experiences on Poshmark going forward are more positive!
Hello, i have a question about a Case that i opened against another Seller...I purchased a few items during their live show & once they shipped the items and I received my package, I opened up my package and I'm missing 2 items and I went to contact the seller and I didn't hear anything in 2 days so I opened up a case before my funds were released and as soon as I opened up a case within minutes the seller finally responded and said "i'm so sorry this happened to you and i'm so glad that you opened up a case, i remembered i packed it in someones box, i just didnt remember whos box, im so sorry i packed it wrong, but i will ask everyone to see who got it & hopefully i can find it." Well she found my two items of clothing (Adidas T-Shirt with the matching Adidas Hoodies NWT) & figured out who she accidentally sent it to & she said she doesnt know how shes going to get it to me & asked if i would accept the $7 credit for her next Posh Show to use????? THIS IS RIDICULOUS!!!!! IM SO UPSET, because i already purchased the matching Adidas pants, shoes, socks, hat & backpack for my nephew for Christmas...if i accept the credit then that means i have to put out more money for shipping when i wouldn't have had to if i got what i first purchased!! So what should i do??? Posh sent me a option to Accept the $7 credit & keep what else i have ordered & received or Decline? I want my NWT Adidas t-shirt & hoodie though....
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