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Navigating a Poshmark Open Case: Steps and Tips to Resolve Issues

Poshmark, the popular online marketplace for buying and reselling pre-owned clothing and accessories, has become a go-to platform for fashion-savvy individuals looking to declutter their closets or score some unique finds. However, like any online marketplace, Poshmark is not immune to the occasional dispute or disagreement between buyers and sellers. When issues arise, Poshmark has a process in place to address these concerns through submitting a case to Poshmark.

If you find yourself in a situation where a there is a Poshmark case in review against you, it can be stressful and confusing. But fear not! In this guide, we will explore what to do with a Poshmark case in review, including understanding the process, responding effectively, and resolving the issue in a fair and satisfactory manner. Understanding the process for a Poshmark open case is crucial for resolving any disputes that may arise during your buying or selling journey. So, let’s dive in and learn everything you need to know if you have a Poshmark case in review.

Understanding Poshmark Open Cases: for buyers

A Poshmark case is initiated when a buyer has an unresolved problem with an order they have received, such as receiving items that are not matching the description, items that are damaged, or receiving items that are not authentic. However, it is important to note that buyers should only open a case if they have tried to resolve the issue with the seller first. Poshmark encourages buyers to communicate with the seller to find a resolution before opening a case.

Tips for Navigating Poshmark Open Cases

Opening a case on Poshmark

Buyers only have three days from receiving the item to open a case, or within 30 days if the item was not marked as delivered. Once the time limit has passed, you can’t open a case anymore, and the transaction is considered final.

Opening a case can be done by going to your Poshmark account, locating the problematic transaction, and clicking on “Order Details.” From there, you can select “Problems/Order Inquiry” and provide detailed information about the issue. This will then be submitted to Poshmark for review and appropriate action.

Possible outcomes of a Poshmark case

When a buyer decides to open a case, it can result in several outcomes including:

  • Refund. Poshmark may issue a refund for the purchase price of the item, including any applicable shipping fees.
  • Return. Poshmark may require the buyer to return the item to the seller in order to receive a refund. Poshmark will provide a pre-paid shipping label for the return.
  • Partial refund or a discount on the item. In this case, sellers don’t have to return the item.
  • No action taken. If Poshmark determines that the buyer’s claim is not valid, they may close the case without taking any further action.

If either the buyer or seller disagrees with Poshmark’s decision in a case, they have the option to appeal the decision by emailing Poshmark will review the appeal and make a final decision, which is binding and cannot be further appealed.

Steps to Resolve Issues with Poshmark Open Cases: for sellers

If you’re a seller and find yourself facing an Poshmark case in review, it’s essential to approach it in a proactive and professional manner. Here are some steps you can take to effectively manage the situation:

Step 1: Review the case details

One of the first and crucial steps in the resolution process is to carefully go through the details of the Poshmark case in review. Rushing to respond without thoroughly reviewing the case details can lead to misunderstandings and miscommunication.

Here are some steps you can take:

  1. Start by carefully reading the buyer’s claim. Take note of any specific issues they mention, such as a damaged item, incorrect sizing, or a missing item.
  2. Review the evidence provided by the buyer. Pay attention to any photos that show the alleged issue with the item or any additional information they have provided.
  3. Cross-check it with the listing details. Go back to your original listing and compare the item description, photos, and any other relevant information with what the buyer has claimed.

If you do reselling as a sidejob, it’s still essential to approach the case with an open mind to keep the name of your business clean. Keep in mind that Poshmark’s goal is to provide a fair and impartial resolution for you and the buyer.

Step 2: Gather evidence

Once you’re done reviewing the case, the next step is to gather evidence. Pieces of evidence play a critical role in resolving open cases on Poshmark as it provides support for your side of the story and helps in establishing the facts of the situation. 

Some of the pieces of evidence you can use are:

  • Order details
  • Item description
  • Photos
  • Record of messages exchanged
  • Proof of shipping

When gathering evidence, avoid providing false information or tampering with evidence, as this can have serious consequences and negatively impact your pending Poshmark case in review.

Steps to Resolve Issues with Poshmark Open Cases: for sellers

Step 3: Submit a response to Poshmark

After reviewing the buyer’s claim and gathering your evidence, it is now time to submit a response to Poshmark. In the open case, you will find an option to “Submit a Response” or “Add Comment.” Click on this option and enter your response in the provided space.

If you think that the buyer’s claim is not valid, use the evidence you have garnered to contradict it. Make sure to review your response for accuracy and clarity before submitting it. It’s also important to submit your response in a timely manner, as delays may impact the resolution process.

Step 4: Wait for Poshmark’s decision

After submitting your response, keep your communication lines open. Check your Poshmark account regularly for any updates or messages from Poshmark or the buyer. If Poshmarks asks for additional information or has other inquiries, make sure to respond promptly.

Step 5: Reviewing the resolution

Once Poshmark has reviewed the information provided by both parties, they will make a decision based on their policies and guidelines. If the decision is in the buyer’s favor, follow any instructions provided by Poshmark, such as issuing a refund or accepting a return.

But if the decision is in your favor, you are not required to issue a refund or take any further action.

Tips for Navigating Poshmark Open Cases

Receiving a Poshmark case can be stressful, but it’s important to remain calm and take appropriate steps to address the situation. Here are some tips on what to do when a case is opened against you on Poshmark:

  • Respond Promptly. It’s crucial to respond promptly to the case to avoid delays or the case being closed against you. Ignoring the case or delaying your response may negatively impact the resolution process.
  • Be Honest and Transparent. Avoid making false statements or exaggerating facts, as this may damage your credibility and impact the resolution of the case. Stick to the truth and provide accurate information.
  • Provide Solution-oriented Options. Offer solution-oriented options to resolve the issue. For example, you can offer a refund, exchange, or partial refund as a gesture of goodwill. Be willing to work towards finding a mutually agreeable resolution.
  • Be Patient and Cooperative. Avoid being uncooperative or unresponsive, as this may hinder the resolution process and impact the outcome of the case.

Regardless of the outcome of the case, view it as a learning experience. Understand the reasons behind the decision and take steps to improve your future transactions on Poshmark. If you have sold defective items, make sure to find reselling products in good condition.

Poshmark Open Cases: Frequently Asked Questions for Sellers

Poshmark Open Cases: Frequently Asked Questions for Sellers

As a seller on Poshmark, it is important to understand the platform’s policies and procedures, including the process for opening cases. Here are the answers to some frequently asked questions for sellers who have a Poshmark case in review:

How do I know if a case has been opened against me?

If a buyer opens a case against you, you will receive a notification from Poshmark via email and within the app. You will also see the case in your account under the “My Open Cases” section.

How long do I have to respond to a case?

You have three days from the date the case is opened to respond. If you do not respond within this time frame, Poshmark may assume that you are at fault and issue a refund to the buyer.

What happens if Poshmark cannot resolve the case?

If Poshmark is unable to resolve the case, the buyer and seller may be encouraged to seek legal action. However, Poshmark does have policies in place to protect both parties and may offer assistance in finding a resolution.

Can I still receive a payment if a case is opened against me?

Payment may be placed on hold until the case is resolved. If Poshmark determines that you are at fault, any payment associated with the transaction may be refunded to the buyer.

How can I prevent cases from being opened against me?

The best way to prevent cases from being opened against you is to accurately describe your items and provide clear photos. If you’re reselling electronic items, check for any damages before shipping them. Ship items promptly and communicate with buyers to address any concerns they may have.


Just like in other reselling platforms, disputes and issues may arise along the way, and Poshmark wants these circumstances to be resolved in a professional and organized way. For buyers, opening a Poshmark case can help them seek resolution for an item that is not as described or a shipment that is delayed. For sellers, resonding to a Poshmark case in review can help them establish a positive reputation on the platform, leading to more sales and repeat customers.

By understanding the process of responding to a case, as well as the tips for resolving them, buyers and sellers can approach these situations with confidence and minimize any potential stress or frustration. While dealing with a Poshmark case in review can be a stressful experience, following the steps and tips outlined in this article can increase the chances of resolving the issue and achieving a satisfactory outcome.

If you are new to buying and selling in Poshmark, check our guide on how reselling works so you can have an idea of what items sell best, and other tips that can bring your reselling business to success.

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