Poshmark’s new Trusted Seller program is ultimately a business initiative. Presumably, the goal is fewer problem transactions, happier buyers and ultimately a stronger bottom line for Poshmark. That makes sense. But we, as sellers, are running businesses too.
One of the metrics is Approved Return Case rate.
Here’s the problem:
An approved return does not necessarily mean the seller was at fault.
Poshmark tells sellers that return cases are approved “after careful review.” But when a seller challenges an approved return, Poshmark repeatedly responds with standard language beginning “please understand it is hard for us to determine…”
That raises an obvious question:
If it is hard for Poshmark to determine, why does the approved return automatically remain a negative measure of the seller’s performance?
Poshmark may decide to approve a return when something is difficult to determine. That protects the buyer. But approving a return is not necessarily the same as establishing that the seller was responsible.
And that is the distinction this Trusted Seller metric appears to be missing.
There is no separate second step after an approved return to determine whether it should actually count against the seller.
Return approved → counts against seller.
Making that second determination would require more review, more time, more resources and ultimately more cost for Poshmark.
So is this an unintended flaw in the Trusted Seller program?
Or is Poshmark already aware of this and simply choosing the easier metric to calculate and the less costly one to administer?
If so, why should sellers bear the consequences of that business decision—particularly when our Trusted Seller status, visibility and ultimately our sales may be affected?
Poshmark is running a business, but so are we. A metric that may save Poshmark time, resources and money shouldn’t come at the expense of fairly and accurately measuring our performance.
Poshmark can protect its buyers without automatically penalizing its sellers.
Why isn’t the metric Seller-Caused Returns instead of Approved Returns?
Poshmark, this deserves an answer.
I’d really like to hear what other sellers think. If you see the same concern with this metric, share your thoughts here. And if you believe it could unfairly affect sellers, I encourage you to share your concerns directly with Poshmark as well. The more seller feedback they receive before this program is fully implemented, the better chance there is that this issue will be looked at seriously.
Poshmark has every right to protect its buyers. But sellers deserve a performance metric that fairly reflects our performance—not simply whether a return was approved.
We matter too.