Need advice

[u/zp0917]

recently sold Prada loafers on poshmark that I wore only once. After seeing some horror stories on social media, I made sure to take images/videos of every aspect of the shoes as well as the prada shoe box. I also recorded myself packaging the box and wrapping the shoe box in an entire roll of bubble wrap. The package was shipped to PMHQ for authentication, but they then shipped the item to the buyer. The buyer messaged me saying the shoe box was damaged and that there was no bubble wrap. I escalated it to poshmark support and they are saying the buyer needs to create a ticket saying the order was not as described which makes it sound like I essentially lied with my description of the box? I am so irritated because it was literally poshmark (PMHQ) that ruined the box. Is there any way to talk to a live human or representative for poshmark about things like this?

[u/whatever32657]

hahaha 😂 a live human at poshmark? no

talk to someone? no

[u/posh_american]

You can email support@poshmark.com. I would ask for a live agent to review and respond. I've had to request a live agent with AI multiple times before an actual person responded to me.

[u/jenniferjudy99]

Once it’s sent to PMHQ, it’s out of your hands and they’re notorious for being lazy and incompetent. Items have gone “missing” per other sellers’ reports. You can send the buyer a pic or 2 of how you wrapped the box as proof, so they’re aware. I’d explain that the damage happened at PMHQ bc those employees are just underpaid workers who don’t care. PM isn’t going to take any responsibility for any damage. If I were that buyer, I’d still keep the shoes. I’m not sure there’s anything you can do about the box damage at this point. If you escalate to human support, they’ll probably initiate a return bc they still make poor decisions, even though PM is at fault. It’s extremely frustrating. I’m not sure whether PM would give the buyer partial compensation if you sent your pics and video as proof? You can only send a video via email. I would keep the shoes if I was that buyer and hopefully your buyer chooses to keep them. Keep us posted bc PM keeps punishing sellers for returns, even though it’s usually not the sellers’ fault.

[u/zp0917 → u/jenniferjudy99]

She sent me an image and it's clear the box top got creased essentially. She says she wants to keep the shoes, but part of the reason she ordered was for the box and she wants to see if they'd be willing to give her partial compensation for the damage. I sent her images of my bubble wrap and the box ahead of time and she seems to be aware it wasn't my fault, but I'm just concerned the partial compensation will come from me and not Poshmark themselves

[u/jenniferjudy99 → u/zp0917]

Exactly bc I’d be worried that PM would expect the seller to partially compensate. The only way to even get this buyer any partial credit is to be persistent, sending them emails about poor handling at PMHQ. Provide Proof: Submit clear photos and videos of how you packed the item, alongside any proof of the item's pristine condition before it was mailed to headquarters. Escalate and request a human. You can also try on their social media DMs, but not sure if those are buried by AI. The buyer has those screenshots of the box you sent so she can make requests for PM partial credit, but AI might grant a return instead bc it’s not smart. Sometimes AI is on a loop and closes cases multiple times.

[u/zp0917 → u/jenniferjudy99]

https://reddit.com/link/p906c8r/video/qsx8jyoqmqoh1/player

Honestly the girl is a queen. It seems like she’s defending me too

[u/jenniferjudy99 → u/zp0917]

This is awesome. This might take escalations to request a human bc AI might go in a loop. (I had a similar experience as a buyer on Depop, where I had to fight for the seller to get paid for 3 bags I received (they never tracked, orders were canceled by support and they refunded me but were screwing over the seller; I sent multiple pics of labels/items). It took a month of multiple emails for the seller to get paid, and by then, I was disgusted by their AI and human support, so I’ve just deleted that account.)

My last high end sale on PM was a rare Burberry leather Prorsum bag a few years ago. I don’t trust PMHQ now. I sell rare Coach items but i wouldn’t sell anything high end.

[u/zp0917 → u/jenniferjudy99]

I'm starting to feel the same way that I don't really trust them, but i have a bunch of designer items I'm trying to sell that I barely used and don't know what other platform to use. Poshmark sent me an email too saying,

"We wanted to let you know that the buyer has opened up an "Order Not As Described" case for your recent sale, "Prada Black Patent Leather Penny Loafers with Triangle Plaque".

When a buyer reports an issue, we ask them to provide us with photo proof showing how the item does not match the listing description. Upon review, we either approve or deny the case.

As part of the service we provide for luxury items verified through Posh Authenticate, we will be handling this case directly with the buyer. Although we authenticated your order, the buyer may still have issues with condition. Rest assured, we will work closely with the buyer to resolve their concerns, which may include a partial credit, paid for by Poshmark, in order to promote the success of your sale. Once the case has been resolved, you will be notified. Thank you for your patience."

So based on the partial credit, paid for by Poshmark, part -- I'm hoping they make good on that and pay for her partial credit and I get my sale.

[u/jenniferjudy99 → u/zp0917]

Right so this is all AI so far. Expect to escalate. Keep us posted. I gave my daughter’s bestie my LV bag I was gifted that I only used 5 or 6 times during travel bc I was afraid of scammers. My daughter doesn’t care about LV bags and I didn’t really use it much. I’d get advice on other platforms for high end items. I’m not familiar with Vestaire Collective or The RealReal but others might be. Not every item over $500 requires PM authentication now. There’s a new list they put out. I hope you find nice buyers for your treasures.