How to Handle an "Item Not as Described" Claim on Depop

How to Handle an "Item Not as Described" Claim on Depop

Navigating the world of online resale means that sooner or later, you'll encounter a Depop "item not as described" claim. While it can be stressful, knowing the correct procedure can make all the difference. A well-handled Depop dispute protects your reputation, ensures a fair outcome, and keeps your business running smoothly.

Handling these claims professionally is a key part of scaling your resale business. For sellers looking to minimize these issues and maximize growth across platforms like Depop, Poshmark, and eBay, having the right tools is essential. Our platform is designed to streamline your operations, from listing to sales, reducing the errors that can lead to claims. Try our free trial and see how we help you sell smarter.

This guide will walk you through every step of the Depop claim process for sellers, from initial contact with the buyer to understanding Seller Protection and processing refunds. We'll cover what to do for transactions made with Depop Payments and PayPal, ensuring you're prepared for any situation.

Initial Steps: What to Do When a Depop Dispute Arises

When a buyer first contacts you about an item they believe is not as described, your immediate actions are crucial. How you respond sets the tone for the entire resolution process.

Always Try to Resolve with the Buyer First

Your first priority should always be to resolve the dispute directly with the buyer before involving Depop. This approach can often lead to a faster, more amicable solution that satisfies both parties and avoids a formal, escalated claim.

Opening a direct line of communication shows the buyer that you are a responsible and attentive seller who values their satisfaction. This can prevent a simple issue from escalating into a more complex Depop claim.

Respond Within 24 Hours

Time is of the essence. A Depop seller should respond to the buyer’s initial message within 24 hours. A prompt reply demonstrates professionalism and a commitment to resolving the issue quickly.

Failing to respond in a timely manner can frustrate the buyer and may lead them to escalate the dispute to Depop Support prematurely. A quick response can de-escalate the situation and build trust.

Ask the Buyer for Proof

When a buyer raises an "item not as described" dispute, the seller must ask for proof of the flaws or issues. This is a critical step in understanding and validating the claim.

Buyers are required to provide evidence, which can include:

• A detailed description of the issue.
• Clear, detailed photos of the item.
• Specific photos of any flaws.
• Photos of anything that wasn’t clearly shown in the original item listing.

Asking for this proof helps you figure out what might have gone wrong. It could be an honest lapse on your part, damage that occurred during shipping, or a misunderstanding of the listing. This evidence is essential for evaluating whether the buyer's claim is valid.

Evaluating the Claim and Finding a Resolution

Once you have received the buyer's evidence, you can properly assess the situation. Your next steps will depend on whether you find the claim to be valid or untrue.

If the Claim is Valid

After reviewing the buyer’s proof, check the issue they mentioned. It's possible the flaw was something you missed mentioning in the listing description or something you didn't see before shipping the item.

If you find that you were at fault, it's important to act as a responsible seller. Try to settle the matter directly with the buyer and provide a resolution that works for both of you.

You should offer the buyer something to compensate for the inconvenience. Common solutions include:

• A partial refund: This is often a good solution if the buyer wants to keep the item but agrees it's not worth the full price due to the flaw.
• A full refund: This is typically offered upon the return of the item.
• A new item: You might offer to send another item from your shop for free as compensation.

If the Claim is Untrue

If you review the evidence and determine the "item not as described" claim is untrue, you should contact Depop immediately. It's essential to act fast to protect your account and finances.

You must provide Depop with necessary evidence to prove the buyer's claim is false. This can include your original listing photos, descriptions, and any other documentation that supports your case. As long as you qualify, you should be protected by Depop's Seller Protection program.

Understanding Depop Seller Protection

Depop Seller Protection is a program designed to provide a secure environment for sellers. When a transaction or communication with a buyer goes wrong, the platform will step in to help resolve the dispute.

If you provide enough evidence to settle a Depop dispute, the platform will take your side, allowing you to continue running your online store without being penalized for a false claim.

Eligibility for Seller Protection

The Depop Seller Protection program is available for users in the United States and the United Kingdom and covers sales up to an amount of £250. However, sellers must meet several criteria to be eligible:

• The sale must have been made using the in-app BUY button.
• You must use Depop shipping labels for shipping.
• The item sold cannot be on Depop's list of prohibited items.
• The product must be shipped to the same address that appears on the Depop sales receipt.
• You must have solid proof that the product was correctly shipped to that address, such as tracking information.

What Seller Protection Does Not Cover

It's equally important to understand the situations where you will not qualify for Seller Protection. Sellers are not covered if:

• The item is "significantly not as described." This includes issues like incorrect sizes, wrong colors, counterfeit products, items with severe damage or significant wear not mentioned in the listing, incorrect items, or missing items from a bundle.
• You fail to respond to Depop's emails within the given timeframe.

The program is also only applicable when there is proof of a first claim made with PayPal and proof that you, the seller, lost an appeal on that platform.

The Formal Depop Dispute Process for Depop Payments

If you and the buyer cannot resolve the issue yourselves and the transaction was made using Depop Payments, the dispute moves to a formal process handled by Depop.

Providing Evidence to Depop

Once a dispute is opened against your sold item, you must provide all necessary proof of the item's condition, authenticity, or size to Depop. This must be done within the allocated time frame to show that you are an honest and responsible seller.

Depop's Evaluation and Mediation

Depop will then conduct an evaluation to determine if the item is "significantly not as described." Based on this evaluation, Depop will mediate a resolution between you and the buyer.

If both parties still cannot arrive at a resolution, Depop will advise the buyer to return the item to you using tracked postage. When arranging a return, all a seller needs to do is ask their buyer to return the item with tracked shipping and provide a return address. You should issue a refund for the full sale price (excluding the shipping fee) once you receive the returned item. If the refund is delayed, it can be processed for the buyer as long as they can provide proof of return.

Special Case: Counterfeit Items

One important exception involves counterfeit goods. If an item you sold is determined to be counterfeit, it must be automatically refunded. The buyer is not required to return the item, as shipping counterfeit goods is illegal.

Handling a Depop Claim for PayPal Transactions

If an item was sold via PayPal, the process for solving the dispute is different. These issues are handled through PayPal's own resolution system.

Attempt to Settle Before Escalation

As with Depop Payments, you should always try to settle the issue with the buyer first. This can prevent the buyer from raising a formal issue with PayPal, which can be a more complicated process.

You can provide pictures of the item's condition to the buyer to establish what the problem is and try to find a resolution that works for both of you.

Dealing Directly with PayPal

If you cannot resolve the issue with the buyer, you will have to resolve it by dealing directly with PayPal. You must provide them with all necessary proof to help your case. Be sure to keep a close eye on your email for any communications from PayPal regarding the dispute.

For any sale of confirmed counterfeit items, both PayPal and Depop may be unable to arrange or facilitate a return of the product.

How to Process Refunds on Depop

Whether you've agreed to a partial refund or need to issue a full one, knowing the steps is crucial. The process differs slightly for Depop Payments and PayPal.

Refunding with Depop Payments

Before you can issue a refund to a buyer who paid through Depop Payments, you will need to add a top-up card (a debit or credit card) to your account. This ensures you can always refund buyers when necessary.

To issue a full or partial refund:

1. Log in to your Depop account.
2. Tap on your sold items and then select "All Sold Items."
3. Choose the transaction you want to refund and tap "Refund."
4. For a full refund, select the "Full refund" tab. For a partial refund, choose the "Partial refund" tab and enter the amount you wish to refund.
5. Tap "Continue" to review the details.
6. Click on "Confirm refund" to complete the process.

When you issue a full refund for an entire transaction using the app's refund button, the shipping label cost will also be automatically refunded to you. However, for a partial refund, you will have to get in touch with Depop Support so they can process a shipping label refund for you separately.

Scale Your Business and Reduce Claims with Reeva

Handling a Depop "item not as described" claim is a reactive process, but the best strategy is a proactive one. Preventing claims from happening in the first place saves you time, money, and stress. This is where professionalizing your resale business with the right tools makes a significant impact.

We designed our platform to help resale businesses accelerate growth and scale with ease. By simplifying and automating your operations, we help you reduce the manual errors that often lead to disputes.

Create Accurate, Detailed Listings in Seconds

Many "not as described" claims stem from incomplete or inaccurate listings. It's easy to miss a small flaw or forget a key detail when you're listing dozens of items. Our platform helps eliminate these risks.

You can turn photos into complete listings instantly. Just upload your photos, and we create listings with titles, descriptions, and prices. As our user FabFam from Washington noted, "Reeva has cut my listing time by more than half. I can take photos, voice-to-text my details, and let Reeva handle the rest." This level of detail and accuracy significantly lowers the chance of a buyer being surprised by what they receive.

Manage Your Entire Business from One Place

As your business grows across platforms like Poshmark, eBay, Mercari, and Depop, management becomes complex. Keeping track of inventory and listings is a full-time job.

We provide the tools to manage your business seamlessly. With one click, you can publish items to all marketplaces. Our auto-delist feature instantly removes sold items everywhere, preventing overselling. AlistairBP, a reseller from Georgia, said the auto-delist feature is one he "couldn't live without." He went from selling 3-5 items a week to 10-15 a day after using our platform.

Save Time and Reinvest in Growth

The time you spend on administrative tasks is time you're not spending on sourcing new inventory and growing your business. We automate the repetitive work so you can focus on what matters.

TUFFNY from New York shared, "I've cut down my admin time by at least 30%, which has allowed me to source more products and expand my offerings." With features like automated Poshmark sharing, personalized offer sending, and tools to relist stale products, we help boost your visibility and maximize sales without you lifting a finger.

If you're ready to stop juggling spreadsheets and multiple apps and start growing your resale business efficiently, we are here to help. See how our platform can transform your workflow and help you build a more profitable, scalable business. Start your free trial today.

Conclusion: Master the Depop Claim Process and Grow Your Business

Successfully handling a Depop "item not as described" claim comes down to communication, evidence, and understanding the rules. Always try to resolve issues directly with the buyer first and respond within 24 hours. Know the difference between the Depop Payments and PayPal dispute processes and be familiar with the criteria for Depop Seller Protection.

Ultimately, the best way to deal with claims is to prevent them. Creating highly accurate listings, managing your inventory meticulously, and professionalizing your operations are the keys to minimizing disputes and building a trustworthy brand.

By automating your business, you can reduce errors and free up valuable time. We offer the tools you need to list faster, manage inventory across multiple platforms, and track your business's health with powerful analytics. Take the next step in scaling your resale business.

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