Poshmark's Posh Protect policy controls disputes over items not as described. Under this policy, as described in a 2012 official blog post, the platform holds the seller's payment until the buyer confirms receipt of the item and that it matches the listing description. This verification step aims to protect buyers from mismatches. For issues, check your order page for a "Problems/Order Inquiry" option or contact support.
Platform policy, not credit card chargebacks or general consumer laws, governs initial resolution. Gather photos comparing the item to the listing and order details before reporting. Escalation to payment processors like PayPal or credit cards is a last resort after platform attempts.
What Controls Poshmark "Item Not as Described" Disputes
Posh Protect holds the seller's payment until the buyer confirms receipt of the item and that it matches the listing description. Buyers must actively confirm these details post-delivery; failure to do so or reporting a mismatch triggers platform review.
This is a marketplace policy, separate from credit card billing disputes or state warranty laws. Official evidence confirms only the buyer confirmation process--no automatic refunds or detailed timelines are specified.
| Aspect | Posh Protect Policy Detail |
|---|---|
| Coverage | Buyer confirms receipt + item matches listing description |
| Payment Hold | Seller not paid until confirmation |
| Evidence Role | Photos, listing comparison support mismatch claims |
Practical Steps to Report an Item Not as Described
Start on the order page with the "Problems/Order Inquiry" button to log the issue directly with Poshmark. Include order ID, photos of the received item next to listing screenshots, tracking confirmation, and a clear description of the mismatch (e.g., color, size, condition differences).
Email [email protected] with the same details for a record. If no response in 72 hours, consider public posts on Twitter/X to prompt attention. Do not skip platform tools for immediate chargebacks, as Poshmark requires internal handling first.
Evidence Checklist:
- Order ID and listing URL
- Unboxing/delivery photos
- Side-by-side item vs. description images
- Shipping tracking proof
Limits, Exceptions, and What Does Not Apply
Posh Protect focuses on description matches. Secondary sources note it excludes fit issues or buyer remorse, though not officially confirmed recently. A 2026 Seel returns pilot covers only "does not fit" or "changed mind" with prepaid labels and item+tax refunds (shipping excluded), but this is limited scope and not for description disputes.
General U.S. consumer protections like FTC rules on misrepresentation do not directly override platform policy. Credit card chargebacks follow separate processor rules with their own evidence and timelines--use only after unresolved platform efforts. Accidental purchase cancellations (within 3 hours) apply to sellers, not item disputes.
FAQ
Does Posh Protect guarantee a refund if the item is not as described?
The policy holds payment pending buyer confirmation of match; resolution details are not specified in official sources.
What if it's a fit issue instead of description mismatch?
Secondary sources indicate Posh Protect does not cover fit; a limited Seel pilot may apply for select returns.
How long to hear back from Poshmark support?
No official timelines confirmed; secondary advice suggests waiting 72 hours before escalation.
Can I get a chargeback right away, or must I use Poshmark first?
Platform policy requires internal reporting first; chargebacks are escalation only.
Is shipping refunded in these disputes?
Not confirmed in policy for description issues; Seel pilot excludes it for covered returns.
Next, review your order page today and compile evidence before contacting support.