A "not as described" claim lands in your inbox and your first instinct is panic. Slow down. Depop’s resolution process is straightforward when you know the steps, and a well-documented listing gives you more protection than you might think. This guide walks you through exactly what to do from the moment a claim arrives to the moment it closes.
What "Not as Described" Actually Means on Depop
Depop’s buyer protection covers cases where an item is materially different from what the listing described. Common examples include undisclosed damage, wrong size, wrong color compared to the photos, or a condition substantially worse than stated.
A buyer who simply changed their mind does not have a valid "not as described" case. Neither does a buyer who claims an item looks different in person from the listing photos, as long as your photos accurately showed the item. Knowing this distinction matters, because it shapes how you respond.
Step 1 — Respond to the Buyer First
When a buyer messages you about a problem, respond within 24 hours. Keep it professional and calm. Acknowledge that they have a concern, ask them to send photos of the issue, and let them know you want to resolve it.
Do not apologize for something you have not confirmed yet. Do not offer a refund immediately. A measured, polite response often resolves the situation before it becomes a formal dispute.
Step 2 — Gather Your Evidence
Before the dispute goes to Depop, pull together everything you have:
- Your original listing photos. Screenshot them with the timestamp visible if possible.
- Your listing description. Copy the exact wording, especially condition disclosures.
- Shipping records. Your tracking confirmation and any photos of the item before packing.
- Buyer’s photos. Ask them to send clear photos of the exact issue they are describing.
Compare what the buyer is showing you against what your listing said and showed. If you disclosed a flaw and they are claiming that flaw as "not as described," your evidence directly contradicts their claim. If a genuine mistake was made, knowing that early helps you respond honestly and reach a fair resolution faster.
Step 3 — Open or Respond to the Formal Dispute
If the buyer escalates through Depop’s resolution center, you will receive a notification. Respond within the timeframe Depop specifies; missing the window can result in an automatic decision against you.
In your response:
- State clearly whether you agree or disagree with the claim.
- Upload your evidence: original listing photos, your description, packing photos.
- Explain in plain language how your listing accurately described the item, or acknowledge the specific point of difference if one exists.
- Keep the tone factual, not defensive.
Depop’s support team reviews both sides and makes a final call. The process typically takes a few days to a week.
Step 4 — Understand the Outcomes
Depop can decide in one of three ways:
Seller wins. The sale stands. This happens when the listing accurately described the item and the buyer’s claim is not substantiated by the evidence.
Full refund and return. The buyer returns the item and receives a full refund. Shipping costs for the return may come from the seller depending on who Depop determines is at fault.
Partial refund. Sometimes Depop offers a partial refund as a middle ground when the issue is real but minor. Accepting a partial refund is often faster and closes the dispute without the item needing to come back.
If you disagree with Depop’s decision, you can appeal once by contacting support with additional evidence. Appeals are granted when new information is genuinely available, not simply because you want a second opinion.
Prevention Is Cheaper Than Resolution
The easiest way to handle a "not as described" claim is to never receive one. That comes down to how thoroughly and accurately you describe your items before listing.
Photos matter most. Shoot in natural light. Show every flaw directly. A small pilling patch, a faded hem, a hairline crack on a snap fastener — photograph it. Good photos of every flaw are your best defense if a dispute ever arises.
Descriptions need specifics. State the condition clearly. Include measurements. Name the material. If something is vintage or runs small, say it. Buyers who have accurate information before purchasing have no grounds for a "not as described" claim after.
Use consistent condition terms. Vague language like "good used condition" invites interpretation. Specific language like "light pilling on front, no damage to seams, all zips work" leaves nothing to imagination. For guidance on standard reseller condition abbreviations, the reseller acronyms glossary is a useful reference.
Understanding how Depop’s algorithm rewards listing quality also helps: complete, accurate listings not only protect you from disputes but get seen by more buyers.
If writing thorough, accurate Depop descriptions feels like extra work, the Depop AI Listing Generator writes condition-specific titles, descriptions, and hashtags automatically. You photograph the item, it writes the copy, and you review before listing.
What About Shipping Problems?
A "not as described" claim is different from a lost or damaged-in-transit claim. If a buyer says the item arrived damaged, that is a shipping issue. If your item was undamaged when it left and you have photos to prove it, the dispute may be handled differently by Depop or by the carrier.
Understanding your Depop shipping options and how labels work helps you choose a method that gives you tracking and carrier protection by default, which adds another layer of evidence if a damage claim ever comes up.
Write Listings That Are Impossible to Dispute
QuickListAI writes complete, accurate Depop descriptions that cover condition, measurements, and materials, so buyers know exactly what they are getting before they buy. 2 free listings, no credit card required.
Add to Chrome, FreeFrequently asked questions
Depop’s buyer protection window closes after the buyer confirms receipt or after a set period passes, whichever comes first. Once a sale is marked complete, the formal dispute path is no longer available to the buyer, though they can still leave a review.
Submit your original listing evidence calmly and let Depop review it. Depop looks at photos, description text, and both parties’ accounts. If your listing accurately documented the item, that evidence typically resolves in the seller’s favor. Do not engage in back-and-forth accusations with the buyer; let the evidence speak.
No. A partial refund is sometimes proposed by Depop or offered by the seller, but neither party is forced to accept it. If you believe your listing was accurate and the claim is not valid, you can decline a partial refund and let Depop make a final ruling.
A single dispute that resolves in your favor does not penalize your account. Multiple unresolved disputes or a pattern of inaccurate listings can affect your standing and your visibility in search. Prevention, through accurate listings, is the most practical approach.
At minimum: condition stated explicitly, measurements for any sized item, photos of all four sides and any flaws, fabric content, and a note about anything that differs from the brand’s standard sizing or labeling. [Understanding Depop’s best hashtag and description practices](https://quicklistai.org/depop-hashtags-and-marketplace-tags-guide/) also helps buyers find the right listing for them, reducing mismatched purchases.
Depop’s standard policy does not automatically refund the seller fee when a refund is issued. Check Depop’s current help documentation for the latest fee handling rules, as policies can change.