My buyer said the item is 'not as described'

If a buyer tells you an item they bought from you isn’t as described, you should advise them to raise an issue in the Resolution Center.

Resolving an issue like this through the Resolution Center means both you and your buyer stay protected, and if needed, Depop Support can help guide the process.

 

What happens next

• Once the buyer has raised an issue, make sure you respond promptly to any updates or notifications we send you 
• If you believe the item is as you described in your listing, you may need to provide photos that clearly show this
• Depop Support will then step in and make a decision based on the evidence provided
• If we decide an item isn’t as described, we may arrange for the buyer to return the item to you, and then proceed to refund them in full from your account once you’ve received it

 

My buyer paid with PayPal

PayPal handles disputes in its own Resolution Center. If your buyer believes their item isn’t as described, you can support them by advising them to raise an issue with PayPal directly.