Purpose
Learn how the Not as Described status works and how to process it in a clear, transparent, and fair way for your customers.
When to Use “Not as Described”
Use this status during inspection when one or more items do not match the customer's detailed item description. Updating an offer to Not as Described requires adjusting the item condition and payout.
Before you begin
Check that the offer status is set to Being Inspected.
Make sure automatic reminder and confirmation emails are turned on to keep your customers informed and avoid any confusion.
Video Walkthrough
Watch our quick tutorial to handling "Not as Described".
Steps
How to Update
Go to the Offer Details page and upload images as inspection proof.
Click the pencil icon and change the status to Not as Described.
Select the checkbox(es) for the unmatched item(s).
Update the inspection information, including:
(Optional) IMEI / Serial Number
Internal defect notes
Internal inspection notes
Update the item condition:
Click the three-dot (meatball) menu, and select Update Item
Fill in:
(Optional) IMEI / Serial Number
Color
Condition
Payout
Click Update to confirm
Enter the Reason Notes.
Note: These notes are visible to the customer in the Customer Portal—keep them clear and professional.
Enable Send Email to notify the customer of the updated offer.
Once submitted, the system automatically creates a Revised Offer and links it to the original offer.
Tips
The linked revised offer appears in the banner on the Offer Details page.
Always upload clear and complete image proof to build customer trust.
What Your Customer Sees
After the update:
The customer is notified via email and the Customer Portal.
They can review:
The reason for the update
Any attached inspection images
What Your Customer Needs To Do
If accepted:
The status moves to Seller Accepted, and the workflow continues normally.
If declined:
The customer must completes a Rejection Survey
Feedback appears as Customer Notes on the Offer Details page
The offer status changes to Return
Quick Action (Optional)
In some cases, your team can respond faster by using the notification banner actions and selecting Accept or Decline. This allows you to quickly decide whether to proceed or return the item.
When the Updated Offer Is Declined
The revised offer is cancelled for the affected item(s).
You must return the item(s) to the customer.
Download the shipping kit from: Offer Details → Offer section
Once the status changes to Return, the shipping label automatically uses the customer’s address.
Using Not as Described with clear explanations, supporting images, and timely notifications ensures a transparent inspection process and builds customer confidence in every buyback decision.