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 original item description or stated condition. Before changing the offer status to Not as Described, update the condition and payout of all affected items first. Once all item updates are complete, provide clear reasons explaining why the inspected condition differs from the customer's description.
Before you begin
Make sure:
The offer status is set to Being Inspected.
You have inspected the items and identified any differences between the customer's description and the actual condition.
Automatic reminder and confirmation emails are enabled to keep customers informed.
How to Update
Go to the Offer Details page and inspect the items against the customer's original descriptions.
Click the pencil icon and change the status to Not as Described.
Select the checkbox(es) for the unmatched item(s).
Update the item condition:
Click the three-dot (meatball) menu, and select Update Item
Fill in:
Color
Condition
Payout
(Optional) IMEI / Serial Number
Internal defect notes
Internal inspection notes
Assessment (Photo or Video of the item)
Click Update to confirm
Note
If multiple items have discrepancies, repeat this process for every affected item before proceeding.
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 for a Smooth Inspection Process
The linked revised offer appears in the banner on the Offer Details page.
Always upload clear and complete image proof to build customer trust.
Update all affected item conditions and payouts after selecting Not as Described but before clicking Update Status.
If multiple items require updates, complete all updates first.
Upload clear inspection images to support your findings.
Explain every relevant condition change in the Reason Notes.
Keep customer-facing explanations professional, transparent, and easy to understand.
Important: Do not click Update Status until all affected items have been updated with the correct condition and payout.
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 complete 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 canceled 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.