INAD Meaning for Resellers and How to Avoid It

If you’re reselling on eBay and other similar marketplaces and never heard of INAD, consider yourself lucky.  Though it’s not a scam in itself, it’s an acronym you should be familiar with as it matters during refund and return claims.

So what is INAD? It stands for Item Not As Described. Buyers use it when claiming that a item they received wasn't as described and requesting a return, refund, or replacement.

Here’s what it means, why buyers use it, and what you should know as a reseller.

What does INAD mean?

INAD is used to describe claims that an order was received, but was not as described in the listing. A broad range of conditions can qualify as an INAD claim. There’s no universal rule for INAD, though, so one claim may be accepted as INAD in one marketplace but not considered in another.

Generally, INAD can cover any of the following, with examples:

• The wrong item. For example, the order was for a silk blouse, but what arrived was a silk skirt. Or anything that’s not silk, and not a blouse.
• Wrong model or variation. The buyer ordered the Nintendo Switch 2 but  getting a Switch Lite instead.
• Misrepresented conditions. Item listed was a NWT Anthropologie blouse, but what came in has no tags and reeked of sweat.
• Undisclosed damage or defect.  The buyer bought an electric scooter, but the side-stand needs replacement. This was not mentioned in the listing.
• Missing major parts.  It's like getting a collectible dollhouse but with missing furniture that was included in the listing.
• Counterfeit items.  The item is listed as coming from a certain brand, but receives a cheap knockoff instead.
• Damaged items. A vase is ordered intact, but arrives broken (on a case-to case basis).
• Missing quantity. A limited-edition Jenga arrives with 53 wooden blocks instead of the standard 54.

Why INAD Matters in Reselling

Getting hit with an INAD claim usually results in a return, a refund, or a dispute. It costs money, especially if you have to cover the return shipping. It can also affect your shop reputation and seller metrics.  You still lose both money and inventory when you decide to refund and let them keep the item. 

For example, you listed a game console with a charger but forgot to include the charger when packing. This can result in an INAD claim because you mentioned there’s a charger included in the listing.

To protect yourself from INAD claims, it’s your responsibility as a seller to make accurate and complete listings and make sure all inclusions (batteries, parts, accessories) are included when packing an order. 

Other types of returns or claims worth noting are INR, buyer’s remorse, and returns due to a wrong order.

INAD vs. INR—What’s the Difference?

Another term closely related to INAD is INR, which means “Item Not Received”. Simply put, the buyer claims they did not receive their order. 

Sellers and buyers alike often mistake one for the other, but INR is easy to identify because the item never arrived. For INR, using the tracking features of your courier helps to check whether those claims are valid or made-up. INAD, on the other hand, involves receiving something, but not what was expected.

Preventing an INAD Claim

Unfortunately, INAD is being abused by some buyers. Haven’t received an INAD claim yet? These steps are worth doing to protect you and your resale business.

• List diligently. Include relevant details—brand, make, color, size/dimensions, condition, flaws. Clarify what’s included (or not).
• Record a packing video. This shows buyers the actual condition of their order before it is boxed or sealed in the mailer.
• Choose trusted carriers. Some  marketplaces allow the sellers themselves to choose their own courier. Though some sellers prefer this to save on fees, some fail to track their shipments in real time. We recommend shipping with your marketplace’s preferred carriers for added security.
• Communicate clearly with the buyer. Answer their questions as thoroughly as possible; correct misconceptions early on (preferably when they make an offer).
• Collect evidence of flaw/damage disclosure.  If you have mentioned the flaw in your messages with the buyer, the messages could serve as evidence against an INAD claim. 

I’ve received an INAD claim. What should I do?

INAD claims are preventable, but they can still happen.  Reading the buyer’s complaint is the first step, then cross-check it with your original listing to see whether anything was misrepresented. Review your title, description, and other details.

This is where keeping evidence comes in. Gather screenshots of messages, photos and videos of the packed item, shipping records and other information. While you’re at it, resist communicating with the buyer outside the platform. 

For returns and refunds, follow the policy of the marketplace you used. As mentioned earlier, marketplaces differ in their terminology and interpretation of claims, so always refer to their T&Cs.

Quick summary

• INAD means Item Not As Described. The item is materially different from what was described in the listing.
• INAD policies differ across platforms.
• If you receive a claim, revisit your listing, file a dispute if you have enough evidence, and follow the marketplace’s policy for disputes.