Mercari Customer Service Issues

I have a Samsung S6 that auto-updates; recently I updated the app to access coupons. After spending $[redacted].00 and not being able to utilize coupons on $40.00 & $21.00 purchases, I didn't receive my expected mercari credits or discounts. Despite raising this issue and being advised to update the app, I haven't made any progress. Speaking with a supervisor only led to the same advice to update the app. I am frustrated and seeking resolution, as I feel entitled to $30 in credits due to being unable to use the coupons on an already updated app.

I purchased a pair of sneakers from a seller on this platform. We conducted the transaction through PayPal. The seller mentioned having a matching hat, but I needed to add funds to my PayPal account first. After replenishing my account, I expressed interest in buying the hat at the increased price of $[redacted] to secure it. However, I was unexpectedly suspended indefinitely, while the seller was suspended for 24 hours.

I'm new to this platform and didn't realize I had received a final warning. I'm not very tech-savvy. I only provided my email address for tracking information on a purchased item on Mercari. I misunderstood the shipping process regarding tracking responsibility. Apologies for any unintentional error on my part; it was not done intentionally. I already paid for the item, and I feel terrible about the situation.

My account was unexpectedly closed due to a prior suspension linked to it. However, I have no knowledge of this previous account. Despite explaining the situation, I am receiving the same automated response regarding pending deletion and requesting a direct deposit. My 15-year-old daughter was a victim in a random shooting, and the items sold on the account were hers to purchase necessities we currently struggle to afford due to medical bills and job loss. I urgently need access to the funds, which rightfully belong to my daughter. I inquired about temporarily lifting the hold for her to use the remaining balance and credits or even transferring it to another member, but I keep receiving the same generic reply. It is unjust to withhold our money. My daughter deserves compensation for the sold items. I am desperate for assistance with this issue.

Hello, I am writing to address an issue with an item I shipped a while ago. I have not received a rating for it, which is holding back my payment from Mercari. After contacting both the customer and Mercari, I was advised to reach out to Mercari if the rating wasn't received within 24 hours. The item has been tracked and confirmed as received. I have provided all necessary information to Mercari and the customer. I am eager to have this matter resolved promptly. Your prompt attention to this matter would be greatly appreciated. Thank you for your assistance. Looking forward to hearing from you soon. Best regards, Jill Hoffman

I am a new seller on Mercari. I printed a USPS label for shipping but realized the item wouldn't fit in the box I selected. I paid for new postage at the post office and updated the buyer with the new tracking number. However, I am unsure how to change the tracking number in the system to receive payment. How can I update this information? Additionally, I would like to know the process for receiving payment - specifically Direct Deposit. Thank you, Dottie.

After listing a never-worn t-shirt on my account, I found a buyer and shipped off the item. However, they requested a refund. Upon agreeing, I awaited the return of the shirt. Surprisingly, the buyer messaged me with harsh words claiming the shirt had a hole and smelled like a hoagie, even though I meticulously inspect items before selling them, and I'm vegan, making the hoagie claim impossible. The messages were hurtful and unexpected. I tried to respond but discovered the buyer had blocked me. Now, I'm unsure if the item will be returned to me.

Today, I bought a printer for $6 and paid $6.50 for shipping, as per the listing. However, the seller canceled my order abruptly. I am upset because now the printer is relisted at a higher price than what I purchased it for. I don't believe it's fair or right for the seller to do this, especially since I paid the original asking price. It's frustrating that now I have to wait ten days for a refund when the printer is already up for sale again at a different price. I purchased it fairly, and I want either the printer or my refund promptly, not delayed.

I would like assistance with a recent order that was mistakenly placed by my niece. The item in question, with the ID # m[redacted]1, seems to be counterfeit. After swiftly requesting a cancellation through the appropriate channel, I received confirmation that it would be processed. Despite my efforts and attempts to communicate with the seller to cancel the order, she proceeded to ship the item after ignoring my request. I am seeking assistance from Mercari because, although I followed all cancellation procedures before shipment, the seller still sent the item. I am questioning how the seller was able to bypass my cancellation request once the tracking number was added through USPS. Given the circumstances, I would like support either canceling the order or arranging a return with the seller. I rely on social security income and am disabled, so this purchase holds significant weight for me. Furthermore, I genuinely enjoy shopping on Mercari and have been a loyal and satisfied customer, as reflected in my 5-star ratings. Any guidance and aid Mercari can provide would be greatly appreciated. Thank you for your understanding and assistance. -Calla R.

I recently sold 9.05 grams of 10k and 14k gold for scrap that I purchased from a reputable jeweler. The buyer claimed that one ring was identified as 14k rolled gold plate and had it acid tested, revealing it weighed 2 grams. I requested photos of the ring's stamp and it on a scale. The buyer mentioned she would share images from an auction in 15 minutes, but upon searching, I couldn't locate the listing. I stand by the items I sold as solid gold, all acquired from a trustworthy local jeweler. I'm uncertain about how to proceed given the lack of pictures from the buyer regarding the ring.

Dear Mr. Yamada, I encountered an issue for the second time where a Mercari order was mysteriously cancelled due to an item being “damaged or defective” after shipping. This time, the canceled purchase was intended to uplift a co-worker whose family lost everything in a house fire. The wife tearfully shared her concern for her 14-year-old son who missed his PS4 the most. Heartbroken by their story, I purchased a used PS4 and games from Mercari for them. However, the order was cancelled and refunded without consequences for the seller. I’m disheartened by this situation and unsure how to explain it to the family. As the head of Mercari, I felt it necessary to bring this treatment of buyers to your attention. Sincerely, Diana Jarava

I encountered a customer who reported not receiving their package even though the tracking showed it was delivered. Despite checking with them a few days later, they still hadn't received it due to construction in their area. I advised them to contact me if it didn't arrive within a day or two. Eventually, since they hadn't received the package, I issued a full refund. However, a few days after refunding, the customer informed me they finally got the package. Now, I am unable to receive payment as the item is marked as inactive in the system after the refund. I am struggling to reach out to them to resolve this payment issue. I seek guidance on how to get my money from this customer since the item is no longer active in the system, and contacting Mercari has proven challenging. Any advice on fixing this situation would be greatly appreciated.

I placed an order on Mercari with GymnasticsGirl8 in May. After 3 days of shipment confirmation, I noticed the tracking info wasn't updating, so I inquired. Mercari requires valid tracking numbers, so when the order was canceled, GymnasticsGirl8 messaged me about returning it. Mercari stated if I received the item, I could keep it. Now, GymnasticsGirl8 claims the package was delivered on June 2nd and is asking for money, violating Mercari's rules. I never received the package and suspect she may have mixed up shipments. I am not paying for something I didn't receive. Seeking resolution. Your assistance is appreciated. Thank you, K.

I recently sold and shipped an item through Mercari. After tracking the package, I noticed it was undelivered. Despite reaching out to the buyer, I faced challenges with FedEx customer service initially providing no help, then later confirming delivery after a lengthy call. However, Mercari's customer service was unavailable, and the buyer did not respond to my messages. I sent a new dress with tags, but now it seems lost in transit. I'm frustrated by the lack of support from Mercari and require reimbursement for the lost item. I have all the necessary order and tracking details for reference. Thank you for any assistance.

I used to be a customer of Mercari and have unfortunately been banned along with my family members due to allegations of multiple accounts. I have had over [redacted] positive interactions on the platform and find it unreasonable to be excluded from the community. I appreciated the ease of finding items I needed on Mercari and valued the communication with other users. When my husband and I relocated from Richmond, VA to Roanoke, VA for his job, we temporarily stayed with a family member, where we all continued to make purchases. As individuals sharing the same address, it seems unfair that we were all banned for having multiple accounts. Many internet users in similar situations may share finances. I hope this misunderstanding can be resolved as I have always enjoyed using Mercari. Thank you. Liz

I have received two warnings for contacting a seller through the messaging area. I was just seeking more information about an outfit that had already been sold. I have followed all the rules in the past, and I enjoy using your site. However, I believe the restrictions placed on me were too severe. I understand the need to protect sellers, but I feel that I should be able to ask a question through the message area without facing consequences. I did not try to purchase the outfit that was sold; I was only looking for it for my granddaughter. I hope you can review these cases and reconsider the warnings issued to me.

I recently sent a facial kit to a customer named SPRING CLEANER who bought it at a discounted price after making an offer. We exchanged messages, and she questioned the authenticity of the product, which it is. I shipped the product at my expense, and she received it on July 2nd. However, on June 3rd, she requested a refund without any apparent issue with the package. I feel it's unjust for her to ask for a refund after likely using the product. If the package was damaged or the items were not as described, I would understand, but I haven't received any proof. I have a good track record with over 70 positive reviews, whereas she only has 7. I kindly ask for assistance or guidance on how to handle this situation fairly. Thank you.

I purchased a pair of Beats by Dre headphones from seller llittle11 for $30.00. After making the payment, the seller contacted me asking for my address, even though it was already in my profile. Once they discovered I live in Texas, they mentioned it was far away despite offering free shipping. To be accommodating, I offered to cover the shipping costs on Monday. While browsing, I noticed the same item reposted by the same seller at a higher price. This prompted me to request a cancellation. With over 3,[redacted] purchases on the Ebay app, I was excited about this one but was disappointed by the experience. I appreciate any assistance you can provide regarding this matter. Thank you.

I placed an order for a set of Pyrex bowls on 6/25/[redacted]. FedEx supposedly delivered it on 6/28 at 1:45 pm, but I was home all day and did not receive it. Despite the seller filing a claim with FedEx, it was denied due to being marked as delivered. I'm requesting a $69.80 refund. If unable to process it to my bank account, a credit on my Mercari account would be acceptable. Thank you!

Hello, I need assistance with an issue I am experiencing on Mercari. I have been a long-time customer and have made numerous purchases on the site. However, for the past two days, I have been having trouble completing a payment for an item. Despite having a good credit score and sufficient funds, I am facing difficulties with the checkout process. I have tried to reach out to Mercari for help through the app, but I have not received satisfactory assistance. They mentioned about two small pending charges on my card, but the amounts of $1.16 and $1.17 do not seem to be working as expected. I was supposed to receive two more pending charges, but they have not appeared. The seller is becoming impatient, and I am unable to buy the product I want. I even attempted to add a new credit card to see if it would resolve the issue, but encountered the same problem. I have tried contacting Mercari multiple times through email and phone calls, but I keep getting disconnected. My American Express card provider is also confused by this situation. I would appreciate any help you can provide.