Mercari Customer Service Issues

Hello, I recently sold two items to a single buyer and shipped them in the same box. I am now concerned about tracking the packages. I have confirmed shipment for both items, although they were sent together. I am wondering if it's possible to get a refund for the extra shipping charge since I only used one box. Additionally, if the buyer chooses to only rate one item and not the other, I am unsure if I will receive payment for the unrated item. I have saved screenshots of our conversations for reference. I have not received a response from the buyer indicating an understanding that both transactions must be rated for me to receive payment. Any advice on how to proceed would be appreciated. Thank you for your assistance in this matter. Sincerely, Patrice L.

Hello, I appreciate the approval of my return. I prepared the stroller, which was both misrepresented and damaged, for shipping. However, when I took it to the post office, I encountered some challenges due to its size and weight. Despite the label indicating a weight limit of 20 pounds and the stroller actually weighing 34 pounds, the post office reluctantly agreed to accept it. I am worried about the possibility of it being rejected during processing and experiencing further delays. This whole ordeal has been inconvenient, especially considering the financial loss of $[redacted] and the added stress of dealing with a problematic seller. In addition, I followed the seller's instructions and posted photos of the extensive damage under a reserved listing since direct messaging was not an option. Another buyer shared a similar experience with the same seller, raising suspicions about the seller's honesty. It is disappointing to encounter such dishonesty within the Mercari community. I understand if there may be limitations to what can be done, but I thought it was important to bring this to your attention. Thank you for your time, Jane M.

I purchased the Duomo Damier bag, Item m[redacted]3, and upon inspection, I discovered several discrepancies. The stitching near the zipper is loose in two spots, and the leather piping at the bottom has worn through, exposing the metal on two sides. The Seller did not disclose these flaws in the listing or images, and the brown pull on the zipper is silver instead of brass. Despite a shown Authentication Code of VI1123, there is no code inside the bag, leading me to doubt its authenticity. Therefore, I am requesting a $[redacted] refund via VISA due to the item not being accurately described and potentially being a counterfeit Louis Vuitton. I have contacted the Seller via email and am prepared to provide photos of the issues. I seek guidance on returning the bag and trust Mercari to facilitate the refund process. The condition of the bag is not acceptable, and I insist on a resolution that aligns with my concerns.

I have attempted to contact someone multiple times regarding filing a claim with FedEx for an item that was damaged during transit to a buyer. The buyer has been refunded, but I am now left with a damaged item that I cannot in good conscience sell. Despite clicking on "how to file a claim" on three separate occasions, I have not received any helpful assistance. I have provided pictures of the damaged item shortly after receiving it back from the buyer, well within the 24-hour window. I am seeking compensation for the item I intended to sell but can no longer due to circumstances beyond my control. I would greatly appreciate guidance on resolving this matter as my frustration has reached a peak. Thank you.

I recently bought a pair of shoes that turned out to be counterfeit and not the size as listed. After being instructed to return them by Ally on 12/23, I promptly sent them back. Despite their fake nature and incorrect sizing, Cailana informed me I wouldn't receive a refund. The package was shipped back within the required timeframe, but I'm unable to respond as the case has been closed. It's disappointing that the company isn't assisting in preventing the sale of counterfeit items or rectifying this situation. Instead, it feels like an attempt to retain my money unjustly. I've taken steps with my card company and intend to contact the Better Business Bureau regarding this issue, as I seek a resolution that is fair and just.

Hello, on December 20th, [redacted], my husband mistakenly used my PayPal account instead of his. The following day, I made a purchase. However, when he couldn't resolve the issue with his account, his account got deleted, and subsequently, my account was closed on December 25th, [redacted]. I recently received a Disney limited edition collection of dolls that I am very disappointed with. The dolls arrived in subpar condition, with cases covered in a permanent film and appearing cloudy. Additionally, one doll has black particles in her hair. Due to my account closure, I am unable to contact the seller to arrange a return. Despite my multiple attempts to request a return, my messages have been ignored, and I recently received a notification that the purchase has been finalized. I simply wish to return the dolls and receive a refund of $[redacted].00. Thank you.

Yesterday at 3pm, Mercari notified me that the seller claimed an order mix-up resulted in the wrong item being sent. I contacted the seller, inquiring about my original item's whereabouts. Today at 12pm, Mercari sent another message indicating that it seemed I had received an incorrect item. As I have not yet received the item, I am unsure of its contents. The seller is now blaming me for initiating contact and calling me rude, despite the fact that I only reached out after the initial email about the order mix-up. It appears the seller may have informed Mercari first about the mix-up, despite their accusations against me. I asked the seller if they reported the mix-up with the wrong item, but they seem upset with me for something they did. The item details are as follows: Item Name: Authentic Chanel Black Espadrilles Shoes Item ID: m[redacted]9 Price: $[redacted].00 Seller: Caro's Luxury Closet

Regarding the complaint about Item M[redacted]3 filed with Mercari on December 29, [redacted], I am requesting a refund of $[redacted] due to the seller's inaccurate description of the LV Duomo Damier bag. The seller mentioned in our chat that there was a second listing of the same bag showing wear and tear, which was listed at a higher price. I purchased the purse on December 22, [redacted], based on the information and photos provided, however, the actual condition was not as described. Despite asking the seller for more information about the second listing, she did not disclose it. She has agreed to a return in our chat, but I need Mercari's assistance to proceed with the refund process. I am seeking a refund to my Visa as I do not wish to receive Mercari credit. Thank you.

I was surprised to receive a message from Mercari regarding an issue with the tracking number for an item I sold. The item was shipped via USPS on 11/24/[redacted] with tracking number 9[redacted] 6[redacted] [redacted] 40, costing $8.75. It was delivered on November 26th, [redacted], at 11:06am to Charles Daniels at [redacted] N Wallace Ave, Wilmington, NC [redacted]. I am disappointed as Mercari claimed the tracking number was invalid, even though the item was successfully delivered. I possess a delivery slip as proof of the delivery. Your prompt attention to this matter is requested. Item: LL Bean Waist pack Item ID: m[redacted]1 Price: $25.00 Buyer: cdaniels Dear Nataliey, It seems you shipped the item without a valid tracking number, which violates the guidelines. While we might cancel such transactions immediately, we will allow this one exception because it’s your first time with an invalid tracking number. If the buyer hasn't received the item by , we will cancel the transaction. Please ensure valid tracking for future listings to avoid immediate cancellation. Visit our For Sellers FAQs for shipping tips. Best, Mercari Team

I received the package today. The listing stated that the items were in "Like New" condition, but unfortunately, they are not. One of the hinges on the scrubber is broken, and it is quite dirty. Additionally, the mist refill is short by 3 oz, with only 5 oz in the 8-oz bottle and just 1 oz in the 2-oz bottle. If only the scrubber was in the promised condition, I might have overlooked the rest. I would like to return all the items and obtain a refund. Although I have photos of the broken piece and other issues, I encountered difficulties submitting them when requesting a refund. I tried contacting item #m[redacted]0, but after being on hold for 20 minutes, Mercari's recording stated that no agents were available, and I was disconnected.

Hello! I'm experiencing an issue with Mercari. A while ago, I had two accounts - one is mine and the other, belonging to my daughter, was eliminated. The problem arose when I used the same bank account for both accounts since she didn't have one to transfer her funds. Her account was deleted after a week for violating the terms due to the similarities. However, my bank account information wasn't removed. Now, when I try to transfer my funds, I get an error message about the bank account being linked to another account (my daughter's deleted account). To work around this, I had to use a friend's bank account, registered under Fermin Hernandez. Recently, when I transferred funds using this new account, they asked me to verify my identity. I tried with my Mexican passport from Orlando, where I live in the US. The verification failed, possibly due to the passport's origin. Although I have identification documents, they are not accepting them, despite me not being a US citizen but a resident. I have my ITIN number, [redacted]-91-[redacted], available if required. I reached out through the app, but no solution yet. Please assist me in recovering my funds. My Mercari account's associated email is [redacted] Thank you for your help.

Hello! I encountered an issue with my Mercari account. A while back, I had two accounts, one that belonged to me and another one for my daughter. I linked the same bank account to both accounts as she didn’t have her own. Unfortunately, her account was deleted within a week because you can't have multiple accounts with the same details. Now, when I try to transfer my funds to my bank account, I receive a message indicating that the bank account is in use by another account (my daughter's deleted account). To work around this, I started using a friend's bank account under the name Fermin Hernandez for transfers. Recently, I was asked to verify my identity, which I did with my Mexican passport issued in Orlando, FL, where I currently reside in the United States. However, the verification failed possibly due to my passport's origin. I'm not a US citizen but do have valid identification documents and an ITIN number. I've reached out to Mercari through the app but haven't received a resolution yet. Any help recovering my funds would be greatly appreciated. My Mercari account email is [redacted] Thank you for your assistance.

I was initially told by a supervisor that I would be reimbursed $70, which my family is depending on. However, close to the expected refund date, I was informed that due to technicalities, I would not be getting the reimbursement. They claimed they couldn't locate my original call where I mentioned my memory issues from concussions. I feel like they are using my condition against me just to save $70, which is a significant amount. The company withholding even a portion of the $70 seems unfair. Despite preferring to stay on this site where I've had success, I am considering switching to Poshmark and leaving negative feedback on Google to express my dissatisfaction. I also plan to escalate the matter to the Better Business Bureau to share my experience and how I've been treated. - Jessica Breton (Faro)

I recently purchased a water park (Item # M[redacted]9) on 12/31/18, which I received today. Upon opening it, I noticed that it was dirty and mildewed both inside and out, staining my hands and gloves. I did not rate the seller as advised, as I could not find any contact information to reach out to you directly. I contacted the seller through the notifications page, who was very helpful and reasonable. Despite sending photos and inflating the pool as requested, I found it still mildewed, making it unsuitable for my grandchildren. I requested a refund and inquired about return shipping costs. Following my request for the seller's email address to send photos, I received a message from you stating that the transaction had been canceled and a refund issued. My past experiences with eBay and Amazon have allowed me to contact sellers directly to resolve such issues and provide evidence. While I appreciate the prompt refund and the seller's cooperation, I recommend reviewing your contact page to address product damage concerns effectively. This has been a challenging experience, and I regret any inconvenience caused to the seller. Thank you for your efforts, even though this transaction did not go as planned. Thank you. - Catherine K.

Hello, I have been attempting to resolve an issue for the past five days. I utilized a coupon I received for listing four items for $20 to purchase a pair of pants for my child. The seller was inactive, and Robert, the Mercari representative, removed the listing. There was only one other pair like them (which are very hard to find), and I requested if he could provide me with the coupon for $20, and I would cover the remaining cost, as I assumed the pants had already been sold. Additionally, I had already purchased a highly sought-after matching top to go with them. After two days of inaction, I was offered a $5 coupon for the inconvenience and assured that the $20 coupon would be applied to my account within three days. Now, on the fifth day, despite numerous unanswered emails regarding this issue, nothing has progressed. I spend roughly $[redacted] a month solely on children's clothing and had intended to transition all my transactions from Poshmark to Mercari based on positive recommendations. However, due to this experience, I am considering closing my account and sharing my dissatisfactory experience with others. While I understand this is not a significant purchase, I was guaranteed a resolution, which I believe I am entitled to. If Mercari cannot rectify this minor problem, I am hesitant to trust them with larger purchases. I am seeking a prompt solution as the replacement pair of pants exceeds $20, and I was willing to cover the difference to continue supporting your platform. This situation has been incredibly inconvenient and frustrating compared to any other online clothing purchase experience I have encountered.

Hello Mercari Support, I encountered an issue with my Mercari account being "banned" after experiencing difficulties making a purchase with a credit card. To attempt to rectify the situation, I created a new account but eventually realized the initial problem was resolved and made the purchase through a family member's account. Subsequently, I deleted both accounts. Now, I am unable to sign up for a new account with my email as it seems still associated with the deleted account. The app on my phone indicates that a new Mercari account cannot be created on a device already linked to one. Can you please assist me in resolving this matter so I can re-register on Mercari using my email and phone number from the previously deleted account? Thank you, T.

I purchased a KOBALT tape measure online. Unfortunately, it took significantly longer than three days to be shipped to me. Upon receiving the item, I realized that it was not the same tape measure that was advertised. I have reached out to the seller with pictures but have not received a response. I attempted to initiate a return, only to be told that it is not eligible. Additionally, the package was not even postmarked until January 3rd and took several days to reach me. This puts me beyond the initial 3-day return window.

I listed an item accurately, but the buyer is dissatisfied and requesting a refund. This situation is causing delays in my sales and impacting my finances. It seems unfair that sellers face consequences when buyers fail to read descriptions or ask questions beforehand. I believe buyers engaging in dishonest practices should have limits imposed to prevent unwarranted returns. Mercari's guidelines state that once an item is shipped and received as described, a sale is final unless the seller chooses to authorize a refund or cancellation. I feel frustrated and seek guidance on how to proceed.

Hello, I am Damiya Joshua and I'm new to Mercari, having recently left eBay. I bought an Akai MPC Renaissance from a seller named Michia on the platform. After agreeing on a price and making the payment via Buy Now PayPal for $[redacted], she initially promised to ship the item the next day. However, she later informed me that she had to cancel the order due to her father saying she sold it too cheaply. Despite promising shipping, she suddenly canceled the transaction. When I inquired, Michia admitted that her father instructed her to cancel and then offered to sell the item back to me at a higher price than the agreed amount. I find this behavior unacceptable on Mercari, as when I purchase an item, I expect to receive it. This incident has left me extremely disappointed and upset. I urge Mercari to investigate our text conversations and take appropriate action. If this matter is not addressed, I will have no choice but to shop elsewhere. Thank you.

I created a Mercari account on my computer, but I am unable to log in on my phone. The error message says that the information is incorrect even though it works on the computer. I attempted to reset the password, but it still doesn't work on my phone. The account does work on an old phone that has a broken screen, but I would like to use it on my current phone. Even after creating multiple accounts, I'm still facing issues logging in on my phone.