Mercari Customer Service Issues

Hello Mercari team, I would like to address the customer service experience I recently had. I am hesitant to continue selling on your platform after the assistance I received. I reached out to customer service about a shipping weight error I made, accidentally selecting 1 lb instead of 2 lbs. I needed help canceling the transaction since I couldn't do it myself to avoid affecting my seller review or imposing extra shipping costs on the buyer due to my mistake. The representative, Rebecca, mentioned Mercari encourages sellers to resolve their own issues and suggested I cancel without consequences from the system. I managed to refund the buyer, fix the shipping price, and relist the item. However, moments later, I found that the canceled transaction notice appeared on my review. I am disappointed with Rebecca's lack of empathy towards me as a customer. Despite being a loyal user since [redacted], I am considering leaving the platform after this negative experience. Regards.

There is a woman named Andrea Harst who has been banned from a selling platform. She now uses a different name and account, possibly under the address of Skates Rd in Ft. Myers, Florida or Buckingham ([redacted]). She has been accused of stealing items from Walmart and other people to resell them. Andrea Harst resides at [redacted] Hamilton Dr, where she may have deceived her 77-year-old grandmother, Helen Lust, by using her address. Complaints include her inflated prices, contradictory claims of a smoke-free and pet-free environment, and her multiple aliases - Andrea Harst, Cortney Harst, Helen Lust, Lisa Ketchum, Jesse Jackson, or Liberty Mason. Despite being caught multiple times, she continues her activities unabated. Her profile, love2buy&sell, features her child and possibly uses her grandmother's driver's license for verification. The author clarifies their wish not to be involved and hopes the platform takes appropriate action.

I would like to clarify that the information provided about my Vintage Gucci Watch is incorrect. I purchased the watch in [redacted] or [redacted] from the Gucci Store in New Orleans, Louisiana, with a serial number [redacted]-L, [redacted], and the Gucci emblem on the back for authentication. Despite my efforts to attach a picture of the watch to this email, I have it available. The battery was recently replaced by a professional watch shop. I am concerned that my listing was removed without giving me a chance to prove its authenticity. I have diligently answered all questions from potential buyers. I have a history of selling authentic items and have declined low offers because I value the watch. I request a representative from your office to contact me promptly to resolve this issue as I do not want my reputation compromised on Mercari. Thank you for your attention to this matter.

Hello, I sold Ray Duvert a pair of AirPods for $80. I shipped the product, and he received it. He mentioned that one earbud was not working and wanted to return the item. The return request was approved by your company. I tried to have my AirPods returned to me, but he said he managed to fix the issue and decided to keep them. I agreed, but I am now waiting for him to refund me the money. It has been 4 days, and I still have not received the money. He still has my AirPods, and I am unable to contact him to request the payment. My AirPods listing shows as inactive, even though they are not with me. I have his shipping address and email information to send him an invoice. If necessary, I am willing to involve someone else. I need assistance with this matter. Thank you.

I recently sold a 14kt bracelet on Mercari, and the buyer is claiming he received a different item. He returned a DVD and 2 boxes of playing cards instead of the bracelet I sent him. I have uploaded photos on the app showing the package before shipment, the bracelet I sent, and even a photo of me wearing it to demonstrate its details. The buyer initially said he didn't receive any package, but it was later found out that he had the bracelet and tried to return it after tampering with it. The bracelet was securely packaged, but now the buyer is trying to get a refund while keeping the valuable bracelet. I have a strong track record on Mercari with over [redacted] completed orders and excellent ratings. I urge for a supervisor to review this case promptly so I can receive payment for my item. I am willing to provide any necessary documentation to resolve this matter efficiently. Thank you for your attention to this issue.

To whom it may concern, On February 21, I shipped out three packages. One has been delivered, but the other two are still in preshipment status after 8 days. Here are both tracking numbers. I have a buyer wanting to cancel their order. I spoke to USPS, and they advised waiting a few more days as things are moving slowly. However, I am worried about what will happen if the buyers never receive their packages. Will I lose the money and the products? Will I still receive my earnings if the order is canceled? Also, what if the buyer receives the merchandise eventually but still cancels the order without informing me or Mercari? Tracking numbers: 1. [redacted][redacted][redacted] 2. [redacted][redacted][redacted] I am eager for a prompt response so I can update my buyers. Thank you.

I posted my iPhone 8 Plus on Mercari and a lady named "nell" messaged me about it. She asked me to hold onto it, causing me to turn down around 10-15 potential buyers. Then, she claimed it was her stolen phone from Arizona, which seemed unbelievable. She threatened to report me to the police, calling me a thief multiple times and disrupting my selling process for 4 days. I lost buyers and had to lower the price. I hope you can review our messages and address this issue quickly. Thank you.

I had a listing for a keyboard on my page, and my mother bought it accidentally. I mistakenly thought that once I clicked “confirm shipment,” she could then click “item delivered” to release the funds into my account. However, nothing was actually shipped. Since I chose to ship with my own label, I planned to take the keyboard to the UPS Store for shipping after the purchase. But I had to input a tracking number to confirm the shipment, so I used an old tracking number from a box just to proceed. After hitting confirm, the “item delivered” option did not appear. I wonder if it typically takes 24 hours for tracking info to update. I attempted a mutual agreement to cancel the order, but the buyer needs to confirm it. Unfortunately, because I had already falsely “shipped” it, she couldn’t cancel on her end. Is there any way to still cancel this order? I would appreciate resolving this so she can get a refund and I can relist my keyboard.

I was informed that the Escalations Team would reach out to me regarding a threatening message from a Mercari buyer with the username iamabbyrose. The message I received was, "Karma never missed an address and don't forget I have yours. Peace," which I found rude and intimidating, especially considering I am a college student. The buyer also called me "trash." I have screenshots of the conversation as evidence. Additionally, I need to release payment to a buyer. Although I initially canceled the transaction because the item was not shipped, the buyer eventually sent the item, and I received it. Now, I need to send the payment, but the transaction was canceled. I have been struggling to get assistance and keep getting redirected.

I encountered an upsetting situation on Mercari. I sold a brand new Corsair Vengeance Pro RGB 16GB Memory Kit, but the buyer returned a used t-shirt instead of my item. They initiated a return without providing a reason and did not respond to my inquiries. When I received the package from USPS, it felt suspiciously soft. I decided to record myself opening it with my mailman, only to discover the deception. I am frustrated by this attempted scam and believe that such behavior should not be tolerated on this platform. I have documented evidence in a video that I have uploaded to YouTube but kept private for now. The link to the video is provided below. I urge Mercari to investigate this incident promptly before I take further action. My priority is to either receive my money back or get the brand new memory kit that was initially sent.

I purchased a Nintendo Wii around the 24th, but the seller cancelled the transaction. Despite this, they kept insisting that I buy the item again, which I declined. The money was deducted from my account, and Mercari has not refunded me yet, only offering a meager coupon as compensation. I've been trying to reach out to them via phone multiple times, but I can never get through to a representative. The waiting times keep changing, and after holding for a while, the call gets disconnected. This has happened about ten times already. I really need this issue resolved as the dollar coupon does not make up for the $38 I lost in this situation.

Subject: Issue with 9.8 Quart Rotisserie Air Fryer Oven I contacted "[redacted]" on Feb 18 regarding the purchase of an air fryer intended as a wedding gift in mid-February. Upon opening the box the next day, I discovered that the "toast rack" was missing. Unfortunately, not only was the part missing, but the air fryer itself was defective. The electronic adjustments for time and temperature were unresponsive and stuck on one setting. These issues were noticed by the gift recipient during the first test. Timeline: - Feb 06, [redacted]: Ordered online and confirmed via email - Feb 09, [redacted]: Delivered in the afternoon - Feb 12, [redacted]: Received email from Mercari Team updating the transaction without my approval - Feb 15, [redacted]: Given as a gift - Feb 17: Discovered missing "toast rack" - Feb 18: Notified Mercari about the missing part - Mar 02, [redacted]: Recipient tested the item and found defects I request a refund to my credit card upon return of the item or a new replacement. Regards, Armando E.

I need to report a seller on your platform. Recently, I purchased an iPhone 6 from one of the sellers and had a positive initial experience. However, after trying to switch my husband's old phone over to the new one at Verizon, we discovered that the phone was being monitored by a third party. This could lead to potential security risks if personal information was added to the device. I have tried reaching out to the seller multiple times to address this issue but have not received a response. Additionally, I feel ignored as I had inquired about another item from them. I am concerned about the situation and would appreciate some assistance in resolving this matter. Thank you.

Hello! I am the seller of the item "Playstation PS4 Wireless Controller". My buyer has just informed me that she received the item today and loves it. However, she is having trouble leaving a review for the product. Despite walking her through the usual steps, she is unable to find the option to confirm delivery or leave a review on the app or website. Instead, she is directed to the USPS website tracking status link confirming delivery today. Can you assist us in resolving this matter? Thank you!

I recently sent a small package through Mercari without a tracking number. Although the buyer has confirmed receipt, the platform is requesting a tracking number to finalize the transaction. How can I proceed with this purchase without a tracking number? I am willing to involve the buyer to confirm they have received the package, if necessary.

I recently bought a VS Pink lounge set, but upon receiving it, I noticed several issues. The package felt damp, which has happened before. Both pieces had a strong cigarette smoke smell, a stain on the left sleeve, and the pants' waist was stretched out. The seller included 3 dryer sheets in the bag to mask the odors. I reached out to the seller with my concerns on the second day but had trouble submitting my complaint due to technical issues. The seller offered a refund without acknowledging the problems. I mentioned that the seller should not list items in such condition and insisted on a refund. It's challenging for me to make it to the post office after my long shifts, but I plan to return the items promptly.

I recently received an unjust rating from a seller on Mercari. I mistakenly accepted an offer on an item, thinking it was a different item I had been keeping an eye on. Upon realizing my error, I promptly submitted a cancellation request through Mercari, not realizing the seller had the final decision on cancellations. The seller declined my request and proceeded to ship the item. However, she left me a harsh 1-star review, accusing me of not reading the item description and attempting to cancel the order. This review is unfair as it's solely based on the cancellation request, which is my first ever. I never contacted the seller directly to express any grievances and accepted my mistake by keeping the order. This unjust review could affect my future transactions on the platform. I seek assistance in rectifying this situation to avoid any repercussions from this mean-spirited review.

I am currently dealing with a challenging situation. My account has been closed, and I would like to share my perspective in the hopes of being reinstated within 24 hours rather than facing a permanent ban. I received a notification regarding potential unauthorized activity, which was related to my father's credit card. Despite multiple attempts, I was unable to verify the information following the provided guidelines. Subsequently, I unknowingly violated the rules by contacting a seller about a purchase I was interested in, resulting in a lifetime ban. I am willing to demonstrate that the credit card belongs to my father by confirming the two small transactions method. I value your platform and enjoy using it for selling items. I never anticipated such complications. I seek your assistance in resolving this matter or guidance on retrieving the funds I have earned. I appreciate your attention and willingness to consider my innocence in this situation.

I bought a pair of shoes based on the color shown and described, but when I received them, they were not as advertised. The seller acknowledged the discrepancy in the color and mentioned it was how they look in person. I asked for a return but the seller insisted the color on the box was correct. Confused, I tried to return the shoes but the seller claimed they couldn't be returned. After contacting my bank to dispute the charge, I was informed that the item was not eligible for return. Despite feeling misled, I am considering accepting the loss as the seller is not cooperating. Unfortunately, the seller is not providing a return label for a refund. I contacted the bank to cancel the dispute but was advised to let the process conclude.

Today, I was notified that "Your seller stated that your item was delivered on 03/05/[redacted] at 06:48 PM." This information is inaccurate. On 2/27, I was informed that shipping details were shared by the seller and they were awaiting the item. Despite this, the status remains unchanged. On 3/5, I reached out to the seller to confirm shipment, to which they vaguely responded, "Hmmmm! I will check into it!!" After no further updates, on 3/7, I requested cancellation if the item had not been shipped. FedEx's tracking still indicates the seller has not handed over the product. Observing the seller's numerous negative reviews, it's evident she has repeated this behavior with several customers, canceling over 25 orders since 1/1/19. I am perplexed about why this seller is permitted to operate on your platform. A refund is requested.