Mercari Customer Service Issues

I've been accused by a seller of trying to defraud her, which is untrue. I received the dress with small holes, informed her, and later bought the same dress from FashionNova. She sent a rude message accusing me of fraud. I have evidence of both dresses and the purchase from FashionNova, along with our previous correspondence. I need to know how to submit these pictures for a refund. I aim to address her concerns in my planned reply: I never wore the dress, bought the same one from FN, and have proof of purchase if needed. I can provide pictures of the holes mentioned. Despite her suspicions, I value my reputation on Mercari and want to avoid a negative rating. I tried to contact her, but it seems she has blocked me. Any advice on next steps is appreciated.

I purchased the Goo Gone Candle Wax Lifter from Rusty Dog Thrift around February 23, [redacted]. The product is a 2 oz liquid in a plastic bottle with a screw cap. It arrived in a thin plastic envelope without proper packaging, and upon inspection, I found a hole in the corner of the bottle and no liquid inside. I am requesting a refund of $7.00 to my PayPal account. My order confirmation number is m[redacted]0. The item was shipped from Ben Rhine in Rural Hall, NC. It took some time to locate this email among many others I receive daily. Thank you, Pam L.

I bought a pair of red wing Clara boots from a seller named Victoria Buono last night (3/15/19). She canceled my order this morning, stating she received a higher offer on another site and couldn't ship them. I reached out for more information and expressed my disappointment that she didn't honor our deal. Despite telling her the boots should be removed from sale, she hasn't responded. This was my first purchase on this platform, and I'm hesitant to shop here again. I am also a seller online and would never treat a customer like this. I can't figure out how to leave a review on her page to warn others. I am really disappointed by this experience. Thank you for listening to my complaint. I hope this issue can be addressed. -Kristin Hazen

I bought a VS tote bag on Mercari listed as "new." When it arrived, I noticed a pink stain on the bottom, with paper towel bits indicating someone attempted to clean it. I also found smaller white stains. I messaged the seller, who insisted the item was new and unused, refusing a refund. I informed the seller about the stain but decided to keep the bag. I mentioned the stain and criticized her business ethics. She maintained it was new and denied refund. I left a negative review for her lack of transparency and refund offer. In return, she rated me negatively, accusing me of lying. This unfair treatment gives me negative ratings. I have evidence of the bag, our conversation, and reviews if necessary.

Hello, my name is Antonia Ramos. I recently purchased sneakers from a seller on your Mercury app. I have been using this app since [redacted] without any issues. However, my recent sneaker order has not been delivered despite the seller's confirmation. I have checked with my apartment complex and waited for a response from the company, but the resolution indicating my package was delivered is not satisfactory. I am frustrated with the customer service as I strongly believe there was a delivery issue. I urge for a prompt resolution as this matter is unresolved for three days. Kindly reach me at [redacted] or [redacted] Thank you.

I recently sold two colognes on Mercari to the same buyer and used the printable paid shipping labels from the platform. However, when I attempted to ship the items, I learned that due to being perfumes, they needed to be shipped as ground instead of priority as indicated on the labels. Consequently, I had to cover the additional cost out of my own pocket. This resulted in two separate tracking numbers being generated for the packages, different from the ones originally provided to the buyer on Mercari. Although the buyers have confirmed receiving the items, I have not received payment because the new tracking numbers I obtained are no longer being tracked. This was my first experience using Mercari, and I am hoping to resolve this issue promptly to receive payment for the items sold.

I recently sold a pair of jeans on Mercari and encountered an issue with getting a tracking number for the package. I weighed the box and put $10.00 of postage, but the USPS employee said I needed to visit the Post Office for a tracking number. Unfortunately, with my work hours, I can't make it to the Post Office. I have messaged the buyer and have their address. How can I receive credit from Mercari without having to go through their mailing process? I have already spent more on postage than what the item was sold for. Calling customer support is challenging due to my work schedule. Any advice would be appreciated. Email: [redacted] Phone: [redacted]

Hello, I am reaching out to seek assistance regarding an issue with a product I sold on the Mercari app. Despite being a loyal buyer and seller, an incident occurred with the sale of a Medela Smart Breast Pump. Mercari canceled the order citing that the item was not dropped off at the USPS facility, but a prepaid label was generated. On the same day, I also dropped off another package containing Invictus Men's Cologne, and it seems that this package is also not showing as checked in by USPS online. I assure you that I handed both packages to the USPS staff, and I have a witness who can attest to this. Unfortunately, as the listing got canceled, I do not have access to the tracking number. I intend to contact USPS in the morning when they open. Could you please assist me in this situation? I value my relationship with your company and would appreciate your help to resolve this matter and ensure I do not lose money or the items. Thank you for your support, and I kindly request a personalized response, as automation may not address my concerns. Additionally, I would like to know if my package is insured.

I recently sold a Michael Kors watch to a buyer at a discounted price. I was transparent about its condition as I had received it as a gift and never adjusted the links. The buyer inquired about the watch, and I honestly shared that I didn't wear it due to its size. I kept records of our communication. However, the buyer has now threatened me with a complaint on Mercari and displayed hostility. I have blocked the user, shelbyvankak. I value my sales reputation and have always maintained high ratings, including from this buyer upon receiving the watch. Any assistance would be appreciated.

I purchased several items from alldunn1. Unfortunately, when my package arrived, the canister inside was broken. The seller didn't label the box as fragile, which may have contributed to the damage. I tried reaching out to the seller multiple times but didn't receive any response. To my surprise, the seller blocked me. In an attempt to get the seller's attention, I left a negative review, not realizing it could prevent a refund. I have photos of the damaged items as proof. I'm seeking guidance on how to secure a refund for the broken item.

I purchased a set of four Sesame Street character piñatas from Mariascloset. When I asked about the measurements, she claimed they were 24 inches tall. However, upon delivery, they were only 11 inches tall. I contacted the seller regarding this discrepancy, giving her a chance to resolve the issue before leaving negative feedback. Unfortunately, her response was rude, accusing me of calling her a liar. Despite paying for 24-inch piñatas, I received smaller ones. Her only solution was for me to return the items, and she spoke to me disrespectfully. I am disappointed in this experience and how the seller handled it. I am considering escalating this situation due to her unprofessional behavior.

I'm experiencing an issue with the Mercari app when trying to upload edited photos from my iPhone X Max. After making edits like cropping and lightening in my camera roll, the edited photos don't upload with the changes onto the app. Despite looking great on my phone, the uploaded images retain the original, unedited versions. Confusingly, there's only one version of the edited photo in my camera roll, not a duplicate of the original. This glitch is frustrating, and I'm unable to find assistance in the help center. Any guidance would be greatly appreciated.

I purchased Advantage II flea and tick treatment from Steven around March 1, [redacted]. It took him ten days to send it to me, despite my inquiries about the delay. When the package finally arrived, it only contained half of the ordered medication. Steven promised to send the missing portion but has not done so yet. I refrained from rating him in the hope of receiving the complete order before payment was released, but the system auto-rated him. This practice seems unfair as it leaves buyers with no leverage. I am still waiting for the rest of my order. What can I do now? -Susan F.

I made a deal with a seller to buy an item, but had issues and had to create a new account on a friend's computer. When I finally logged in, the price had increased, but I decided to buy it anyways. After dealing with multiple problems, I found out I was signed out of my original account on my phone. I tried to log back in but couldn't. I'm not sure what happened, maybe they suspected fraud. I just wanted to purchase a funko and because I didn't have my account info, I made a new one. I really like the Mercari community and want to resolve this issue. Please assist me, I value both the item and being part of the community. Thank you. - Lawrence

Hello, I need assistance with my suspended account. Mercari asked me to verify the cardholders I added. I have my grandmother's, fiance's, and father-in-law's cards on my account. However, I can't verify my father-in-law since he's traveling in Europe. Can he verify over the phone? I removed all payment methods, verified my identity with my driver's license, but it failed and my account got suspended. Also, Mercari has the wrong name for me, calling me Leanora instead of Kaylee. I've been struggling with this for four days and feel stuck. Any help is appreciated. Thank you, Kaylee.

Dear Mercari Help Center, Good afternoon. I encountered an issue while using the Mercari app. Mercari had a promotion where if I listed 4 items, I could choose one for free. I followed the instructions diligently, but after spending 20 minutes on it, the deal mysteriously disappeared. I was eagerly looking forward to my free item, but now it seems like it was all for nothing. This situation has left me feeling frustrated and disappointed, not just for myself but for all Mercari users affected. It appears that the supposed deal was merely a tactic to boost listings and revenue for Mercari. I had believed Mercari to be a trustworthy platform, but this incident has made me question that perception. I sincerely hope that Mercari can maintain transparency and integrity in their promotions in the future. Thank you.

My account was suspended, and I'm required to verify my identity. I am puzzled about the suspension as I never faced issues with it before. I have a history of successful sales with positive feedback. However, the verification process failed because they identified me as Leanora instead of my actual name, Kaylee. I've tried reaching out to Mercari but haven't received assistance. I have funds of over $[redacted] awaiting transfer to my bank account, pending sales, and customer inquiries to address. Despite numerous attempts to contact them via phone, Facebook, and email, I have not received a response. It has been five days of trying to resolve this without success. The lack of customer service has left me frustrated. I am seeking guidance on how to proceed, with the hope of restoring my account or receiving the funds from my sales. Thank you for any help or advice provided. - Kaylee

I received a message regarding prohibited conduct, stating my listing contained an excess of keywords resulting in a warning. I was unaware of this policy but now understand. However, my main concern is that the app has deleted a large number of my posts (over 40 items for sale) without considering the effort I put into creating them. I had to take pictures, write descriptions, calculate prices, answer questions, and more. Now, all that work is gone. I am willing to remove the keywords individually as needed, but having all my posts removed without a proper warning seems unfair. Is there a way to restore my deleted posts? I have almost [redacted] successful transactions on Mercari and wish to continue using the platform for buying and selling. If no assistance is provided, I may have to consider quitting. Hoping for a resolution, Jonathan

When I ordered my item from Mercari, I didn't open an account initially. I got an email confirming the item was in transit and it was delivered to my PO Box on Friday, the 15th. After opening the item, I noticed an odd smell that hasn't dissipated. I tried to start the return process but couldn't find a form since I didn't have an account. I eventually opened an account but still can't figure out how to return the item. I've tried emailing and calling for the past 3 days, waiting on hold for nearly 11 minutes, only to be told there are no support agents available before the system disconnects the call. This situation is becoming quite frustrating. I need help to initiate a return, so any assistance would be greatly appreciated.

I recently received a message informing me I had purchased an item for $[redacted] that I never bought. I had inquired about several iPhones (MS Max, XR) and the sellers instructed me to contact them via text. After doing so, my email confirmed a $[redacted] payment was made, though the item wasn't shipped, resulting in being scammed twice. I typically only shop on Amazon but took a chance on a few purchases that turned out fine. This contact led to an unauthorized payment and an unshipped item, with money withdrawn via Zelle. The seller is still active on your website, yet I was warned of potential banning for supposedly improper words and communication. I was only trying to report the fraud. I need assistance to resolve this issue and still hope to engage in future business with your platform.