Mercari Customer Service Issues

I received a one-star review that I acknowledge, but I want to clarify that it was due to an auto-fill issue on Mercari. I was selling small baby clothes, and despite filling in the brand and size correctly, Mercari's auto-fill changed it to "Bitty Baby Clothes" in the listing. This led to confusion as the buyer mistook it for doll clothes. I have encountered this auto-fill problem before, such as kids' Crocs being categorized as women's. It's misleading and has caused returns. I believe Mercari should address this issue as it affects sellers. While I cannot ask for my rating to be changed, I hope this feedback is constructive. The buyer could have returned the item if they were dissatisfied, which adds to the confusion. Any assistance is appreciated. Thank you. - L

I am experiencing difficulty progressing through the tracking system, preventing me from locating the item. Despite replying to six emails stating the issue remains unresolved, I continue to face challenges. I am growing increasingly frustrated. It has been seven days since I ordered the item and it has yet to arrive. The message suggesting to improve the odds of success includes crucial information for capturing Mercari's attention; however, I expected prompt responsiveness from Mercari upon making my purchase.

I recently sold a North Face Hoodie in Women's Size XL and I received a rating that I believe is unfair. During our negotiation, I explained to the buyer that I mistakenly purchased it, thinking it was a men's size. I typically wear a size small, so I was unfamiliar with how a women's XL would fit. Body proportions vary among individuals, which may have affected the fit for the buyer. I accurately described the item based on the size tag, offered a discount during the negotiation, and promptly shipped the item. Despite this, I received a poor rating. I kindly request assistance in having this rating removed from my profile. Thank you for your time and help.

I am trying to inform Mercari that I received the rest of my order. The transaction was already completed, so I couldn't update the app. I also couldn't leave a seller rating. Despite this, I wanted to share that I had a positive experience and wouldn't leave a bad review as the seller resolved the issue satisfactorily. I believe this app should improve its communication with buyers, not just sellers. It's important for users to receive responses instead of hitting dead ends. Overall, I like the app but suggest enhancing communication for a better customer experience. I plan to order through the app again in the future. Thank you.

A buyer recently purchased an item from me However, after delivery, they requested a refund without providing a reason. Despite contacting the buyer, I have not received a response. Mercari notified me of the return, listing no specific reason. I take care to accurately describe my items and am concerned about this return without a clear cause; it seems arbitrary. It's perplexing under Mercari's return policies. I seek clarification to avoid future misunderstandings. While I would understand a return for a mistaken item, this does not appear to be the case. I kindly request an explanation for the return acceptance to prevent similar issues. Thank you, Olivia Ramirez

I am curious about the purpose of your rating system. I provide honest feedback on purchased products, but then the seller can contact me to dispute it while I have no way to respond. If I cannot communicate with the seller post-purchase, the same should apply to them. Why can they deceive about the product's condition? I recently received a damaged item but rated it honestly. I don't think it's fair that I can't reply when they reach out. What's the point of the rating system if I can't share my experience truthfully or interact with the seller afterward? From now on, if this issue isn't addressed, I may avoid making further purchases. Thank you.

I purchased a phone on Mercari from a seller who indicated it only works on Sprint. Since I am a Sprint user, I didn't anticipate any problems. Upon receiving the phone, I rated the seller as everything seemed fine. However, when I visited two different Sprint stores, they confirmed that the phone is not compatible. Unfortunately, after reaching out to the seller, they blocked me. I am seeking a refund to return the item.

Subject: Urgent Order Cancellation Request I am requesting the immediate cancellation of the order placed for the NEW 32 Degrees Heat Long Sleeve top in size L. After placing the order, I realized I mistakenly selected the color black instead of my intended choice. I will dispute any charges with my credit card company if the order is processed. I am writing promptly after the purchase to ensure that the order can be stopped in time. Additionally, there seems to be confusion as I selected a base layer item, which this top is not. Thank you for your prompt attention to this matter. Best regards, Trista

I brought the tablet I bought to T-Mobile for a SIM card installation. T-Mobile informed me that the tablet was reported stolen. Additionally, the tablet's battery is faulty, as it takes over 24 hours to charge and only lasts 2 hours despite showing a 99% charge. The device did not meet the described condition, and its stolen status was not disclosed during the sale process.

I placed an order for shoes from Thinxwitch on February 22. Although I noticed a delay in shipping due to a snowstorm on March 4, I wish they had informed me proactively. On March 12, the shoes were returned to the company, and despite confirming my correct address, they mentioned reshipping the next day. Unfortunately, I have not received any further updates. After requesting updates and inquiring about canceling my order multiple times without response, I decided to request cancellation last night. Today, my order was canceled. It is noteworthy that the company's account has an impressive 75 reviews with a perfect 5-star rating, indicating reliability. Despite my experience, I am considering leaving a review to caution other potential buyers, even though my order was ultimately canceled.

I recently sold a brand new pair of Ray Ban sunglasses with the case. The buyer informed me that she would be rating them today. I had let her know I was on vacation when she made the purchase and shipped them promptly upon my return, although there was some delay in the delivery. I had trouble uploading the tracking number but eventually succeeded. Today, the buyer mentioned nothing about being dissatisfied but surprised me by requesting a return. I have proof of sending the item on time. Is it possible to decline this return request?

My name is Dustin H. and I've been using the Mercari app for some time. I've enjoyed buying and selling items on the platform until a recent incident. I fell victim to a scam where I received an empty box from a seller instead of the item. I contacted Mercari's help team promptly through the app and made a new purchase from a different seller. After waiting 24 hours, I was told to return the empty box within three days. Due to my work schedule and lack of a printer, it was impossible for me to meet this deadline. Despite reaching out multiple times and calling without a response, Mercari insisted that I was out of luck after three days. I feel frustrated as their buyer protection guarantee seems empty when I'm out $20 with no assistance. If you can help, I would appreciate it as I may involve the authorities if necessary. Thank you.

I received my order, but it arrived damaged. I'm seeking specific instructions on how to secure a refund. Please reply promptly to assist with my query. The order information is provided below. Item: Ceramic Red Lion Bookends Seller: Faraz Siddiqui, Naperville, IL Price: $13.00 Order ID: m[redacted]5 Tracking Number: [redacted][redacted][redacted] Payment Method: PayPal Thank you!

I received my item in severely damaged condition and need to know how to get a refund quickly. Transaction details below: Your item has shipped. Yahoo/Inbox Mercari <[redacted]> To:[redacted] Mar 29 at 2:18 PM ... --- Hi pl.prss3, Your Ceramic Red Lion Bookends have been marked as shipped. Tracking number: [redacted][redacted][redacted] Item details: - Ceramic Red Lion Bookends - ID: m[redacted]5 Payment details: - Item price: $13.00 - Shipping fee: $0.00 - Total amount paid: $13.00 Shipping from: Faraz Siddiqui, Naperville, IL ... --- Thank you, Team Mercari

I recently had a disappointing interaction with a seller named "dojosfresh" on Mercari regarding a Crocs listing. I politely inquired about the number of items being sold for the listed price, as the photo showed multiple items but lacked clarity. The response I received was vague, hostile, and condescending, failing to address my question. After expressing my disappointment and intention to report the behavior, the seller replied with further hostility and promptly blocked me. I trust Mercari to address and rectify such inappropriate conduct. My experience on Mercari has been positive overall, and I hope the platform will take actions against sellers who act inappropriately. I have screenshots of the conversation and will share them on social media if necessary.

I came across a dress on Mercari priced at $47 and in XS. I reached out to the seller to inquire about its size, wanting more details before purchasing. However, the seller was unhelpful in providing the measurements, saying she didn't know. Later, I noticed the dress was listed for $27 and tried asking more questions to ensure it would fit me. I inquired about her height to estimate the dress length, but instead of a helpful response, she became aggressive and used inappropriate language, even after I explained the importance of measurements for potential buyers. I have screenshots of the conversation for reference.

I signed up on Mercari's mobile app on April 2nd with an invite code for a $10 discount on my first purchase. However, upon completing the sign-up process, I noticed that the $10 credit was missing from my account. I reached out to Mercari customer service and had a chat with an agent named Jay. Jay was quite dismissive and insisted I didn't use an invite code since it wasn't showing on my account. Despite my attempts to explain the situation and providing a screenshot of the invite code I used, Jay didn't make an effort to understand or resolve the issue. Feeling frustrated, I decided to end the chat by selecting "problem solved." This experience has left me dissatisfied, especially as a first-time Mercari user who expected better customer service.

I had a buyer request a return for my Gymshark Leggings on Mercari which Mercari denied. I specifically mentioned to the buyer that in case Mercari approves the return, to send the item back to me. Mercari did not approve the return, and the funds were released to me. However, I recently received an email notifying me that the item is being sent back to me because the buyer claimed I asked for it. I did not request this return and now I am frustrated. I want my money to be returned to me. It doesn't make sense that Mercari is reversing the transaction after already releasing the funds to me. The leggings were in good condition, so I don't understand why the return is being processed. I am extremely puzzled and upset by this situation.

I recently bought two boxed Pokemon games from a seller (order number: m[redacted]4). Unfortunately, one of the products did not arrive as advertised. The cardboard boxes were damaged due to inadequate packaging in a flimsy envelope. The boxes are now bent and dented, significantly affecting their value to a game collector like me. I have bought similar items from other Mercari sellers who provided better protection. I am disappointed as the condition of the game box I received does not match what was pictured in the listing. While I prefer not to return the items purchased in a bundle, I believe some form of compensation is reasonable. I reached out to the seller, but we could not agree on a resolution. I am hoping for a refund or in-store credit for the damaged product. I have pictures to share upon request.

I sold an item to a buyer who mistakenly thought the shipping was free when it was actually listed as buyer pays shipping. This information was clearly stated in the item description and shipping method on the listing page. After the buyer contacted me, I explained that the shipping was not free and that changing the service post-sale was not possible. Although I offered to cancel the order, the buyer insisted I change the shipping method, which I could not do. They then became upset and decided to shop elsewhere. I am looking to have the shipping fee refunded to them so I can relist the item for another buyer. If necessary, you can review the conversation in my profile as I have not deleted it, but I have blocked the buyer from making future purchases from me.