Mercari Customer Service Issues

Subject: Update on Resolution for "Wine Glasses" - Mercari Hello marissadoria, This message is to inform you that we have addressed the issue concerning the item "Wine Glasses" with the Item ID: m[redacted]9. Unfortunately, we are unable to reimburse you according to the Shipping Protection guidelines due to the insufficient packaging of the item. Although we could not provide reimbursement under our Shipping Protection Guidelines, we have initiated a claim with your carrier. You may receive automatic reimbursement of up to $[redacted] based on the shipping provider's assessment. To avoid similar situations in the future, we recommend adhering to our Shipping Protection guidelines to safeguard your items in transit. For further details, please refer to our claims article page. Thank you for your cooperation and understanding. Best regards, Mercari Team

I listed a Nikon D3200 camera body and an 18-55mm lens separately, and a buyer contacted me offering to buy both at a discounted price. While I mentioned in the listing that the camera had a focus issue, I had been using it until I listed it. I even provided photos from a local repair shop showing the issue. However, the buyer now claims the sensor is missing. I believe it was intact when I shipped the item. If it is indeed missing, it could have been removed after delivery. I'm concerned about receiving unpleasant accusations and the possibility of being unable to resell the item if returned. The listing clearly stated the focus problem and that it might require repairs. How can I ensure protection against an unjust return in this situation?

I have largely enjoyed using your app and made many purchases that left me satisfied. However, I am currently experiencing some issues with a seller called Stuff N Collectables. I came across a messenger bag (vintage Winnie the Pooh) about a month ago. I have politely asked questions and expressed interest, but the seller only responded by declining my offer. I am keen on buying this bag, although it would likely be my only purchase from them. Despite finding several items from this seller, their lack of eagerness to sell, answer questions, or negotiate is disappointing. I recently placed a bid and inquired about the bag size for the third time. I believe sellers should at least communicate the minimum price they are willing to accept out of respect for buyers. I hope for a more positive interaction in the future. Thank you for your attention to this matter, and I look forward to your response.

Around 5 years ago, I used to be an active shopper on Mercari. Recently, I attempted to log in and discovered that I had been removed from the platform due to a policy violation about having multiple accounts within one household. Apparently, my adult son had created an account to make a purchase without my knowledge. Before banning me, Mercari did not inform me about the dual accounts. I recently tried to access the site again and was met with a message stating that I had been banned previously and warned of consequences for further attempts to access the platform. I believe it would have been fair for Mercari to notify me about the violation before taking action. Despite the years that have passed, I have not had the chance to explain the situation. My son only made one purchase, whereas I frequently bought items on Mercari and spent a significant amount of money on the platform. My username on Mercari is boop1921. Email provided below. Thank you for your assistance.

I recently sold an autographed baseball with the COA included to a buyer who accused me of not providing it. Despite being in the box, he left a poor rating that has impacted my account. The buyer has not responded to my messages, and I discovered he is also a seller of sports items. I suspect he unfairly rated me intentionally. Mercari should improve how they handle ratings to protect sellers. I hope to resolve this issue and discuss it further with your team. Thank you.

This app has been a terrible experience for me. Initially, they charged me $50 and claimed they refunded it, but it never appeared in my account. Subsequently, my account was suspended due to an issue with a new debit card. I provided them with my ID and all the necessary information. Even though I placed an order a week ago, I have not received it, can't contact the seller, or make any purchases. The lack of communication and delays are frustrating, and I demand better service. Every time I reach out, they only promise a response within 24 hours. I urgently need to speak with someone over the phone to resolve these issues promptly.

I am encountering difficulties accessing my Mercari account. When I attempt to log in, I receive a message stating "Invalid email or password," despite resetting my password through the email link. This situation is causing frustration as I rely on the platform to manage transactions for items currently in transit. In my attempts to contact support, I also face challenges accessing the online platform with the same error message. Despite verifying my identity and trying to log in via Facebook, the issue persists, affecting my ability to earn supplemental income crucial for covering expenses. This obstacle hinders my progress, and I am seeking resolution to continue utilizing the platform efficiently.

Hello, I am new to Mercari and currently hold a rating of 13. I recently shipped item m[redacted]9 promptly after the purchase was made. I strive to be efficient and ensure buyer satisfaction. However, I was surprised to receive a 3-star rating with the comment "NA" from the buyer, who did not respond to my messages inquiring about the reason for their dissatisfaction. Upon checking, I noticed that she had given similar ratings to other sellers. This seems unjust to me. I urge you to investigate this matter as it is discouraging and makes me reconsider my sales on the platform. Your assistance in resolving this issue is greatly appreciated. Thank you for your attention, Laura W.

I am experiencing difficulty accessing my Mercari account and encountering issues with receiving payment for items I have shipped. Additionally, I am unable to create a new Mercari account online or through the app due to an error stating my email or password is invalid. Despite resetting my password, I remain locked out for the past three days. After a frustrating 30-minute hold on the phone with Mercari customer service, the call disconnected. Subsequent attempts to reach them resulted in long wait times. This situation has left me worried about the status of my sales and the sudden closure of my account without any prior violations or warnings. I am questioning if this situation is potentially a scam aimed at withholding funds. The request for sensitive information such as bank details and ID raises concerns about the safety of my personal data. If this matter is not resolved promptly within the next two weeks, I am considering seeking legal advice to address the matter of the withheld funds and the handling of my private information by Mercari.

I am concerned about the recent increase in shipping rates on my favorite e-commerce site, Mercari. I appreciate how easy it is to use and track views on my listings. However, when I compare it to Poshmark where I make more profit due to their flat shipping fee of $6.97 for all items, I can't help but wonder why Mercari doesn't offer a similar option. The rise in shipping costs on Mercari has impacted my ability to profit, leading me to consider switching platforms. I believe if Mercari could provide more competitive shipping rates, it would have a better chance at standing up to Poshmark. I hope to hear an explanation so I can make a final decision on whether to continue using Mercari. Thank you.

I made a purchase on Saturday and the seller contacted me for my address. Despite providing it, Mercari deleted the details and advised against sharing personal information. Now, the seller doubts my authenticity, which is upsetting. All I want is to receive the item I bought and paid for. I already tried reaching out to the seller but was unfairly labeled as fake. This situation is frustrating because I simply responded to the seller's request for my address, which led to Mercari removing it. The seller is threatening to cancel the order due to their misconception about me. I just want to receive the product I legitimately purchased. Why did Mercari delete my provided information at the seller's request? Coco

I recently shipped a product that was in perfect working condition. However, the customer now claims it doesn't work and I suspect he might be trying to scam me. I have pictures showing the item was undamaged before I shipped it. I am hesitant to accept a return if the item has been tampered with. This has been a challenging experience for me as a first-time seller on this platform, especially considering my impeccable feedback on eBay. It seems like the customer might have broken the item and attempted a repair. The hinges were intact before, as evidenced in the pictures I provided. I have also noticed that this customer made a negative comment that your company has since removed. I hope I am protected from this potential scam and that my good intentions as a seller are recognized.

Dear Mercari Support Team, I am reaching out regarding a recent purchase I made from a seller with the username David_.j13. I acquired a pair of beats solo 3 headphones from them, but unfortunately, the item arrived damaged, with the left ear not working and the headphones falling apart. The seller did not disclose these issues in the item description, only mentioning them after shipping and assuring that they had fixed the problems. This experience has left me greatly disappointed. Despite the seller's insistence on leaving a rating, I am unsatisfied with the order. Given my history of over 50 successful transactions on Mercari, this is the first time I have encountered such a situation. I am hopeful that I can receive a refund or some form of assistance to address this matter promptly. Your attention to this issue would be highly appreciated. Thank you for your time and support. Best regards, Bryce

I am a Mercari seller and recently sold a 2T romper to a buyer who is now giving me a hard time about the size compatibility for their 16-month-old child. Despite clearly listing the item as 2T, they claim it doesn't fit their child. I kindly request assistance in resolving this matter and ensuring I receive payment for the item promptly. Thank you for your help.

A buyer with no information, listings, or ratings on their profile purchased a purse from me. I meticulously described every detail, including any flaws, in my listing. Upon receiving the item today, the buyer requested a return without providing a reason. I take great pride in my careful packaging, exceptional customer service, and detailed descriptions. I have had negative experiences in the past due to inaccurate descriptions, and I strive to avoid that with my own listings. I am hesitant to lose money on the purse, but I am open to resolving the situation without a return if possible. This is the first time I have encountered a return request among all my sales on Mercari, and I am unsure how to proceed. I appreciate any guidance on handling this issue. Thank you.

Hello, my name is Alicia Hilario and I ordered a Tory Burch handbag. I have been trying to reach a live person, not an automated system. I noticed on Sunday that there is a missing tassel on the handbag compared to the picture posted by the seller. My order arrived incomplete, and this has been a frustrating experience. I would like the missing tassel sent to me or a refund. My item was not delivered to my home but had to be collected from the post office 30 miles away. You can contact me through this platform or at [redacted].

Hello, I have been a 5-star seller on Mercari for quite some time. Recently, I faced warnings for using stock photos that were actually mine, and for not being able to list Young Living Vitality oils despite other sellers having numerous listings. I proceeded to list Ningxia Red by Young Living after noticing similar listings and recent sales. Shortly after, my account was placed under review and eventually closed. As a single mom, the additional income I earn greatly assists me in providing for my daughter's college needs. I am adamant that I did not intend to exploit Mercari's policies and have attempted to appeal through the app support, receiving generic responses that do not address my specific concerns. I kindly request a thorough review of my account to showcase my integrity as a seller and to reactivate it. My username was Caligirl with a profile picture of a lavender field. I have numerous items that were previously available for customers but are now inactive. I urge Mercari to assess all listings of Young Living Ningxia Red and Vitality oils on the platform to gain insight into why I listed mine. I possess screenshots of recently sold Ningxia Red over the past month as evidence supporting my actions and the rationale behind them. I sincerely hope my account can be reinstated. Thank you, Elicia Moore

Hello, hope all is well. We are new sellers on Mercari still learning the ropes. Our username is Tribecafashionhouse, and we are facing an issue. Mercari has emailed us alleging that our listing contains only stock photos, against policy. This is the second time this has happened, but it's not accurate. We take all our item photos in-house with a professional photographer and would never violate Mercari's policy. How can we prevent this in the future? Thank you.

I recently had a disappointing experience with a shop on Mercury. I found a seller offering plus-size clothes at reasonable prices, and after making a purchase, I encountered issues with my credit card. When I tried to reach out to the seller for assistance, I was blocked by Mercury without any explanation. Despite multiple attempts to contact them over three days, I received no response, leading me to feel frustrated and ignored. I even consulted with a lawyer due to the lack of communication and support. The whole situation left me feeling upset and abandoned, especially since I enjoyed shopping on Mercury prior to this incident. The lack of transparency and customer service has made me hesitant to continue using their platform in the future.

I recently sold a pair of vintage salt and pepper shakers shaped like clothing irons. While preparing to ship them, I noticed a chip on one of the handles. Despite not mentioning this flaw in the description, it is clearly visible in all the listing photos. I reached out to the buyer to inquire if they are still interested in the items. As I haven't received a response in nearly 24 hours, I'm uncertain about proceeding with the shipment. Typically, I aim to send out items within a day of purchase.