Mercari Customer Service Issues

Hello, My name is Kelsey Lynch. I recently tried to sell my authentic Louis Vuitton belt on the app. It was removed for suspicion of being counterfeit. I re-posted the belt (item id: m[redacted]) with the serial numbers added as proof of authenticity. I sold the belt today and shipped it already. However, I just received a 24-hour suspension for this being my final warning. I am upset because the item is genuine, purchased from the Louis Vuitton store. I need this matter resolved promptly as I have other sales pending. I hope to receive my funds as expected. Kindly assist me at your earliest convenience. Thank you.

Contacting Mercari has been a challenge recently, so I hope this message gets through. I am dissatisfied with their return process, especially as a seller left in the dark. After a buyer requested a return for an item I sold, I was only informed that within 1-2 days, I would know if it was approved. I tried reaching out to the buyer, but received no response, only to later discover the refund had been approved. It's frustrating not knowing the details of the buyer's claim against the item, especially when the photos showed no issues. This experience is driving me to prefer Poshmark over Mercari, as Poshmark offers better protection for sellers.

I accidentally mixed up two packages that I sent out simultaneously. The first buyer received the wrong item and contacted me about it. The second buyer has not received their package yet. I deactivated the listing for the first incorrect item but it did not provide a solution. Now I have one open case, waiting for the first buyer to receive the other incorrect item today. I've been attempting to reach customer service but have been on hold for 25 minutes with no one picking up. The help center keeps showing a server busy message after I explain my issue. I'm unsure how to resolve this situation and would appreciate assistance.

I recently sent a Fitbit Surge to a customer, and I even provided additional pictures of the product. However, upon receiving it today, the customer claims that the rust band is broken. The Fitbit was shipped in its original hard plastic case, making it unlikely for it to have been damaged in transit. I believe that the customer may have mishandled the item, and I am uncertain about how to proceed in this situation. I have requested that she return the item, but I also asked for photos of the damage for comparison. Unfortunately, she has not responded yet. I find this situation suspicious and would prefer not to be held accountable for any damage caused to the item I sold.

I am hoping to have my account reinstated. Unfortunately, it was banned due to accidentally including my Instagram handle in the listing descriptions. This mistake occurred because I typically copy and paste my descriptions from Grailed, where including Instagram details is allowed. If given the chance, I will ensure not to include any outside links in the future. My Mercari account had a perfect 5-star rating, and I have never engaged in selling counterfeit items, scamming users, attempting off-site transactions, or violating any other Mercari policies. Losing access to Mercari has impacted my reselling business significantly. I kindly request your understanding and assistance in lifting the ban. Thank you.

I recently had a customer who messaged me about their concern for the package potentially arriving damaged. Even though I take great care in packaging all my items securely, they claimed the items arrived broken. I find it suspicious since I shipped the same items to another customer with no issues. I use ample bubble wrap and other materials to prevent damage during shipping. This new Mercari member might be attempting to scam me with false claims of receiving broken items. I value my reputation on various platforms like Amazon, eBay, Poshmark, and Depop, and have never encountered such a situation before. I strive to ship items in pristine condition, and my packaging is always well-maintained. I would appreciate it if someone could reach out to me to resolve this matter promptly.

Hi there, I am Carol Witzig. I recently sold a bundle to a customer who claims it arrived damaged. I authorized the return and now need to process a claim. Unfortunately, I used a shipping label from Mercari without the option to add insurance, and I don't have photos of the damaged package. I have been unable to reach Mercari as every attempt results in pop-ups with no useful options. I am unsure what to do with the damaged items once they are returned to me. The entire transaction cost me $[redacted], and I expected insurance coverage, which was not available. Now I'm left with a box of broken goods and no recourse. Despite my positive history as both a buyer and seller on Mercari, this experience is disappointing. Thank you, C. W.

I sent out an infrared cooktop and pots & pans that I originally bought for $[redacted]-$[redacted] and sold for $53.00. Unfortunately, the package arrived damaged, and Mercari asked if I wanted it back. I opted to have it returned, but I'm frustrated because I couldn't add additional insurance to the shipping label I printed from their site. Now, I am stuck with a broken package and no refund or product. I'm disappointed with Mercari's lack of support and considering moving to a different online selling platform. I've tried contacting Mercari about forwarding the pictures of the damaged items from the buyer, but their "CONTACT US" tab is unhelpful and only leads to pop-ups with more tabs to click on, without connecting me to anyone.

As a Mercari seller with the username Rose_Cass, I made sure to follow the guidelines for creating listings and treating customers with respect. I recently sold a dark brown curly wig, and my listing was very detailed to accurately describe the item. I'm aware that refunds may be approved if an item is not as described, but in this case, I believe my listing provided all the necessary information for the buyer to understand what they were purchasing. I'm willing to wait for the outcome within the 1-2 day response time frame as stated. I appreciate your attention to this matter. Thank you, Best Regards, Z.

Hello, I recently sold some comics online, and unfortunately, the buyer never paid for them and claims they never received the shipment. I believe the shipping information I provided was accurate. However, I unintentionally shared the buyer's personal details, which was not my intention. Despite trying to resolve this issue, I was banned from the platform. I have evidence, including screenshots of our conversations and tracking information, showing that the buyer received the comics but still disputed the transaction. The buyer even resold the comics on eBay. I just want to be compensated for the comics I sold. I apologize for any previous outbursts and am willing to discuss this matter further if needed. Thank you.

I have a complaint. I shop on this website regularly, and I have never encountered any issues before. However, two months ago, I ordered body wash that never arrived. Then, two months later, I received a shipping label but no package. I received a letter from UPS stating they found the package with just the label on it. I contacted customer service, and Mark Carly got back to me asking for pictures, which I sent. Despite this, my order still shows as completed, but I never received the body wash. I am a frequent user of this site, and I am disappointed that my money was taken without resolution. I would appreciate a refund or credit for this issue. Thank you.

Hello, I've been an active seller on Mercari for a while with mostly positive experiences until a recent sale to a user named Featherheart. After selling them a World of Warcraft Collectors mouse and sending it promptly upon purchase, they quickly requested a return. Following the system's procedure, I agreed to receive the item back, especially since it was a valuable $[redacted] mouse. However, Featherheart delayed returning the item, only mailing it after three days despite my inquiries about the shipping timeline. The tracking information eventually showed the package was on the way, but upon receiving it, I discovered that the box was empty apart from packaging materials, with no sign of the mouse inside. Despite reaching out to Featherheart multiple times, I have yet to receive a response. Initially hoping it was a mistake, I now suspect otherwise. I seek assistance in resolving this situation.

We are Mercari sellers and have shipped over 1,[redacted] boxes. In July, a customer received a damaged box with ruined merchandise (Funko Pops). They returned the box, and we submitted a claim to FedEx with pictures. We have a claim number but no response from FedEx. Two weeks ago, another box went missing, and we filed a claim with FedEx, but no action has been taken. I called FedEx today; they require a Shipper Waiver from Mercari on letterhead with a handwritten signature. We need help resolving this. Thanks, Robert and Laura B.

Last week, I accidentally listed an item at the wrong price. I promptly informed a potential buyer and regretfully explained that I could not sell it at that price. Shortly after, another buyer, a new user, purchased the item at the correct price. I shipped the item the next day. Now, the item is being returned. I am worried that the original buyer, who was disappointed at not getting the item at the lower price, may be attempting to take advantage of the situation by potentially damaging the item upon return or not returning it at all. The item, untouched and new, is only being returned today without any clear reason. I hope for protection in case the buyer mishandles or fails to return my original item.

I purchased a painting on canvas from Rachel Bradley in Tallahassee, Florida. My UPS tracking number is [redacted][redacted] [redacted] 85. Upon receiving the package, I found the artwork had been destroyed. I reached out to Mercari but have not received a response yet. They asked me to rate the product, but I refuse until the issue is resolved as I fear I may not receive a refund. I urge them to improve their customer service as I consider this situation a rip-off. If I do not hear back soon, I plan to stop using their service and file a complaint with the Better Business Bureau. They owe me $22, which I expect to be refunded to my debit card promptly. Thank you.

Dear Support Team, I am contacting you regarding my recent purchase of Item ID# M[redacted]0. Upon receiving the item today, I was dissatisfied with my purchase. Despite the item being listed as "Poor" condition, the actual state upon arrival was significantly worse and not as depicted in the photos. The seller described the items as suitable for crafting or jewelry making but the reality was quite different. The items were poorly packaged, covered in a powdery film, emitting an unpleasant odor, and overall unsuitable for any use. The misleading representation in the pictures and the actual condition of the items have left me very disappointed and concerned for my health and safety. I strongly believe that these items should not have been sold in this condition and, as such, I am requesting a refund. If necessary, I am willing to return the items. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you for your attention to this issue.

Hello! I recently had a transaction with a user named Broadway Bazaar on Mercari. Unfortunately, we were both suspended after I asked them to buy an item I had listed on eBay. I received a warning and my account was suspended, while Broadway Bazaar informed me that their account was indefinitely suspended as well. I understand that my actions led to this situation, and I take full responsibility. I apologize for violating Mercari's policies and promise not to repeat this mistake. I am hoping to assist Broadway Bazaar in having their account reinstated, even if it means my account remains suspended as a warning. I apologize for any inconvenience this may have caused and appreciate any assistance in resolving this matter. Thank you for your help!

Hello, I am contacting customer service regarding a return request for the item m[redacted]4, a Cuisinart food processor. I discovered rust on the base blades and signs of rust on the blades themselves after inspecting the item on 09-22-[redacted]. I have already informed the seller and sent pictures as evidence. However, I am experiencing difficulty with the return process through the app. It instructed me to fill out a form and include 4 pictures, but there was no form available and no option to attach images. I am requesting a full refund to be issued to my original payment method and have attached pictures to this email for reference. Please assist with processing my return efficiently. Thank you.

While I was in the process of updating a post for one buyer, another buyer purchased it, creating confusion. I had intended to combine two posts for the first buyer to purchase both items together. The post appeared as sold, but not to the intended buyer I was working with. I now need to create a new post for the initial buyer. I have sufficient items for both buyers, but the challenge lies in contacting the buyer I was making changes for, as the sale went through to the other buyer. Unfortunately, I cannot locate the original post. To ensure transparency and complete both transactions correctly, I need to communicate the situation to the original buyer. I am unable to message them directly due to the sale status. How can I request the original buyer to reach out to me so I can finalize the transaction with them?

I recently sold a PlayStation 4 console on Mercari, and the buyer has been making multiple return requests. Initially, he cancelled the return right before the deadline to leave a rating, only to request another return immediately after. Mercari informed me that they are reviewing the situation and will get back to me within 1-2 days. I'm concerned about this cycle of return requests, as it is impacting my ability to receive payment for the item. I have the tracking number to prove that the console was delivered. I appreciate any assistance you can provide. Thank you in advance for your help.