Mercari Customer Service Issues

I'm an earnest seller who recently had their account closed on Mercari due to unintentionally posting replica items. Despite other sellers doing the same, I wasn't aware of this rule and my funds were withheld for ** days. I decided to sell my remaining products to a friend who wished to start selling. Today, I was supposed to access my funds, but I received an email claiming I created a new account, resulting in another **-day hold on my funds. I haven't created any new accounts on Mercari out of fear of this exact situation. I am baffled by the accusation and would like to resolve this issue promptly. I hope to discuss this matter with someone as soon as possible to clarify that I only have one account on Mercari from 90 days ago and request the release of my funds as scheduled.

I am dealing with ongoing credit card verification requests that are disrupting my daily routines. As a recent cancer survivor adjusting to treatment and expecting to become a grandmother, I am unable to go out due to my surgery. This unexpected verification process is causing me to miss out on important purchases. I have a consistent history of using my credit card without any issues at various stores and feel frustrated by these repeated verifications. I want to resolve this matter by providing any necessary documents or verifying details with my bank to shop hassle-free. My relationship with this company has been positive, and I wish to continue this experience without further interruptions. I urge them to contact me to resolve this efficiently. My husband, who has experience in law enforcement, and I are willing to provide any proof needed to confirm our identity and put an end to these inconveniences. Thank you for your assistance.

I discovered a fifty-plus-dollar charge on my bank account from Mercari. Although I had purchased three quilts at the same time, they were not reflected in the transaction. I contacted Mercari to explain an unauthorized charge, and they instructed me to wait to receive the package to proceed further. When the package arrived, I informed them of my intention to refuse it, but they advised against it. Following their instructions, I opened the package and took photos of all sides while on the phone with them. They claimed it was too late for the pictures, and the case was closed. I reiterated that I had complied with their instructions during the call. They then mentioned that my rating of the product resulted in the closure of the refund, but I clarified that I had not rated anything. Mercari mentioned it would take about 48 hours to provide a response, but within a day of being away from my phone, they stated that they did not receive a response within 24 hours, so the case was closed. I am puzzled by these developments and seek assistance. Thank you, D.W.

I purchased a The Mini Ezee 2 bedside sleeper in gray from AOS. Upon returning from a trip, I noticed the box, which had multiple previous delivery stickers, did not match the gray description on the outside but contained a tan chevron design. The mattress cover, straps, set-up instructions, invoice, and return instructions were missing. Inside, I found a return slip from a previous customer citing stains on the item. As I checked the product within 3 days, I seek to return it. How can I arrange for a correct item replacement or request a full refund?

I purchased a pair of Cannondale mountain bike shoes from a seller named Caldog on MERCARI. Upon receiving the shoes, they seemed to be in good condition. However, I later discovered they were manufactured in China, information that was not disclosed by the seller. After only three rides on light trails, the shoes fell apart, leading me to believe they may be counterfeit. I am requesting a full refund of $37.00. I also want to note that I left a 5-star review for the product as MERCARI's policy requires it for the seller to receive payment, though this did not allow me enough time to thoroughly test the product.

I purchased an Apple Watch on Mercari, and initially, everything matched the ad description. I completed the sale and left a positive rating for the seller. Unfortunately, the watch later showed an activation lock, preventing me from connecting it to my iPhone. Despite reaching out to the seller multiple times and requesting them to deactivate the lock, I have not received a response. I want to use the watch I paid for, but this issue is preventing me from doing so. It's frustrating to encounter this problem after a smooth transaction. I appreciate any assistance in resolving this matter, as I feel disappointed not being able to utilize the product I invested in.

Hello, This was my first time purchasing an Apple Watch. I set my search criteria based on price and the specific type of Apple Watch I desired. I found a matching result, read the description, and proceeded to buy it. However, after some conversation with the seller, I discovered that the Apple Watch is locked and an additional $[redacted] is required to unlock it. Being a novice Apple Watch buyer, I was unaware that they came both locked and unlocked. I attempted to cancel the order before it shipped, but encountered errors with each try. Despite multiple cancellation attempts, I received the same error message "Something went wrong. Please try again later." I then tried contacting Mercari via phone without success. After holding on the line for 15 minutes daily, I eventually discovered this live chat option as an alternative way to reach out. I am hopeful that I can cancel the purchase and receive a refund before the item arrives. Once it does, I intend to return it to the seller, who is agreeable to the return/cancellation. This experience with Mercari being my first, will determine my future use of the platform. Thank you.

I have encountered multiple rude and unprofessional individuals regarding the Adidas lunch box I sold for $11. Initially, I selected a $5 shipping fee assuming I would earn $5 as the seller. However, upon selling the item, I was credited zero dollars due to a $9.90 shipping charge instead of the $5.25 I intended. After years of successful selling with this company, I understand shipping costs are deducted from profits. Unfortunately, the customer service representatives I spoke to seemed unwilling to assist and reiterated the issue. I simply request to receive the profit rightfully earned. My account is under [redacted], but please contact me at [redacted]

I completed two sales transactions but encountered issues with the transfers. The first transfer of $[redacted].75 seems to have been processed but has not reflected in my bank account. The second transfer of $[redacted].75 was initially canceled, and I was charged $2 on September 18th and 20th. Today, I re-entered my bank information and attempted to transfer $[redacted].75, which is confusing as I used the same details for the successful $[redacted].75 transfer. Neither the $[redacted].75 nor the recent $[redacted].75 transfer is showing in my checking account. I'm concerned about the whereabouts of the $[redacted].75 and why the $[redacted].75 transfer was rejected with an additional charge when the information provided was the same. I seek clarification on these issues. Thank you, Ryan.

I sold a bag with a Burberry London logo for $57. In my communication with the buyer, I made it clear that I didn't know the bag's history or origin. Additionally, I had stated in the description that the bag was unbranded. The buyer requested a refund, which was approved without the item being returned. I believe this decision was unfair because the buyer was informed about the bag's condition and history as I knew it before making the purchase. I don't think a refund should be issued. I urge you to reconsider this decision and review our communication to understand the situation better. My name is Deborah Thompson, and my username is deboraht640. Thank you.

Hello... I recently purchased a bath and body works body cream and I'm unsure if the seller sold me a bad lotion or if the heat during transit caused it to spoil. This has happened a few times out of many purchases I've made on Mercari. I've never encountered any issues returning items until now with Ramona. Her response left me feeling disrespected and offended. I used to trust Mercari completely, but now I'm hesitant to continue buying from sellers due to this unfortunate experience with a $5 cream and Ramona's refusal to accept my return. How can I use a product that is not good? Mercari promises satisfaction guaranteed, but Ramona doesn't seem to understand this concept. She rejected my return request citing the lack of proof that the cream had a strange smell and texture. The product did not match the description provided by the seller, as it was advertised as new but clearly was not. I am considering opening my own selling page, but my confidence has been shattered due to this incident. I hope this can be resolved fairly. Thank you, Melissa V.

I've been trying to contact Mercari from day one, but it's been impossible. I bought an item on September 14, [redacted], which arrived damaged. The seller hasn't responded, and Mercari hasn't intervened or allowed me to leave feedback. It's frustrating that I paid for a damaged item. Another issue I'm facing is accidentally giving away an item for free because of a glitch. I've been unable to reach Mercari about either problem, and this situation is escalating.

I had an issue with selling on Mercari. I accidentally sent the wrong item and asked for it back, but due to a mistake, the item was given free to the buyer. I've been trying to contact Mercari for help with no success. Also, I received a damaged doll shoe from a seller, and Mercari gave them positive feedback. Since day one, I've been trying to reach out for assistance but haven't received any. I feel like they are playing with my money and not taking my concerns seriously. The seller even discriminated against me for not speaking English well which is unacceptable. I hope to get some help and a resolution soon. Thank you.

I sold a red shirt and a pair of black and blue Nike toddler sneakers to two different buyers on Mercari. Unfortunately, I mixed up the labels and sent the sneakers to the wrong buyer. The buyer who received the sneakers instead of the shirt is not responding to my requests for a refund. The original buyer of the sneakers is waiting for her order. I reached out to Mercari multiple times for help, but the customer service has been unhelpful. One team member attempted to generate a return request, but it was sent to the wrong person. I am struggling to resolve this issue and I just want my shoes back or a refund if the buyer won't return them. I have a good track record on Mercari with over [redacted] sales, but this situation is frustrating. I would appreciate a call from Mercari to discuss this further or to speak with a supervisor for assistance. The lack of responsiveness from Mercari's customer service team is disappointing.

I sold two items to two different buyers on Mercari, a red shirt and a pair of black and blue Nike toddler sneakers. I mistakenly swapped the shipping labels, sending the wrong item to each buyer. The buyer who was supposed to receive the shirt got the sneakers instead. I've tried reaching out to Mercari multiple times but haven't received a satisfactory resolution. One buyer received the wrong item and is now unresponsive, while the other is waiting for her sneakers. Mercari's customer service has been unhelpful, and I am frustrated with the situation. I hope to hear back soon with a resolution or escalate the matter to a supervisor. Thank you for any assistance you can provide.

The package I was sending turned out to be heavier than the label attached. I brought it back home to create a new label with the correct weight, but I couldn't. So, I went ahead and sent it on my own, paying $16 for shipping, and marked it as shipped on my end. Now, Mercari might not recognize it as shipped with my own tracking number, which I already emailed to the recipient. I'm worried they might refund her the shipping cost, leaving me out of pocket since the shipping was more expensive than the item.

Initially, I believed the user had rated me 5 stars, but upon rating them, I noticed they actually gave me 2 stars. It seems they communicate in Spanish, while I communicate in English. It seems they are suggesting that I did not specify the quantity of the product accurately. However, in my description, I clearly stated that the product was not brand new, but used and over HALF full. I find it unjust to receive a low rating due to a language barrier that might have led to a misunderstanding. I made sure to provide an honest description and promptly shipped the item.

Hello and thank you for your help. The Mercari customer support phone number isn't working today, as it hangs up no matter the option you choose. My concern is regarding shipping. I offer free shipping on all items and have a new buyer who frequently makes multiple purchases within a short period. The issue is that each separate item I ship to her costs around $20, impacting my profits significantly. I appreciate her business, but it would be more beneficial if she could combine her purchases to save on shipping costs. Recently, she bought a bracelet, and then placed an offer on another. I'm open to accepting this offer, but wonder if there's a simple way to combine these items despite disrupting the tracking process. I've considered talking to her and cancelling one purchase to create a combined listing, yet I'm hesitant to risk my seller reputation. Would appreciate any advice on how to handle this situation politely and efficiently. Thank you for your understanding. - Jodi Greer, SaltyCwgrl of SaltyCwgrl Creations.

I tried to sell two Balance Athletica Outlander crew sweatshirts, both size medium and in different colors. They were sold as a bundle with a discount and free shipping. The buyer requested a return but did not explain the issue and later blocked me. Mercari removed the listing, making it impossible to report. I feel scammed and frustrated by the lack of customer service support from Mercari.

I recently had a situation with a buyer interested in my Victoria's Secret sweatshirt on Mercari. The sale was repeatedly stopped by Mercari. The buyer tried purchasing through multiple accounts including a friend's account. I declined selling at a lower price as requested. After questioning why the sale wasn't going through, I discovered the buyer's persistence. I have now blocked the buyer but her messages can still be viewed under the item listing. I suspect this individual may be attempting to scam me.