Mercari Customer Service Issues

I shipped the package to the buyer using USPS. Unfortunately, I mistakenly used the tracking number I requested instead of the one generated for our sale on your site. I manually wrote her address on the box. Now, I'm unable to edit the tracking number on the transaction. I'm worried that the buyer may receive the package, but I won't receive payment. Please assist me promptly.

I placed an offer on an item, but the seller did not respond before the offer expired. Subsequently, I bought the item at the listed price. Although the seller created a shipping label, the item has not been shipped. After reaching out to the seller and receiving no response, I contacted Mercari support for a refund. Mercari approved the refund and offered me a 5% discount on my next purchase. I proceeded to search for another item and made a purchase. However, I have now been notified that the original item I bought has been sent. I do not wish to receive this item as I was expecting a refund. If the item arrives, I am unsure what to do with it.

I have been receiving repeated notifications stating that action is required for a package that I have not received. The item was reportedly delivered to California; however, I reside in Texas. This was a gift valued at over $[redacted], and I am eager to know when I can expect a refund. If I do not receive any updates within the next 12 hours, I intend to cancel all my pending orders, totaling over $[redacted]. It is disheartening that I have not been able to speak with a representative regarding this issue. My availability is unconventional as I am free between 10:00 PM and 3:00 AM. I would appreciate a call back during these hours to address this matter promptly.

I purchased an iPhone XS Max from seller easytrade for $[redacted]. After activating it on AT&T, I was blocked from the network due to the phone being reported as lost or stolen on Sept 30th, four days after I bought it. When I reached out to the seller, they assured me there wouldn't be any issues. However, AT&T requires a store receipt from the original purchase to remove the phone from the blacklist, and I have not received a response from the seller. I am seeking a refund of $[redacted] and plan to return the phone. Any guidance on the next steps would be appreciated.

I recently purchased an item on Mercari that was advertised as "New with tags", but the item I received did not have the original tags as described. According to Mercari's definition, "New" items should include the original tags, which mine did not. I feel misled and would like to request a refund. I also believe the seller should be made aware of the discrepancy in their listing. I appreciate your assistance in resolving this matter. Thank you.

I sold a mixer with three CDs and two discs, but I only received two CDs and two discs. The mixer arrived in poor condition, although it still works. I reached out to Mercari support, but they informed me that there was nothing they could do. The missing CD is crucial for operating the mixer, and it was an expensive purchase. The buyer got to keep it without returning it, and I received the mixer back with scratches and damage to the CD case. It's frustrating that I've been scammed, and as a seller, there seems to be no protection for me. My Mercari listing ID is m[redacted]4.

The images did not accurately depict the ridged material on the tall black Hunter boots I received from Mercari. The description specified they were the original tall black Hunter boots, which should not have a zipper or a different appearance. I am seeking a refund as the boots do not match the description provided. Despite multiple attempts to contact Mercari with pictures, I have not received a resolution. The app is currently not allowing me to resend the images. The seller has not responded to my request for a return. I am hoping to promptly resolve this issue.

I recently received a Dooney & Bourke purse that unfortunately has some cracked areas on the inside flap and a strong mildew smell both inside and out. These issues were not disclosed in the item description when I purchased it. I've contacted the seller who agreed to accept the return and issue a refund, however, I am encountering difficulties with the return process online. When attempting to request a return, I am unable to access the return form as the system indicates that "this item is not eligible for return" without providing any further details. The seller and I have reached an agreement but I require assistance in facilitating the return.

Subject: Action Required Regarding Your Mercari Listing Dear Grama Carr, We wanted to thank you for being a valued member of the Mercari community. As part of our commitment to creating a safe marketplace for everyone, we have recently implemented a Prohibited Items Policy to better guide our users. One of your listings, specifically the UGGs no button Pull On Sweater Boots with the Item ID: m[redacted]3, has been flagged due to insufficient proof of authenticity. Consequently, we have had to remove this listing and any similar ones from your account. Should you wish to repost the item, we kindly request that you include clear images displaying the serial number or brand authenticity markings to ensure transparency for potential buyers. Additionally, we recommend providing detailed photos of the item's interior, exterior, front, and back. Please refrain from using stock photos exclusively, as we encourage users to showcase the actual items they are selling. In the event that the flagged listing has already been purchased, the transaction will proceed as usual. However, in accordance with our Terms of Service, we may temporarily hold your funds for review purposes. Your cooperation in adhering to Mercari's guidelines is greatly appreciated as we strive to maintain a secure marketplace for all our users. For further information, please consult the Prohibited Items Policy on our website: [redacted]. Thank you for your understanding and continued support. Warm regards, Team Mercari

I am experiencing issues with a tablet I bought from James Helbling on Mercari. The item number is m[redacted]3, it is an RCA Cambio tablet. Despite giving a positive rating initially, the tablet turned out to be defective soon after. I reside at [redacted] 3rd Ave, Rudolph, WI [redacted]. I wish to request a refund of $77 as the device is non-functional. I have been a regular buyer on Mercari, but this experience has left me disappointed. James agreed to the refund but requires assistance from Mercari. I hope to resolve this matter promptly. Thank you - Misty Jepsen

I recently ordered a black Thrasher shirt in size medium from a seller. After the initial shipment was sent back due to a label issue, the seller assured me she had resent it. However, after checking the tracking number, I noticed it was still showing as delivered back to her, even though her location is different from mine. When inquiring about the status, she mentioned it should arrive the following Monday but did not provide any further updates despite promising to track it again. It has now been several days, and I am still waiting for any new information on the delivery status.

I made a purchase on the 15th, and the seller claimed to have shipped the item, but USPS shows they are still "awaiting the item." Despite Mercari allowing cancellations, the seller seems unresponsive. Customer service has been unhelpful, and the representative, Glecy, mentioned the item is "lost" and advised me to contact USPS. Glecy also mentioned they cannot issue a refund until USPS confirms receipt of the item, even though USPS states they are still waiting for it. This experience has been frustrating, and I plan to share it widely as the customer service has been subpar.

I did not receive the return label for the Santonio Holmes Jersey within the 3-day window as promised after speaking with customer service. Instead, I was only given instructions on where to send the package. I have already returned the jersey through USPS with tracking number 9[redacted] 5[redacted] [redacted] 78. I am grateful for the help center and contact us button provided by Mercari, but it only led me to general questions and answers. I had to search separately on Google for Mercari's help center to contact someone for assistance via chat or email. This process has been extremely frustrating for me as a new user. My interaction with the seller and Mercari's customer service has left me feeling confused and dissatisfied. I have also emailed the seller the tracking number this morning. Since I couldn't use the non-existent return label, I hope the shipping information and tracking number can be associated with my return for the jersey, as I am unsure how to proceed to receive payment.

I am writing regarding a buyer named Whereartthoujuliet who bought a size Large Nancy Ganz Body Control Tank from me on October 18, [redacted]. She seems dissatisfied with the purchase but did not reach out to me, the seller, or Mercari. Instead, she left an unfair, impolite, and negative review on my profile before blocking me to prevent communication regarding the sale. Upon investigating, I discovered that this individual has a pattern of leaving negative feedback on other sellers' profiles. Mercari has received complaints about her behavior in the past, indicating a trend of maliciously harming the reputation of highly rated sellers for personal reasons. All the items I list undergo thorough cleaning and ironing before being stored in clean, dry containers in my smoke-free home. The pictures displayed match the items shipped, and any defects are transparently disclosed in the listings. My profile shows an overwhelmingly positive rating, with only a 2% lower than a 5-star rating, primarily for cleanliness. While I respect individual opinions in reviews, this instance is particularly troubling due to its falsehood and recurring nature with Mercari sellers. I urge you to investigate this matter, examine her history of reviews, and consider removing her baseless comments and rating from my profile. Thank you for addressing this issue promptly and your assistance.

I received a 1-star review on Lively Listings because I bought a "sweatshirt" that turned out to be see-through. Despite requesting a return and sending pictures, the seller claimed the item was not new anymore because I opened the package to inspect it, which I find absurd. The product was not as described, being made of 98% polyester and 2% spandex instead of cotton or a cotton blend as expected for a sweatshirt. The seller's response was deceptive, and now I am concerned about the validity of the customer reviews on Mercari. I believe the negative review I received was unjust and out of spite, and I want it removed. I have blocked the seller and am unsure about the safety of purchasing from this app in the future.

I need assistance in returning an item to the seller. The system states I can't return it since I missed the 3-day return window after the shipping details were provided. This situation feels unjust. I bought what I believed were women's size 7 shoes, but they turned out to be size 7 for boys, which is much too large for me. I wish to promptly return the item. Additionally, the seller didn't dispatch the item within three days. Despite placing the order last week, it took a full week to reach me. This raises concerns about fairness towards buyers. I had no control over the shipping time, and the seller didn't adhere to the Mercari three-day shipping rule. Knowing this, I wouldn't have made the purchase. I genuinely thought the shoes would be a good fit. Assistance is greatly appreciated.

Yesterday, on October 24, [redacted], I bought AirPods for $[redacted]. The seller assured me they were authentic, and even provided me with a serial number for Apple verification. However, upon checking, I discovered that the AirPods were counterfeit. When I confronted the seller, they offered me $30 not to return them, and then blocked me once I agreed. The seller's name on Mercari is PS-RETAIL. I hope Mercari will take action against this seller and prevent the sale of counterfeit items in the future. Thank you for looking into this matter.

Hello. I would like to share my positive experience with Mercari and their outstanding customer support. Although most transactions have been smooth, I have encountered three less than five-star ratings that were based on issues unrelated to the item's condition but instead on the buyers not carefully reading the product descriptions. For instance, one buyer left a three-star rating because the item was smaller than their expectation even though the ad clearly mentioned the size difference. These unfair ratings impact both my sales and reputation on the platform. I believe it is crucial to be able to dispute such unjust evaluations. I kindly request Mercari to consider removing these three less than five-star ratings from my profile. Thank you for your assistance. - MO, username: objects

I need assistance with order ID # [redacted]9 placed with seller mbelmares39 for a Chanel blazer priced at $[redacted] plus shipping. I believe I am a victim of a scam. Upon noticing the unauthorized purchase, I tried to cancel immediately, but it was already marked as shipped. I have been in contact with the seller, explaining the situation politely and asking them not to send the item, but have not received any response. The package requires a signature, but I have instructed the mailman to return it to the sender as I did not sign for it. Despite numerous attempts to resolve the issue with the seller, they have blocked me. I have not received the jacket nor do I wish to keep it. As a single mother relying on this money for rent, I am distressed. Unfortunately, the customer service number appears to be closed on weekends. I am hopeful for a quick resolution to this matter to avoid financial loss.

I bought an iPhone X on 10/1/19. I asked the seller if it was unlocked and he confirmed it was. He then mentioned he would ship it after T-Mobile factory unlocked it. Surprisingly, he shipped it a day later. Upon receiving it, the phone was still locked, and the seller asked me to wait more days. Now, nearly a month later, the phone remains locked. T-Mobile informed me the only way to unlock it is if the seller contacts them directly. I have proof of all our conversations. I paid $[redacted] for a phone I can't use, and the seller accuses me of lying. How can we resolve this issue?