Mercari Customer Service Issues

I recently sold two 11" African/American baby dolls. The item IDs are m[redacted]1 and m[redacted]7. The buyer is unhappy with the length, finding them too small, and wants to return them. To address this, Mercari requires pictures from the buyer to verify the size discrepancy. I am keen on resolving this promptly to get my payment. I shipped exactly what was described in the listing. Thank you, Dottie O'Neill

I sold a Michael Kors watch for $[redacted], shipped it last week, and my tracking shows the item was delivered on Monday. I've tried reaching out to the customer about receiving payment or confirmation of receipt, but haven't received any response. I'm concerned about how to ensure I receive payment for the item as the buyer is unresponsive. I want to avoid losing the $[redacted] or the product itself. What steps can I take to address this situation, considering I have proof of delivery with the tracking number?

Hello, I am seeking assistance in resolving an issue. Could you please clarify the timeframe for the buyer to provide pictures corroborating that I dispatched the items as depicted in my listing? Also, when will I receive payment for the sale? Unfortunately, my attempts to contact you via phone have been fruitless as the calls get disconnected abruptly. I urge you not to close this matter until I have been compensated for the two dolls with the item IDs: m[redacted]1 & m[redacted]7. It is disheartening to contemplate a situation where the buyer retains the dolls while I remain unpaid. Your prompt response is appreciated. Sincerely, Dottie

I am frustrated with the lack of response from your customer service regarding my recent purchase. I bought shoes for my girlfriend for Christmas from "The Moody Baby" for $[redacted], but the shoes I received were a size 11 in kids' shoes, not the size 7 women's shoes I ordered. The links in the emails were invalid, making it difficult to track the item or contact support. I discovered that the seller had changed the product information to kids' sizes, which I never would have purchased since we don't have children. I've tried contacting customer service via phone with long wait times and no option for chat on mercari.com as suggested. Despite attempts to find a refund form on your help page, I have not been successful. I am extremely dissatisfied and expect a refund for this erroneous purchase.

I recently purchased an item for almost $[redacted], only to receive an empty box. I immediately searched for a return label on the website but couldn't find it anywhere. Despite my efforts, I was unable to locate it through the help form or anywhere else on the site. To make matters worse, Mercari went ahead and wrote a review on my behalf without my consent, against my explicit request not to do so. I am now left with a useless empty box and a significant negative balance in my account. I kindly request further assistance and investigation into my case. Thank you.

I listed an item accurately as fair condition and included photos showing the damaged box. The buyer now wants to return it, claiming they didn't realize they could zoom in on the photos and are unhappy with the condition of the box. I questioned if there were any other undisclosed issues, and they confirmed there were not. I believe it's unfair that I may not receive payment due to the buyer's lack of diligence in reviewing the description and images provided.

I am experiencing an issue with FedEx not providing tracking information for my shipment. I would appreciate any updates on the arrival status of my package. Thank you and Happy Holidays! Please send any order status notifications to the email associated with the order. FedEx has indicated that a label was created for ground shipping to generate a tracking number, but they have not yet received the package. This update was provided on December 11th, [redacted], Wednesday, at 12:50 PM PDT. 😊

I recently purchased an item from a local game store in my town with the plan to resell it for a profit. Shortly after posting it online, it was removed for being labeled as fake. I am frustrated because I bought it from a reputable source and I was not given any explanation or details about why this happened. It is troubling that I am left in the dark about the situation.

I am having trouble logging in as it keeps prompting me to update my password, but I am encountering errors each time I attempt to do so. I have tried contacting customer support directly, but my calls keep disconnecting. It would greatly improve the experience if Mercari provided easier access to speak with a live representative for sellers. The reputation of Mercari's customer service for sellers is taking a hit due to the challenges of reaching live assistance.

I made a mistake with an order. Two orders were returned, but one was marked delivered when I did not receive it. I was refunded for the undelivered order, and I will sort it out with the local post office. I need help with the other returned item: A) Has the customer received a refund? If yes, how can I get a label and payment? B) If no refund was given, what should I do to get paid and a label? Is there any insurance provided? Will I be charged for shipping twice? The other lady canceled her order, so that's not an issue. I prefer to speak to a live representative. Please respond promptly so I can ship out the remaining item.

I recently bought a JBL speaker through the app as a gift, but when it arrived, it turned out to be a knock-off product of poor quality. In contrast, a similar one I got from a physical store before was much better. I've been attempting to get a refund and didn't intend to rate the purchase, but it seems to have rated automatically. I am highly dissatisfied. Could you please arrange for a refund and send me a return label?

I bought a [redacted] Topps Update hobby box case but received a package with about 10 cards from a different product. The seller confirmed it was not a sealed box despite the listing stating otherwise. I asked to cancel the order, but they declined. I want to return the package quickly and am looking for a return label.

Mercari canceled my account, stating it was terminated due to a past cancellation, thus prohibiting me from selling. I find this decision puzzling. In the meantime, I had already sent out items via mail and now cannot receive payment since my listings were removed, and my account deactivated. Despite reaching out seven times, they only responded once, claiming I sent the items after they terminated my account. I dropped off the items at 11 am, and my account was canceled at 4 pm. They should be able to track that the buyers received their items. I am seeking payment for my sales and clarification as to why I was allowed to sell initially, performed well, and then informed it was an error to let me sell, banning me from the platform. This is my first time selling on Mercari, and I am perplexed by the abrupt change in status.

I've been receiving multiple messages confirming that an item I'm selling has been authenticated and is now live. However, I'm unable to activate the item to remove it from the inactive status. I've checked my Mercari app, and from what I can see, my app information is up to date along with my ID verification. Despite this, I've received numerous messages today, but I'm still unable to update my selling items. This is my second request for assistance. It's very frustrating!

I received a damaged jewelry box from MERCARI. When I try to contact them to report the issue, I keep getting an "invalid format" alert on the secure authentication page. I have been attempting to reach out for the past hour without success and am frustrated with the situation. If I can't resolve this, I may have to leave negative feedback or resort to social media to express my dissatisfaction. Being retired, I have time to address this matter. I have also been on hold over the phone for quite some time now. Dennis E.

I purchased AirPods 2 on 12/06/[redacted] and received them promptly on 12/09/[redacted]. The item appeared brand new as described, so I rated the seller. However, after a day of use, I noticed issues with customization and the absence of a serial number on my phone, indicating that they are counterfeit. I aim to return the product for a refund as the seller did not disclose this information. I spoke with Sarah yesterday, and she mentioned I would receive an email regarding my case. Your assistance is greatly appreciated. Thank you.

I received your email regarding the Yamaha PSR-E303 that has not been shipped yet by the seller even after a week since I placed the order. Unfortunately, I've encountered a similar delay with a different seller previously. While their products are good, their shipping process seems slow. Could you please cancel my order and refund the payment for the item? I apologize for this inconvenience, but I can find the same product on another website and receive it within a few days. Thank you for your support. Thank you, Donald B. Apologies for not providing the ID number as I am having trouble accessing the site.

I am confused as I sent a package, but the recipient refuses to pay or pick it up from the parcel service. The package is now their responsibility. I believe the application should improve this process by ensuring recipients pay upon delivery. I spent almost 10 dollars sending the package, trusting this service to be reliable. How can I recover my package?

Dear Mercari, I wanted to bring to your attention an issue with a set of Riddell mini football helmets I received. The Baltimore Colts helmet arrived with a broken gray face mask, while the Philadelphia Eagles helmet appears to have damage on both sides, as if an animal had chewed on it. I have attached photos for your reference. Instead of a refund, I would prefer to receive replacement helmets for these two damaged ones. I previously emailed these concerns along with the pictures but did not get a response, which is why I reached out to Paypal. Transaction ID: [redacted]29P276763N Paypal Case ID: PP-D-[redacted]7 Thank you for your attention to this matter. Sincerely, Jerry

I posted images of a miniature Hello Kitty house, clearly displaying the torn sticker area, and described it as used. However, the buyer mentioned in their review that "the patio was torn," implying it was not disclosed in the listing. I believe this review is unjust as I took all necessary measures to inform the buyer about the condition. I am not requesting a perfect rating, but I kindly ask for that specific part of the review to be removed as it can harm my reputation. Your consideration is greatly appreciated. -Gabby