Mercari Customer Service Issues

To the concerned party, Many Mercari users are receiving violations for branded items on the selling platform. The items I sell are authentic, not counterfeit or replicas. I have experienced listings being removed and even had representatives apologize for the flags. I am seeking reinstatement to resume selling on the app. Myself and others aim to avoid penalties for selling genuine branded products. Recently, a listing was removed for being similar to a brand, though it was originally listed as unbranded. The platform's rules are unclear. It appears that posting too many branded items leads to reports and immediate takedowns without explanation. I request reinstatement of my account to buy and sell once more. Thank you, Danny Username: Donshki1

I purchased an Emotion Sensor Trash Can that arrived last Wednesday, 10/07/18. Initially, it worked well, but by Saturday, it suddenly stopped working. I contacted the seller, and despite their initial assurance that it was functional before shipping, the sensor remains non-responsive. Only my husband and I have used the trash can for less than a week, and we have already replaced the batteries to no avail. I left a positive rating for the seller when I first received the item, but now that it has malfunctioned after only three days, I am seeking assistance. Unfortunately, the seller has not been responsive to my messages. I would appreciate any guidance on resolving this issue. Thank you.

I received a damaged KitchenAid Conventional Oven and need to return it. I followed the instructions on the website to fill out the return request form, but I couldn't locate it anywhere on the page. The oven arrived today with three legs broken off and a dent on the lower right side. Despite searching for the form, all I found was a box labeled 'was this helpful'. I have already informed the seller, who is upset as the package was marked "FRAGILE" in large red letters. Please get in touch with me about this issue. My email is [redacted] Thank you.

Yesterday, I successfully sold my first item using the Mercari app. I have linked my PayPal account to receive payments. However, the customer informed me that she used a credit card for the purchase, but the payment hasn't reflected in my PayPal account yet. I am concerned and hesitant to ship the item without receiving the payment. Even today, there are no pending transactions in my PayPal account. I want to ensure my customer isn't being charged without receiving the item. I am unsure if I set up the PayPal payment option incorrectly on the app. How can I rectify this? If I make changes, should I cancel the current order and ask the customer to make the purchase again? This is my first time selling on Mercari, and I am in need of guidance.

I recently had three items removed from my sales account as "prohibited," which is not the case. I was selling physical copies of typed answers for tarot card readings, a service that complies with Mercari's selling rules. I kindly request that these items be reinstated as I'm new to online selling but have experience on platforms like eBay and Poshmark. In addition to the type-written answers, I have numerous other physical items, particularly clothes, that I plan to list soon. My username is kellyy. Thank you for your assistance.

Item Details: Funko Pop Halloween Town Sora Anime Hot Topic ID: [redacted] Buyer: SimplyAnime The buyer filed a return case without discussing the issue with me first. Mercari sided with him and he returned the item. Upon receiving it, I discovered it wasn't the original item I sent but a Star Wars Pop instead of the Hot Topic Sora. It seems like a bait-and-switch. I'm requesting Mercari to investigate and take action against his behavior. Considering not using Mercari to sell in the future and contemplating spreading the word on social media to discourage others from selling on Mercari. This situation feels unjust and unlikely to happen on a platform like eBay.

I purchased a Samsung Galaxy Note 9 on Mercari and noticed right away that something was wrong. The S Pen was stuck and felt different from my Galaxy Note 8's. The phone had significant lag, making it seem like a fake. The home button and haptic feedback were also problematic. After checking the IMEI number with no results, I took it to Best Buy where they confirmed it was indeed a fake. Unfortunately, contacting Mercari has been challenging without a proper phone number. I haven't informed the seller yet, fearing denial. I'll persist in contacting Mercari for a refund and hope to avoid such sellers in the future.

I recently ordered maternity clothes, but due to a mix-up at a USPS pack & ship location, my package was sent to the wrong recipient. The lady who received it by mistake resent it, causing a delay in delivery. The intended recipient canceled her order due to the confusion, yet the package is still en route to her. The lady who mistakenly received the package has not provided the tracking number for the second shipment. She has mentioned that she will return the package if received, but there are concerns about potential dishonesty leading to financial loss if she keeps the items. Hopefully, she will share the tracking number once she receives the package to ensure a smooth resolution.

I enjoy using Mercari, and I've had around three accounts in the past, all of which were successful. However, I encountered an issue with my third account. After making some returns, Mercari closed that account as well. Now, they're holding a significant amount of my money, which won't be released for 90 days. Despite the fact that all the items I sold have been received by the buyers, I haven't received payment for them, so the buyers are essentially getting the items for free. I provided my information to Mercari, but the process failed, and my funds are still being withheld. I would appreciate it if I could speak with someone more responsible who can help me come to an agreement to release these funds without having to return the items.

I purchased items from a seller named Dawn Jack and received them in extremely damaged condition. There was wet, dark dye in the package that spilled and stained my carpet. I am very disappointed and unsure of what to do next. I want to share photos of the damaged items and discuss this issue without facing any negative consequences for reaching out after the 3-day period. I value my relationship with Mercari and hope for a prompt response. My contact number is [redacted]. Thank you for your assistance.

I opened an inquiry on Saturday regarding a return I received from a buyer, which came back broken and not in the condition I sent it. The inquiry I saw on the help page is now missing along with my listing. Justin mentioned that a member of the escalation team would reach out, but I have not been contacted yet. I need assistance with my broken antiques caused by the return. I have screenshots of the limited communication with the buyer and Justin for reference. I hope to resolve this issue promptly. Thank you.

I recently purchased 8 to 10 items on your website without any issues. However, I am now encountering a problem where it says "oops item could not be found" every time I try to make a purchase. This is causing inconvenience for multiple sellers who are awaiting payment. If this matter is not resolved promptly, it reflects poorly on my reputation as a buyer and upsets the sellers. I have already reached out about this without a response, and if I do not hear back soon, I will escalate this matter. Buyers and sellers should not have to face these issues on your platform. Please address this promptly as it is essential for smooth transactions. I will gladly provide screenshots of the items I am trying to purchase. I expect to be able to buy items without hindrance on your site. Thank you for your attention to this matter.

I returned an item over three weeks ago, and the seller confirmed receiving it. Mercari also acknowledged that they received the item. The refund for the $45.00 plus shipping that I paid was approved back to my card, but I have not received it yet. Another refund approved by Mercari has also not reached me. The seller even contacted me twice thinking I had been refunded. I checked my Mercari notifications, and there is no record of these refunds. I had returned a small brown Coach purse and another Coach bag. Can someone please assist me in locating both of my refunds and looking into my account?

I informed the buyer about the pre-existing damages to the items, including mentioning it in the listing and messages. The buyer agreed to the conditions and the price. However, they are now asking for payment via PayPal before releasing my funds, despite sending pictures showing no damages. I kindly request Mercari to review the situation so the sale can be accepted as agreed upon and my funds released. Despite my disability affecting my vision, I disclosed all information to the best of my ability. The buyer has been pressuring me to send money via email, but I ask for the sale to be finalized. I believe the buyer may be trying to avoid payment by potentially causing damage. Thank you for your understanding and assistance in this matter.

Hello! I hope you're having a great Thanksgiving season! I've been struggling to find a way to reach out, but I think I've found the right email address to connect with you. I have a customer who is looking to return a Nikon D500 camera they purchased from me. The email associated with my account is [redacted] The camera is used, although I've only owned it since Mother's Day. I made sure to mention in the listing that it's a used camera, and the shutter count is very low as I haven't used it much. This is why I described it as "like new." The customer claims it is a refurbished camera and insists she can find it cheaper elsewhere without the included accessories. She no longer wants it because it doesn't come with a warranty. I never indicated that a warranty was included, and I didn't have the camera refurbished by Nikon. Is she able to return it simply because she changed her mind? Thank you for your assistance! Shannon Schum

Subject: Authenticity of CHANEL PHONE / HANDBAG STRAP Product ID: m[redacted]3 I have received your email regarding the listing. The item meets all the specified requirements, except for the Proof of Authenticity. It's important to note that this phone strap was a VIP gift from Chanel when I purchased other items. Chanel often provides complimentary items as gifts. Since it is a VIP gift, it is challenging to provide proof of authenticity in the traditional sense. I have had no issues listing VIP gifts on other platforms. Additionally, I am experiencing difficulties editing items on Mercari as per your instructions, and I am unable to reach the HELP center. It's a frustrating experience and I hope to find a resolution soon. Thank you.

I recently sold a small lot of Power Ranger toys including figures and megazords, with one being incomplete, as I disclosed in my listing. I have noticed that the buyer is requesting a return due to finding price markings on the toys made with soluble ink commonly used by secondhand stores. I informed the buyer that the ink can be easily removed with a baby wipe or wet rag, and apologized for not cleaning them beforehand. I have reached out to the buyer to work on a resolution, but it seems like my messages are being ignored. I listed multiple items that day and missed cleaning these toys. I am eager to resolve this situation as I need the funds, and I believe this issue can be easily resolved without a return process. My profile on Mercari is Ethiken, but my real name is Michael. The transaction ID for the item is m[redacted]0. Thank you.

I purchased a Galaxy Note 5 from a seller on your site, named The Designated Spot. During our communication, we confirmed that the phone would work with AT&T. However, after inserting our AT&T SIM card, the phone initially worked but then shut down with a message stating "custom binary blocked by FRP lock." We immediately reported the issue and provided pictures, but they were deemed insufficient. We visited an AT&T store where they informed us the phone was jailbroken incorrectly and possibly stolen. We are requesting a refund as we believe we were scammed. We are frequent users of your site and appreciate your assistance in resolving this matter promptly as we currently do not have a working phone. Your prompt attention to this matter would be greatly appreciated. Thank you.

I sold item m[redacted]0 to a buyer who was very rude. Now the name on the account has been changed and the new owner is asking for a refund. I provided a detailed explanation that I could not guarantee the metal purity and set a very fair price. This is the second time this has happened, and I have lost approximately $[redacted]. It's frustrating how some buyers take advantage and try to scam sellers. I put a lot of effort into describing everything accurately, but unfortunately, it seems like I'm being taken advantage of. Thank you.

I had a conversation with a seller, Hypee Hb, about a MacBook and an iPhone X, but he initially provided different specs from what I requested. Then he mentioned having a brand new 15-inch MacBook with the exact specs I wanted for $[redacted], which is surprisingly less than half the market price. This raised my suspicions about potential scams, given the significant price difference. When I inquired about conducting the transaction on Mercari for safety, my messages were unexpectedly deleted by an admin. I've been an active Mercari user for almost six months, buying over 10 items, including a similar older MacBook model recently. I've reported various iPhone scams in the past, yet this new seller, only active this month, seemingly lacks proper scrutiny.