Mercari Customer Service Issues

Hello, I needed to confirm two small charges as it's my first time shopping on Mercari. I've been communicating with the seller and placed the order from my laptop as I work from home. I'm curious if these charges will be removed later. Just realized there's a $20 discount for first-time app purchases, which I missed out on by ordering from my laptop. I already have the app on my phone. Since I'm a first-time buyer, could an exception be made to still apply the $20 discount to my current order? I'd appreciate a call to discuss this further. You can reach me at [redacted]. I am Susan S. and I purchased the Coach 40 Dempsey tote with matching accessories. Looking forward to hearing from you.

I am Sharon Hicks. I am encountering an issue submitting a refund request as the system keeps showing an error and advises me to try again later. I have attempted to submit the refund request from various devices but keep getting the same error message, around 20 times. I am reaching out to address an issue with a Vintage Asian tea set I purchased on 04/24/21 and received today. Upon unpacking, I discovered an undisclosed chip on the teapot's lid. The packaging was intact with no chip found in the bubble wrap. The item's ad did not disclose the chip in the pictures or the description. I have taken photos as per the return process requirements but unable to submit them through the system. The set was well-packaged, but the chip on the teapot lid was disappointing, as it was not disclosed. I would like to return the tea set for a full refund. Thank you.

I recently filed a dispute over a counterfeit LV bag I purchased on Mercari, which the seller claimed was authentic. When I tried reselling it on the same platform, Mercari informed me it was fake, and I opened a dispute. Following this, Mercari restricted my account privileges, preventing me from requesting direct deposit for a completed sale on the 4th of this month. I am eager to receive my earnings. Despite Mercari stating they would review my case within 48 hours, it has been more than 48 hours since my account was limited on Monday, and it is now Thursday. I have worked hard to earn money through my purse sales and believe it is unjust to hold my funds, especially considering I initiated a dispute. Your assistance in this matter is greatly appreciated. Thank you.

I am experiencing issues with the app as I keep receiving errors. Here are the full details. I purchased what I believed to be La Vie Est Belle perfume, listed as authentic Lancome La Vie Est Belle parfum for $56.60. After verifying with Lancome, it was confirmed to be fake due to multiple discrepancies: the name printed on the box, black cardboard interior, the cap design, the scent quality, and the labeling on the bottle. I contacted the seller who did not respond or apologize, despite the urgency as it was intended as a Mother's Day gift. Sadly, with only a few days left, I am left without a gift and feeling embarrassed. As a teacher working 40 hours a week, relying on platforms like Mercari is important for me. I hope Mercari takes immediate action against sellers offering counterfeit items as it is unfair and disappointing.

Hello, I'm reaching out about my difficulty in submitting a return request for item ID: m[redacted]7 on Mercari’s website. Each time I try to submit the form, I receive a vague error message stating, "Error. Sorry, there was an error submitting your inquiry. Please try again in a few minutes." Despite multiple attempts, I encounter the same issue without any clarification on what the error may be. I've also attempted to contact Mercari through phone calls, emails, and a voicemail but have not received a response. It seems like either the return request form is malfunctioning, lacks specific error details (such as image size issues or missing fields), or there may be server problems. I appreciate any assistance in resolving this matter promptly. Thank you, Christian Schine

I made a payment on April 8, [redacted], expecting a reimbursement for an item, but nothing has been processed yet. Mercari advised me to contact my bank, but they were unable to assist. It is frustrating to wait for months for a refund, especially when considering buying or selling high-value items like cellphones on the platform. I am unsure how to proceed as a customer on Mercari.

I sent a package via UPS for a sale on Mercari. Unfortunately, UPS lost the package three months ago while it was in transit, prompting the buyer to cancel to protect themselves. I reached out to Mercari to claim insurance for the lost item, but they initially refused due to me lacking the shipping receipt. I later found the receipt and provided proof of drop-off to Mercari. However, Mercari has not reimbursed me yet for the lost package, despite the email from them confirming the item has not been delivered and mentioning a potential return. It has been three months, and as the buyer canceled the order, there is no recipient. The item's value is $[redacted].

Good Afternoon, I had a customer attempting to purchase a necklace with a pendant from me. They received an email stating that their payment couldn't be processed because my seller account needs to be activated to receive payments. The email directed me to contact Mercari's help center at [redacted] The customer forwarded me a copy of the email, so I now understand the situation. I've sold many items on Mercari in the last 90 days and was unaware I needed to take further action. Please provide me with guidance on what steps I need to take to finalize this sale. Thank you, Michael Brown

Subject: Unfortunate Bangle Purchase Experience Dear forum members, I am reaching out to share my recent unfortunate experience with a purchase of a bangle from seller Sophia Bermudes. I initially requested a cancellation of my $55 purchase on 5/2 to update my shipping address, which was approved by the seller. Surprisingly, the same bangle was relisted by the seller at a much higher price of $[redacted] after my cancellation. Despite my explanation for the cancellation, the seller requested a higher offer instead of addressing my concern. While monitoring the listing, I noticed the bangle being relisted at the original price of $55 and decided to repurchase it. Unfortunately, just 40 minutes after my purchase, I received a cancellation notice from the seller, citing unavailability of the item. Although I have been refunded, I am disappointed by the seller's dishonest behavior and apparent reluctance to sell to me. Any advice or guidance on this matter would be greatly appreciated. Thank you, Tienfong

Seller Shipment Protection Request: Set of 5 Anthro Latte Bowls Hello, I am the seller of the set of 5 Anthro Latte Bowls. I encountered issues contacting via the Mercari app and browser and felt the need to address a problem with the buyer. The buyer informed me that all but one bowl arrived broken, yet they didn't provide any photos as evidence. I meticulously packaged the bowls and used a Mercari prepaid label for shipping. The item was sent promptly within 24 hours, properly packed with bubble wrap, air savers, and labeled "FRAGILE." The package was checked and approved at UPS, with additional tape for reinforcement. I am confident that my packaging met all requirements for safe delivery. I have a history of positive feedback for packaging, and I believe I should be eligible for shipping protection. If not, it could impact my future interactions on the platform. Thank you for your assistance.

I made a purchase from Jordan [redacted] on 5-2-21. When I received the item, it seemed fine, and I rated the seller. However, upon checking the batch code B86, I discovered that the product was 3 years old and almost 2 years past its expiration date. The lotion has changed in color, texture, and doesn't mix properly. Using expired products can lead to various issues like bacterial growth, skin irritation, burns, allergic reactions, and infections. The effectiveness of the product diminishes over time and can even be harmful. This was the Estee Lauder Re-Nutrive Softening lotion in an 8.4 oz bottle, my second order from Mecari. I have spent nearly $[redacted] with them in the last 6 months. Despite one previous issue being resolved well, I am disappointed with how this situation has been handled by Sophie from customer service, who refused a refund. I simply request Mecari to accept the return of the product and issue a refund. I value this marketplace and hope for an effective resolution to continue shopping here. Thank you, Sharon S.

Good evening, I recently purchased a lightstick on the Mercari app that was advertised as a set item. Despite my request to buy just one, the seller insisted on selling it as a set. Upon receiving the item today, I was disappointed to discover that it was a counterfeit. Prior to the purchase, I specifically asked if it was an official product, and the seller falsely claimed it was from Korea and only used once. Upon opening the package, I received two items instead of the one I intended to buy. When I confronted the seller, they responded threateningly, implying connections with the Yamaguchi Gumi. Feeling worried and unsure how to proceed, I seek advice on whether I should report this seller to the police, given the intimidation. I plan to return the item but am anxious about providing my personal information. Thank you for any suggestions you can offer.

I believe my information may have been compromised. I received emails from [redacted] and [redacted] requesting verification for a doll I listed on Mecari. They asked for my driver's license, SSN, and email. They then prompted me to deposit money using One Vanilla, which made me realize it was a scam. Although I didn't deposit any money, I'm concerned about the safety of my personal details. Can someone confirm if this is a scam involving Mecari? I'm unsure where to seek help to safeguard my credit. This is a new experience for me. Kindly reach out to me at [redacted]. Thank you. - Jan K.

I received the item I purchased on Friday, May 14th. The product was described as used with minor chips by the seller. Prior to buying it, I specifically inquired about any cracks and the condition of the end cap. The seller assured me there were no cracks and the end cap was in good condition. Believing I had a 3-day return window if the product did not match the description, I proceeded with the purchase. Upon inspection, I discovered the minor chips are actually deep gouges and it seems there are cracks present. I have been attempting to initiate a return through the app, but it repeatedly gives me an error message, instructing me to try again later. This issue has persisted for 2 days now. My return window ends tonight at 6 Eastern Standard Time, and I fear being unable to use the bat I paid a significant amount for. Despite numerous email attempts and voicemails left on the provided number, [redacted], I have not succeeded. I am reaching out for assistance as I do not wish to be stuck with a unusable item.

Regarding ID# M[redacted][redacted], I encountered an issue while trying to make a purchase on Mercari. I entered my Discover card information, and a message appeared saying the item was unavailable for shipment. I was unable to cancel or go back in the process. Despite assuming no transaction took place, I received an email confirming the purchase. I have not opened the package. I attempted to request a return label but was informed I couldn't return the item due to the transaction status. I have notified Discover for a refund. Please provide a return label as I purchased the item elsewhere thinking it wasn't processed, especially given my health condition. Requesting a resolution to this situation from Mercari.

I am reaching out to ask for my account to be reinstated on Mercari. I am a reputable seller with a [redacted]% verification status. With over [redacted] successful sales and more than [redacted] five-star reviews, I have been an active seller on the platform for three years, relying on it as my primary source of income. I recently learned that my account was suspended after messaging a buyer about an alternative platform with a similar name to Facebook. This buyer is a friend whom I have interacted with previously on the site and felt more comfortable using that platform for the transaction. It was never my intention to harm Mercari financially; it was simply a personal connection. The abrupt closure of my account has left me devastated, as I have established friendships and built my livelihood here. I deeply regret the oversight in my message and its repercussions. Please consider reopening my account as I value this platform as both a hobby and a business. Thank you for your attention.

Hello, I recently made purchases on Mercari from three different sellers. Unfortunately, there was an issue with my PayPal Credit Account, and the funds were deducted from my checking account instead of being charged to my PayPal Credit. I have been trying to resolve this with PayPal and Mercari for the past few days without success. I have read that I could ask the sellers to re-list their items so I can repurchase them. However, my Mercari account is currently limited due to a dispute with PayPal, and I cannot contact the sellers or reach out to Mercari support. I am unsure of what steps to take next. Any advice or assistance would be greatly appreciated. Thank you for your help. Best regards, E. Neilson

Hello, my name is Elizabeth. I have not rated an item on Mercari yet. Normally, I know that after a few days of not rating an item, the payment goes through automatically and the rating is applied. I refrained from rating since I was out of town when the item arrived. I have recently tried the skates and noticed that one strap is missing. This was not mentioned by the seller or in the item description, causing an issue as I can't use the skates without it. I have reached out to the seller multiple times without success. Contacting Mercari about this problem has been difficult. This $80 purchase has left me dissatisfied.

Hello, I'm Darlene Hayes, and I have been dealing with an issue since May 8th. I mistakenly sent two packages to the wrong recipients. Item # m[redacted]7 was meant for Amanda who purchased baby boy sweat set (3), while item # [redacted]7 was intended for Mary who purchased girls' pink boots. Amanda received her package first and notified me about the mix-up. I informed Mary that she would be receiving the incorrect item and needed a return label from Mercari to fix this. I received the pink boots back from Amanda, but I have not received the 3 baby clothes from Mary. Although the baby outfits are on my listing, they are labeled as "inactive." I listed the pink boots, but Mercari removed them and instructed me to send them to Mary. I am unsure how Mary will receive a refund when I don't have the baby boy outfits. Mary mentioned she requested a refund, not a return label. The tracking number shows the baby outfits were delivered to Mary's address in Colorado Springs. I want to resolve this issue with my listing as I am now without baby boy outfits and $18.

I purchased what was supposed to be a [redacted] Rose Cricut Cutie, but received a badly covered up or repaired item. The seller has been dishonest from the start, changing her tune when confronted with the evidence. Despite Mercari admitting in writing that the item was not authentic and agreeing to investigate, they are sending it to the return department instead of addressing fraud. The seller has blocked me, accused me of scamming, and even spread lies in her profile comments. I am frustrated that Mercari seems to be protecting her and forcing me to bear the expenses of returning the item, which is difficult for me due to my disability. I am pleading for Mercari to reimburse me for all costs associated with the return and to handle the situation appropriately. I am extremely anxious and upset by the lack of support and understanding from Mercari.