Mercari Customer Service Issues

Hello, my name is Rebecca G. I have made numerous purchases over the past months and was expecting to have moved into my new house by now. I want to keep my beautiful dishes safe by storing them properly in their boxes with categorized pictures like they were listed on Mercari. I am struggling with my computer, Android phone, and printer so I plan to go to Office Depot for assistance to print a list of all my purchases with descriptions and pictures from your company's site. I aim to keep them safe in their boxes until I use them. I hope your company can assist me with this request. Thank you in advance for your help. Sincerely, Rebecca G.

I have noticed a recurring issue with postal workers in my area misinterpreting the "ship by" date on packages. When I attempt to ship an item promptly after a buyer's purchase, I face challenges at multiple post offices where workers refuse to scan the package due to the date on the label. It seems these workers are not properly trained to understand the purpose of this date. Despite my explanations that the date is a guideline for sellers and not a restriction on when the package can be shipped, they do not seem to grasp this concept. It would be helpful if the "ship by" date could be removed from labels to avoid further confusion. It appears that some postal workers struggle to comprehend the significance of this date and whom it is intended for.

I recently ordered 3 Pullip dolls on Mercari. After realizing they didn't include stands, I asked the seller if they were included, to which she said no and mentioned she would ship them the next day. I then tried to cancel the order, but the seller claimed it was against the policy, although I had already initiated the cancellation process through the app. The seller insisted the items would be shipped regardless. I suspect she ignored my cancellation request and falsely marked the items as shipped to prevent me from canceling. I'm concerned about not being able to cancel and getting my money back. If possible, I would appreciate assistance in getting a refund or canceling the order. Thank you for your help.

I recently requested a return for a product that arrived with another item in the same box but only one shipping label was used. Mercari initially told me I didn't need to return the item and could dispose of it. I followed their instructions, but then they sent me a conflicting message asking for the return. At the same time, the seller claimed to have shipped the second product that I already had. Now I am being asked to return a lot of baby toys. I am feeling unsure about what to do, but I am adamant about getting a refund due to the poor condition of the product, which Mercari acknowledged.

I recently bought a Kat Von D palette but did not receive any shipping or cancellation notifications via email. Upon logging into my account, I was greeted with a page seeming to confirm the cancellation of my order, but there is no record of it in my account history. I have been unsuccessful in contacting the seller and have sent three emails to Mercari's customer service with no reply. I urgently require a refund. Here are the order details: Hello, I made a payment of $39.25 USD to Mercari ([redacted]). The transaction might take some time to show up in your account. Merchant: Mercari Email: [redacted] Phone: [redacted] Shipping Address: Maria Jadus [redacted] Bowfin Street Foster City, CA [redacted] United States Shipping Details: The seller has not provided any shipping information yet.

I recently made a purchase on Mercari and encountered an issue with an item I received. The item's condition did not match the description provided by the seller. Despite attempting to follow the return guidelines and submitting photos, I was automatically given Mercari credit instead of being able to request a refund to my original payment method. The discrepancy between the item's description and its actual condition, combined with the credit expiration date, has left me unsatisfied with the resolution. I would prefer a refund rather than the credit, as I am hesitant to make more purchases on the app due to this experience. Thank you for your assistance. - Maddy.

A buyer purchased a brand new Duck down jacket I sold in Size Small Black. The buyer mentioned it did not fit and filed a return claim on Mercari. Upon contact from a Mercari representative, I clearly stated my preference of NOT ACCEPTING the return as it aligns with Mercari guidelines (return not allowed if the item simply doesn’t fit). I also clarified that if I were to accept the return, I wouldn't cover the return shipping cost or face any penalties. Navigating the Mercari app and website to address these queries has been challenging. Since the return period has ended and the jacket is no longer returnable, and it's been 3 days post the confirmed delivery date, I am yet to receive the payment as per Mercari guidelines. I am inquiring about the status of payment processing. Thank you.

I recently received my first poor rating as a seller on Mercari. The buyer claimed the item was damaged, but still accepted it and paid for it. I have tried contacting the buyer three times to apologize, request photos to file a claim with the carrier, and offer a refund or replacement, but have not received a response or seen any change in the rating. I reached out to Mercari for assistance six times, but they only replied once, instructing me to contact the buyer, which I had already done. Mercari informed me that if the buyer does not amend the rating, there is nothing more I can do. I take pride in packing items securely to prevent damage and find it unjust that despite being paid, the negative rating is impacting my reputation.

When I purchased this item, there was a significant delay before the seller acknowledged it. I opted to cancel the order, but the seller proceeded to generate a shipping label that was never utilized by the post office. The item's ID number is m[redacted]1, and the purchase was made on 11/25/[redacted]. Despite my attempts to contact the seller, I have not received any responses, leaving me feeling disappointed. Originally meant for my grandson, I had to purchase a replacement item. I have encountered difficulties reaching customer service, with the server frequently showing as busy. Unfortunately, I noticed that the phone number for contact has been removed, making it challenging to reach out for assistance. As a previous seller on Mercari, I am growing increasingly dissatisfied with the current experience.

I recently purchased an iPhone 7 128GB GOLD unlocked for $[redacted] on your website on 11/26/[redacted] with order number M[redacted]8 from the seller KandMWireless. However, I need to return the item for a full refund as the phone cannot be programmed, as per Apple's support team. The model number A1660 has been recalled, and I have uploaded pictures as evidence. The charger and earphones were missing from the shipment, and I have informed the seller about these issues. Apple suggested returning the phone to the seller for a refund. I urgently need a response to meet the refund deadline. Thank you.

I am experiencing an issue on my member page with a crochet baby owl hat and diaper cover that I sold. The buyer received the package, but there seems to be some action taken against me that is affecting my sales. I have reached out to the buyer and she confirmed receiving the item. Can you please remove the action from my member page? My name is S. Allen and my shop name is Small Steps Creations. I have already contacted the buyer and resolved the issue, so I kindly request for the action to be lifted. Thank you for your assistance with this matter.

I have noticed a recurring issue with my shipping preferences changing on the app for different items despite ensuring the correct weight and company are selected each time. It seems like the changes may be due to Mercaris’ recommendations. I own a precise scale and choose the appropriate weight and company for each item I ship. My main query is if I can select the "ship on own" option, input the accurate weight and company, and still utilize the "prepaid" option just before shipping the item. While I understand the flexibility to choose a heavier category, the cost difference matters for 1-3lbs packages. Additionally, the convenience of using my mailbox for packages weighing 0-1lb is preferable to driving to another company. Therefore, I am seeking clarity on whether I can specify the company and weight for a prepaid postage label if I opt for the "ship on own" method. Thank you for your assistance on this matter.

The item ID for my purchase is m[redacted]9. I recently received the kids Jordan's I ordered, thinking they were authentic. However, after my son wore them to school, he faced criticism from his classmates who claimed they were fake. To verify, I took the shoes to a Nike store and they confirmed they were indeed counterfeit. I am seeking a refund as I have no intention of passing off fake items to others and have already purchased a legitimate pair for my son. The seller who provided me with these fake shoes should be barred from selling on your platform to prevent others from being deceived.

I recently purchased 2 graded Pokemon cards on Mercari from a seller with the username orsco. However, when I received the package, it contained GTA5 for PlayStation 4 instead of the cards. I tried to sort out the issue by offering to send back the game and receive the cards, but the management declined. Two days before this happened, I lost my wallet and filed a report with the Columbus Police Department. Now, I'm unable to access the refund I should receive. I suggested sending the refund to my PayPal account or adding it back to my Mercari balance. I'm at a loss on what to do next. Can someone please reach out to me? I can provide the actual receipt with the card numbers via email to resolve this issue. Thank you.

About a week ago, I ordered a "New in box Minecraft bundle white Xbox" on Mercari. Unfortunately, when it arrived, it was an empty box, making me suspect foul play. Despite reaching out to the seller and Mercari, the issue remained unresolved for several days. Mercari eventually offered me $[redacted] in credits, but I am dissatisfied with this resolution. I prefer a refund back to my original payment method as per their policy. The delay in addressing this matter and the lack of accountability towards the scammer have caused me distress. I no longer trust Mercari for significant purchases and will seek alternative platforms. Though I still wish to engage in smaller transactions on the site, the handling of this situation has tarnished my overall experience. I hope for a swift resolution as promised in their policies, or I will escalate this matter with my bank to address what appears to be fraud.

I recently joined Mercari after seeing an item I liked. I messaged the seller about the item and shipping from Texas to Florida, wondering if the shipping cost was enough. I requested better photos and wasn't sure if listings stayed up after sales. After using the contact seller option and not hearing back all day, I found my inquiries deleted, with a safety explanation that seemed more about corporate interests. Mercari doesn't have a listed phone number, favoring online support. I'm interested in buying the item but need my concerns resolved before proceeding. Hopefully, the platform can pass along my questions to the seller.

I made a purchase that I paid for, but it was canceled by the seller claiming it was on hold for someone else. I reached out to ask why items are being held on a buy and sell platform. My husband then bought the item at a higher price after the seller reposted it with an increase. The seller mentioned she was attempting to mail it, and suddenly it was canceled again, stating it's unavailable. This is confusing since the seller confirmed its availability before. Additionally, why would the seller repost the same item at a higher price if it's not available? The seller's explanation that I didn't want the item is untrue. I urge a thorough review of the communication with this seller. It's concerning that they continue to cancel orders and repost for more money, leading to an unacceptable situation.

Subject: Assistance Needed with Listing Description on Mercari Hello Mercari, I have been struggling for hours today to create a listing for some gently used items I want to sell on your platform. Due to my learning disabilities such as Dyslexia, Dysgraphia, and Hyperfocused ADD, my description turned out to be too long, preventing me from posting my first listing. I have included photos, a header, and even hashtags, but I am unable to add a third hashtag. I have tried to find help through your articles, but I am still facing difficulties. I need assistance in editing the listing description. I am planning to sell two customizable pillows with organic wool, two organic slipcovers, a pillowcase set, and a pillowcase bag for a total of $[redacted]. I hope someone qualified can help me with this issue promptly. Thank you for your attention. Best regards, A.V.D.T.

I purchased a Victoria's Secret lighted sign from the seller PocketChange. After waiting a few days, she emailed me stating that shipping through FedEx would cost an additional $36 for packaging and then proceeded to cancel my order. I had to repurchase the item at a higher price, but she took a week to ship it, citing a lack of funds. When the package finally arrived, I discovered that it was extensively damaged and poorly packed. I contacted FedEx only to learn that the seller, not FedEx, was responsible for packaging. Despite paying extra for shipping, I received a broken item with cracks and shattered pieces. I have filed a claim with FedEx and have been instructed to keep all pieces of the damaged item and packaging for inspection. I am seeking a refund as the seller misled me, overcharged for shipping, and sent me a poorly packed, damaged item.

Good morning, I purchased a graphing calculator with id number M[redacted]3 for my daughter Hayley Moss. Upon inspection, we noticed it was missing a cover and the back, which we replaced with parts from her old calculator. While it turned on initially, the enter button is not functional, rendering it unusable for her homework. I am seeking information solely on how to return this defective calculator that cost $58. Please assist with the return process promptly, as it is within 12 hours of receipt. Thank you.