Mercari Customer Service Issues

Hello, I have been selling on Mercari for years. I generally love the platform, but occasionally there are some issues that arise. Recently, a major problem occurred. I sold a pair of shoes that were delivered on 7/9, and the buyer requested that they be held at the front desk upon delivery. Today is 7/12, three days later, and I have not received my payment. I contacted customer service asking for my payment due to the three-day rule expiring, but I was informed that I needed to wait longer. The buyer was given a message request to rate me before I could be paid, which goes against the usual process of payment after a three-day wait. I believe this situation is unfair as I did my part by sending the parcel on time and ensuring the product was as described. I have already had the buyer inspect it upon pickup. I feel that I am entitled to compensation for this sale without any further delay. I appreciate your attention to this matter to resolve it promptly and release my funds. Thank you for your time and assistance.

As a seller, I shipped a purse to a buyer, but when the item was returned as damaged, it was not the same one I sent. I have photographic evidence to support my claim. The purse I received back is not the one I sent originally, suggesting foul play by the buyer. Despite presenting my pictures, Ambrose has sided with the buyer and dismissed my appeal. I am seeking to escalate this matter to someone with greater authority who can consider the evidence I have provided. It is clear from the photos that the buyer returned a different item. I feel that Mercari should protect sellers from fraudulent behavior just as they do for buyers. Ambrose has declined to investigate any further, but a closer look at the pictures would reveal the truth.

I have reached out to customer support through the app several times, but I keep receiving the same automated response. I am attempting to use instant pay with an account that I have been using since I first set up my Macari account. I have never had any issues receiving my funds, but now I am encountering errors stating that my information does not match. The details on both the recipient account and my Macari account have not changed. I have been unable to get assistance from the Macari app or the customer service helpline. I urgently need access to my funds. I have requested a full copy of my account information to double-check the details associated with my bank account. This problem has persisted for nearly two and a half weeks, and I am still unable to access my money.

It has been almost a month now, and I have provided Mercari with all the information they requested regarding my children's father taking a picture of his ID and a selfie to prove the card used for the purchase was authorized by him. Over $[redacted] is being held, and I receive an automated message daily asking for verification again, which we have done multiple times. I cannot reach a human representative, and despite my understanding of the legal aspects due to being the daughter of a Virginia police officer, Mercari can only keep my account on hold, not my money. They even took a direct deposit from my bank account. I am considering legal action but wanted one last attempt to speak to a real person. Thanks.

I purchased an iPhone 13 Pro Max online, and although the listing indicated it was locked to cellular only, I discovered through online IMEI checks that it's blacklisted. Despite trying various websites and paying for full status checks, they all confirm it's blacklisted on the T-Mobile network. I contacted T-Mobile, and they verified that it's blocked and recommended returning it. The seller claims it's not blocked, leading to escalating tensions in our conversations. A blacklisted phone is either reported stolen or tied to unresolved accounts, rendering it unusable on T-Mobile until the issue is resolved. I attempted to submit a ticket on your website but found the submit button disabled. I believe I should be able to file a claim for receiving a faulty product. The iPhone cannot be used, and unlocking it for my carrier is impossible due to it being blacklisted. I have evidence to support my claims.

Subject: Assistance Needed with Mercari Return I received a disappointing response from Mercari regarding their 3-day return policy, and I have not heard back from the Seller, Charles Kuruzovich of everythingfroma2zz.com. Despite the Seller's claim that most items have a 30-day return policy, there has been no communication regarding my concerns. The cardigan I purchased, Women's Lounge Cardigan XS/S, on 8/21/22 from Vendor Everything From AtoZ, does not meet my expectations due to a stain and incorrect sizing. The measurements provided suggest it is more of an XL rather than XS/S as advertised. I hope to resolve this issue promptly to avoid leaving a negative review on Mercari and various social media platforms. I have shared my detailed concerns with the Seller and seek assistance in returning, refunding, or replacing the item. Thank you for your attention to this matter. Best, Barbara Allegranzi

I need assistance with a situation involving a sold item on Mercari. The buyer falsely claimed my item was damaged without providing adequate proof. The photos she submitted don't match what I originally sent her. After she returned the merchandise, I received a different item entirely – a beauty mask that was not mine. Mercari closed the ticket prematurely, without verifying the return accurately or helping me with the issue. They mentioned I could appeal, but when I tried, they closed the ticket again. I need to escalate this and speak to someone higher up to open an investigation. This was a significant loss for me, with over $[redacted] worth of merchandise at stake. How can I reach a superior at Mercari to address this matter effectively? From, Maureen G.

This morning, I tried to cash out but received a notification that my account was limited due to a "fake" Pokémon card. The card is an unofficial custom one for collectors, similar to those sold by others on the website. I wasn't aware of the restriction, and I value using Mercari. I'm in urgent need of the funds and request the restoration of my account. I sell these cards to earn extra money for my daughter and myself. Your help in resolving this matter promptly is greatly appreciated.

I purchased an item listed as a "Portable SSD," but upon receipt, I discovered the seller had actually sent a HDD instead. When I asked the seller to cancel the order, he claimed it had already been shipped. Upon receiving the package, I found only the HDD had been sent. I initiated a return, which was approved, and sent the package back to the seller. However, the tracking now shows the item cannot be delivered as the addressee has moved. I fear I may not receive a refund until the item is delivered to the correct address, which seems unlikely. I am disappointed by this experience and hope for a full refund, as it appears the seller may be engaging in deceptive practices.

I made a purchase on Mercari a few days ago, but I'm having trouble getting in touch with the seller. I tried making an offer first, then bought the item at the asking price when I received no response. It's been almost three days now, and despite sending multiple messages, I haven't heard back from the seller at all. This lack of communication is making me concerned that my order won't be shipped. The seller has a limited history of sales on the platform, so I was already a bit hesitant to buy from them. I'm hoping for any form of contact from the seller soon, even if it's not the news I was hoping for. I really don't want to cancel the order and get a refund, but I might have to if there's no progress. I just want some communication from them at this point.

I'm really confused and seeking help. Both my boyfriend and I have been using Mercari for some time. While I've been on the platform a bit longer, we both have great 5-star reviews from our purchases. Recently, we started selling items. I listed Starbucks tumblers and faced PayPal issues. To test if transactions were going through, I asked my boyfriend to buy one, with the plan to cancel after. The next day, both our accounts were limited. I tried contacting Mercari through the app but got responses denying my requests, mentioning a violation of the terms of service (TOS) without specifics. If my listings caused this, why did it take weeks, and why was my boyfriend's account affected too? We suspect our shared address is the issue, but we can prove our individuality with verified IDs and dated messages about the test purchase intention.

I'm feeling very perplexed. My boyfriend and I have both been active on Mercari for a while, with me being a member a bit longer. We both have had numerous 5-star reviews for our purchases. Recently, I listed several Starbucks tumblers for sale. While experiencing PayPal issues, I suspected it might be affecting transactions, so I asked my boyfriend to buy one of the tumblers from me to test the process before canceling it. Surprisingly, the next day, both our Mercari accounts were restricted. Despite reaching out to Mercari through the app's help center multiple times, they only replied with vague explanations about violating their terms of service (TOS) without specifics. It's puzzling because my listings had been up for weeks before any issues arose, and even more so because both of our accounts got limited. We suspect it might be because we share the same address, but we can easily prove we are separate individuals as we both have verified our identities with our State IDs. Additionally, I have messages to my boyfriend indicating my intentions when asking him to make the purchase.

I exceeded the sales threshold that triggers sales reporting for tax purposes. I need to verify my identity, but I am unable to provide the necessary identification since the account is under a company name. I am trying to transfer the account to an employee who can provide the required ID. I have completed orders and customers have confirmed receipt and satisfaction, leaving $[redacted] in the account that I cannot access. Despite fulfilling orders, a higher-priced item was returned, pushing me below the reporting threshold. I believe it's fair for me to access these funds as I have fulfilled my part of the transactions and need the money.

A few days ago, I purchased a Forever 21 black crop top sweater on Mercari from the seller @jacolynhurd for $2. I did not receive any communication from her, and today, September 25, [redacted], the order was unexpectedly canceled. I have a couple of concerns about this situation. Firstly, if the seller did not want to sell the item for $2, she should not have listed it at that price. Additionally, I find it frustrating that I have to wait five business days to receive my refund. The listing also included a $4.87 shipping charge and $0.12 tax on my end. I am very dissatisfied with this experience as I cannot contact or rate the seller, and I believe I deserve an explanation. I also think that the refund process should not take as long as stated. Thank you.

I'm facing difficulties with my recent sale due to the use of FedEx SmartPost by Mercari. After dropping off my package with FedEx SmartPost (as per Mercari's label), I discovered that FedEx hands over SmartPost packages to a local USPS for delivery to the buyer. Mercari shows the package as delivered once dropped off, leading to issues for the buyer. Now, the buyer must either accept a package not physically received yet, doubting my honesty, or they reject it, causing me to lose payment and my $80 item, which they eventually receive. This situation is causing me immense stress and frustration.

Hello, I am kindly requesting not to close my account. I would appreciate another chance as Mercari is essential to me. I am a dedicated member with over [redacted] listings and actively post 10 to 20 items daily, making regular sales. I recently made an innocent posting error but have maintained a good reputation with great ratings and customer interactions. I sincerely apologize for the oversight and am committed to ensuring it does not happen again. Thank you in advance for considering this request. Best regards.

I recently sold my first item on Mercari. Due to a listing limit, I priced the item at a dollar, which I don't want the buyer to misunderstand. A potential buyer inquired about the correct price being $75 earlier. I'm unsure how to locate that particular message to confirm if it's the same interested buyer. I'm eager to address this promptly to ensure the buyer understands the actual price before shipping the item out by the 13th or earlier if possible. Thank you.

I recently bought a lamp from a Mercari seller. Despite being both a buyer and a seller on the platform myself, my experience was disappointing. The lamp I purchased arrived with a strong smell of mildew emanating from it. Additionally, the item was rusty and had several undisclosed damages not shown in the listing photos. The lampshades were cloudy, discolored, and not as advertised. I reached out to Mercari for a full refund, but my request was denied. I am frustrated as I believe the product received was in unacceptable condition. I have disposed of the lamp and am left feeling let down by the seller and Mercari's response to my concerns. I hope for a resolution where both the seller and Mercari can assist me with this issue.

I recently experienced a hacking incident, and the perpetrator changed all my passwords. I have since acquired a new phone number, phone, and SIM card. However, I urgently need access to my Mercari app. My account is TheRedQueensBoutique, where I have stored items for sale and financial details that include a sum of money. Unfortunately, I am uncertain of the email and password associated with my account after following advice to create new ones. I am seeking genuine assistance as this platform is essential for earning extra income, and it's alarming that someone has unauthorized access to my personal information. Please reach out to me for any necessary clarification. Thank you. Initials: J. I. M. Email: [redacted] Landline: [redacted] Original email: [redacted] Phone number: [redacted]

My issue is blatantly clear even to casual observers. After sending 18 emails and a demand letter, three weeks later, there has been no response from your end. I now require a physical address for legal papers. Despite my repeated demand letters stating you can keep the money and asking to be left alone, I received the same generic Mercari response consistently. With no customer service in North Dakota, I will not drop this matter. As a retired individual with ample time, I am determined to pursue this. This marks the third demand letter. As you own a company operating in the United States, I have evidence of communication from Mercari to me. For further communication, kindly copy Tyson F. on any messages sent to Tyson Ferrell at [redacted] Regarding any responses, contact me at the provided phone number. Your track record indicates a lack of customer service as confirmed by Mercari. Therefore, I am compiling precise and redundant information for my case.