What Do I Do If I Can't Contact a Seller on Mercari?

Introduction

Are you planning to buy an item on Mercari, or did you receive a product that wasn't as described? Mercari customers can contact sellers through the platform with questions about a posted item. Mercari also offers Buyer Protection, which may allow you to receive a full refund if the item you receive is incorrect or different from the listing. You have 72 hours to request a refund. If you've tried contacting the seller but haven't received a response, keep reading for tips on what to do next.

Contact the Seller Again

Do you have any questions about an item you wish to purchase? Before doing anything else, try messaging the seller again. Visit their profile and tap Message to send them a message. You may also want to check whether they're identified as a fast responder, as their profile may indicate this. If their profile indicates that they typically respond quickly but you still haven't received a reply, it may be better to avoid purchasing the item until you hear back from the seller.

What if you already purchased the item and the seller doesn't respond? Proceed to the next step.

Send a Cancellation Request

Did you already purchase an item on Mercari but still have questions about the product? If you've already tried contacting the seller and haven't received a response, you may be able to cancel the order. Sign in to your account, open the Order Status page, and look for an option to cancel the order. If it's available, select a reason and submit your request. Mercari will then send the cancellation request to the seller. The seller may approve or deny your request. If the seller doesn't respond or confirm shipment within 24 hours, Mercari will cancel the transaction and process the refund.

If the seller has already shipped the item and it wasn't as described, you may be able to return it and request a refund.

Return the Item

Did you already receive the item, but it was damaged or incorrect? Submit a return request within 72 hours to be eligible for a refund. You can submit your request through the Order Status page or the Rating page. Wait for Mercari to review your request and provide additional instructions. You may be asked to submit clear photos of the item and how it differs from the listing. If your return is approved, use the label provided by Mercari to ship the item back to the seller. Keep in mind that Mercari may deny a return request if you don't provide enough information to support it.

Contact Support

If you're still having issues with an item you've purchased or have questions about an item you want to buy on Mercari and the seller isn't responding, consider contacting Mercari Customer Support. Go to the Help Center, click Get Help, and follow the on-screen instructions. Fill out the form completely and submit it to Mercari.

Conclusion

Were you able to reach out to the seller or contact Mercari regarding your issue? If you haven't purchased the item yet, we suggest waiting for the seller to respond before contacting Mercari. If you've already completed the transaction, consider canceling the order or requesting a refund. For refunds, please note that you have up to 72 hours to submit a refund request. Also, some items may not be eligible for a return. Still have questions? Contact Customer Support today.