What Do I Do If My Mercari Order Was Lost or Damaged?

Mercari is one of the largest online retailers on the planet. They sell clothing and fashion accessories across all ages all over the globe.

Selecting and ordering a product through Mercari is a relatively simple process. On the other hand, receiving your order in pristine condition is an entirely separate matter.

Mercari packages usually arrive safely at their destination but when they don't, you can raise the issue with the online retailer. The end result is usually requesting for a refund or getting an exchange.

Mercari does offer a $200 shipping protection with each order. Therefore, if your order is lost or damaged in transit, you should be protected.

Although Mercari does have a 'Final Sales' policy meaning all sales are final, when you read the fine print on any order, you will see the circumstances in which they accept returns. In most cases, you can return an order to Mercari if you receive a damaged item or if the item is not as it was described in the item's description on Mercari.

If you are a customer on Mercari, you can either report your order as lost in transit or damaged in transit by selecting the order in your purchase history. Mercari orders are considered lost in transit if it has been 7 days since the last tracking scan. The order status on the site will be labeled as 'pending delivery status.'

On the other hand, a damaged order will have its status as 'delivery confirmed.' When reporting the order, you will select 'damaged in transit.'

Moreover, in order to receive a replacement or a refund for orders that are damaged in transit, you will have to provide pictures of the damaged box, all damage items and the shipping label.

Ensure the pictures are clear and focused. Take a picture of every item in the order and show the entire item conclusively including the damaged parts. Mercari allows customers to provide up to 8 pictures at a time as evidence.

If you do have all the necessary details to initiate a return, you can do so through the following process:

1. Contact the seller as soon as you can. It is usually a lot better and easier to resolve an order dispute with the merchant before contacting Mercari directly. The seller will know that you have not yet rated them and will be more eager to solve the dispute and get a good rating. It is also faster because it takes Mercari several days to initiate the refund process
2. Copy the order ID number of the order that you wish to return or receive a refund for
3. Open the Mercari help center
4. Click 'Contact Us'
5. Initiate a 'Return Request' and 'Start a new conversation'
6. Paste the order ID number and write a description as to why you are initiating a return
7. Submit the photos of the damaged or inaccurately described item and click 'Send'
8. Patiently await a response from Mercari. It usually takes Mercari several days to resolve the issue.

You can also contact Mercari's customer service directly and report a damaged or missing item through the following ways:

By phone

Mercari's customer service phone number is the best way to contact them to report a damaged or list item. The line is open Monday through Friday from 9am to 5pm PST. The average hold time on the line is about 15 minutes. Have all the necessary information ready before you make the call. You can find the phone number on GetHuman.

Help Desk

You can also use the Mercari online help desk to report a missing or lost item to the retailer. The issue will be resolved in about a day.

You can find the help desk's address on GetHuman.