I had a customer who claimed that her package had not arrived yet although it showed as...

GetHuman-tinazumb's customer service issue with Mercari from June 2018

Help with my Mercari issue
I had a customer who claimed that her package had not arrived yet although it showed as being delivered. A couple days goes by and she told me that she still never received anything, and to check on the status. She also said there was a large amount of construction in her area and the package could’ve possibly been lost in the mail. I then told her to get back with me in a day or two to see if the package arrived and if it hadn’t then contact me and we can discuss further and figure it out. Then a couple days later still nothing from the post office. So I finally went ahead and gave her a full refund. Then two or three days later, she emailed me to tell me that she had finally received her package. The problem is that now I can’t seem to receive my payment for the item since I refunded her. Now that the item is inactive I can’t receive my funds and I have no way of getting in touch with her to receive my funds for the item that she purchased because the item is now inactive and not in the system anymore. How do I fix this? It is so difficult to get a hold of anybody at mercari and so I definitely need some help to find out how I get my money from this customer
I trust that Mercari will make this right and come up with a resolution that is fair.
Help with my Mercari issue
How GetHuman-tinazumb fixed the problem:
This is the info I received from mercari help desk on Facebook: Thanks for the quick response. I'm sorry for the lack of clarity with these transactions! In the case that you cancel a transaction, we automatically reimburse the buyer for their purchase, and are unable to release payment for the item to you. Typically, if you and your buyer are unable to retrieve the item with the carrier and it is confirmed as delivered by your carrier, we will submit a Rating for you and complete the transaction, as you've fulfilled your obligation by sending the item. In this case (for item m***********), since you cancelled this transaction yourself, Mercari is typically unable to release payment. As a one-time exception, I've gone ahead and released funds for this item to your Mercari Balance. To check your new account Balance, please go to My Page * Settings * Balance. There you can view your current account Balance, check your Balance history, or request a Direct Deposit. Regarding your second item, m*********** please note that per our Marketplace Guidelines, buyers have the right to request a return if they report that the item they received fits any of the following criteria: *. Not as described in the listing *. Counterfeit *. Damaged in transit *. Package received empty *. Wrong item received All return requests must be submitted (to Mercari) within * days of the confirmed delivery date, and the transaction must not have been rated. Once a transaction has been rated, all sales are final, and the right to request a return is forfeited. Once a return request has been submitted, a case will be opened, and our Customer Experience Team will ask the buyer for pictures in order to verify the return. If the claim is approved, the buyer will receive a prepaid return label and must send the item back within * days. Please note that as a seller on the app, you're not required to accept any returns not first approved by Mercari! I'm sorry for the issues you had here, but if you have any other questions or concerns, please don't hesitate to write again.
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Mercari

Customer service issue
Reported by GetHuman-tinazumb
Jun 5th, 2018 - 17d ago
I have an issue with Mercari too
Fixed
GetHuman-tinazumb shared how to fix
Seen by 3 customers so far
Similar issue to 689 others
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Timeline
GetHuman-tinazumb started working on this issue
Jun 5th 11:11pm
GetHuman-tinazumb confirmed the issue is fixed. Hooray!
Jun 6th 2:53am