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.