A buyer purchased one of my listings. Immediately after the purchase occurred, I messag...

GetHuman819370's customer service issue with Mercari from June 2018

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The issue and preferred resolution, in GetHuman819370's own words:
A buyer purchased one of my listings. Immediately after the purchase occurred, I messaged the buyer to thank them and let them know I would ****p the package out the next day. Three days later, (and after the package had already been ****pped), I just received a message from the buyer saying that they “didn’t order the item and how do they cancel”.*What steps should I take to make sure that I don’t lose the items I ****pped as well as the payment I am supposed to receive from the order, while also keeping the buyer satisfied since they claim to not have bought the order?
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Mercari

Customer service issue
Reported by GetHuman819370
Jun 25th, 2018 - 2 mons ago
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GetHuman819370 started working on this issue
Jun 25th 6:53pm