Mercari Customer Service Issues

Hello, I sold a sapphire and diamond ring stating it was 14kt over silver with genuine stones, although I didn't specify the grades. The buyer attempted to cancel after shipping and now lies about the description. I don't deserve a bad reputation on this platform as the buyer didn't read the details. I'm seeking fairness as the seller, wanting to keep the money. It's unfair if buyers make mistakes but sellers suffer. I've reached out to the buyer with no response. I believe sellers should be supported in cases like this, and buyers should cover return shipping costs to prevent such issues. Thank you.

I submitted a return request because the seller mistakenly sent a smaller size of peppermint oil than advertised. The next day, the correct size arrived, but I had to pay extra for the postage because the seller accidentally used my label twice. I immediately informed the seller about receiving both packages under one shipping label, causing a dilemma. I have both the 5ml and 15ml peppermint oil, and later noticed that my return request was approved. The seller's initial response was to let me keep both oils due to her error, but I feel this is unfair. The seller asked me to wait for further instructions after contacting you. We are both honest sellers and buyers seeking guidance on how to resolve this situation. Thank you for your assistance. Tami M.

To the concerned party, I am Shanika H. I was notified that my messages were deleted, which is the issue I want to address. The seller provided me with an item that did not match the displayed picture. Upon raising my concern, they reacted poorly. Despite their careful packaging, the item I received was tarnished and not rose gold as expected. I paid for this item and did not receive it as a gift, so I expect what I paid for. The seller accused me of scamming others, suggesting I read their reviews. However, I question why their messages were not deleted and if there is preferential treatment due to their sales. Ultimately, I seek fairness and simply desire what I purchased, not something unwanted. I believe the entire conversation should have been removed, as fairness is key. I kindly request a thorough review of this matter.

I encountered an issue with a recent transaction on Mercari. After a buyer alleged that the item I sold had food damage, Mercari processed a refund without consulting me. I stand by the item's condition as shown in the listing photos. My Mercari handle is KILLA ALUCARD, and the item number in question is m[redacted]. I value my reputation as a seller with [redacted] positive reviews and am troubled by this incident. I have reached out via email multiple times but have not received a response. I am disappointed in the lack of communication and fairness in handling this situation. I urge Mercari to address my concerns promptly or I may seek legal advice to address this issue. Your attention to this matter is appreciated. Thank you. Todd G.

I sold an item with the ID m[redacted]2 and decided to ship it myself with a tracking number. When creating the listing on Mercari, I had to enter the shipping weight and select a shipping provider even though I was not using their prepaid label. Despite explaining this to customer service, I was still charged for a label I didn't use. I later found out that for the first sale, Mercari doesn't allow you to self-ship and provide your tracking info. This crucial detail is not mentioned anywhere on their platform. I only found out after speaking to a representative who confirmed this issue. I am adamant about receiving my $4.25 in cash instead of a credit since this error was due to Mercari's oversight in their app functionality. I hope they can rectify this and return the amount I'm owed.

During my first day as a Mercari seller, I came across an issue with the photo library access. While initially assuming it was for item pictures, I inadvertently granted access to my entire personal photo library. Despite attempting to rectify this and seeking help from Mercari without success, I was left with no choice but to delete my account. I am left wondering about the need for Mercari to access personal photos, if it's possible to reopen my account without granting this access, why the phone lines are disconnected, and why there has been no response from Mercari.

I recently purchased Coco Chanel Mademoiselle from a seller named Beatryz Brown on your website on October 9, [redacted]. The perfume arrived yesterday with a leaking bottle and a crooked Coco Chanel sticker on it. Normally, I have been using this perfume for years and I know that an authentic Coco Chanel bottle should have the label etched into it. However, this one had a sticker on the bottom as well. I was under the impression that the payment would only be processed after I rated the seller, but my bank confirmed that the money was taken out on the day of purchase. I expected a prepaid return label with the package, but there wasn't one. I need assistance with returning this counterfeit perfume and receiving a refund. This was my first experience on your site, and I am quite disappointed. I did not rate the seller yet but I did leave a message. According to my understanding, there should be 3 days before funds are deducted, but in this case, it happened on the same day as the order. The bank informed me that they might have to reach out to your company if this issue is not resolved promptly.

My username is Khloe Belle. I am Kristin Foret. Recently, I bought an "iPhone 6 Kate Spade Case" from Alexis Casper. Unfortunately, the case didn't fit my iPhone 6 as expected. I learned that the item was supposed to be a two-piece hybrid case with a pink rubber bumper inside the hard shell, which wasn't included. Alexis advertised it as "like new," but it arrived with scratches all over the back. I am requesting Mercari to allow me to return the item because the description didn't match what I received. It's unfair for sellers to provide inaccurate information that diminishes the platform's reputation compared to its competitors. The item's number is m[redacted]7, and I made the purchase on 10/6/[redacted].

I recently made a purchase for a belt and shortly after, I received a notification stating that the item had been shipped. However, the seller contacted me to explain that the warehouse was out of stock and it would take 20-25 days to restock. When I inquired further, they clarified that the belt had not actually been shipped; only a shipping label had been generated. I am concerned about potentially being a victim of fraud and am hesitant to wait for such an extended period. Therefore, I have requested to cancel my order and receive a refund.

I'm new to this site and have made around 15 to 16 purchases. While most items were great, one was misrepresented. I found it hard to address this due to the "all sales are final" policy and the lack of contact options like phone support or email, unlike Amazon or eBay. The product's packaging looked unprofessional, with air bubbles and a hair inside, making it seem used and smaller than expected. Despite leaving a negative review, I believe Mercari should improve safety measures, offer better contact options, and address product misrepresentation. While I find Mercari better than eBay in some aspects, it lacks regulation and feels like the "wild wild West."

I recently sold an item on Mercari, but unfortunately, there were issues with the tracking not updating once I shipped it out. Despite my efforts to reach out multiple times to both Mercari and the buyer, I didn't receive any response or request to cancel the order. I contacted Mercari to ask for assistance since it was a $55 item and I needed verification of delivery. However, I recently received a notification that Mercari canceled the order, and I feel this is unfair as I made many attempts to contact the buyer. It's frustrating to be out $55 due to lack of communication. Any help in resolving this would be greatly appreciated. Thank you, Bridgette.

Dear Mercari, While browsing for bath rugs, I reached out to a seller named TheGoods to inquire if they would consider lowering the price by $1. The seller responded with aggressive language that I found upsetting. I believe it is important for Mercari to address sellers behaving in such an unacceptable manner on the platform. I am a frequent buyer on Mercari and expect a response either from you or your corporate office regarding this issue. I look forward to hearing from you soon. Thank you.

Yesterday, I had a customer who bought two Halloween Liners, Darning & Button, separately from my listings. I offered to bundle them to save on shipping charges. The customer needs to contact me to specify what they want to purchase so I can create a designated listing for them and save them on shipping. Unfortunately, the customer did not do this. How can we rectify the situation? Can the customer cancel the orders, contact me after doing so, and then I can create the designated listing for them to purchase, saving them on shipping? Or do the two orders have to remain as they are? Please provide guidance on this matter promptly, as today is Day 1 of 3 to ship the purchase. Thank you in advance for your assistance!

After my outfit was stolen on a different selling platform, the person who took it posted it for sale on Mercari. I reported this to Mercari and provided evidence of the theft and fraudulent activity involving the USPS. I shared screenshots of our conversation where she agreed to trade and ship simultaneously. She lied by telling people she returned the outfit to me out of pocket, but then admitted to stealing it and even joked about receiving credit for another returned item. Despite showing Mercari all the proof and explaining that my outfit was part of a federal investigation with the Postmaster General, they claimed they couldn't assist me because the theft occurred on another site. However, the fact remains she is selling the stolen outfit on their platform. It seems unacceptable that Mercari allows stolen goods to be sold even when presented with clear evidence of theft.

As a dedicated Poshmark seller, I am new to Mercari and wanted to share my honest experience. The sense of community on Mercari stands out to me compared to Poshmark, but I have encountered challenges with the postage instructions on the app. The confusion led to multiple returned packages and refunds, impacting both my finances and account standing. Despite my efforts to provide a positive experience and contribute to the community, I am facing difficulties with shipping costs affecting my profits. I remain committed to selling on Mercari and hope for resolutions regarding the pending orders. My aim is to continue offering quality service while navigating these issues. I appreciate any assistance in resolving these matters to uphold the integrity of the Mercari platform.

From Mercari: I have carefully reviewed your request and the photos you provided. After assessment, it has been found that the order you received aligns with the listing description. According to our Marketplace Guidelines, refunds or returns can only be processed if the item is not as described or not received. As the seller has met their responsibilities, the transaction has been finalized, resulting in a neutral Rating that does not impact either your or the seller's Ratings. If you no longer wish to keep the item, you have the option to list it on Mercari. Regards, Jamez Mercari Team The item description for my purchase mentions that it is new, with only a minor scratch on the left cat ear. However, the doll's eyes are damaged and have missing paint, which was not disclosed in the listing. Unfortunately, I am now at a loss of $24 for a defective doll my daughter does not want.

I had a disappointing experience on Mercari while attempting to buy and sell phones. In one instance, a seller sold the phone I wanted to purchase, leading to a canceled transaction. Despite my request for cancellation and the platform eventually canceling the order, my refund has not been processed within the promised 5-10 business days. Today marks the 10th business day, and I am still awaiting my refund. I am concerned about the delay and would appreciate assistance in resolving this issue promptly. Item Name: iPhone 8 Plus Item ID: m[redacted]5 Seller: Sarah95 Item Price: $[redacted].00 Total: $[redacted].00 Payment Method: Card Billing Address: [redacted] San Lorenzo River Rd, [redacted], Ontario, CA

I recently purchased a duvet cover from Pottery Barn on Mercari, with the item ID m[redacted]8. The seller claimed it was "without holes or stains" in the ad, but upon receiving it, I discovered multiple holes. I requested a return on the Mercari app on Monday, October 22nd, which indicated a 1-2 day response time. After receiving a response on Tuesday, October 23rd, asking for additional photos, I faced confusion about taking pictures of the front and back of the duvet cover. Despite my efforts, a day has passed without any update from Mercari. I also contacted the seller, lasmb1, who requested picture proof. I expressed difficulty in sending the images through Mercari's messaging system but offered to email them directly. Since then, there has been no further communication from the seller. I seek assistance as this has been a disappointing initial experience on Mercari. My Mercari ID is guoxiaojie. Thank you.

I bought a Columbia winter coat for my child on 10/1, but when it arrived on 10/5, the fleece lining that should come with it was missing. Without the lining, the coat is just like a windbreaker. I contacted the seller immediately through Mercari and asked why it wasn't included. She initially said she would look for it, then later informed me she had found it packed due to moving and would send it by Thursday. However, I have not received the missing piece, and now the seller is not responding to my messages. I reached out to Mercari over a week ago, but I haven't even received an acknowledgment of my issue. I would like Mercari to follow up with the seller and ensure they send the missing item as promised. The situation feels very unfair to me.

Hello, my account has been suspended indefinitely, though I believe it was a mistake. I recently sent out $[redacted] worth of items that are still in transit. I have been a top-rated seller with over [redacted] successful sales and positive feedback. Selling on this platform is crucial for my income, and I take all rules seriously. I unknowingly listed a glucose tester, which I see many others selling on Mercari without issues. I am willing to review and follow all rules and prohibited item guidelines closely. Please reconsider my suspension and allow me to continue using Mercari.