After contacting Mercari through the app about a purchase order that was not received...

GetHuman1756170's customer service issue with Mercari from December 2018

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The issue in GetHuman1756170's own words
After contacting Mercari through the app about a purchase order that was not received, I got an email telling me that if I don't rate the seller (that I also informed that the item was not delivered) Mercari will release those funds in ** hours! But, they say that they will respond to my issue in ** hours!!! Please, tell me that there's another way to contact someone who will help me resolve this. I did reply back to Danny, from the Mercari Team, who told me not to worry, my funds are safe and would not be released until I rate them. He suggested my order must have been lost in transit and I should cancel or he could contact the seller and ask them to ship them. I replied that I would like to know if the seller received my message and if there is anything we can do first before canceling. While waiting for his response, I got the above mentioned email, and I just don't know what to do. This has become another problem, causing time to be an issue. How can this end well? Please, don't let my funds be released and this failed transaction closed until I receive my purchase or cancel, in which my funds would be returned to me. I paid $** for American Eagle, Slimflex **x** jeans, and I never received them, that's a lot of money. Please let me know asap, so I can stop worrying.*Sincerely, *Marie White******@***.com
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Mercari

Customer service issue
Reported by GetHuman1756170
Dec 14th, 2018 - 9 mons ago
I have an issue with Mercari too
Not resolved
Seen by 12 customers so far
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Timeline
GetHuman1756170 started working on this issue
Dec 14th, 2018 3:16am