Mercari Customer Service Issues

I created a Mercari account on my computer, but I can't log in on my phone. It keeps saying the information is incorrect. I tried resetting my password, but it still doesn't work on my current phone, although it works on my computer and an old phone with a shattered screen. I would appreciate it if Mercari could assist in unbanning my phone so I can access the app.

I created a Mercari account on my computer, but I am unable to log in on my phone. Despite resetting my password, I keep receiving an error message. I can access my account on the computer and an old phone with a shattered screen, but not on my current phone. Could you please remove any bans on my accounts or devices so I can log in successfully on my phone?

I recently sold a makeup bundle to a buyer and informed her about the items included before shipping. Despite her initial agreement, she requested a refund after delivery without providing a reason. I suspect she may be attempting to scam me by keeping the makeup and getting a refund as well. The situation seems unfair as I stated that she must return the makeup for a refund, leaving me without any profit. Personally, I am not concerned about getting the makeup back. I simply would like the $15.70 that I sold it for instead of the $17. Any assistance would be appreciated.

I would like to bring attention to a seller named "Mermaid Lady" who has been engaging in deceptive practices, unfairly giving negative ratings and comments to buyers. This has been a recurring issue affecting many buyers. Initially, the seller promises prompt shipment and engages in pleasant communication. However, after a few days pass without any indication that the item has been sent, the buyer attempts to cancel the order. Subsequently, the seller ships the item immediately after the cancellation request. Despite explaining the situation and apologizing, the seller manipulates the buyer with more sweet talk. Following the transaction, the buyer, considering the earlier positive interactions, rates the seller as "Great." However, the seller retaliates with a poor rating after the cancellation, subsequently blocking the buyer to avoid accountability. This behavior is unjust and detrimental to buyers' reputations. The buyer seeks advice on how to amend their rating to prevent others from enduring similar experiences.

I have item number m[redacted]4 and I am seeking information on the refund process. I received a damaged item and have already provided photos of the issue to the seller. I am not interested in keeping the item and simply want a refund. I understand the importance of patience, but I anticipate good customer service when making a purchase. The seller's negligence in packaging the item securely should not affect my refund. Today, I printed the return label and shipped the package back. However, the tracking information does not show any updates, and I am eager to know the status of my refund.

I am new to using the Mercari system and would like the "3 cancellations" statement removed for the following reasons: 1) On the first cancellation, I communicated with the seller about why I had to cancel. I was unable to update the item after it was marked as sold. I made the necessary edits to the item before the buyer purchased it. 2) The second cancellation was due to uncertainty about the shipping status of my item and being new to the process. I tried to contact the buyer before canceling the sale but did not receive a response in time. I clarified the situation with the buyer, who was concerned about potential duplicate charges. 3) The third cancellation was because I realized the item I was preparing to ship was different from what was pictured. I informed the buyer and they agreed to cancel the order. I hope you understand the challenges I faced as a new seller on Mercari. All cancellations were agreed upon by the buyers. Kindly reconsider and remove the cancellation statement from my account. I am learning and did not intend to deceive anyone. Thank you for your understanding and response, Jane L.

I have a PO Box as my only mailing address, which causes issues when making purchases online. Even when I use my physical address, it shows as unverifiable. My PO Box is in Decatur, Ohio [redacted], and my physical address is [redacted] Huff Hill Rd, Decatur, Ohio [redacted]. Despite being located next to the post office, it still gives me trouble with verifications. I recently had a negative experience with a seller regarding my address and contact information, which led to them canceling my order. How can I resolve this address verification problem on your site? FedEx usually delivers to my PO Box, leaving packages at the post office, making this issue especially frustrating for online shopping.

I recently sold a Michael Kors wallet to 294Carlyn for $36. When she made the offer, I accepted it promptly and shipped the item the following day. However, an issue arose today when she received the wallet and claimed it was the wrong color, stating that the picture showed a grey wallet while she received a beige one. I asked her if she had read the description, where I clearly stated the color as beige due to possible differences in photo depiction of light colors. She alleged that there was no description when she made the purchase, but upon checking again, acknowledged its presence. Despite being understanding and suggesting a return if she was displeased, she insisted there was no description and accused me of selling a counterfeit item, which is untrue. Despite my efforts to assist her, she mentioned escalating the matter to Mercari. I am seeking resolution as I stand by selling exactly what was advertised. Thank you for your assistance.

Regarding the sale of item m[redacted]6 to corrieaaron from amkorp on 12/23/18: I have been attempting to refund a buyer $6 for a product they were dissatisfied with for the past 12 days. Despite my efforts, I have encountered challenges in reaching customer service via [redacted] for four days, being disconnected from the queue after waiting each time. Given the low value of the sale, it is not feasible to cover return shipping costs, and I am willing to refund the full amount without the return of the product. The buyer has agreed to these terms and has taken the necessary steps to cancel their order as advised by the app to facilitate the refund. Despite daily attempts to process the refund through various means, I continue to face obstacles in completing the transaction. Platforms like eBay and Amazon offer efficient refund processes that do not rely on buyer actions, and I aspire to provide the same level of customer service. I have maintained open communication with the buyer, yet the inability to issue the refund promptly has hindered my reputation as a seller. If this matter is not resolved promptly, I may reconsider using this app for future sales. There are sufficient funds in my account, and I request a transfer of $6 to corrieaaron. Your prompt assistance in resolving this issue would be greatly appreciated. Thank you. Amanda (amkorp)

Hello, my name is Evyn and my account is Evom203. On 12/29/18, I sold a pair of shoes to Alwysbelieve. However, the buyer had FedEx in Durham, CA hold the package on 1/7/19 without informing me. Despite my attempts to contact the buyer, they have not responded since saying they would pick up the package on the same day. Today is 1/18/19, and I suspect FedEx is returning the package to me. I am disappointed by the lack of communication and feel the buyer has been untrustworthy. It seems they have received poor reviews from others as well. I believe this buyer should be investigated. Any assistance on this matter would be greatly appreciated. Thank you. - An upset Mercari seller

Hello, I am Evyn, using the account Evom203. On 12/29/18, I sold a pair of shoes to Alwysbelieve. I recently discovered that the local FedEx in Durham, CA, held the package on 1/7/19, without any notification from the buyer. After contacting FedEx, I informed the buyer that the package was being held and they acknowledged they would pick it up on the same day. However, as of today, 1/18/19, I suspect that the package is being returned to me as there has been no further communication or action from the buyer despite my numerous attempts to reach out. I am disappointed with the lack of response and apparent dishonesty from the buyer. I believe the buyer should not be entitled to a refund due to their behavior. I kindly request the release of payment to me. I urge for further investigation into this buyer's conduct, as I am not the only one dissatisfied with their actions. Your prompt assistance would be greatly appreciated. Thank you for your attention to this matter. -A frustrated Mercari seller

Hello, I am reaching out to address an issue with a Mercari account. A user under the name "Michele" listed estate blue leggings for $65 with free shipping, which I purchased. Despite promising to ship them the next day, Michele failed to do so. When I noticed she relisted the same leggings at triple the price, I messaged her but got no response. After three days, she canceled my order, claiming they were on hold for someone else, despite my prompt purchase. Michele seems to prioritize profits over good customer service, evidenced by her actions and responses to other buyers. Screen captures of our conversations support my claims. Her behavior of ignoring messages and delaying shipments should be addressed to protect other users on the platform. Thank you for your attention, Emmarie S.

Dear Team Mercari, I am not looking to return the product, but I would like to inquire if you can send me the missing part of the power cord shown in the picture from my recent purchase. The section that plugs into the wall outlet was not included in the shipment, although it is visible in the email image. Could you please ship that part to me? Thank you. - Kurt Hello khlmstrm8, The PayPal account linked to your Mercari account has raised a payment dispute. Going forward, if you need to cancel a transaction, request a refund, or initiate a return, kindly contact us through our Help Center first before involving PayPal. We can typically process cancellations or refunds faster if you reach out to us directly. Please be aware that filing disputes via PayPal may lead to account repercussions such as suspension, review, or termination. Thank you for your cooperation. - Team Mercari Subject: Your completed order for iPod Speaker Dock Station Hello khlmstrm8, Your transaction is now complete! It seems you did not receive a seller rating for the iPod Speaker Dock Station. Not to worry, we have updated the transaction on behalf of the seller. Item Details: Name: iPod Speaker Dock Station ID: m[redacted]9 Seller: Brendalee Payment Details: Item Price: $19.00 Shipping Fee: $9.80 Credits: -$0.00 Coupon: -$0.00 Balance: -$0.00 Total paid amount: $28.80 Payment Method: PayPal Thank you for shopping on Mercari! Warm regards, Team Mercari For any inquiries, visit our FAQs for buyers or contact us through the Help Center. © [redacted] Mercari, Inc. PO Box [redacted], Palo Alto, CA [redacted]. Kindly refrain from replying to this email as it is automated. Terms of Service

Hello, I am a new buyer on Mercari and recently had an issue with a seller named Cupcake Jabber regarding a pair of boots I purchased. Despite not receiving the boots and being confused by a message from Mercari indicating I had received them, the seller said they were sent to the wrong person. I expressed my interest in still receiving the boots and suggested a reshipment. Unfortunately, the seller became frustrated with my delayed response and decided to sell the boots elsewhere, ultimately canceling my order. Lacking a smartphone, I only saw her message today and am disappointed with how the situation was handled. I believe better communication from the seller could have resolved the issue more effectively. I would appreciate your assistance in contacting the seller to address this misunderstanding. I hope to have a positive first experience on Mercari. Thank you for your help. Sincerely, Laura O.

I recently sold an authentic Louis Vuitton clutch purse on your website. After the buyer received the item, they claimed it was fake and requested a return. Despite my attempts to clarify, they insisted it was not as pictured but refused to provide evidence. In the end, they returned a counterfeit purse different from what I sent them, retaining the original dust bag and other items I included. The authentic purse I sent was replaced with a knock-off, causing me a significant financial loss. I have been attempting to resolve this directly with the buyer to no avail. I possess evidence of the original item sent, the packaged parcel, and the deceiving item received. I suspect foul play and have taken necessary steps to report the incident. I seek a prompt resolution from your end to either return my authentic purse and accessories or compensate me for the value of the sold item. I have made multiple attempts to contact Mercari without any response.

I sold an original Louis Vuitton clutch purse through your website. When the buyer received the item, they claimed it was fake and requested a return. Despite sending photos and pointing out that I included the original dust bag, they returned a counterfeit purse instead of my authentic one, keeping the dust bag and other items that were part of the sale. I have evidence of what I sent, pictures of the package, and what I received. They seem to have orchestrated this scam, even asking for money post-purchase to check authenticity. I have taken steps to report this, including filing a complaint and will involve the police. Immediate contact from you is essential to resolve this matter. I expect to be reimbursed for the sale of the purse since my original item was stolen. Communication with Mercari has been futile, and I urgently need assistance in recovering my belonging or funds. Thank you.

I bought a Swarovski large seal figurine on 1/12/[redacted], which was delivered on 1/17/[redacted]. Unfortunately, when I finally received the package after returning from a ski trip, I noticed it was damaged with a chipped nose and missing whiskers. Despite the seller's efforts in packaging it well, the item was still broken. I attempted to contact the new neighbor who received the package by mistake but didn't have their phone number. Ultimately, the neighbor across the street who received another package for me brought both packages back, revealing what had happened. I'm unsure how to proceed with a claim or refund through Mercari since the purchase was already completed by the time I discovered the damage. I have photos of the figurine's condition and would appreciate any assistance. Thanks, Vicki H.

Hello, I appreciate you taking the time to hear about my recent experience with Mercari. Recently, I purchased item ID# m[redacted]8, specifically a brand new Sony Extra Bass SRS XB21 portable bluetooth speaker. Advertised as new and under Mercari's Buyer Protection Guarantee, I was let down by the sound quality upon receipt. Despite no visible damage, the sound was disappointingly muddy. Initially attributing it to the bass feature, a friend noticed an issue with the left speaker terminal producing distorted sound. Struggling to access Mercari's customer service through their website, I found no viable solutions in their Help Center. After several attempts, I contacted the seller “lightning” on 1/26/19, awaiting a response. However, I never completed the transaction nor rated the seller. Despite Mercari's policy of finalizing sales after three days, I assert this conflicts with their Buyer Protection Guarantee. The internal damage of my newly purchased item suggests it was not accurately represented as "New." Desiring a reimbursement of $72 plus tax, I find Mercari's customer service accessibility lacking and seek a more user-friendly approach to address concerns directly. Thank you for your attention to this matter. Best, K.N.H.

A customer recently bought a bracelet from me and later requested a refund, claiming it was not made of diamond or gold. She stated that a jeweler confirmed this after testing the bracelet. I sympathized with her situation, mentioning that if she could provide concrete evidence from the jeweler, I would be happy to process the refund. However, she hasn't provided any documentation from the jeweler but I shared a copy of the receipt and the authenticity certificate. I am hesitant to accept the bracelet back as I am unsure of what may have been done to it. It's frustrating because I would expect solid proof if I were in her shoes. I even sent her a pair of Swarovski crystal earrings as a gesture of goodwill. Can items truly be returned solely based on a claim without any evidence? And am I obligated to accept the return without knowing the condition of the bracelet, especially when I have evidence that it was authentic? This situation has left me feeling upset as I pride myself on honesty and integrity in my dealings.

I recently bought a pair of Bose SoundSport wireless headphones for $[redacted] on Mercari. Initially, they seemed fine for about three days. However, after downloading the Bose app for a firmware update, which they required, I encountered issues. The app couldn't detect the headphones, which raised concerns. Upon contacting Bose and providing the serial number from the box, I was informed that the headphones were not authentic. Now, aside from being counterfeit, the headphones struggle to connect to my phone and hold a charge for more than two hours. The seller I purchased from on Mercari has essentially scammed me, and I am seeking a refund for the fraudulent product.