Mercari Customer Service Issues

I recently encountered issues with Mercari where a buyer received my shipped items, but the system shows that I canceled them in the reviews, which I didn't do. There seems to be confusion with the dates as well. I'm new to Mercari and overlooked adding tracking numbers to the shipments, which I now understand is necessary. For the first item, a leather jacket (m[redacted]4) sold for $17 to buyer KitKat, she confirms receiving it. The second item, a shirt sold for $13 (m[redacted]0), had shipping delays, but Mercari canceled it before delivery. I'm concerned about the lost money for the sold items and shipping costs. Can someone guide me on how to resolve these issues? Thank you.

Subject: Notification: Gucci Jordan Coat Delivered Hi Mercari, I have exciting news about the vintage Gucci Jordan coat I sold. The mail carrier has confirmed that it was delivered to the buyer. The buyer now has two days to confirm receipt and leave a rating. In the next 48 hours, Mercari will prompt the buyer to rate their experience. If no response is received by the second day, Mercari will automatically assign a rating for payment processing. Thank you for choosing Mercari for your sales. Please see below for the item and payment details. Item Details: Name: Gucci Jordan coat ID: ********** Buyer: Booker Payment Details: Item Price: $*** Selling Fee: $** Shipping Fee: $* Net Earnings: $*** Delivery Information: Shipping Method: Self Tracking Number: ****************** Please note that tracking updates may take up to 24 hours to show. Thank you for using Mercari. Best, [First Initial]

I recently bought what I thought was a genuine 2.5oz bottle of Lancôme La Vie Est Belle, but upon inspection, it's clearly a fake product. I'm seeking a refund for this transaction. The perfume was misleadingly labeled as authentic Lancôme, but it's a poor imitation with a strong, unpleasant scent. This is the second time I've received a counterfeit item from this seller, causing issues due to my severe allergies. I'm unable to resell this item. When attempting to request a refund through the website, the item is not eligible, despite being a counterfeit product. I believe the seller should be investigated and urge you to provide a return label and process a refund. Item ID: m[redacted]0. Thank you.

I selected items from your website by posting four items, looking forward to claiming my free item. However, I received a cancellation notification from Mercari after making my selections. They offered me a 10% discount coupon for a $30 purchase, which was disappointing. I calculated that to obtain an equivalent item worth, I would need to spend around $[redacted] on their site. It's frustrating that they couldn't fulfill the initial agreement, making me feel misled after investing my time and effort in posting items.

Dear Mercari Support & Assistance, I have been repeatedly asked to rate the seller and Mercari support team, but I am not satisfied with the response received. The iLife Robot Vacuum I purchased was not new as advertised - it was opened and missing the charging station. The process on the Mercari site is confusing, as I am asked to confirm receipt of the item but cannot rate the seller if there are issues. How can I proceed? The seller, powerbanana, mentioned sending the charging station separately, which I am still waiting for. Without confirmation of the charger being sent, I may need to request a refund to avoid losing $[redacted]. I hope for a resolution, but I cannot find a contact phone number on the site to discuss this matter directly. Thank you for your attention to this matter. Best, D.M.

I bought an iPhone from a Mercari seller, and upon receiving it yesterday, I noticed cracks on the phone that weren't mentioned in the original description. Additionally, the phone is locked, which was not clearly stated before I purchased it. I've tried reaching out to the seller multiple times without any response. I want to return the phone and get a refund, but I can't find the option on Mercari to do so. I paid $[redacted] (I believe after a coupon it was $[redacted]) for this phone and I would like to get my money back. The only option available on the app is to "request a cancellation," so I did that. Please advise me on how to proceed with requesting a refund since the seller has not been responsive. Thank you.

I'm curious about the time it takes to receive payment for an item I sold. The cologne I sold was delivered to the buyer on Monday, but my account still shows the item as needing to be shipped. I haven't seen any balance reflecting the sale, even though the buyer has received the item. Mercari's email about rating my experience was responded to already. Additionally, I accidentally selected Mercari to provide a shipping label when I actually used my own. I contacted customer service, and the representative advised me to call back to avoid being charged for Mercari's shipping label since this was my first time using the platform.

Hello Mercari, I am a seller on your platform. Recently, I purchased an Xbox One from another user on Mercari. Unfortunately, the remote control was missing from the package. The seller failed to ship it as promised, which was quite disappointing. I had to buy a new remote control from a different website, but it won't arrive until at least May 28th. Due to this experience, I find it unprofessional. I would like to know if it's possible to connect the Xbox One without the remote control to test its functionality and leave a review for the seller. I don't want to wait for another remote control from a different source. Please advise on what I should do next. Thank you, LMG

I am having difficulty returning a wrong order I received. I am a disabled nurse suffering from kidney failure with a DNR order. My husband and son are laid to rest at Ft. Sam Houston Cemetery. I feel like the seller allowed elder abuse by sending me a package containing broken glass that cut my finger when I opened it. Due to my health issues, I rely on Meals on Wheels for food and county transportation for medical appointments. The seller, Mercari, agreed during a recent phone call to provide a return label, but has not done so yet. They charged me $[redacted].50, and I expect a refund for this amount, as well as for the antibiotics I had to purchase. I have been inconvenienced by taking photos for them. My attorney has informed me that if the money is not refunded by Friday, legal action will be taken. This is my final warning to address this issue.

I requested a direct deposit on May 9, [redacted] at 1:45 p.m. I received an email from Mercari on May 16, [redacted], stating that my package "ladies Lacer Brown Leather Western Work Boots" had arrived with tracking number #[redacted]10. However, the next day, on May 17, [redacted], I got another email asking me to rate the buyer to get paid, followed by another email the same day informing me that I had been paid $20.70 with a remaining balance. Even though my bank statement shows that I transferred the money on May 13, [redacted], I have not received the payment yet, and it's concerning that your records indicate otherwise. I have screenshots of the buyer's positive feedback and the payment notifications. This situation has caused me to lose trust in Mercari, and I urge you to promptly process the $20.70 owed to me and explain why this discrepancy happened. I will refrain from selling on your platform until this matter is resolved. Regards, N. Mathews.

I contacted Mercari today to cancel an order for an S9+ smartphone being shipped from Pennsylvania. Mercari informed me that if the seller doesn't ship, I will receive a refund. I paid immediately after making the purchase. I tried to contact the seller multiple times to ask questions about the phone, but he never responded or shipped the item. This seller completely ignored the sale, and I believe sellers like this should not be allowed to sell on social media platforms. In one week, I have purchased phones three times, received two refunds, but the phone I'm currently waiting for is the one I paid for before the others. I urgently need a phone for security purposes. My money is tied up with the seller who is not shipping the phone. Please release my refund quickly and improve seller screening to avoid wasting time for loyal buyers like me. I have sent multiple messages without any response. Thank you, Carmen.

I sold an item to someone who is now refusing to pay, claiming I smoked in my home and didn't disclose some stains. I cleaned the item before selling, don't smoke, and the stains weren't as bad as she's saying. I believe she may have caused the issues herself. She hasn't rated me yet. The item is a Petunia Pickle Bottom diaper bag with the item number [redacted]. I feel the sale was fair, and she shouldn't get a refund. I posted pictures and it smelled fine. My daughter may have written her name inside, but it's very small. I'm unsure if there are any other markings she could have tried to cover up. I wouldn't lie. Should I pursue payment or let her get a refund? Thank you, Jessica.

I sent out four items during the first week of May. Two of the items were sold to the same person, who convinced me to lower the price and ship them together. After I informed him that the items were sent, he canceled the order, resulting in a loss of $50. I reached out to the other two buyers immediately, and the items were mailed the following day, on 5/6. The tracking shows that they have been delivered, but I have not received any payment or credit to my account. The buyers are unresponsive, and I have now sent out $[redacted] worth of items without being compensated. According to Mercari's policies, I should have been auto-rated by now, but I haven't received any assistance despite reaching out since the 9th. Any help or guidance on who I can contact for assistance would be greatly appreciated. - Christy T. Mercari username: booboo1481

I had an issue with a Merceri saleswoman who was selling her used iPhone XS for $[redacted] plus an $11 shipping fee. After I paid via Cash App on 05/18/[redacted] at 4:18 pm, I didn't receive any updates or a tracking number by Monday. When I inquired, she claimed the post office wanted an additional $50 for shipping. I refused and asked for a refund, but she deleted her Merceri information. In summary, please contact me at [redacted] for further explanation. Thank you.

I've had bad experiences with the last two sellers on Mercari. One didn't acknowledge the sale or respond to my messages. The other seller posted an unlocked phone but then admitted it was actually locked before shipping, so she canceled the sale. Mercari should do a better job screening sellers to avoid wasting the time of loyal customers like me and my daughter. It's frustrating that I couldn't transfer my balance to my checking account on Mercari because my daughter had already done so. I ended up using PayPal, but I prefer not to. If this issue isn't resolved, I might have to resort to selling on eBay, which I didn't want to do. Also, I'm still waiting for a refund of $[redacted] from the seller who didn't ship the phone. Mercari needs to take action to keep us as customers.

Hello, As a first-time buyer, I am having trouble finding where to leave a rating for the seller. I wanted to rate them as excellent but have been searching for about 45 minutes on the website with no luck. I received the product and truly appreciate the seller's efforts, but I didn't submit a rating, which has caused some confusion. Due to a hectic schedule with events like senior prom and my daughter's graduation, I haven't been able to navigate the website well to complete the rating process. I'm disappointed that I couldn't figure it out. The seller, PlatinumKors, provided an excellent product and service, and I really want to give them the excellent rating they deserve.

I purchased an iPhone XR for $[redacted] two months ago. Upon receiving it, I discovered it wasn't fully unlocked as the seller claimed. When I contacted the seller, he mentioned buying it from someone else and said he would reach out to them. I decided to keep the phone and requested the seller assist with the unlock costs, which he refused. I ended up covering the expense myself with a third party, costing nearly $[redacted]. However, after waiting for over a month, the unlock attempt revealed the device had been reported stolen, rendering it blacklisted. Item ID: M[redacted]6

I purchased a phone on 5/12 and just received it today. Unfortunately, it is not as described. Not only did it take a long time to arrive, but it also has a warped shell, a small spiderweb spot on the bottom right corner, and the speaker is hard to hear from. I tried to request a return, but I couldn't find that option even though the original post didn't mention no returns. I would be willing to accept a refund of $48, which would make the total cost $80, considering the condition of the phone. The seller has not responded to me yet.

I purchased a Dooney & Bourke SS740 in the color Honey for $[redacted]. I received it yesterday evening. Upon opening the box, I found the bag was already open, contradicting the description of it being "New Never been Opened." The bag appeared to be cut and had visible glue spots, indicating it's a fake. The description claimed it was [redacted]% real, but there were clear discrepancies, like the "made in China" stamp on the key chain instead of a sewn label inside. Additionally, the coin purse that was supposed to be included was missing. I have requested a full refund due to what seems like false advertising and a fake product. The seller asked for the purse to be returned, but I require a return label for proper documentation.

I bought art supplies from "Canines and Stuff" for my husband's birthday gift. His birthday is on June 13, and I didn't realize sellers only get paid once they receive a review. I planned to review the items after my husband opened them, but the seller got upset and said she wouldn't have sold them to me if she knew. I quickly left a positive review, but then she called me a liar for not understanding the policy and left me a negative review as a buyer. She also blocked me. I wish I could update my review because I don't think I deserve this rating. I thought it worked like eBay or Amazon, but I now understand how Mercari sellers are paid. I want her review removed from my profile as a buyer.