I accepted an offer from a buyer on Mercari. The buyer then messaged me to send her pur...

GetHuman3926426's customer service issue with Mercari from November 2019

Help with my Mercari issue
The issue in GetHuman3926426's own words
I accepted an offer from a buyer on Mercari. The buyer then messaged me to send her purchase to a different name and address. I contacted Mercari and I cannot change the label after purchase. I told the customer I could not change the address per Mercari's policy and asked if she still wanted the item. She says ok, but then messages me that other sellers have done it in the past. I contact Mercari again. They said she can cancel the order, update her address and then repurchase. The customer does not want to do this. She is insistent that I send to the unvalidated address. I message Mercari again because my window to ship is closing. The buyer violated Mercari's policy when she messaged me private information (the alternate name and address.) I am in an awkward situation and have found Mercari's customer service lacking. Do I just cancel this transaction and take the penalty for it - just to end the frustration!? I have a perfect rating with Mercari, the buyer has a perfect rating with Mercari. I don't feel good about this transaction and feel I will get negative feedback if I send to the validated address on the label that Mercari has provided me - which the buyer paid for. How would you resolve this situation?

GetHuman3926426 did not yet indicate what Mercari should do to make this right.

How GetHuman3926426 fixed the problem
The order was eventually cancelled by Mercari but it took * inquiries over * days. Should have been cancelled on the *st inquiry in which the buyer violated Mercari's marketplace guidelines.
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What Do I Do If My Mercari Order Was Lost or Damaged?What Do I Do If I Can't Contact a Seller on Mercari?How do you receive payment on Mercari?How do I get a refund from Mercari?
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Mercari

Customer service issue
Reported by GetHuman3926426
Nov 12th, 2019 - a year ago
Fixed
GetHuman3926426 shared how to fix
Seen by 30 customers so far
Similar issue to 13281 others
0 customers following this
Items needed
Name
Order number
Billing address
Email address

Timeline

GetHuman3926426 started working on this issue
Nov 12th, 2019 7:35pm
GetHuman3926426 confirmed the issue is fixed. Hooray!
Nov 12th, 2019 11:40pm

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