Mercari Customer Service Issues

Hello, I appreciate your assistance. I am a new user on this platform and have been both buying and selling items without any previous problems. Unfortunately, my recent order for 4 snowman mugs (Mercari item ID #m[redacted]0) placed on December 4, [redacted], arrived on December 9, [redacted], with half of them broken. I promptly contacted the seller and followed Mercari's instructions to file a claim with all the necessary photos. Despite receiving a generic response promising contact within 2 days, I have not heard anything back. My attempts to reach them via email and phone calls have been fruitless as well. I am eager for a prompt resolution to this issue and the return of $29.50 to my Mercari account. Please keep me informed via email if additional information is needed or any updates arise.

I received a confirmation for my order with Order number M-[redacted]9. After receiving an email stating that my order would be shipped in 5 days, my bank confirmed the transaction. Shortly after, I was surprised by another email notifying me that my order was canceled without any explanation. I am seeking clarification on the reason for the cancellation and when I can expect a refund. Kindly provide me with an explanation via email promptly. Was the cancellation due to item unavailability or other reasons? Thank you. Raffaella Raccah

I bought a PENDLETON WOOL shirt in Men's XL size even though my husband usually wears an athletic Large, thinking the extra size would allow for layering. These shirts are pricey, ranging from $99 to $[redacted] and require dry cleaning. However, upon receiving the shirt, it was evident that it had been machine washed and shrunken. The seller was apologetic and advised me to request a return on Mercari. Unfortunately, the Mercari representative rejected my return request. The shirt now fits more like a medium. I kindly ask for a reconsideration of this request as it is apparent that the shirt did not fit as expected.

Good evening, I have three parcels that are being returned to the sellers for unknown reasons, and I am unable to contact them. Also, I am facing difficulty signing in to the Mercari site due to my limited Japanese proficiency. I made purchases through the Buyee platform and would like to request the Mercari sellers to resend the packages to me as soon as possible. Please assist me as I am eager not to lose these packages. Best regards, Liris

A customer recently purchased a bundle from me, which initially included a random selection of 10 Bakugan for $60. After the customer requested specific ones, I agreed but added an extra $5 for shipping, making the total $65. Due to personal issues, there was a slight delay of 4 to 5 days before I could ship the items. Upon delivery, I patiently waited for a rating, but the customer did not provide one. When asked to rate the purchase, the customer instead requested a refund without returning the items. My profile clearly states that all sales are final and that the items are in good condition. Feeling frustrated as I believe I am being scammed, I am now facing delays in the refund process, which was supposed to take only 2 days but has now stretched to 5 days. I wish to resolve this promptly and receive the $65 owed for the order.

I placed an order for an Irwin auger bit box with contents on December 8 from Dejbox, shipped by UPS. However, the package has not been delivered. I checked the UPS tracking number 1Z6A[redacted][redacted], and it indicates that although a label was purchased, the item was not given to UPS for shipping. I have been attempting to contact Mercari without success. Any assistance in resolving this matter would be greatly appreciated. Thank you, N.S.

Hello, I recently purchased paper from a Mercari seller called sexylori27, which I later realized was actually an Amazon gift card. I resold it on the site with a description. The buyer, who purchased item number M[redacted]4, also couldn't use it and discovered it was reported stolen and locked by Amazon. I bought it from sexylori27 on 8/26/[redacted], and I'm now realizing this is a recurring issue. Please investigate and take action against the seller as it has caused me and other buyers financial loss. Thank you for your support.

I would like a refund and need a return label. My account is currently blocked, and I cannot make purchases on Macari anymore. The merchant sold me counterfeit Ugg boots, which I discovered when my daughter pointed it out. I specifically asked if they were genuine before purchasing, and the seller confirmed they were. I contacted Capital One yesterday to explain the situation, and they did not flag the transaction as unauthorized. I stopped the payment because the shoes turned out to be knockoffs. I have been a loyal customer for a long time and have never encountered this issue before. Was it wrong for me to stop the payment?

I recently sold my Pokémon collection for $[redacted] to cover my rent. The buyer claimed that the Charizard card was fake and damaged, which I disputed with evidence. To resolve the issue, I offered to lower the price for a replacement card. However, after checking the buyer's OfferUp page, I saw that they were already selling my cards. When I contacted them, they blocked me and requested a refund through Mercari. Mercari refunded them without returning the items as per policy. Despite Mercari only offering a 5% discount on my next order as a resolution, I simply want the initial agreement to be honored.

I made a purchase on 12/10/[redacted], paid through PayPal after setting up and verifying my account. The payment was deducted, but I haven't received the order as of 12/20/[redacted]. Upon reviewing my emails, I didn't find any shipping notification. Clicking on the "status" button in the confirmation email showed that the order was "Cancelled," which I didn't do. I didn't receive any notification of the cancellation, and the payment was made via PayPal without a refund. Since the item is now unavailable and was meant as a Christmas gift, reordering is not an option. I need help with getting a refund to my PayPal account. I'm unsure why the order was canceled, but I'm disappointed. I can access my account through the mobile app, but the website doesn't recognize my email for login, requesting a username instead. I need assistance with this issue. Thank you, Daphne H Smith.

Recently, I sold two products and have $56.03 in my balance. I urgently require my money through instant pay instead of waiting for direct deposit. I followed the verification process by submitting my driver's license and a photo of myself through the help center. After several attempts and even being told by customer support that my account was reset, I am still unable to complete the process due to constant errors. Despite providing all necessary information, my submission remains under review for over two weeks. I need the instant pay feature approved promptly as I am unable to wait for a direct deposit.

I have sold items on Mercari where the buyer is supposed to pay for shipping, but after I paid for shipping, Mercari kept the shipping money. I'm confused about why this is happening and I want to know how to resolve it. I believe I should be refunded for the shipping costs, especially if the buyer was supposed to cover them. For instance, I sold a pet carrier for $22 with the buyer paying $9.99 for shipping. The USPS shipping cost me $10.90. In the end, I only made $8.72, which means I actually lost money on the pet carrier. This has happened three times now, and it's disheartening. Thank you.

On December 15th, I purchased a china hutch from naomieowen2 using a PayPal 4-payment plan. However, your company incorrectly charged my bank account the full price of $[redacted].93, believing I violated payment arrangement policies. I contacted the seller to clarify the situation, intending to complete the sale after resolving the PayPal issue. Strangely, you notified me of deleting all my chats, leaving me without a record of communication with the seller, shipment details, or the item ID. At present, my funds are withheld, and I require a refund.

I have been a seller on Mercari for years. Suddenly, last night, I received a message instructing me to buy a Vanilla debit card and load it into my account, claiming it's linked directly to my bank. Additionally, I have a buyer interested in a $[redacted] item who sent $[redacted], including $[redacted] for shipping, which I find unreasonable. The buyer insists that Mercari told them I am responsible for the $[redacted] shipping fee to release my funds. I'm frustrated as I only added $[redacted] to my account, and the lack of clear communication is hindering any resolution. Contacting customer service has been unproductive, and I have not been able to speak with a real person despite trying various phone numbers. I feel my patience is wearing thin with these issues, and I may need to seek legal advice soon.

I've suddenly found myself locked out of my Mercari account. Despite having an active account with over [redacted] sales and only 8 poor ratings, I am unable to sign in. I am concerned about the possibility of being hacked. I had saved money on the platform for Christmas, and now I am unable to access my account after a successful week of sales. I have not received any responses to my inquiries.

Two business days ago, I initiated an instant transfer on Mercari. Unfortunately, I have not received any funds from Mercari. I have been a member of Mercari since [redacted] and have successfully sold around 90 items of my own. My debit card information has remained unchanged throughout this time. Despite reaching out to customer service four times, I have not received any response regarding this issue. Feeling disappointed by this experience, I have decided to delete all my current listings on Mercari. I have been a loyal user for five years, but I no longer feel comfortable using the platform due to these unresolved concerns. As a result, I am transitioning to Poshmark for my future selling needs. I hope to receive a full refund for the transaction, as well as a refund for the instant transfer fee, given the delay in processing. It is disheartening to feel that Mercari may not prioritize the security and trust of its users.

I have been selling on Mercari for many years and have received over [redacted] 5-star reviews. However, a week before Christmas, I was unexpectedly locked out of my account with pending sales and ongoing issues. Despite trying to resolve the situation, it took multiple messages over five days to receive minimal information, and now they are not responding at all. I am left without the funds I earned, no Christmas presents, and even a flat tire I cannot fix. The lack of communication and treatment I have received is disheartening, especially over a small transaction. Unable to talk to a representative, I feel abandoned by Mercari, a platform I had trusted. This holiday season has turned into a disappointment due to this unfortunate experience.

On November 9th, I sent out an order for “Nike React” which was then marked as return to sender by the postal service. I informed the buyer and Mercari about the situation. Mercari canceled the order, put it back on my page as inactive, but I did not receive my item back. After contacting Mercari again, they instructed me to visit the post office to investigate. Unfortunately, I am still without my item and payment even though Mercari claims sellers are protected in such cases. The tracking number is [redacted][redacted][redacted]. My username is Patty, and I sold the sneakers to Vasquez [redacted]. I appreciate any assistance with this matter as it has been 8 weeks without resolution. Thank you, Laura Novicki

Hi there, my name is D. P. My email is [redacted]. I have requested a call back from the online chat but was denied. I recently sold a vintage [redacted] coin pendant to a buyer who repeatedly asked for discounts. After agreeing on a price and shipping the item, the buyer claimed it was not as described and requested a refund. Despite providing evidence of our conversation, the platform granted the refund and the buyer did not return the item within the specified time frame, leaving me concerned about seller protection policies. I would appreciate someone reaching out to me at [redacted]. Thank you.

Hello, my name is Sarah Krisor, and I have a payment on hold for a purse I sold. On the order tracking page, it states that the item is under review for return, but the buyer, Jean Hicks, has agreed to keep the purse and make the payment. She has had the Michael Kors purse for almost three weeks now. I need this matter resolved promptly as I am awaiting payment. Could you please address this issue soon? I have sent several emails regarding this. Thank you. [redacted]