I purchased * Halloween cat head candy bowls (item ID m***********) from Mercari seller...

GetHuman-srperry's customer service issue with Mercari from April 2021

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The issue in GetHuman-srperry's own words
I purchased * Halloween cat head candy bowls (item ID m***********) from Mercari seller bryanna** on *******. I paid via PayPal. Upon receiving the items on Sunday **** they were both found to be broken in the box. I took many pictures of the box, shipping label and both items. One bowl was in several pieces. I feel the items were not properly wrapped in bubble wrap to protect them from moving around and bumping together in the box. The box was not damaged and was wrapped in brown paper and was labeled FRAGILE. The item was shipped by the seller using FedEx SmartPost via Mercari. I searched the Mercari website help section for how to file a shipping claim for merchandise damaged during shipping. I found the following instructions:**Item damaged in transit*For items arrived damaged - select “Damaged in transit”. Buyer or Seller can file a claim for damaged in transit within * days from delivery date. Do not use this reason code for incorrect condition or not as described.**Provide us pictures of the damaged box, all damaged items, the shipping label*Make sure the pictures:*Are clear and focused*Show the entire item (front, back, sides, any discrepancies)*Include every item received*Provide a picture of the shipping label and box*You can submit up to * photos at a time.***It also shows this:**If you’re the seller, you can email us at *****@***.com. *Provide Item ID*Describe the claim*“Lost in transit” or*“Damaged in transit”****I feel this should be the sellers responsibility to file the claim for reimbursement to themselves since they can contact Mercari directly** **The problem is that for me (the buyer) there is no "Damaged in Transit" option when I try ANY of the Contact Reasons when using the Contact US button. There is no file a claim section under any of the options I have on my end. I do not have any option under the Purchase tab for a "Damaged in transit" option. The only option I have on my end is for receiving my items and to leave feedback for the seller. If I say I received the item, it does not ask me if the items arrived intact or if I need to do anything. It just wants me to say I accept the item and rate the seller. I just want to be refunded my purchase amount * tax and shipping for a total of $**.**. I do not feel that I should pay for an item that was not properly packaged by the seller to make sure it arrived to me intact. I feel Mercari should reimburse me and have the seller file the claim as stated in the Mercari shipping claim section. I do not feel the seller should automatically get rated and paid after I do not rate them in * days of receiving the item. There needs to be an easier way for the buyer to file a claim, or the seller should have to file the claim once pictures are taken. **I appreciate any help in this matter. I just want my money refunded in a quick and timely manner as it should be, and not have to wait * weeks for a resolution. **Thank you,*Shaunda Perry

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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 GetHuman-srperry
Apr 19th, 2021 - 3 months ago
Not resolved
Seen by 8 customers so far
Similar issue to 3951 others
0 customers following this

Timeline

GetHuman-srperry started working on this issue
Apr 19th 9:38am