Mercari Customer Service Issues

I signed up to sell on Mercari about 4 weeks ago. I have approximately $3,[redacted] in my Mercari account. Initially, I provided all the necessary information to verify my account such as my legal name, phone number, ID picture, and SSN. My identity was verified, and I received the blue check mark on my account. However, today I discovered my account is restricted because Mercari needs to verify my identity again. I am willing to go through the process, but I haven't received any instructions or links to do so. Even when I try to start the verification process again, I can't delete the previous verification status. As a result, my account is stuck in limbo, impacting my sales, and I have $3,[redacted] in my Mercari account that I cannot access. I am unable to reach anyone at Mercari for assistance.

When I started selling on Mercari, I completed the identity verification process by providing my full legal name, a photo of my government-issued ID, my SSN, and verifying my phone number and FB profile. Despite consistently receiving 5-star reviews and positive feedback, my shop got temporarily suspended by Mercari due to them needing to re-verify my identity. I was told to find a link in my notifications to complete the verification, but nothing was there even after multiple login attempts on different devices and checking my associated email. I'm anxious as my $3k in earnings is frozen, and I'm unable to make transactions until this is resolved. Mercari allows me to continue with current sales and new listings but prohibits me from buying or selling. I fear not being able to access the money I've made from sales.

Hello, my Mercari username is Ms. Zoie. I put up a Barbie doll for sale, and Sandra Thomson made an offer which I countered. However, she mentioned she's new to Mercari and had trouble with the payment process. Despite my attempts to guide her, she seemed to struggle, and I made the mistake of asking for her phone number to assist further. This action led to a policy violation notification from Mercari. Sandra has been messaging me persistently since Saturday. I couldn't find a suitable option on the app to address this, so I left a message on Saturday night after finding a contact number. Mercari seems to have removed her messages to me. I hope they can assist her in completing the purchase. I have also suggested that Mercari should have better communication channels or alternative solutions for resolving such issues.

Yesterday, on March 23, I made an offer of $[redacted] to one of your Mercari Sellers, sunnglazed, for a Coach Weekender Tote fabric bag (Black) listed on your website. Despite her initial agreement to my offer (please refer to our chat history on your website), I later discovered that she accepted a $5 higher offer from another customer. This happened after she had already confirmed my $[redacted] offer via email. I believe it is important for Mercari to ensure that Sellers honor agreements made with online customers, as I have never encountered a situation like this while shopping online before. I trust that Mercari does not support such behavior from its Sellers. Kindly investigate this issue. Thank you for addressing this matter promptly. Warm regards, K.L.

I purchased a new projector, but it arrived without the remote control, which the instructions indicated should be included. The seller first denied mentioning the remote and then later said she would search for it around her house. I informed her promptly upon discovering the issue and provided a detailed list of what was received. Despite my politeness, the seller's responses were sarcastic, unprofessional, and unfriendly. She insinuated that I was lying and claimed to have shipped the remote, indicating a lack of effort to resolve the situation. I am disappointed by her attitude, especially since I have evidence to support my claim. As the refund deadline approaches on Mercari, the seller is attempting to dispute my claim. I believe that as a buyer, I deserve to receive what I paid for in full, especially when purchasing a brand-new item. The experience has been frustrating, and I wish there was a more direct way to communicate with Mercari customer support.

I purchased an autographed Funko Pop for $79 and the seller states it was shipped within CA. Despite buying it on 03/9/21, I haven't received any tracking updates or proof of shipment. The seller claims USPS missed the initial scan, but I'm concerned about cancellation or replacement. When I asked for a resolution date, the seller blocked me and declines my cancellation attempts, claiming it's shipped. They attribute the delay to COVID and find my inquiries harassing. I simply want a refund due to the poor communication.

After selling a top on Mercari, I received an email stating the top was damaged during shipping. Another email followed, advising me to ensure the accuracy of my items' pictures and descriptions. The Skinz Protective Wear top in question accurately matched its description and photo, representing an expensive brand worn only twice. I expect the top to be returned in the same condition it was sent in. Upon viewing the buyer's picture, I question if the top truly fit her. Clear communication is essential to address any sizing issues. I seek clarity as the initial email indicated shipping damage, which conflicts with the item's actual condition as depicted and described accurately.

Two weeks ago, I made a purchase from a seller for a small boys' red Abercrombie shirt and size 9/10 Abercrombie jeans. Unfortunately, when the package arrived, it contained a large orange Abercrombie shirt and size 10 Osh Kosh jeans instead. Initially, the seller agreed to send the correct items, but after a delay, I found out she blocked me from communication and has relisted the items. This is not the first time she has made a mistake with my order, and now she is refusing to cover return shipping for the incorrect items she sent. I have evidence of the incorrect items received, our messages, and the items still listed on her page.

Hello, I'm a new Mercari user and recently purchased two Lemon Lavender Shortbread candles from RusticFarmhouse. Unfortunately, one of the candles was damaged in transit due to cold weather, causing the candle to detach at the bottom, with two of the three wicks sinking into the wax. Despite initially doubting my word, I managed to retrieve the sunken wicks using tweezers. I informed the seller of my success promptly and left positive feedback. However, the seller gave me poor feedback, implying that I was dishonest. I intend to file a formal complaint against RusticFarmhouse for defamation and false reporting. While I do not seek a refund, I would appreciate an apology and a retraction of the feedback. I'm willing to provide Mercari with photos of the candle and details of my impeccable eBay history to support my claim. Kindly provide me with an address to return the repaired candle to RusticFarmhouse and facilitate resolving this issue. Thank you. - Susan L.

I left a 3-star rating for a seller named Batman Ape. Unfortunately, she reacted poorly by sending me a rude message and blocking me. Even though the blocking doesn't bother me, my frustration stems from her unprofessional behavior throughout our transaction. She double-listed the item and failed to show up at the scheduled meeting spot, prompting me to purchase it through Mercari for security. Consequently, I suspect this is why she delayed shipping until the last day. Despite her listing stating the item was in "Excellent Condition," it arrived slightly dirty and with the tag cut off the doll. Additionally, the box was in worse shape than expected, with insufficient securing of the doll inside. I plan to address this issue myself. If given the chance, I would rate her even lower. I believe Mercari should consider making ratings anonymous to avoid situations like these where retaliation can occur.

I recently purchased a set of 5 statues on Mercari, but I am concerned about the lack of communication from the seller. I am struggling to reach out to them to clarify the situation. I noticed that someone on eBay has listed pictures from a Mercari seller, and I am uncertain which is the authentic one. I reached out to the eBay user to request different images, but unfortunately received no response. Interestingly, on Mercari, I observed the same eBay seller contacting the original seller regarding different photos and potentially buying what I intended to purchase. It seems like a potentially scam situation unfolding. I have already made my payment but remain anxious about the seller's lack of communication. Any guidance on how to contact them would be appreciated. They can be found on Mercari Jp. Thank you.

I am facing multiple issues on my selling page. There are two negative reviews that I believe are unfair. One review was about a vintage watch I sold, where the customer initially complained but later admitted the watch was working, just her misunderstanding. Despite resolving the issue, her negative feedback remains visible. The second review is regarding a Squishmallow sale. The buyer accused me of using the platform improperly, but I believe it was a miscommunication. Additionally, I have a frozen transaction for a pair of jeans on the platform. I would appreciate any advice on how to address these issues.

I am feeling extremely frustrated and on the verge of tears. I have been dealing with this issue for two days now. I contacted the seller to cancel my purchase, but she claimed to have already shipped it even though it was only a few hours later. She said I could return it once received. I have made numerous attempts to contact her, but she has not responded. When I tried to return the item, it just remained idle and wouldn't go through. Today, I tried again after being out of service all day up north. Unfortunately, when I got home, the window was closed. I have attempted to message the help center three times, but every time I try to send a message with pictures, it just hangs with the loading animation spinning for over 15 minutes. I am now stuck with a counterfeit Nike outfit and have been unable to resolve this issue through messaging. As a new user who signed up just three days ago, I am incredibly disappointed and may not use this service in the future. I hope to hear back soon as I do not wish to have paid $60 for a fake Nike product.

I purchased two Halloween cat head candy bowls (item ID m[redacted]7) from Mercari seller Bryanna23 on April 13, [redacted]. I made the payment through PayPal. Upon receiving the items on Sunday, April 18, I discovered that both bowls were broken in the box. I took several pictures of the damaged items, the box, and the shipping label. One of the bowls arrived in several pieces. It appears that the items weren't adequately protected with bubble wrap to prevent damage during shipping. The package was labeled as fragile and showed no signs of external damage. The seller shipped the items via FedEx SmartPost through Mercari. I have followed Mercari's instructions on how to file a claim for damaged merchandise during transit but encountered difficulties as a buyer. I believe it should be the seller's responsibility to file the claim directly with Mercari for reimbursement. I am seeking a refund of $19.47 for the purchase amount, tax, and shipping. I hope for a swift resolution and reimbursement process without unnecessary delays. Thank you for your assistance. Sincerely, Shaunda Perry.

Dear Mercari Customer Support, I need help with order ID: m[redacted]5. The seller, Mr. Chris DeRobertis, sent the wrong item. I ordered a Callaway Big Bertha War Bird 3-wood, but received a 5-wood instead. I have tried to return it on both the PC and app without success. On the PC, "My Purchases" shows no items purchased. On the app, I have an "Action required" notification to rate the seller, even though the item is wrong. When trying to return the item, the process gets stuck when I select "Wrong item." I am unable to add photos and my comments disappeared. I need your guidance to complete the return. Thank you, Mark B.

Since Saturday, my account remains suspended, causing great distress. Despite complying with Mercari's requests, submitting my ID, and awaiting approval, my account is still locked pending further review. An automated message cited my successful sales as the reason for the suspension, leaving me feeling vulnerable. Reading negative reviews from others with similar experiences has heightened my anxiety. Unable to conduct sales and lacking reassurance from Mercari's automated responses, I feel helpless and frustrated. Urgently needing access to my funds held by Mercari for essential purposes, I am emotionally drained by this ordeal. I implore Mercari to expedite the resolution process and provide me with the assistance of a dedicated specialist. My trust in Mercari has been shaken, and I seek reassurance that my money is secure. The lack of communication and delays in resolving this issue have left me in a state of distress and uncertainty. Please, Mercari, acknowledge my situation promptly and have a specialist reach out to me as soon as possible. Sincerely, Irma.

Hello, I wanted to share that my FedEx package was marked as delivered today, but unfortunately, I wasn't home to receive it. Despite them saying it was left at my door, I returned home to find nothing there. Living in the city, leaving packages outside isn't ideal as they can easily disappear. The sender didn't request a signature, and now the package is missing. I've already contacted the seller about this issue, but I am uncertain about the next steps. Should I request a refund since the package never reached me? I feel frustrated being both without the package and the money spent on it. Purchase item ID: m[redacted]0 Initials: M.S. Email: [redacted]

Hello, I recently requested to cancel my Mercari order for a used cellphone a few hours after placing it at around 4 am on the East Coast. The seller, who is located on the West Coast, ignored my cancellation request and shipped the item anyway. This is my first time using Mercari, and I overlooked the screen burn-in in the images. However, the seller's description was very basic and did not mention this issue, only suggesting that the buyer should pay attention. I believe sellers should be more responsible and disclose important details in the item description to avoid misunderstandings. I find it unfair that the seller did not mention the screen burn-in issue, which is not as obvious as cracks or scratches. It would have been helpful if this key information had been included transparently in the listing to make an informed purchase.

I received an item that is clearly counterfeit, which violates the Trademark Counterfeit Act of [redacted] according to the authenticator. Despite the threat to report to the FBI, Apple, and Beats, I declined as I didn't fully grasp the severity. The box, plastic wrap, manual, and charges case are of poor quality, covered in Chinese characters, along with a counterfeit lightning cable and poorly packaged ear pods. The absence of a warranty card is concerning. Overall, these ear pods appear to be cheap imitations worth $20 at a flea market, lacking a serial number and possibly illegal. I solely seek a return due to these issues.

I am encountering difficulties submitting a claim/complaint due to receiving error messages repeatedly. The problem lies in the fact that I was sent three broken mugs and one chipped mug due to insufficient packaging with only thin, recycled materials. This is the third case of such incidents within a week. Sellers on Mercari are exploiting a loophole by receiving credits, making sales, and evading accountability. These recurring issues are causing frustration and disappointment as it burdens me with additional expenses and inconveniences, especially considering my health condition, lack of transportation, and the risks associated with Covid-19. I urgently seek attention from a higher authority to address this matter promptly. Furthermore, compensation for my time, gas, and shipping fees is warranted, along with efforts to prevent further financial losses and dissatisfied customers for Mercari. I possess evidence in the form of receipts and photos detailing the unacceptable condition in which the items were received.