Mercari Customer FAQ

To log in to Mercari using just your phone number, open the app or website and select the option to log in. Enter your phone number and request a verification code. You will receive a text message with the code. Enter that code to complete the login process. If you encounter any issues, ensure your phone number is registered with your account.

Yes, you can cancel your order on Mercari if it hasn't been shipped yet. To do this, go to your order details and select "Request Cancellation." If the seller has already shipped the item, it cannot be canceled.

To upload an image to Mercari, go to the "Sell" tab in the app. Click on "List an Item" and you will be prompted to add photos. You can either take new photos or select existing ones from your device’s gallery. Ensure that you have good lighting and clear images, as this will help attract buyers. Once you have selected or taken the photos, you can proceed with listing your item.

We're sorry to hear you're having trouble with your refund. After a cancellation is processed on Mercari, it typically takes 3-5 business days to see the refund reflect in your account. However, depending on your bank's processing time, it might take up to 10 business days for the refund to show up. If it has been longer than this, you may want to check with your bank. If there's still no sign of the refund, then there might be an issue that needs further investigation.

If the buyer hasn't picked up their package, Mercari will try to remind them via notifications. However, the buyer has three days from the confirmed delivery date to rate the transaction. If they don't rate the seller within three days, Mercari will consider the transaction complete and pass on the funds to the seller. The three day period is also applicable for buyers to submit a return request if the item's not as described in the listing. If the buyer fails to pick up, the package may be returned to the sender.