Mercari Customer Service

Phone Number & Contact Info

Mercari's Best Phone Number

Toll-free·Calls Customer Service·Most popular Mercari number

How do I talk to a live human at Mercari?

A:Calling this Mercari number should go right to a real human being

Does Mercari offer 24 hour customer service?

A:Not at this number; hours here are Mon-Fri 8am-6pm PST. The least busy day is Wednesday, and the most busy day is Monday.

How long will I wait on hold?

A:We don't expect that you will have to wait to talk to a person. This is a direct line. How is this calculated?

How do I get through the phone menu to a live person?

GetHuman researchers routinely call this Mercari phone number to document the phone system.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest: Calling this Mercari number should go right to a real human being
Here is how our research team describes the way the Mercari phone system greets you: Hello, thanks for calling Mercari. For quality assurance and training, this call may be monitored or recorded. Your account information was unable to be located based on the phone number you're calling from. Please use your keypad to provide the user ID associated with your account.
Below are some clips we've found from Mercari's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:

Heard when the phone system first answers

"Hello. Thanks for calling Mercari. For quality assurance and training, this call may be monitored or recorded. One moment while we locate your account information."
Excerpt from a call with Mercari
Monday, January 8, 2024 4:41 PM

They may need the phone number on your account

"Hello. Thanks for calling Mercari. For quality assurance and training, this call may be monitored or recorded.
To better assist you, we need to locate your account.
Is the number you are calling from the one associated with your Mercari account?"
Excerpt from a call with Mercari
Monday, June 17, 2024 4:15 PM
In fact, much of this information on this page is superfluous because this Mercari phone number is a direct line to a human being. The line is well-staffed and you should anticipate a very short wait on hold or none whatsoever, as long as you are calling during business hours.
We don't know of any phone menus you would encounter when calling either.

What are the hours and when should I call?

Mercari operates the call center for this 888-325-2168 phone number Mon-Fri 8am-6pm PT. The short answer is that you should call on a Wednesday. This observation and the following section are based on analysis of a sample set of 948 calls made in the last 90 days using our free, web-based phone (see above).
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this Mercari phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like Mercari staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.

The least busy time to call

The least busy day to call Mercari is Wednesday. The most busy day to call is Monday, which averages 30% more phone calls by comparison. Again, this is based on a sample of 948 calls made with our AI-powered, web-based phone in the last 90 days.

The shortest wait on hold

We measured the shortest hold times to be on Tuesday. The longest wait in the queue on average occurs on Thursday.

The best time to call Mercari

In summation, the best day to call Mercari is Wednesday. This is not the day with the shortest wait on hold in the phone system, but we still recommend it for its ideal combination of low call volume and short hold times. Plus we believe that Mercari staffs the call center well on Wednesday.
Once again, please put this information in perspective because this phone number has no phone menu or long waits. It generally gets picked up right away if calling during their opening hours. If there is any way, it will typically be very short.

Calling this Mercari Customer Number

Christian Allen is the editor / author responsible for this content.
Aug 10, 2023

Mercari promises 24/7 support, but it's important to note that this doesn't mean phone support. Their phone lines don't open until 8 am PST, which can be an issue if you live in a different time zone or have a pressing issue. In this case, an email is the only option, but you might have more luck just waiting for the phone lines to open versus waiting for our email to get read by support. 

While I was annoyed that I had to wait to talk to someone from Mercari in person, I was pleasantly surprised to be greeted by a friendly automated system that was able to look up my account immediately by my phone number. After a standard greeting, it asked me to wait a few minutes while it looked up my phone number to see if it could find my account. 

About 30 seconds later, it read my name and asked if this was the correct account. It used my phone number to find my account, so if I had called from a different line, this feature would not have worked, but it really streamlined the experience, and I didn't have to spell or enter anything to confirm my identity. 

Once my account was found, it gave me several options, which included talking to someone about a purchase, talking to someone about a refund, reporting fraud, or another problem. I wanted to ask a question about my account and a payment that had not yet been processed, so I chose the other option. Sometimes when you select the "other" option, you end up on hold forever, but that wasn't my experience with Mercari. 

It took about three minutes, and then a friendly representative picked up the call and asked how they could help me. I will note that they called me by my first name, which was a nice personal touch as part of the introduction. It also showed that they looked at my account before answering my call. 

They asked me a few questions about the payment in question and why I was concerned. I noted that the seller had stopped answering my questions and blocked me, and now I wanted to stop my payment from processing. In the end, they told me there was nothing they could do on their own but advised me to call my credit card company to stop the payment, which I did successfully. 

While the customer service agent was not able to directly solve my problem, the experience was pleasant enough that I would not hesitate to call again if I had an issue with Mercari. 

Christian has been writing about long hold times and customer service call center experiences since 2010. He's been featured in Bloomberg, the Wall Street Journal and the Boston Globe.

Why Customers Call Mercari

If you have time to do a bit of reading before you call Mercari, we recommend you read over some of our problem-specific articles.

Are there any fees for selling on Mercari?

Yes, there are fees for selling on Mercari. When you successfully sell an item, Mercari charges a flat 10% fee based on the sale price, excluding shipping. This fee helps cover the cost of payment processing, customer support, and the platform's overall maintenance. Moreover, Mercari may also charge additional fees for certain optional features or services, such as promoting your listings or offering expedited shipping. These fees are clearly communicated during the listing process, allowing you to make informed decisions. It's important to note that Mercari does not charge any listing fees, so you can freely create and post items for sale without incurring any upfront costs.

What is Mercari's return policy?

Mercari offers a buyer protection policy to ensure customer satisfaction. If you receive an item that significantly differs from the listing description or is damaged, you can request a return. Buyers have three days from the delivery date to initiate a return request through the app. The request must include clear photos demonstrating the issue. Once initiated, sellers have two days to respond and can either accept the return or provide a valid reason for denial. If sellers accept, buyers must ship the item back within five days with a tracking number. Upon successful return, Mercari issues a refund, including the original shipping cost. However, if sellers do not respond or the return is unjustifiably denied, buyers can escalate the case for Mercari's involvement to resolve the issue fairly.

Can I cancel an order on Mercari?

Yes, you have the ability to cancel an order on Mercari, but it must be done within a specific timeframe. After successfully placing an order, you can only cancel it within the first few hours before the seller ships the item. To initiate the cancellation process, go to your "My Orders" section, locate the relevant order, and select the option to cancel. Prompt action is crucial as once the item has been shipped, cancellation becomes unavailable, and you will need to proceed with the return process. Remember, cancellation for items purchased through the Mercari Now service is not possible, and it is advisable to communicate directly with the seller if you encounter any issues before pursuing cancellation.

Top Mercari customer service problems

Click the link above to get answers to just about any Mercari customer service question, including step by step guides for the most complex issues. You can also detail a new issue and get answers instantly.
Below is a sample of recent calls to Mercari, and their purpose. Are any of these similar to the reason you are trying to call?
No specific issue: "No."
- From a call lasting 1m 55s , Jun 17, 2024 9:07 PM
Tracking issue with customer: "He's telling me you guys sent him the wrong tracking information."
- From a call lasting 28m 27s , Jun 7, 2024 6:17 PM
Technical difficulties: "Hello? Can you hear me?"
- From a call lasting 6m 8s , Jun 7, 2024 5:57 PM
Quality monitoring disclaimer: "This call may be monitored for quality assurance and training purposes."
- From a call lasting 5m 7s , Jun 5, 2024 4:29 PM
No clear purpose: ""
- From a call lasting 1m 55s , May 21, 2024 10:21 PM
Unclear purpose: ""
- From a call lasting 2m 10s , May 21, 2024 3:27 PM
Listing stolen, need help: "Someone posted my pictures and listing for an item I sold on Mercari without my permission, it must be a scam."
- From a call lasting 19m 15s , Apr 2, 2024 7:02 PM
Quality concern: "I would like to discuss a quality concern I have with a recent purchase."
- From a call lasting 24s , Mar 28, 2024 7:48 PM
Account assistance needed: "I need help with my account and we are confused with multiple accounts in the same household."
- From a call lasting 9m 13s , Mar 25, 2024 4:49 PM
Legal advice on dog injury: "Is there any proof that Mr. Beverly's dog caused harm to anyone?"
- From a call lasting 4m 54s , Mar 22, 2024 9:47 PM

More Mercari Customer Service Contacts

There are of course other ways to contact Mercari customer service besides the phone. Below we list the best ones, by medium.

Mercari Customer Email Addresses

contact@mercari.com - Customer Service
Use this link to email them for help
Corresponding with a customer service department by email may not be your first choice, especially if your issue is urgent or time-sensitive. But email is a nearly ubiquitous form of communication, and Mercari will reply our your email.

Mercari Customer Service on X (formerly Twitter)

@mercari_app - Customer Service
Use this link to Tweet them for help
Mercari, like many companies, provides customer service on the X platform (formerly Twitter). While it rarely entails live dialogue with a customer service rep, this channel can yield rapid response times and can be a useful option if you have an X/Twitter account.

Mercari Customer Service on Facebook / Messenger

facebook.com/MercariApp/ - Customer Service
Use this company Facebook page to get help
Some customer service teams, like that of Mercari, accept inquiries through Facebook Messenger. This is a good option if you have a Facebook account, and you may even be able to converse live with an agent this way.

Mercari Customer Help Desk / Web Support

mercari.com - Customer Service
Use this link to get help with your issue online
As a last, sometimes only, resort- Mercari customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.

Conclusion and closing notes

This is Mercari's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Mercari agent. This phone number is Mercari's best phone number because 51,558 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 888-325-2168 include Trouble Receiving a Payment, Missing Order, Refund an Order, Can't Contact Seller, Damaged or Missing Item and other customer service issues. The Mercari call center that you call into has employees from Tampa, FL / Dominican Republic and is open Mon-Fri 8am-6pm PT according to customers. In total, Mercari has 1 phone number. It's not always clear what is the best way to talk to Mercari representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.

GetHuman does not provide call center services or customer support operations for Mercari. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Mercari. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.

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