How do I get through the phone menu to a real 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
"Please use your keypad to provide the user ID as associated with your account.
You can locate your user ID on either the app or the web by navigating to your profile page.
We were unable to locate your account based on the phone number that you're calling from."
Excerpt from a call with Mercari
Thursday, March 28, 2024 3:32 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 580 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 Thursday, which averages 25% more phone calls by comparison.Again, this is based on a sample of 580 calls made with our AI-powered, web-based phone in the last 90 days.
Mon
Tue
Wed
Quietest
Thu
Busiest
Fri
The shortest wait on hold
We measured the shortest hold times to be on Thursday.The longest wait in the queue on average occurs on Monday.
The best time to call
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.
Why call this Mercari number?
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?
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
Trouble locating account: "Struggling to find my account using my phone number."
- From a call lasting 3m 17s , Mar 19, 2024 6:36 PM
No specific issue: "The CALLER simply said 'Okay.'"
- From a call lasting 19s , Feb 19, 2024 5:35 PM
Issues with instant pay: "Having trouble with instant pay, says my address and name on my debit card don't match."
- From a call lasting 10m 24s , Feb 3, 2024 1:29 AM
Order cancellation request: "I just wanted to cancel an order. I placed it, and it's never been responded to."
- From a call lasting 5m 33s , Feb 1, 2024 10:31 PM
Request to speak to someone: "I need to speak to someone."
- From a call lasting 1m 46s , Jan 26, 2024 9:50 PM
Name clarification: "I'd like to clarify my name as Kathy Carol, k a t h I e, Carol."
- From a call lasting 3m 29s , Jan 4, 2024 11:04 PM
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.
More Ways to Contact Mercari Customer Service
There are of course other ways to contact Mercari customer service besides the phone. Below we list the best ones, by medium.
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, 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.
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.
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 Missing Order, Refund an Order, Damaged or Missing Item, Trouble Receiving a Payment, Can't Contact Seller 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.
