Mercari Customer Service Issues

I canceled an order on Mercari, and they said if the seller did not respond by the 8th, Mercari would cancel the order. My records show I canceled before the seller shipped it. My phone is fine, and I always update when available. I feel like I was misled into buying something I didn't want. Mercari promised to help resolve this, but I haven't received any updates yet.

I have only used Mercari twice. The last time I placed an order, I was not familiar with their payment system. When I clicked "Buy Now," the website mistakenly used my mother-in-law's cancelled credit card for payment. I tried reaching out to the seller to rectify the payment mistake, but my account was already restricted, preventing me from contacting them. Despite reaching out to customer service multiple times via email and phone, their responses were unhelpful. I repeatedly asked them to lift the restriction on my account so I could settle the payment with the seller, but they instead threatened to ban me from Mercari.

I asked for a refund, but instead of receiving it back to my original payment method, I was given a credit for Mercari. I purchased The Sims 4 Island expansion pack for PS4, which I now need for Xbox. I tried to cancel the order right away. I don't need the game or a Mercari credit. Kindly process the refund to my original payment method, and I will return the game.

Dear Mercari Team, I recently received an item that was drastically different from what was advertised. The item appears to have prior damage that was concealed before selling. It seems like there were attempts to fix holes, rips, or deep scuff marks by smoothing, painting, and making it look presentable. Upon closer inspection and providing pictures, I discovered that one corner was repaired, and the damaged area feels rough to the touch. Additionally, I noticed paint on the bottom base, which, although slight, is still visible. The seller reacted poorly when I confronted them about these issues, leading to a breakdown in communication. I have already contacted my credit card company to initiate a dispute for a refund. Please advise on the return process. Thank you.

I placed an order earlier this week and expected it to arrive today. However, no package was delivered to me. After contacting the post office, they initially mentioned it was sent to the wrong address, but then informed me that the item was only 2oz, not a large box as expected. This situation appears to be a scam. I reached out to the seller about a possible incorrect tracking number but have not received a response. I am seeking to cancel the order promptly and receive a refund for the initial payment. I want to avoid being required to make another payment through Mercari/Zip for an item I did not receive. Please contact me urgently regarding this matter. Thank you.

I purchased an item from a seller on Mercari and received my package. Unfortunately, my phone was hacked, and I had to change my phone number. I am now locked out of the app because the verification code is being sent to my old number. I need to contact the seller to ensure they get paid, but I can't access the app. What should I do in this situation?

Dear Mercari, My name is Zveronica Armenteros. I encountered an issue trying to log in and provide my credit card information. I'm unsure why my credit card was canceled by you. Throughout my long history as a user, I have never had any payment problems. I've been informed that the issue has been resolved, but I need to clarify that my bank changed names. The new name on my bank account is PNC Bank with the ending digits [redacted] valid until 2/23. After spending years and a significant amount of money with your company, I find it disappointing that this problem hasn't been resolved. I appreciate your prompt response. Thank you, Zveronica

I sold high-end drones with accessories to a customer almost four days ago. I am still waiting for the rating. I reached out to customer service, and they assured me of an auto-rating, but it hasn't happened yet. There are two listings awaiting feedback. I pay my Mercari fees and expect the service to be provided as promised. I urge Mercari to fulfill their end of the bargain by auto-rating me promptly so I can receive my payment. Thank you for addressing this matter.

I purchased a towel warmer as a gift, specifying a different shipping address, but it was delivered to me instead. Now, I'm faced with the cost of resending the item, which I cannot afford. Additionally, the item was supposed to have free shipping, yet I was charged for it. The situation is frustrating and costly. Shipping the towel warmer back will nearly exceed the original purchase price. This experience has been disappointing, and I hope to avoid similar issues in the future. - J. Y.

I received my package, but unfortunately, upon arrival, I noticed some damage to the outside of the box containing my item. I took pictures of the box before opening it and discovered that the item inside was cracked, despite the seller labeling it as fragile. I am hoping to find out if I am eligible for a refund from UPS due to the damaged item, or possibly a shipping refund considering the circumstances.

I am facing issues receiving payments on Mercari because I am not set up for instant pay. Despite filling out all the required information and getting verified, my buyers are unable to make payments. I have lost over $[redacted] due to this ongoing problem. I have contacted customer support multiple times, but the issue persists. Currently, I have a buyer willing to pay $[redacted], but their payment is being rejected. I urgently need assistance to resolve this matter as I risk losing this sale and my trust in the platform. If this problem is not resolved promptly, I am considering closing my shop and switching to a different online marketplace.

I placed an offer for an "excellent condition Boleslawiec Polish Pottery Tealight holder, luminary snowman" from Vintage Picker, but my offer was declined and I encountered an issue when trying to place an order at the listed price. The message I received states that I cannot buy, chat, follow, make offers, or like items listed by this user. I am confused about what the problem is as I am keen on purchasing this item for the listed price.

Two months ago, a customer purchased a cosplay item from me. It was in excellent condition, bought at full price. The customer gave me a 5-star review and mentioned it was a Christmas gift. Recently, I discovered a missing piece from the order that I overlooked when packing. In an effort to make things right, I want to send the missing piece to the customer free of charge. Unfortunately, the customer has deactivated her account, leaving me unable to access her contact information. Additionally, the tracking number does not reveal the full address. Even the post office was unable to assist me in obtaining the address. I am hoping for a Christmas miracle that will allow me to reach out to this customer.

I returned an order through Mercari with the label provided by them. The package is currently held by UPS due to a missing or incorrect apartment number for the seller's address. Despite shipping it with USPS on 12/9/21, the item is now stuck at the UPS facility in Memphis, TN. UPS is requesting a phone number for the delivery address. I submitted an inquiry the same day I received the item on 12/8/21 and used the label sent by Mercari to ship it back on 12/09/21. The tracking information shows it was received by USPS on 12/9/21. I am unable to retrieve the shoes or receive a refund until this issue is resolved. You can verify this information with the tracking number provided by Mercari.

My username is Taylor Florchak. I have sold multiple items on the platform, but there are four items that I shipped and the buyers canceled the orders after receiving them. However, I have not received payment for these items, and they do not show up on my completed sales list in the seller dashboard on Mercari. I have tried reaching out to Mercari through email multiple times regarding this issue, but I have not received any response or resolution. I have tracking numbers as proof that the items were delivered to the buyers. It is concerning that buyers can cancel orders even after receiving the items without consequences.

I placed an order for AirPods Pro on 12-12-[redacted] with order number m[redacted]8. I paid $[redacted].19 for the item. I've been in touch with Bianca V via email, but I haven't received any updates or a confirmation number. I am still waiting for the product to arrive. I am getting frustrated and I want a refund. The amount is significant, and I need my money back. Please process the refund to my card promptly. If I don't hear back soon, I will have to consider taking further action. I do not wish to receive the product, I just want my refund. Thank you

Hello, my name is Heather Blakemore. I bought a Nike Men's Air Jordan shirt on December 13 for $14.90. I received it on December 17, but it was too small and had armpit stains. When I reached out to the seller, they were unhelpful and suggested I should just resell it. I raised the issue with both Mercari and my bank. I was given a $14.90 credit on Mercari, but I prefer to have the money refunded to my bank account. Despite spending the entire day on Sunday exchanging emails trying to resolve this, no one seemed to understand my request. Unfortunately, my other order for a $21.50 shirt placed on December 17 was canceled without my consent, as it was meant to be a Christmas gift. I feel frustrated that my concerns were not addressed, and now I am out of a Christmas present. I want the $14.90 credit on Mercari to be refunded to my debit card and the $21.50 to be returned to my bank account. This experience has left me disappointed and less inclined to continue using your services.

I sold 37 hand soaps to my buyer on December 6th. The package I sent was delivered to Mercari Facilities in California though it was meant for CarpenterKville, Illinois. Despite contacting support on December 13th, they confirmed the delivery to California. However, since then, I haven't received any responses from Mercari regarding the situation. I reached out multiple times but have not heard back since December 14th. Can anyone provide assistance and clarify the current status of my delivery issue?

I listed a weaving loom on Mercari for $[redacted]. Thomas showed interest, and I anticipated shipment details. An email from [redacted] prompted me to purchase Vanilla Gift Cards for additional funds for insurance. I trusted it because it had "Mercari" in the address. After contacting Mercari.com for help, I was informed about system changes and offered a refund through a Vanilla Card. A subsequent email mentioned FBI and IRS involvement, resulting in a $[redacted] scam. I believe Mercari should reimburse me for the loss. Sheila H.

I'm having trouble finding the offer mentioned in the email you sent me. I've attempted to counter offer, but when I access my account directly or through the link in the email in my iCloud account, I cannot see any offers. My inbox on the Mercari app is completely empty, and I am unable to view, counter, or take any action on the offer. It's crucial because the offer expires at 9:30 tonight, and I don't want to incur additional charges for assistance. I have already responded to the two emails you sent to my iCloud account regarding the offer, but there is still no sign of it. Despite reaching out via email and asking for help, I haven't received a response. This is my first time using this app, and this initial experience is quite frustrating.