Mercari Customer Service Issues

I need to speak with a live representative without being charged for assistance. It's frustrating to have to pay extra for help when the app already generates revenue from our purchases. This experience is terrible, and I am considering deleting the app. I am very angry. I want to communicate directly with a person, not be directed to a useless link that may cut me off and require payment for support.

I attempted to accept an offer from "All Things Beautiful" for a Gskyer telescope. The checkout process went smoothly until the final step, where I was notified that the purchase is not available in my area. This was confusing, as it was not a local listing and shipping costs were included. The seller, All Things Beautiful, is also perplexed by this issue. I kindly request a review and guidance on this matter. Your quick assistance would be highly valued. Thank you. Ellen Warmstein.

I bought a Microsoft Office [redacted] Pro Plus lifetime license key from the seller nnhl0ba2 on 12/24/21. On 12/25/21, the seller emailed me a link to download the program, but the product key was missing. After reaching out, the seller provided a key that turned out to be used already when I tried to activate it. Now, I am left with unusable software, and the seller seems to have blocked my messages after I raised the issue. I would like a working product key for activation, but if that's not possible, a refund would be acceptable.

I purchased an item on either December 9th or 10th, I was charged for it, but I have not received the item. I have tried to contact the seller, and while she was responding to my messages previously, she has not replied to my last two messages in the past two days. I was charged $[redacted].13 for an item I never received. I am confused about the process because I thought I had to rate the seller before making a payment. The seller mentioned a mail delay at one point, but it has been a while, and I still haven't received my item. Can you assist me in resolving this issue? Thank you.

Hello, I made a purchase on Mercari, but the seller didn't ship it. I opened a cancellation request a week ago. Mercari told me to wait 3 days for the seller to respond and that if they didn't, the order would be canceled. After waiting those 3 days, I was told to wait another 2 days for the same reason. Now, after waiting those extra 2 days, I'm being told the same thing again - to cancel the order. It's clear that it will just be more of the same. They keep asking me to wait for the seller to respond, but it's becoming frustrating. What's going on? Here is the ID number: m[redacted]0.

I've been trying all morning to reach out to the seller (Skyliner Family) to return and get a refund for my item, but no luck so far. Also, I managed to create a new password and username successfully. However, when I attempt to log in, the system is not accepting it. The message I receive says something about not being able to log in on a new device when there is an existing account, which doesn't make sense as it's the same device. The order number I'd like to return is m[redacted]7.

I received a notification that an item I listed was canceled due to authenticity concerns. The item, Apple AirPods Pro, which I believe to be [redacted]% authentic, was already shipped to the buyer. I am concerned that the buyer may now doubt the legitimacy of the item. I am unsure how to proceed in getting the item back or ensuring payment for it as I cannot reach anyone for clarification. The email I received mentioned the Prohibited Items Policy and the removal of the listing. It also mentioned the possibility of holding funds and reviewing transactions in such cases. I value the safety of the Mercari community but feel frustrated by the situation. I hope to find a resolution soon. Thank you, JM

Good afternoon. I need some assistance clarifying a confusion with my recent purchases. I made two orders on 12/23/21, one for 26 Cherry polished garnets. However, I have received items that do not match my order at all. I am unsure if there was a mix-up in shipping or if the wrong items were sent. I hope to resolve this issue promptly and reach a satisfactory solution. I have already contacted the seller on Mercari, but I wanted to also inform Mercari customer service to ensure a resolution. Thank you for your attention. -Romeo

My account was closed on January 2, [redacted]. Before this, I had two sales in transit to their destinations. Both orders have been delivered, but only one has released my funds. The other is awaiting acceptance/rating. Mercari accused me of selling counterfeit items. I promptly provided proof and documents of the listed items, but they still closed my account and have not released my funds. I no longer want to be associated with this platform due to their unprofessionalism. I simply want the funds from items sold before this issue to be released, or I request the return of the items I sold.

I recently sold a new item, but the buyer wants to return it, claiming it was not as described. I have evidence, including photos and proof of shipment, that the item was as described and in new condition. However, the buyer has not returned the item yet and my account has been limited by the platform. I am unable to track the item or address the issue properly. I believe my account should not be penalized for a mistake made by the buyer or the platform. I have been ignored multiple times before my account was limited, and I demand a resolution where my rights are respected. The platform should either return my item in its original condition or compensate me accordingly.

I posted a face mask on my Mercari account, PJ_Merch_206. Soon after, I received an alert stating the item I listed is not immediately available. I am certain the product is on hand, and I even emailed images of it. I take pleasure in selling items on your platform and have not breached any terms or conditions leading to account closure. I kindly request the matter to be resolved promptly, and for my account to be reinstated. Thank you. Hello, We removed your listing as it seemed to describe an item that is not currently in your possession, violating our Prohibited Conduct Policy. Mercari mandates that all items listed must be in the seller's possession and ready to be shipped directly to the buyer. Due to repeated warnings, your account privileges are restricted until its closure. While your account remains suspended, you can fulfill ongoing transactions to ensure buyers receive their items and you receive payment. Your account will only be closed once buyers confirm receipt of their items and rate you. Once all transactions and payments are settled, your account closure will proceed. Best regards, Jamie

I received a counterfeit item and initiated the return process. However, the seller claimed the address they provided Mercari is incorrect. After updating the address in the UPS app, the seller disputed the corrected address as well, which seems suspicious. This is concerning as the seller has a history of successful transactions on Mercari, indicating a deliberate attempt to hinder the return process by providing false information. The seller is now behaving provocatively.

Email: [redacted] I am unable to access my account, where I bought a NEW Amazon Fire Tablet that I am trying to return. The tablet has not been received back, and my account was closed after the person who wanted to return it claimed it was damaged, even though I have evidence from the pictures I provided when I sold it that it was in new condition. I only sold the tablet as described, but now the return has been accepted under unknown circumstances. I need assistance to resolve this issue promptly and accurately, as my account was closed without justification. Please address these errors and the damage claim properly. Thank you. Contact me at 1([redacted])-[redacted]. - Jamie

As a seller on Mercari, I encountered an issue with a buyer regarding two watches I sold. The buyer requested to cancel the purchase due to a shipping delay on Mercari's site. Despite informing the buyer that both watches and a special holiday gift were already shipped, and the buyer expressing excitement for the items, one watch's payment was initially deducted from my account by Mercari. When I contacted Mercari's support, they mentioned the transaction was canceled per the buyer's request. I clarified that the request was made before the buyer knew both watches were sent together. Despite my efforts to explain the situation, Mercari suggested I hadn't sent both watches. I insisted I did by shipping them together. I've asked for assistance through different means like reaching out to management, requesting reinstatement of deleted chats with the buyer, and a review of the package's weight, but I have not received adequate follow-up even after several weeks. I rely on sales as my source of income and am now in urgent need of resolving this to receive payment promptly.

Subject: Urgent: Issue with Order ID: m[redacted]4 - Vintage Wooden Jewelry Box I urgently need assistance with submitting a return request for a vintage wooden jewelry box I purchased on 12/30/21 at 12:52 PM, under Item ID: m[redacted]4. Each time I try, I encounter the same error message: "Error: Sorry, there was an error submitting your inquiry. Please try again in a few minutes." It's crucial for me to return the damaged item within three days of its delivery. If this deadline passes, Mercari will finalize the sale without addressing the issue. The photos clearly show the extensive damage to the jewelry box, making it unusable with severe breaks in the wood and the back nearly detached. I kindly request a full refund promptly. Your immediate attention to this matter is greatly appreciated. Thank you, K. R. [redacted]

I sold multiple items to the same buyer and originally all 10 items were purchased separately. I contacted the buyer, and we agreed to combine the 10 items into one bundle. I canceled the individual transactions for the items. However, when I tried to notify the buyer of the new bundle, I was locked out and blocked. The buyer was refunded for each individual item, but Mercari prevented me from completing the bundle transaction for $[redacted].00, the total amount for all 10 items. The buyer was aware of the bundle and was ready to purchase it. I am seeking assistance with resolving this issue. Thank you for your help. Regards, S. Mirizio

Hello, I want to share my recent experience with a buyer on Mercari. I sold 10 gold ornaments, and the buyer decided to make 10 separate transactions. I reached out to her to suggest combining them into one bundle for the same total amount. However, to create the bundle, I first had to refund the 10 individual transactions. Once I processed the refunds, I tried to contact the buyer to proceed with the bundle purchase, but Mercari unexpectedly prevented me from messaging her. I had listed the bundle for sale at $[redacted].00, but due to this issue, the transaction couldn't be completed. I am eager to resolve this matter and would appreciate any assistance. Thank you for your prompt attention. Best regards, S. Mirizio

I am experiencing an issue with a customer who received a different coin than the one I sold, claiming it was not as described. The customer provided a photo of a four-legged buffalo nickel instead of the three-legged one I listed, without showing the reverse side that would have confirmed the coin's identity. I pride myself on being an honest seller with a strong track record in numismatics. It is frustrating to deal with buyers who may not have the best intentions when making claims about items received. The pictures provided do not match the coin sent, and it seems like an attempt to misrepresent the situation for a refund. I appreciate your attention to this matter and value my reputation as a seller.

When I browse your website for jewelry, I often come across misleading advertising. For instance, a piece might be described as a "Beautiful vintage gold and diamond ring" in the title, only to reveal in the description that it's actually "new, plated gold over silver, or AAA cz." This discrepancy feels like false advertising, leaving me frustrated and wasting time. I believe sellers should accurately describe the jewelry from the title onward, following guidelines to clearly represent the gemstones. Transparency in labeling, such as specifying if items are "real" or "simulated," would greatly improve the browsing experience. Despite these issues, your site remains a personal favorite of mine. I appreciate finding unique pieces for myself and others, but I hope to see more accurate and transparent listings in the future to alleviate customer frustration and disappointment.

I bought Countertime Eye Cream with ID[redacted]5 and would like to return it. I've attempted three times to submit my request, but the 'submit' button isn't working. I also left a voicemail but forgot to include the ID number. I want to leave a rating but prefer to address my concerns first. I will try to extend the rating time online. The product doesn't seem brand new. The lid had product on it due to a lack of cover over the cream. The jar seemed hand-filled unevenly, and there was a circular sticker with a smudge resembling a fingerprint. The product looks different from what I ordered from Countertime online. I'm not trying to discredit the seller but am uncomfortable keeping this item. The packaging was good.