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Mercari Customer FAQ

Top Answers & How-to Guides

What is Mercari's Phone Number?

The question we are asked most often is about how to talk to Mercari customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.
Ask any question you have about Mercari customer service, get an answer now.

Recent Mercari Customer Questions

How to log in with only phone number

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.
Asked Oct 24, 2024 11:04 PM

Is there anyway that I can cancel my order. If it’s too late I understand completely

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.
Asked Jul 18, 2024 6:55 PM

How do I upload an image to Mercari?

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.
Asked Jul 3, 2024 4:44 PM

I haven’t received my refund for a canceled transaction

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.
Asked Mar 13, 2024 8:40 PM

Buyer has not picked up their package

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.
Asked Mar 10, 2024 5:31 PM

Help me with my Mercari customer service issue

Payments and Fees

How do you receive payment on Mercari?

If you are new to Mercari, or if you just need a refresher on the platform, we detail the ways you can easily receive payments...

How long does it take to receive payment after a sale on Mercari?

After a sale on Mercari, payment is released once the buyer confirms receipt and satisfaction. This process usually takes up to...

Are there any fees for selling on Mercari?

Selling on Mercari incurs fees based on the final sale price, generally around 10 percent. Additional processing fees may apply...

Order Issues

What Do I Do If My Mercari Order Was Lost or Damaged?

Mercari packages usually arrive safely at their destination but when they don't, you can raise the issue with the online...

How do I get a refund from Mercari?

If you need to get a refund from Mercari, we can help guide you through the process. Here's everything that you need to know to...

What should I do if I receive an item that is not as described?

If an item received does not match the description, the user should first compare the item with the listing details. If...

What happens if a buyer doesn’t receive their item?

In the Mercari marketplace, if a buyer does not receive their item, they should first check the tracking information for...

Contact and Communication

What Do I Do If I Can't Contact a Seller on Mercari?

With Mercari, it is possible for buyers and sellers to communicate directly. If you are having difficulties reaching your...

How do I leave feedback for a seller or buyer on Mercari?

To leave feedback on Mercari, ensure the transaction is complete, then go to your purchase or sale history. Find the...

Order Management

Can I cancel an order on Mercari?

Orders on Mercari can be canceled under certain conditions. Buyers can easily cancel if payment is not made, but if the payment...

What is Mercari's return policy?

Mercari's return policy promotes a positive experience by encouraging careful item evaluations. Buyers can return an item...

Can I negotiate the price with a seller on Mercari?

On Mercari, buyers can negotiate prices by making offers on items. By clicking the "Make Offer" button, a buyer can suggest a...

Seller Tools

How do I promote my listings on Mercari?

To promote listings effectively on Mercari, sellers should focus on using high-quality images and detailed descriptions....

Is there a verification process for sellers on Mercari?

Mercari has a verification process for sellers to enhance security within the marketplace. New sellers often need to provide...
We look to the Mercari issues that customers have reported to GetHuman to decide which questions are the most common and how much time to spend researching how to solve them.
Mercari issues reported to GetHuman

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