Contact Mercari Customer Service

Mercari generally releases payment after the buyer rates the transaction or the 72-hour rating period following confirmed delivery ends. If the buyer has not rated the order and the payment remains unavailable beyond this period, check the transaction status and contact customer support.

Buyers must report an item that is significantly different from its description, damaged during shipping or inauthentic within 72 hours of confirmed delivery. Submit the request through the Order Status or Rating page with photographs showing the problem. Mercari reviews the evidence before deciding whether to approve a return.

Mercari may apply a shipping adjustment if the package's actual weight or dimensions differ from the information provided when the shipping label was purchased. Sellers should check the package measurements, weight and selected shipping method before listing an item.

Mercari may restrict accounts when its systems identify suspicious activity, payment concerns or possible violations of its marketplace rules. If your account has been limited or closed, contact customer support and request an explanation. You may need to complete identity verification or provide additional account information.

Check the tracking information and confirm whether the carrier has recorded a delivery or shipping exception. If the package is missing, report the issue through the transaction's Help section and provide the shipping label and tracking details. Sellers using Mercari shipping labels should also review the applicable Shipping Protection conditions.

For listings created or updated under its current US fee structure, Mercari charges sellers a 10% selling fee on the item price and buyer-paid shipping. Buyers pay a 3.6% Buyer Protection fee on the same combined amount. The applicable charges are displayed during listing and checkout.

Withdrawal problems may occur because of incomplete identity verification, incorrect bank details or account restrictions. Check your payment information and account notifications first. If the balance remains unavailable, contact Mercari's payment support with the transaction details and withdrawal history.

Mercari generally does not accept returns because a buyer changes their mind, dislikes the item or finds that it does not fit. Returns are considered for qualifying problems such as significant differences from the listing, shipping damage or suspected counterfeit products. Requests must be submitted within 72 hours of confirmed delivery.

After a returned item is delivered to the seller, Mercari processes the refund within 14 calendar days. Once processed, refunds to the original payment method generally take another 5–10 business days to appear, depending on the financial institution.

Contact Mercari through its Help Center or telephone support and provide your transaction details, payment records and previous case references. If the issue remains unresolved, you can document your experience on raiseacomplaint.com to inform other marketplace users.