If the buyer doesn’t rate you or fails to submit a return request within those three days, Mercari gives you an automatic five-star review for the transaction. The seller has not shipped the item. If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. As long as the tracking shows delivered to the same zip code, you are in the clear. I did send her the screenshot of tracking and receipt. Thanks for responding. false Essentials of the Mercari Refund Policy. They know it shows as delivered as well as they have access to tracking. Sellers are of course advised that it is best to send everything tracked. Thanks to all that responded, very helpful! It’s annoying. First, it is absolutely free to list items in Mercari. I contacted customer service could not file a complaint did not recieve payment. I was really worried about this situation. If the buyer claims they received an empty package, ask them to contact us via the Help Center. Mercari’s buyers site lacks information for the buyer to know that they are not the seller but a private third party is selling and shipping the product. Help for New Sellers. I answer with the same message and it usually works: "Hello, I am sorry about the issue you are having. I used Mercari label and the item clearly show it is in transit - she wants a refund. The screen was cracked and no longer straight. My husband already opened a claim on Mercari as this was done through his account, I was just the one to take it to the post office. Update: the buyer informed me today that the package arrived. Any advice is greatly appreciated. He then refused to sell to me or accept text messages. I had a seller willing to work with me since an item I received was sent broken- she was happy to refund me but mercari didn’t allow us to correspond or fix the transaction because they decided it was closed. Literally in a pool of rage right now. That has happened to me a couple of times as a buyer only to have my package arrive a day or two later, and I've also had to deliver boxes to their proper owners several houses or even streets away that were misdelivered to my address as well. Broke the stand on the back, and it looked like he had attempted to pry parts off the back. Then Mercari will not release your profit to you until the item is received. I ship almost … For example, a buyer may claim they never received an item (when they did) and get their money refunded by Mercari, thus cheating the seller out of a profit. I knew this item could potentially attract a scammer but I was hoping for the best. The first one did not describe the color accurately and mercari would not respond. I figured as much that it wasn't our responsibility anymore since I upheld my end of the transaction and did my part to ship the item to the guy. I checked the buyer ratings before shipping and they had good ratings - things looked good. New comments cannot be posted and votes cannot be cast. You will be able to request compensation in the following situations: The item you received is damaged; The seller sent a different item … If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab . On another case, buyer said item was damaged I shipping. and the item was a fake, not real human hair, and not the correct style. The buyer received the item, didn’t send me a message until she cut it up into pieces to propagate because she said they were almost dead and informed me of what she did 7 hours after receiving the plants. Item is not as described – an example would be if you received an item listed as new but is used or an item that was listed as a size large, but you receive a small. Not a big deal but I asked the seller about the charge. We’ll thoroughly investigate the situation and require proof that the package was delivered empty … Very unresponsive. 1,156 reviews for Mercari, 1.5 stars: 'I attempted to make a purchase from Mercari.com. It was accepted by buyer. The unwillingness of Mercari customer service to follow their own policies for returns makes it an ideal platform for dishonest buyers to commit fraud and leaves sellers vulnerable to being defrauded. Want a refund I received an item today that I purchased on Mercari app. I've had 2 sales on Mercari and both were purchased by scammers. false If your buyer received the item damaged, unless you want the item back ask for photos of the broken item and packaging so you can file an insurance claim (it may or may not be honored if USPS decides the packaging wasn't sufficient). I refused and Mecari facilitated a return. If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. Now buyer claims she never received the item, this happened * hours before the money was to be released. If you did then so long as the tracking proves that the item was successfully delivered to the address provided on the PayPal confirmation of payment e-mail the buyer will have no way of being able to win an Item Not Received case. Sometimes packages are marked as delivered but the postal worker forgot to actually deliver it, these usually show up the next business day. Whereas some will begin a payment transaction at the moment of purchase, Mercari does not release payment to the seller until the buyer confirms that they have received the order. I was told no refund because the weight was wrong. Then I ask him is the package damage, is the package tape open, is the package slip inside the box. Buyer received the item, M*****, messaged the seller, (me) that ... signed for by L. Devoue. Third, send the item to the buyer. In the event that you haven't entered the tracking number against the item in question go back and do it now. That's the whole point of tracking. On July 10th, buyer submitted a return request. i bought an item from china, my 1st mistake. If he can't find the package in the store, he will have to take it up with Royal Mail. Paypal say a claim can be lodged under buyer (seller) protection. Sell on Amazon. Thanks for the advice. they told me to send the item back, or, i would not get my money back. The overall rating of the company is 1.9 and consumers are mostly dissatisfied.. Hard to say what has actually happened. The seller has not shipped the item. Hopefully it arrives tomorrow. You used a carrier and method they recommended. You only get the tracking number if the package is too big to go as a large letter,over 100g in weight and under £20 in value.. Report Inappropriate Content. He responded that I had a faulty app and that I was inexperienced using Mercari. I asked EBay about this and they are saying that Hermes issues the Claims code and that it means they could not deliver the parcel and are waiting for the customer to use the code to claim the parcel from them. Thanks for the response. Glad to know Mercari “should” take my side since the tracking shows delivered. A place to discuss tactics and success stories of buying things for a low price and selling them for a higher one. Kristy Lee Recommended for you. On July 5th, buyer purchased NWT Lululemon train times crop. Item sent using stamps, buyer waits one days after the 14 days RM advise to wait until it’s assumed lost before advising not received…? Merc should take your side since USPS marked the item delivered. Buyer bought an item on 30th November and have messaged today 8th February claiming the item didn't arrive, that's 70 days since dispatch on an item estimated to take 2-3 days to arrive! so, i did just that, shipping cost me another $19.00. Do a better job at informing the buyer that Mercari is not a Retailer. The buyer had one negative as a Seller. As a seller I had a item our chases then returned but recieved a empty envelope with nothing in it and Mercari said my item was not described well enough. I did tell the buyer to check her mailbox again just in case it was missed. UKBookEmporium1 2013-02-09 12:18:14 UTC #1. Buyer claims they received an empty package - Mercari: The Selling App We’re here for you. Kept on lowering price. Mercari is not a place for very low-end items like ($1 to $15) because you have to pay a 10% fee to Mercari and then for shipping as well, and even if the buyer pays for shipping, it’s still not worth it. AP say he will need to lodge a complaint with them, taking in the envelope so they can invetsigate (I can't initiate it as I don't have the envelope). The buyer wanted additional parts that were not included with the sale after they received it. If an item you ordered hasn't turned up yet, you should check your Purchase history - opens in new window or tab in My eBay to see if the seller has marked it as shipped, track your item or contact the seller directly if tracking is not available. The buyer contacted me when she received the item and claimed it was crushed, damaged, sticky stuff all over it and it was scratched, NOT NEW, etc, you get the point. Dear all, This is my first post on this forum, so please bear with me! Refer to photos to see buyer's claim. You did your job and the item was marked as delivered. I never received anything. Maybe it will show tomorrow then. Thanks! The seller needs to take it up with USPS and/or Merc. On hold with USPS now to see what they have to say. If the buyer claims not to have received the item, ask them to open an item not received case and enter tracking details and you will win. As with any type of online shopping, it's easy to buy something and be disappointed with what you receive. They could be telling the truth. Item is not as described – an example would be if you received an item listed as new but is used or an item that was listed as a size large, but you receive a small. They then just stopped responding and closed the case. I was ripped off for $170 for a fake purse had my account restricted. I shipped out a piece of jewelry. Mercari will not issue you a refund as long as the item is as described. The buyer sent the item back using a label provided by them or Mecari, I am not sure. Buyer stated that he receiveda pair of PUMA sneaker instead. I tried to sell 3 items jewelry on Mercari. On July 10th, buyer submitted a return request. Had this happen a few weeks ago. The item showed "fee shipping" in blinking text. Where fees are involved, Sellers almost always want platforms with fees that are as low as possible. Press J to jump to the feed. I will wait this out for the three days and see what happens. In the case of buyers, over 50% did not get their merchandise, or received damaged or fake merchandise. Like everyone, our sellers are facing extraordinary circumstances right now. Don't let them convince you that anything above & beyond what you've already done is required or your responsibility. You have little option but to refund at some point, sooner the better to avoid an A-Z claim as you can’t prove delivery, or even posting if no pop receipt, which you can still request from the P.O. I sold an item on Aug. *, delivered to buyer via USPS Aug *, @ *:** pm. The second item was a glass canister set which arrived broken. The buyer needs to take it up with Mercari and the USPS. I usually sell lower dollar amount items. These ratings can help future buyers decide whether you’re trustworthy. Given the buyer has good ratings and is primarily a seller, I'd figure the same happened to her; she should wait a day or two, then file a "missing mail" claim with the post office. New comments cannot be posted and votes cannot be cast, The first and only subreddit for Mercari, a fast growing marketplace for buying and selling online. Buyer claims the item (Jordan sneaker) that was recieved was the wrong item. Ok good. I didn’t send a rating right away because the item was broken and I was trying to resolve it with the buyer. Mercari buyer claims he did not receive a package which USPS tracking confirms as delivered. The buyer needs to take it up with Mercari and the USPS. ... Now obviously if the item arrives damage or not as described, that's a different story. Mercari is not a place for very low-end items like ($1 to $15) because you have to pay a 10% fee to Mercari and then for shipping as well, and even if the buyer pays for shipping, it’s still not worth it. I have had 2 items which were not up to par and Mercari did nothing. The buyer claims the item never arrived and opened a claim against me. I want this case to be investigated. *We are not officially affiliated with Mercari, Press J to jump to the feed. How to proceed? I insured the package at full value. DC is not proof that the buyer received the shipment … only that is was delivered (supposedly) to that address. I get that eBay & Amazon have their own rules but I wondered if legally there was a time limit they must claim within. To me, that's an unreasonable time to claim. In cases when the purchase you made is unsatisfactory, the possibility of a refund will depend on the reason for your discontent. It is possible the item is stolen after delivery, in this case, neither you nor the post office is responsible for the lost because the buyer is supposed to provide a safe place for delivery. I recently purchased and item on Mercari. The tracking number says delivered on my end. Good luck! All photos in the link below. Put simply, it’s really not for problem. * Mercari has more info and vested interest regarding the package and the buyer than you do. Message 5 … My husband and I are relatively new to this scene. I bought an item off of mercari and was sent a product that wasn't the item described. When the item arrives, the buyer has three days to confirm that the item arrive as described and to rate you as a seller. Buyer claims item is not received. Mercari does not have a way to contact them directly to inquire about the return request except to contact buyer … Buyer received the item but says I shipped out the wrong item and I sent him only 1 item. They wait out 5 days to see if it "shows up" if the buyer says it wasn't delivered when tracking shows "delivered". Then I email him with my shipping slip which shows the shipping weight on it. I looked at the pictures on the dispute for a refund and the plant was nowhere near death. Advanced Question. Thankfully, if the buyer does not rate you in the allowed 3 days, Mercari will auto-rate you and release your payment to you. Ah, ok. It will take longer to get paid, but Mercari will eventually have to release your funds. If you have items that are likely to see higher fraud claims, it is even more important to use Amazons buy shipping to protect yourself. When I received the item back, the buyer had absolutely trashed it. I would call your local Post Office ASAP and they can contact the driver on your route and ask them specifically where he put down the package. Put simply, it’s really not for problem. They wanted to not only keep the item but wanted their money back.” Buyers and sellers alike feel like they got scammed on Mercari. Press question mark to learn the rest of the keyboard shortcuts. I would ask them if it’s possible that the package was stolen or delivered to a neighbor by mistake, etc—either way, it’s really not your problem & you should receive your funds. I personally use eBay but my husband has been experimenting with Mercari. I know I have shipped the correct item (Jordan sneaker) and its impossible that he recieved PUMA sneaker because I do not carry or even have PUMA products. So if they're contacting you and not doing anything through mercari then ignore them or send them through the app for help. I know I have shipped the correct item (Jordan sneaker) and its impossible that he recieved PUMA sneaker because I do not carry or even have PUMA products. Nice to know I shouldn’t worry. Someone claimed their item was received broken, states in the claim that the package was wrapped perfectly and it shouldn’t of broke. If your buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request. I really feel this could be a scam. I will be hoping it turns up. Nobody has time for this shit anymore. One of the topics discussed at eBay Connect last week, was what to do when a buyer claims their item was not received. Mercari has the worst customer service for sellers. You are responsible for the item if the customer does not receive it regardless of what you say in your listings.You will lose an item not received claim unless you can prove with delivery confirmation that the buyer received the item. Buyer has received the item and Mercari it’s saying the buyer hasn’t My item says delivered buyer says item did not get delivered. It's up to you as the buyer to understand the item and the quality of the seller before making a purchase. Mercari does not have a way to contact them directly to inquire about the return request except to contact buyer … DC is not proof that the buyer received the shipment … only that is was delivered (supposedly) to that address. But I sold a Dewalt Jig Saw. This buyer does more selling than buying from looking at their reviews. The buyer will be responsible for filing a claim with USPS per mercaris guidelines. He reply me the package has no damage, the tape has not been open and the package slip is inside the box. The buyer has not contacted me so hopefully that means they have received the item – although I’ve not yet received feedback either (although thats not guaranteed I suppose). Thanks for the tip! All I do is tell them to check again or ask neighbors.. sometimes it shows up next day.. never had a package totally lost.. if they’re still claiming this tomorrow, just act interested in helping them and stall and drag it out until 3 day auto rate window hits and block. Maybe that will happen in this case as well. This happened to me before. Package showed as delivered but I never received it until the next day or business day. Return was approved I recieved a rusty hammer for a return. They will not file claims with shipping ... (even tho I paid for postage). It has endlessly bounced around the USPS system and was never returned. Really hoping for a positive outcome. I have sold an item on mercari. The item was shipped and tagged delivered by FedEx. I've advised him to lodge a complaint with AP and perhaps initiate an item not received claim in the resolution centre. Even on ebay sold items page is says status delivered. I would just tell them to contact Mercari if they have any issues. Is this a scam? The item went to another buyer. I sent multiple responses so Mercari about the issue. Mercari was first mentioned on PissedConsumer on Apr 26, 2016 and since then this brand received 1872 reviews.. Mercari ranks 77 of 312 in Auctions and Marketplaces category. Next, you would deal with the carrier to see if you can get your money back from them. I sold a plant on Mercari as detailed as possible. I use this example a lot … I personally had one that I was the buyer on and ended up being delivered to 232 my street instead of 1232 my … I despise Mercari and will never use them again! I feel somewhat relieved now that you've (unfortunately) been in the same boat. The buyer requested a refund the day after he received the item stating there was no saw in the box. Thats scary and awful. Related: Mercari - FRAUD SELLERS - BUYERS BEWARE! r/Mercari: The Official Subreddit for Mercari, a fast growing marketplace for buying and selling online. But it appears as if everything is in order now. Their customer service does not help sellers. Furthermore, Mercari’s return policy left buyers … I found out when I worked a receiving job that sometimes shippers mark stuff as delivered to finish out the day... but deliver it the following day. If you use Buy Shipping and a customer claims they didn’t receive it, Amazon will cover the cost when the customer opens an INR A-Z claim. I have been a seller on Merc for years—been through this scam more than once. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. You did your job and the item was marked as delivered. In the event that you haven't entered the tracking number against the item in question go back and do it now. Buyer stated that he receiveda pair of PUMA sneaker instead. i filed a claim. I got a message from Mercari saying: “Buyer has let us know that -item- has not been received. That was not or whom I thought I was buying the product from. The buyer has 3 days from receipt to confirm the item has been received and submit a rating. i called pay pal to see what would be best. How do I get paid ? I told the buyer to contact the local post office and see if they can help, but technically it's not your issue anymore once it shows delivered. Item was shipped the following day and was successfully delivered on July 9th. There’s no doubt that Mercari is a legit selling app. When the item arrives, the buyer has three days to confirm that the item arrive as described and to rate you as a seller. YOU are the one who deals with the carrier not the buyer. I have this happen all the time. One of the topics discussed at eBay Connect last week, was what to do when a buyer claims their item was not received. I would suggest that either yourself or the buyer go to the local post office and speak with someone there, they have a GPS tracking system on their scanners that can pinpoint exactly where the package was delivered to (buyer's address or an incorrect address), this should confirm whether or not the buyer is trying to scam you. If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll also be available in your Messages . Help with your orders. If you did then so long as the tracking proves that the item was successfully delivered to the address provided on the PayPal confirmation of payment e-mail the buyer will have no way of being able to win an Item Not Received case. When tracking proves delivery to the address supplied at checkout, the buyer cannot win an Item Not Received case. Undisclosed damage to the item, such as a hole in a piece of clothing or a portion of the item is broken or doesn’t work. Hoping for the best good luck! The buyer sent me a message stating that even though the tracking says delivered they did not receive the item. Don't agree to anything otherwise until they do especially if you think they're scamming. If your buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request. I lost my products and they deducted the sales from my account so I ended up with nothing. When I requested the item back the buyer said he didn’t want to go to the trouble and finally after him refusing to send it back I got paid 18 days after I shipped them item. Very disappointed with Mercari I receive a item that was not described Received a shipment notification from Seller but never received item. 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