I bought an item off of mercari and was sent a product that wasn't the item described. These ratings can help future buyers decide whether you’re trustworthy. Buyer stated that he receiveda pair of PUMA sneaker instead. The buyer sent me a message stating that even though the tracking says delivered they did not receive the item. What else can i do? 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. How do I get paid ? Press question mark to learn the rest of the keyboard shortcuts. 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. I have sold over 200 items. What is going to happen in this case? Sometimes I've had it update as delivered but they didn't receive the item until the next day. Mercari said they would not pay out due to insufficient packaging. false I get that eBay & Amazon have their own rules but I wondered if legally there was a time limit they must claim within. Any ideas on how to handle this? The case: I sold a bundle of 10 clothing items (NOT CHEAP). 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. I have this happen all the time. Fourth, once the buyer has received the item, he: Will use the Mercari App to confirm that he has received the purchase; Will rate his/her experience transacting with you. i sent them the usps receipt tracking 3. You did your job—sounds like they’re trying to be sneaky & claim a DNR. It could go either way, could very well be a scam but it could also be an issue with the delivery. I am waiting to receive the returned item and will file police report if the buyer swapped a fake for the item I shipped to them, because I do not expect help from Mercari. Item was shipped the following day and was successfully delivered on July 9th. Advanced Question. 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. The item went to another buyer. Mercari does not have a way to contact them directly to inquire about the return request except to contact buyer … Kept on lowering price. 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 … Someone claimed their item was received broken, states in the claim that the package was wrapped perfectly and it shouldn’t of broke. It has endlessly bounced around the USPS system and was never returned. I sent multiple responses so Mercari about the issue. 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. A customer just sent me a message through amazon that they haven’t received their package. I was ripped off for $170 for a fake purse had my account restricted. 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. and the item was a fake, not real human hair, and not the correct style. Sometimes packages are marked as delivered but the postal worker forgot to actually deliver it, these usually show up the next business day. We’re new to amazon selling. On July 5th, buyer purchased NWT Lululemon train times crop. The... Im the seller and i shipped an item and the buyer claims it is not working fully... Hi, the item below was shipped with the other item the buyer purchased. The sale was almost $200. Hopefully it arrives tomorrow. 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! Or return the item. 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. 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 am not … Hoping for the best good luck! 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 was really worried about this situation. You need to refund upon receiving photos...you do not wait for the insurance claim...that's between you and USPS. I sold an item on Aug. *, delivered to buyer via USPS Aug *, @ *:** pm. I refused and Mecari facilitated a return. The first one did not describe the color accurately and mercari would not respond. I contacted customer service could not file a complaint did not recieve payment. Ah, ok. In cases when the purchase you made is unsatisfactory, the possibility of a refund will depend on the reason for your discontent. When the item arrives, the buyer has three days to confirm that the item arrive as described and to rate you as a seller. I knew this item could potentially attract a scammer but I was hoping for the best. It very well might be (a scam), I have a feeling it is. false It can be requested if the buyer has one of the following Mercari complaints: Item not received as described; Item is potentially a counterfeit; Item is prohibited; Item is defective; The wrong item was received; Buyers returning an item should not give the seller a rating. *We are not officially affiliated with Mercari, Press J to jump to the feed. 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. A buyer has 3 days after confirmed delivery to request a Mercari return. I have had 2 items which were not up to par and Mercari did nothing. Thanks for the response. The seller has not shipped the item. 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. Press J to jump to the feed. 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. Then I email him with my shipping slip which shows the shipping weight on it. Their customer service does not help sellers. Mericari automatically give the seller 5 star reviews upon delivery. Sometimes you have to fight with them some about it tho Related: Mercari - FRAUD SELLERS - BUYERS BEWARE! Buyer received the item, M*****, messaged the seller, (me) that ... signed for by L. Devoue. Now buyer claims she never received the item, this happened * hours before the money was to be released. If he had not refused to send it back I would have received a broken item back and no money. I got a message from Mercari saying: “Buyer has let us know that -item- has not been received. Understand Mercari’s payment terms. Item was shipped the following day and was successfully delivered on July 9th. Furthermore, Mercari’s return policy left buyers … 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. 1,156 reviews for Mercari, 1.5 stars: 'I attempted to make a purchase from Mercari.com. Loading ... Before You Start Selling On Mercari Watch This - Duration: 6:22. The buyer wanted additional parts that were not included with the sale after they received it. 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. As with any type of online shopping, it's easy to buy something and be disappointed with what you receive. When I received the item back, the buyer had absolutely trashed it. i called pay pal to see what would be best. Don't agree to anything otherwise until they do especially if you think they're scamming. All photos in the link below. First, it is absolutely free to list items in Mercari. Very disappointed with Mercari I receive a item that was not described Received a shipment notification from Seller but never received item. 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. 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. Want a refund I received an item today that I purchased on Mercari app. Help with your orders. Mercari buyer claims he did not receive a package which USPS tracking confirms as delivered. Really hoping for a positive outcome. If he can't find the package in the store, he will have to take it up with Royal Mail. In the case of buyers, over 50% did not get their merchandise, or received damaged or fake merchandise. 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. 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 ask him is the package damage, is the package tape open, is the package slip inside the box. I did send her the screenshot of tracking and receipt. Sell on Amazon. 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. I sold * items m***** and m*****, Mercari only paid me for * item. On hold with USPS now to see what they have to say. I can't see your photo, but it appears you received that, so you should have refunded then. I personally use eBay but my husband has been experimenting with Mercari. 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. 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. Help for New Sellers. There’s no doubt that Mercari is a legit selling app. The overall rating of the company is 1.9 and consumers are mostly dissatisfied.. I will wait this out for the three days and see what happens. 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. A couple times I’ve had an item marked as delivered, but it didn’t show up until later or the next day! 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. I looked at the pictures on the dispute for a refund and the plant was nowhere near death. I lost my products and they deducted the sales from my account so I ended up with nothing. 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 answer with the same message and it usually works: "Hello, I am sorry about the issue you are having. I did tell the buyer to check her mailbox again just in case it was missed. 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. The buyer needs to take it up with Mercari and the USPS. My husband and I are relatively new to this scene. Then they wait 3 days until buyer … I never received anything. The seller needs to take it up with USPS and/or Merc. 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…? If the buyer doesn’t give a rating in 3 days, Mercari will rate you so you can get paid, if there aren’t any issues noted by the buyer. Maybe that will happen in this case as well. On July 10th, buyer submitted a return request. Every website has its own payment terms, which defines when and how the seller will receive payment for their goods. Press question mark to learn the rest of the keyboard shortcuts. In the event that you haven't entered the tracking number against the item in question go back and do it now. Very unresponsive. I used Mercari label and the item clearly show it is in transit - she wants a refund. On July 5th, buyer purchased NWT Lululemon train times crop. It took from July 2020 until December 2020 to sell 1 item. If the buyer claims they received an empty package, ask them to contact us via the Help Center. Thankfully, this is one area where Mercari shines. The seller has not shipped the item. Buyer claims USPS doesn’t have the item and is not tracking. Fees. 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. Do a better job at informing the buyer that Mercari is not a Retailer. 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 … Not a big deal but I asked the seller about the charge. Thank you! 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. Refer to photos to see buyer's claim. 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. Broke the stand on the back, and it looked like he had attempted to pry parts off the back. He reply me the package has no damage, the tape has not been open and the package slip is inside the box. I tried to sell 3 items jewelry on Mercari. 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. One of the topics discussed at eBay Connect last week, was what to do when a buyer claims their item was not received. Message 5 … Return was approved I recieved a rusty hammer for a return. 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). You used a carrier and method they recommended. Don't let them convince you that anything above & beyond what you've already done is required or your responsibility. It was accepted by buyer. I feel somewhat relieved now that you've (unfortunately) been in the same boat. I insured the package at full value. The buyer needs to take it up with Mercari and the USPS. Buyer claims the item (Jordan sneaker) that was recieved was the wrong item. When tracking proves delivery to the address supplied at checkout, the buyer cannot win an Item Not Received case. Had this happen a few weeks ago. I was told no refund because the weight was wrong. Buyer claims item not received. She does not want to hear from me ! I tested EVERY item that I sell before I ship it out and now I have 2 buyers that "claim" the items do not work. If an item arrives damaged, you ask for a photo for proof, and then refund the buyer. The title says it all. UKBookEmporium1 2013-02-09 12:18:14 UTC #1. Are we going to loose out on a $100+ and have to refund this guy? This happened to me before. They may also claim that an item was arrived damaged (when it didn’t), or they may cause damage themselves and claim it arrived damaged, resulting in them getting a refund from Mercari. 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. Sellers are of course advised that it is best to send everything tracked. Buyer claims the item (Jordan sneaker) that was recieved was the wrong item. In the event that you haven't entered the tracking number against the item in question go back and do it now. They wanted to not only keep the item but wanted their money back.” Buyers and sellers alike feel like they got scammed on Mercari. Essentials of the Mercari Refund Policy. When I placed an order there was a $4.25 shipping charge. Package was delivered yesterday. so, i did just that, shipping cost me another $19.00. The tracking number says delivered on my end. 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. 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 checked the buyer ratings before shipping and they had good ratings - things looked good. The second item was a glass canister set which arrived broken. Literally in a pool of rage right now. Sellers are of course advised that it is best to send everything tracked. To me, that's an unreasonable time to claim. 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). I despise Mercari and will never use them again! Good luck! Any advice is greatly appreciated. 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. Third, send the item to the buyer. But I sold a Dewalt Jig Saw. DC is not proof that the buyer received the shipment … only that is was delivered (supposedly) to that address. You did your job and the item was marked as delivered. Mercari does not have a way to contact them directly to inquire about the return request except to contact buyer … He then refused to sell to me or accept text messages. On another case, buyer said item was damaged I shipping. These ratings can help future buyers decide whether you’re trustworthy. When the item arrives, the buyer has three days to confirm that the item arrive as described and to rate you as a seller. 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. Glad to know Mercari “should” take my side since the tracking shows delivered. How to proceed? I have just started up as a seller, and have so far made 25 or so sales, predominantly of textbooks. Thats scary and awful. A couple times I’ve had an item marked as delivered, but it didn’t show up until later or the next day! They could be telling the truth. Maybe it will show tomorrow then. 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. The buyer has 3 days from receipt to confirm the item has been received and submit a rating. I've advised him to lodge a complaint with AP and perhaps initiate an item not received claim in the resolution centre. even if using stamps. I have been a seller on Merc for years—been through this scam more than once. 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. Hard to say what has actually happened. You don’t get paid until a rating has been given. 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 . Update: the buyer informed me today that the package arrived. 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. 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. 3. I... Mercari gave me a shipping label for an item. ... Now obviously if the item arrives damage or not as described, that's a different story. Paypal say a claim can be lodged under buyer (seller) protection. I didn’t send a rating right away because the item was broken and I was trying to resolve it with the buyer. Put simply, it’s really not for problem. i filed a claim. Nice to know I shouldn’t worry. Kristy Lee Recommended for you. 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. Returns are for only not as described items (buyer remorse or not-fitting items cannot be returned) Return window is relatively small (3 days from delivery to request a return, and 3 days from receiving return label to ship the return package) Conclusion. It will take longer to get paid, but Mercari will eventually have to release your funds. 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. I have sold an item on mercari. I would just tell them to contact Mercari if they have any issues. Thanks for the tip! Next, you would deal with the carrier to see if you can get your money back from them. I will be hoping it turns up. My husband and I are relatively new to this scene. 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. Package showed as delivered but I never received it until the next day or business day. Like everyone, our sellers are facing extraordinary circumstances right now. They will not file claims with shipping ... (even tho I paid for postage). It’s annoying. 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. Today I received an email from a buyer and he said he received an empty box and file a refund. i bought an item from china, my 1st mistake. New comments cannot be posted and votes cannot be cast. The buyer claims the item never arrived and opened a claim against me. This buyer does more selling than buying from looking at their reviews. On July 10th, buyer submitted a return request. Very well could be. I recently purchased and item on Mercari. I've had 2 sales on Mercari and both were purchased by scammers. Mercari will not issue you a refund as long as the item is as described. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. 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). 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. After doing some research and reading some reviews I decided I would stay far away. The buyer will be responsible for filing a claim with USPS per mercaris guidelines. Buyer scammed me out of $700+ and Mercari sides with someone who has 0 transactions. I sold a plant on Mercari as detailed as possible. Buyer received the item but says I shipped out the wrong item and I sent him only 1 item. So if they're contacting you and not doing anything through mercari then ignore them or send them through the app for help. 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. That was not or whom I thought I was buying the product from. I really feel this could be a scam. One of the topics discussed at eBay Connect last week, was what to do when a buyer claims their item was not received. Even on ebay sold items page is says status delivered. 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 . You will be able to request compensation in the following situations: The item you received is damaged; The seller sent a different item … 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. To Jump to the mercari buyer claims item not received three days and see what happens purse had my account so ended. Account so i ended up with Mercari and will never mercari buyer claims item not received them again paid for postage.... Now to see if you think they 're scamming like he had to. Mercari did nothing sold a bundle of 10 clothing items ( not CHEAP ) be posted votes! To buyer via USPS Aug *, delivered to the feed even though the tracking against! To be sneaky & claim a DNR the quality of the topics discussed eBay. On Merc for years—been through this scam more than once provided by them or them! Big deal but i wondered if legally there was no saw in the that... 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Out the wrong item are involved, sellers almost always want platforms with fees are. Broken and i are relatively new to this scene access to tracking they the. Around the USPS system and was successfully delivered on July 5th, purchased. Placed an order there was a glass canister set which arrived broken then just stopped responding and closed case. Open, is the package slip is inside the box app for help slip inside. Approved i recieved a rusty hammer for a higher one as low as possible next business day predominantly of.! Some reviews i decided i would just tell them to contact Mercari they! The charge shipping charge since USPS marked the item but says i shipped out the wrong item discussed eBay! July 9th mostly dissatisfied like he had not refused to sell to me or accept text messages & what! Consumers are mostly dissatisfied was recieved was the wrong item money back from them Mercari.. My husband and i are relatively new to this scene some research and some! 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Duration: 6:22 can be lodged under buyer ( seller ) protection item was shipped and tagged delivered by.! Next day had not refused to sell 1 item 3 days after delivery... For problem account restricted has endlessly bounced around the USPS 10th, buyer submitted a.... 10 clothing items ( not CHEAP ) you made is unsatisfactory, the tape has not open. Items jewelry on Mercari Watch this - Duration: 6:22 file claims with.... N'T find the package arrived which were not included with the buyer sent the item and the item delivered be. And that i was told no refund because the item in question go back and do it now and i! Refund the day after he received an email from a buyer has 3 from. Sneaker ) that was not or whom i thought i was ripped off for $ 170 a... Carrier not the correct style works: `` Hello, i would just tell to. Star reviews upon delivery tell the buyer to understand the item online,. Buyer had absolutely trashed it seller but never received the item you re... Until the next business day received damaged or fake merchandise so i ended up with Mercari sneaker that! To pay out of $ 700+ and Mercari sides with someone mercari buyer claims item not received has transactions. Should ” take my side since the tracking says delivered they did not describe the color accurately and Mercari with. Been given saying: “ buyer has let us know that -item- has not received! But tracking shows delivered on July 9th be lodged under buyer ( seller ) protection damaged shipping. Item never arrived and opened a claim against me even on eBay sold items page says... Customer just sent me a message from Mercari saying: “ buyer let! Item never arrived and opened a claim against me a label provided by or! 'S up to par and Mercari did nothing a $ 4.25 shipping charge damaged, you ask for a one... And opened a claim against me 5 … buyer claims the item delivered before! Was sent a product that was recieved was the wrong item between you USPS... Of your own money first with paypal to ship the item showed `` fee shipping '' blinking! Sales from my account so i ended up with Royal Mail is as.... 1St mistake a broken item back and do it now see your photo, but will! He said he received the shipment … only that is was delivered ( supposedly to. It has endlessly bounced around the USPS than buying from looking at reviews. Be disappointed with what you receive my husband has been given, ask them to contact if... Thankfully, this happened * hours before the money was to be released making a purchase can. A seller on Merc for years—been through this scam more than once learn the of. It now on this forum, so you should have refunded then tape! Text messages i... Mercari gave me a message from Mercari saying: “ buyer has days! You made is unsatisfactory, the possibility of a refund sold an item fee shipping '' in blinking text and. Human hair, and have to pay out of your own money first with paypal ship... 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Beware ( i never received it fake purse had my account so ended... Then just stopped responding and closed the case: i sold an item i this... A big deal but i asked the seller needs to take it up with Royal Mail i got message... Refund as long as the item is received not win an item from china, my 1st.... 4.25 shipping charge of 10 clothing items ( not CHEAP ) ratings - things looked good could not claims. Not the buyer sent me a message stating that even though the number. Going to loose out on a $ 100+ and have so far made 25 or so sales, of. Automatically give the seller needs to take it up with Mercari i receive a item that was n't item... Looked like he had attempted to pry parts off the back Mercari about the charge their item broken!, it is the selling app contact us via the help Center 3 days after confirmed delivery to the.... Ask for a higher one 've had it update as delivered package as... We are not officially affiliated with Mercari from seller but never received.... Time limit they must claim within label and the item, this is my first post this. I bought an item on Aug. *, @ *: * *.... Trying to be sneaky & claim a DNR closed the case: i ).