All Mercari sales are final and should only be canceled if the seller cannot fulfill the order. Cancelations are subject to fees.
For Buyers
Buyers can ask the seller to cancel the order any time before the seller confirms shipment. It’s up to the seller to agree or deny the cancelation request. If the seller agrees and we confirm that the order hasn’t shipped, we’ll refund your original form of payment less any non refundable fees.
If the seller denies the request, they can ship and complete the transaction as originally planned. If the seller doesn’t confirm the shipment or respond to the cancelation request within 24 hours, we’ll refund the original form of payment less any non refundable fees.
If the seller confirms that they have dropped off the package with the shipping carrier, but it hasn’t received any tracking updates for 15 days, the order will be eligible for cancelation at the buyer’s request. Buyers can request cancelation directly from the Order Status page.
If the seller confirms shipment for orders shipped with a First Class Envelope, please file a Lost in Transit claim with Mercari support.
For Sellers
Sellers can cancel a transaction if the item is damaged/defective or if they’re unable to fill/ship the order. To avoid cancelations, we ask that sellers keep their listings up to date and ship orders as soon as possible. To protect the marketplace, frequent cancelations may impact your selling privileges.
If a seller cancels a transaction after the purchase has been initiated but before the transaction is completed, Mercari reserves the right to charge a cancelation fee of 5% of the item price (maximum of $25) to cover the cost of transaction fees and/or shipping labels.
If you need to cancel your order please reach out to your buyer. Communication is key, and working directly with your buyer will help ensure a smooth cancelation for you and the buyer.
If a buyer requests a cancelation, you have the option to agree or deny the cancelation. Upon receiving the request, you will have 24 hours to confirm shipment of your item. If you want to approve the cancelation request, simply confirm the cancelation request and no further action is required. If you still plan to ship the item, it is the seller's responsibility to tap 'Confirm' once an item has been shipped. If the seller still plans to ship the item, and does not confirm the shipment on the cancelation request, even if the item has been shipped, the seller will not receive their item back or be paid for the transaction.
Order Cancelation Reviews
To protect the marketplace for everyone, all order cancelations are transparent.
Order cancelations will appear on the profile page of the buyer or seller who cancels.
There is an exception for buyers who cancel because the seller cannot fulfill the order. In this case, the order cancelation will appear on the seller’s profile page.
Note: Order cancelation reviews won’t be included in overall review count.