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How does Mercari protect buyers?

We’ve got you covered.

When you buy an item, we hold payment from the seller until you confirm you’ve received your order and it’s as described in the listing. Rate the seller to complete the transaction and release payment.

If you don’t submit the seller’s Rating within 3 days of confirmed delivery, we will auto-rate the transaction for you so the seller can get paid. After the transaction is rated, no refunds or returns can be made.

If the package says delivered but you haven’t received it, reach out to us. We’re happy to help.

Item isn’t as described?

If the item isn’t as described, reach out to us to request a return within 3 days of receiving the item. Note that you can’t return an item because it doesn’t fit or has an odor if it was otherwise accurately described in the listing.

Once you’ve filled out the form and provided photo evidence, we will thoroughly review the case. If the return is approved, we’ll send you a prepaid shipping label so you can ship the item back to the seller.

When the item is confirmed delivered we’ll issue you a refund to the original form of payment.

Item hasn’t shipped?

Send the seller a transaction message. If the item hasn’t shipped and they haven’t responded within 3 days, you can request a cancellation on the item’s Order Status page.

Once the order has been cancelled you will receive a full refund in the original form of payment.

If the item stops receiving tracking updates please let us know.

What’s not covered?

Offline transactions are not covered in our Money Back Guarantee. We can’t protect you if you go offline. We also can’t support refunds or returns for Prohibited Items.

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