Buyer Protection

Buy with confidence.

Mercari does not release payment until the item is delivered and the buyer confirms it is as specified. If an item received is not as described in the listing, the buyer may request a full refund within 3 days of receipt of the item.

To keep you safe, we ask that all transactions take place in the app. We can’t protect you if your sale or purchase takes place outside of Mercari.

How do returns work?

Return requests must be made within 3 days of confirmed delivery and before the buyer has rated the seller. All sales are final after the buyer rates the seller or 3 days after delivery.

An item is eligible for a return or refund if it meets one of the following conditions:

  • Item is not as described.
  • There is undisclosed damage to the item.
  • Seller has not shipped the item.
  • Incorrect / missing item.

An item is not eligible for a return or refund for one of the following conditions:

  • Item was accurately described in the listing.
  • Item does not fit or odor.
  • Changed mind.
  • Return request made more than 3 days after received.
  • Return request made after item rated.
  • Transaction conducted offline.

Received an item that wasn’t as described in the listing?

Don’t rate the seller. Rating the seller completes your order. Contact us in the app instead. You have 3 days after confirmed delivery to request a return.

Fraud warning

Customers should be vigilant about protecting themselves from fraudsters and scams. Fraudulent transactions may result in the loss of your money with no recourse. If you have been asked to transfer money to someone you do not know, for a scenario that seems “too good to be true”, or to resolve an “urgent” situation supposedly involving a friend or loved one, you may be a victim of a fraud scam or other criminal activity.

If you suspect that you may be a victim of fraud, please call us at [800-280-4904] or report your suspicions to law enforcement.   For tips on preventing money transfer fraud, visit the Federal Trade Commission’s website at

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