Cancellations on Mercari

All Mercari sales are final and should only be canceled if the seller cannot fulfill the order.

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 cancellation request. If the seller agrees and we confirm that the order hasn’t shipped, we’ll refund your original form of payment.

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 cancellation request within 24 hours, we’ll refund the original form of payment.

If the seller confirms that they have dropped off the package with the shipping carrier, but it hasn’t received any tracking updates for 7 days, the order will be eligible for cancellation at the buyer’s request. Buyers can request cancellation directly from the Order Status page.

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 cancellations, we ask that sellers keep their listings up to date and ship orders as soon as possible. To protect the marketplace, frequent cancellations 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 cancellation fee of 5% of the item price (maximum of $25) to cover the cost of transaction fees and/or shipping labels.

A cancellation fee may be applied if the item is cancelled because:

  • The seller sent the wrong item to the buyer.
  • The seller was unable to ship the item.
  • The seller cancels to change shipping options.
    • Here’s how a seller can change shipping options without cancelling.
  • The item is no longer available for sale.
  • The item is on hold for someone else.
  • The seller has not shipped within 7 calendar days of purchase.

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 cancellation for you and the buyer.

Order Cancellation Reviews

To protect the marketplace for everyone, all order cancellations are transparent.

Order cancellations 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 cancellation will appear on the seller’s profile page.

Note: Order cancellation reviews won’t be included in overall review count.

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