Refunds and Returns Policy
Mercari provides an online marketplace for consumers. Refund requests are processed by Mercari in line with e-commerce requirements and in accordance with our Terms of Service (TOS).
The company established a return policy that addresses both parties of the transaction, the Buyer and the Seller. If Buyers have an issue with an item that they received, the Sellers, our agents, and/or our systems can decide if an item is eligible for a return and/or a refund. Buyer may receive a refund to the originating payment instrument, funds added to balance, or a Mercari “account” credit (account credit) depending on eligibility. Buyers must initiate a refund and return request. Buyers may have a number of issues with the item that they received. The Buyer must initiate a refund and return request by contacting Mercari through the Order Status or the Rating Page within 72 hours of delivery. Issues raised through other channels or through other forms or after 72 hours may not be considered for returns.
The Buyer may be eligible for a refund for the following reasons:
The Buyer must provide complete, accurate answers to specific questions about the received item and provide each specific photo requested, both of which may vary depending on the type of issue the Buyer is presenting. Other issues may be raised during this process that may/may not result in a return or refund.
Mercari evaluates the issue presented to determine if the item is as described or warrants a return or refund. In some cases, Mercari may share the Buyer’s Issue with the Seller to understand the Seller’s perspective in the issue evaluation process. Sellers may dispute the request and provide additional information. Mercari may also have the Buyer and the Seller discuss and attempt to resolve the issue independently. If the Buyer has a complaint about the item that falls outside of Mercari’s Refund Policy, the Seller may use discretion to accept a refund and item return due to complaints such as:
The Buyer and/or Seller may be asked to provide the following additional information as part of the evaluation:
Refunds - Under Nominal Amount
Refunds under a nominal are issued as an account credit upon issue review by Mercari, expiring in 90 days, unless the Buyer requests to have the funds added to the account balance or processed back to the original form of payment. The item may not be required to be returned to the Seller. Requests for other payment forms must be made within 3 days of return approval and before credits are used.
Returns and Refunds - Over Nominal Amount
Refunds will be processed to the original form of payment no later than three (3) business days after confirmation from the Seller that the item was returned by the Buyer to the Seller.
Post Rating Refunds
An exception may be made in the event that Buyer can prove that an item was
Return Condition Disputes
When the Seller receives an item back from the Buyer, the Seller has 24 hours from the time of delivery to review the item and let Mercari know that it was different from how it was sent. Sellers must request help from the Order Status Page or Help Center and completely and accurately provide the information and photos requested. Mercari agents will review the request and may provide a partial or full credit to the Mercari account.
All Sales Final
Mercari does not accept Returns or issue a refund if the Buyer rated the order and released payment to the Seller or in the following circumstances:
Any exceptions to the All Sales Final policy will result in an account credit that expires in 90 days.
Abuse of refunds and returns may, at Mercari’s discretion, result in account limitation(s) and/or legal action.
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