Sometimes purchases don’t go as planned.
Whether your order was cancelled, damaged, or didn’t match the listing, we’re working hard to make sure you can get back to shopping as quickly as possible.
Mercari is only able to support refunds for payments made on Mercari. To stay safe, we ask that all transactions are processed through Mercari.
If something goes wrong, we ask that return requests are made within 3 days of delivery. After 3 days, the payment is released to the seller and your order is complete.
Depending on the situation, your refund may be issued at different times. Here are common reasons why a purchase might be refunded:
When you, a seller, or Mercari cancels a transaction for any reason, a refund back to the method of payment will be issued immediately. For more information on cancellations please refer to our Cancellation Policy.
Once the seller confirms receipt of the returned item or 24 hours have passed after it has been marked as delivered to the seller, a refund back to the original method of payment will be issued immediately. For more information on returns please refer to our Return Policy.
Sometimes returning an item isn’t safe for you, the seller, and/or the shipping provider. In these cases Mercari will issue a refund and ask you to safely dispose of the item at your earliest convenience.
Mercari releases all funds back to the original payment method at the time the refund is approved. Depending on your payment method or financial institution, it can sometimes take 5 - 10 business days for your refund to be reflected in your account.
In rare occasions refunds may take up to 30 days to process completely. We recommend working with your financial institution or card provider if you are concerned about your refund.
Because all funds are released to the original payment method, it is important that you keep any prepaid debit cards on hand until your transaction is completed. If you no longer have your prepaid debit card, we recommend reaching out to the card issuer for assistance.
If you made your purchase using Mercari balance or credits your refund will be available within 24 hours being approved. You can check your available credits by going to Profile > Settings > Credits or balance by going to Profile > Settings > Balance.
If your transaction was cancelled within 24 hours of purchase, the payment will be voided. This means that the payment did not settle with your financial institution. In these cases you won’t see a payment or a refund on your account statement.
You may see a pending transaction if you check your online credit card or banking account, but these will usually be released within 24 hours.