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).
Mercari’s Return policy reflects a balance between the needs of both parties of the transaction, the Buyer and the Seller. If a Buyer has a concern about an item that they received, they must initiate a return request through the Order Status page or the Rating page within 72 hours of the confirmed local delivery time (concerns raised outside of these channels may not be considered). When a Buyer has rated the transaction or when more than 72 hours have passed, returns are not permitted.
If a return request is made within 72 hours from delivery (as reflected by the carrier’s timestamp), an item may be eligible for a return if it:
- Is not as described in the listing
- Doesn't work as described
- Is damaged during shipping
Mercari evaluates the listing for the item in question as well as any information submitted by the Buyer or Seller when determining if a return is warranted.
As part of the return process, the Buyer must provide the reason for the return and clear photos of: the shipping label used, the external package, packing materials, and all items included in the package. Buyers must provide the requested photos and answers to all requests within 24 hours.
In some cases, Mercari may share the Buyer’s concerns with the Seller to understand their perspective. Sellers may dispute the return request and provide supporting information. Mercari reserves the right to make the final decision regarding the return request. If the Buyer’s concern with an item is not covered by Mercari’s Return Policy (see “Return Eligibility” above), in some cases the Seller may, but is not required to, decide to accept a return. Those non-mandatory return reasons include:
- The item doesn't fit
- The buyer changed their mind
- For other reasons not listed in the eligibility criteria
The Buyer and/or Seller may be asked to provide the following additional information as part of the evaluation:
- Provide photos to show the entire item(s) received
- Highlight the problem area, when applicable
- Serial number or IMEI number, when applicable
- Other information as warranted
Approved Returns - Under Nominal Amount
Returns under a nominal amount may be issued as an account credit in lieu of a refund to the original form of payment, and the Buyer may not be required to ship the item back to the Seller. Credits issued will expire in 90 days, unless the Buyer requests to have the funds added to their account balance.
Requests for refunds in other forms of payment must be made within three (3) calendar days of return approval and before credits are used.
Approved Returns and Refunds - Over Nominal Amount
Typically, refunds will be processed to the original form of payment no later than three (3) business days after confirmation that the item was returned by the Buyer to the Seller using the return label provided by Mercari.
When a return is approved, Mercari provides a free shipping label to the Buyer. The Buyer has three (3) calendar days to provide the item to the designated shipping carrier or the return may be voided. If the item was shipped and confirmed by the designated shipping carrier but is not received by the Seller, the Buyer will be refunded no later than 15 calendar days from the first scan date. If the Buyer does not use the return label provided by Mercari and the order has been rated by the seller, then a refund will not be issued.
Refunds Request After Rating
As noted above, if a Buyer has rated the item or does not contact Mercari to request a return within 72 hours of receipt of an item, a return will not be permitted and a refund will not be issued.
If a return request has been approved, the Buyer must return the item using the Mercari-provided return label within 72 hours. For clarity, the item must be dropped off with the carrier (according to the timestamp of the first scan) within 72 hours from receiving the return label. An approved return will be voided and payment released to the Seller if at least seven (7) days from the date of the initial return approval have passed without a tracking update.
A Buyer has 15 days from delivery date to contact Mercari to provide evidence that the item was stolen or may be inauthentic. For cases where the payment has already been released to the Seller, Mercari may refund the Buyer through an account credit which may be used toward the Buyer’s next purchase. Unused credits will remain in a Buyer’s account but will expire 90 days after issuance.
Seller Return Issues
When the Seller receives an item back from the Buyer, the Seller has 24 hours from delivery to let Mercari know that the item is not in the same condition as initially shipped. Sellers can inform Mercari about the item’s altered condition from the Order Status Page or Help Center and must provide all information and photos requested by Mercari within 24 hours. Mercari will review the request and take appropriate action, at its discretion.
Return Process Abuse
Abuse of the Return process, by either a Seller or a Buyer, may result in account limitation(s) and/or legal action, as determined by Mercari in its sole discretion.