When something goes wrong, we want to be there for you in the best way possible. This includes returns.

If you’ve participated in our returns surveys or reached out through social media, thank you for your help in making Mercari better. We read every single one of your survey responses. From your feedback, we understood the frustration, especially on the seller’s side of a return. 

We’ve been working hard to make the returns process more fair and transparent and wanted to share some updates we’ve made so far.

Returns for sellers

As a seller, when a buyer asks for help with a return, in most cases, you’ll have the opportunity to see the issue, along with their submitted photos. You’ll be able to share any feedback you might have. 

If the item is returned to you, you now have up to 24 hours to make sure it’s the same product, in the same condition as it was when you sent it out.

Returns for buyers

We’ve updated the rating experience so it’s a clear choice for you to either rate the seller or if you need additional support, get help from our customer service team. 

We want it to be easy to get support when you need it.

We now have better customer support for when you need help. This means a dedicated Returns Team that specializes in the returns process. This team is focused on making fair and transparent decisions.

For example, you’ll have the option to give feedback directly to the seller or to the customer service agent about your return:

As a seller, read specific feedback provided from the buyerGive Mercari private feedback about your return

Plus, we’re updating the notifications you get from Mercari so you know exactly what’s going on. 

We aren’t stopping here. The returns process has become much more transparent, but there’s more to come. We look forward to hearing your feedback!

— Team Mercari