Mercari

To whom it may concern:
 
Per Mercari's terms of service "if Mercari determines that your use of an Account violates any of our Terms, or is otherwise inappropriate or illegal, Mercari may, at its sole discretion, take action, up to and including termination of your account."
 
This case has been closed and will not be reopened.
 
Signed,
Mercari Customer Experience

After careful review of this account, we have identified 6 previous accounts associated with this address all of which have been suspended for failure to comply with our Terms of service. We had previously advised this seller that if they were to return to our service, we would not release any funds...

earned.
As of 5/15, all remaining funds have been released to this seller. We have advised them if they are ever to return to the service, all funds will be held indefinitely.
Signed,
Mercari Compliance

We attempt to moderate all listings and remove any Prohibited Items. However, we're unable to review every single listing posted on Mercari. Because of this, we rely heavily on members of the Mercari community to report inappropriate or Prohibited Items.  Since this transaction has been completed and the customer indicated satisfaction initially we are unable to assist further. Signed,Mercari Customer Experience

We regret the error in this instance, users are able to contact us directly through the Help Center if our FAQs do not provide the assistance required. We are also accessible at [redacted]. In this instance we have reviewed the transaction and are able to make an exception to release the...

funds of the sale to the seller, we have also removed the warning that was given regarding the sharing of email addresses. The feedback regarding our app is much appreciated and will be taken into consideration! Signed, Mercari Customer Experience

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]ok so what's gonna happen what's next ?

Initial Business Response /* (1000, 5, 2015/08/03) */
Locked devices are prohibited on Mercari. Locked devices are stolen.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your going to be that naive and say...

all locked devices are stolen? How about if they forgot to take it off or lost it or if we bought it off nother party locked? And why would you let me sale it in the first place when you guys told me to proceed and complete my transactions I have all the pictures needed? You guys never had locked devices as a prohibited item when this took place and I can show you the proof... And even if it was misplaced by someone or stolen you still have no right to keep my funds you should return my device or money... How you going to keep someones money because you "think" it stolen... Let me know the process in getting the courts involved ... You think your just going to keep my money because of your opinion that it is stolen?... When am I getting my money or my device? You guys aloud me to complete the transaction and never had locked iphones on your prohibited list ... If it was a problem why would you tell me to complete the transaction???

After review this users funds were held erroneously, in this instance we have restored the users account and allowed them to request a Direct Deposit, we apologize for the inconvenience. Signed, Mercari Customer Experience

This user was removed from our marketplace as a precaution due to alerts of a foreign payment method from our payment processor. Mercari does not support transactions conducted with non-US payment methods. 
 
Signed,
 
Team Mercari

It appears this user is discussing a transaction other than the original complaint, we will be more than happy to investigate if the user can clarify the issue and provide the corresponding item id. Signed, Mercari Customer Experience

Initial Business Response /* (1000, 5, 2015/08/03) */
The tracking number we have on file, XXXXXXXXXXXXXXXXXXXX, is invalid.
Here is the last message from the buyer.
"At this point I'm very concerned that I have lost my money on this item. I have requested this transaction to be canceled and...

the money has been out of my account since July 10th. I have printed off all of your policies. When can I expect my money? Did you release the money to the seller? I need a response today, or I will need to proceed to my next course of action. This has been a nightmare and its a lot of money. If this was just over $20, I would have dealt with the loss and terminated my account. Unfortunately, it is not just $20.
I would appreciate a response please.
Thank you!"
Buyer did not confirm delivery.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11316452. While I do not find it satisfactory that any website would say 5-7 days is NORMAL for a return to be processed I was refunded eventually.  I will never do business on that site ever again. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: There was a glitch in the app that did not allow me to see their warnings until they suspended and deleted the account.Sincerely,[redacted]

This transaction was cancelled and the buyer has been issued a refund in the original form of payment. It can take 5-10 days for the refund to appear on their account.
Signed,
Mercari Customer Experience

Complaint: [redacted]I am rejecting this response because: I was never given a warning and their are other people at the same address that would like to shop on their and possibly sell items.  They should not be held accountable for anything that they have no part in.  For example .. my mom and step dad.. they loose word of mouth and I have lost a trusting and good rep due to their actions.  Mercari knows that many websites are linked by word of mouth and by doing this they have caused questions and grief.  I will file a complaint as well with the [redacted] .. they allowed friends of mine that sell on their to be scammed and one friend lost quite w bit of money.  The online shopping would be a safer and secure place without Mercari. The friend of mine after a month is still waiting for help from them.  They are formed out of China and have no respect for US buyers.  I did nothing wrong...and trying to go in and delete my account ..it is showing not registered as the other one did so the account was redone.. never once did we have more than one scxount and that is the reason they gave to shut me down.  So not the case I have no reason to be banned from site.. I asked for proof of accounts and they refused. I deserve proof and a verbal conversation with them and they still owe me 50.00 that I made and requests but never received..
 
 
Sincerely,[redacted]

Mercari’s Buyer Protection Guarantee does not include users who commit violations to our Terms of Service. Per Article 8 of Mercari’s Terms of Service, “You may not use Mercari Service to commit fraud, theft or any other crimes against Mercari, another Mercari user or a third party.”
 
This...

user’s privileges have been revoked due to these violations. Mercari considers this case closed.
 
Signed, Mercari Customer Experience

Initial Business Response /* (1000, 7, 2015/07/06) */
Buyer received a refund in credits which the user spent on XXXX-XX-XX at 18:37:14. User's account has been deleted as requested on XXXX-XX-XX at 14:01:49.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/09) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
I do not except it because they compley ignored my request for refund in the timely matter and I had to meet with the seller to receive the refund, witch could of been dangerous. Mercari did not refund it, the seller did, we meet at a Mall and she will verify it. She also tried contacting Mercari to refund my money and they ignored her too.They didn't delete my account until I said I've had enough and was going to the Revdex.com and they should have all the conversation and between me and the seller about this.They didn't handle it like their policy states they would.

This user's account has been suspended pending deletion because we found that they had previously created accounts which have been terminated due to violations of our Terms of Service. Per Article 2 of our Terms of Service, users who have had their accounts suspended or terminated due to prior...

violations of our Terms of Service are prohibited from creating new accounts. Signed, Mercari Customer Experience

Complaint: [redacted]
I am rejecting this response, because the coach handbag the seller sold me is a counterfeit handbag. If I had known that it was a counterfeit handbag I wouldn't have purchased it. The seller listed the handbag as authentic. The tags are still attached, and it has never been used. I have plenty of pictures of the handbag to prove that it is counterfeit, and I never used it. I sent your company those pictures, as well. In addition, I attached pictures of one of your companies team members name [redacted] who sent me a message on [redacted] at 8:48 p.m., which had documented in it that if I no longer want to keep the handbag I can sell it on Mercari. Finally, I recently purchased two more coach handbags from random sellers on Mercari just to make my case stronger, and prove how many sellers are selling counterfeit handbags on Mercari. Your company gave me my money back for the last two counterfeit coach handbag transactions, because I knew immediately when I received them that they were counterfeit coach handbags. I have a lot of knowledge on how to spot a counterfeit handbag now after speaking to a Senior Advisor at Coach concerning this counterfeit coach handbag purchased on Mercari. The three sellers who sold me these counterfeit handbags accounts were never shut down, and they're still selling counterfeit coach products on Mercari. This proves my point that your company endorses counterfeit products, because your company is making a lot of money off of buyers who don't know that these items are counterfeit.
Sincerely,
[redacted]

It looks like these funds were being rejected due to the incorrect routing or account number being used. We had suspended the account due to compliance issues. Now that we have verified the seller's information, the account has been reinstated and they have full account privileges.
Signed,
Mercari...

Customer Experience

At this time this users Direct Deposit privileges have been restored, per their previous correspondence with our compliance team. 
 
Signed, 
Mercari Customer Experience Team