Mercari

Final Consumer Response / [redacted] (2000, 8, 2016/02/02) */ Update: I was credited for both transactions on January 19th

Complaint: [redacted] I am rejecting this response because: We never received a request for photos or had other form of communication other than the return was not approvedI am attaching the damaged candle photosWe do NOT want store credit and the debit card has been cancelled to make sure further charges were not madeI will gladly ship the shards of glass back to the seller in return for a prepaid debit card in the amount of $21.00.I am rejecting this response because:Sincerely, [redacted] ***

This user was awarded the balance for the transaction [redacted] that was accidentally cancelledThe balance awarded was $Additionally, this user was refunded, as a onetime exception the [redacted] intercept fee (which Mercari does not cover per our Terms of Service)The refund for that transaction [redacted] was an additional $for the [redacted] intercept feeMercari went above and beyond to satisfy this customer, including circumventing our own Marketplace Guidelines to ensure customer satisfaction Mercari considers this case to be resolved

Complaint: [redacted] I am rejecting this response because:I have not received a refundAnd the company will not allow me and more correspondence on the subjectSincerely, [redacted]

Regarding this inquiry, bouillons encompass all colors and types and are still considered prohibited on MercariThis case has been closed and will not be reopenedSigned, Mercari Customer Experience

Due to the violations of our Terms of Service, Mercari considers this case closedSigned, Mercari Customer Experience

Complaint: [redacted] I am rejecting this response because: I have requested a direct deposit which I did not receiveI received an email saying that the company did not believe I mailed the item (boots)I was told to contact through the app help center which now does not workIt clearly shows where the customer C Parsons rated me after she tecieved the itemI'm due $which this company still has sent to me!!!! I want my money Sincerely, [redacted]

According to Mercari’s Terms of Service Article User Registration; Account Information: Users “are only able to register for one account.” It also states that “Mercari may choose in its sole discretion not to approve your account registration if: (iii) you have had a previous Mercari account terminated or suspended; or (iv) Mercari otherwise determines that your account registration would be inappropriate.” It was determined that this user has breached the User Agreement and persisted to engage in Prohibited ConductThey are ineligible for reinstatement Mercari considers this case closed

Complaint: [redacted] I am rejecting this response because: there is no response? I do not see any response?Sincerely, [redacted]

According to Mercari’s Terms of Service Article Termination of Use; Discontinuation and Modification of the Service “Mercari may in its sole discretion terminate your user account on the Service or suspend or terminate your access to the Service at any time, with or without notice.” Mercari determined this user contacted their bank to submit a disputeThis usually an indication of fraud and the account has been suspendedThe user is ineligible for reinstatement.Signed, Mercari Customer Experience

Complaint: [redacted] I am rejecting this response because: I am not asking to reinstate my accountI'm asking to refund all the items I sold and provided tracking numbers for that mercari just cancelled with no warning and refused to contact me about for monthsCustomer service avoids the question completelyCrooks.Sincerely, [redacted] ***

Regarding this inquiry, we have reimbursed this for the item price in Mercari CreditsMoving forward, if there is any issue with an order, please contact us immediately, so we can address the issue as soon as possibleOnce a rating is submitted, we will no longer be able to process a return and/or refundThanks for understandingSigned, Mercari Customer Experience

Complaint: [redacted] I am rejecting this response because: If this situation is in regards to me, I should be able to obtain the details on why my account was suspendedWhy is it secretive with this company? 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]

We have determined that the user has engaged with strictly prohibited conduct in the marketplace such as creating multiple accounts and causing multiple disputes with their buyers.As stated in Mercari's Terms of Service Article ""Mercari may prohibit a user that is terminated for engaging in any prohibited conduct from using and accessing any future services provided by MercariMercari will not be obligated to refund any payments or provide any compensation in connection with acts taken by Mercari in accordance with this Article.""As this user has been suspended previous and has still created additional accounts, they are ineligible for reinstatement Signed, Mercari Customer Experience

This user has received several responses to their inquiries through the in-app Help CenterMercari has determined that this user has abused shipping labels by transacting with another Mercari account Per Mercari’s Terms of Service, “Mercari may prohibit a user that is terminated for engaging in any prohibited conduct from using and accessing any future services provided by Mercari.” This user is ineligible for reinstatement, and has been permitted to request a Direct Deposit to receive their fundsThis account will be deleted once the Direct Deposit is processed Mercari considers this case closed

To whom it may concern, We have requested identity verification from this user per our compliance teamUpon receipt, further action will be taken Signed, Mercari Customer Experience

Hi SS, It seems that the credit/debit card associated with this account has initiated a bank inquiryThis can indicate that the card was used fraudulently or without the permission of the card holderFor this reason, we have terminated your accountIf you have any questions, please contact your card issuerIf you are a Buyer and currently waiting for items that have been shipped, please rate your sellers once the items are receivedIf you are a Seller and have transactions in process that have been shipped, we will allow you to complete your transactions so your buyers can receive their items and you can receive your fundsYour account will stay on suspension until your buyers have verified that they have received their items and rated youAt that time, you will be able to request a Direct Deposit to have the funds sent to your bank accountWhen all your transactions and Direct Deposits are completed, we will delete your accountThis is in the best interest of all Mercari users, as we are trying to remain a safe and friendly communityBest, Team Mercari

At this time it appears that the user has been able to request a Direct Deposit for their funds, we apologize for the delay in attending to this matterSigned, Mercari Customer Experience

This transaction was canceled on 11/7/after the item was confirmed to be lost in transit Signed, Mercari Customer Experience