Mercari

Initial Business Response /* (1000, 7, 2015/07/06) */
Seller received funds on 2015-06-10:16:after delivery was confirmed through a valid tracking number

Our Compliance team has determined that we require more information from this user, we ask them to follow the correspondence they have previously received to ensure timely access to their accountSigned, Mercari Customer Experience

Complaint: ***I am rejecting this response because:
Where is my purse? The tracking number was updated on the site the day before the buyer completed the transactionNot only that, Mercari's automated response to the Revdex.com still does not describe why my account was suspended in the first placeI contacted my bank and they had no idea what Mercari was talking aboutThe buyer contacted Mercari whole days after she confirmed having received the order only to say it was by accident and that whole time, Mercari was holding my payment claiming there was fraudulent activity on my card, which obviously there wasn'tMercari had zero intentions of ever releasing the payment to me because even after I requested direct deposit and before the seller even sent the dispute, my direct deposit request to Mercari was ignored and my account was suspendedAnd I obviously no longer have the tracking numberI threw away the receipt from the post office after the buyer marked the transaction as completeSo now not only do I not have my payment, Mercari gave away my ** purse to the buyer for free. *** *** *** ***

This user has been banned from our marketplace for committing invite fraudThe incorrect use of invite codes (such as creating multiple accounts) is against our Terms of Service, as is creating multiple accounts which can indicate fraudMercari considers this case closedSigned, Mercari Customer
Experience

We have confirmed the package was returned through the aforementioned USPS tracking numberBecause of this we are obligated to issue your buyer's refund, since they fulfilled their obligation to return the order and can offer no further assistance to the user at this time
Signed,
Mercari Customer Experience

This user has been suspended by our Compliance departmentAll correspondence should be directed to ongoing conversations with our Compliance team, we are unable to reveal details about this case through this channelSigned, Mercari Customer Experience

Complaint: ***I am rejecting this response because: I would be happy to verify however u are Asking me for a social security numberI'm sorry but I don't feel comfortable giving u thatSincerely,*** ***

Complaint: ***I am rejecting this response because:
On august 22nd, Mercari canceled a transcation of mine. *** this item was delivered to the buyer on August Mercari owes me $for the transaction
Sincerely,*** ***

We apologize for the confusionWe have lifted the Direct Deposit hold on this user's account, they are now able to request a deposit of their fundsSigned, Mercari Customer Experience

Mercari has a Buyer Protection Guarantee in the case that a buyer receive an item that is not as described as the listing. ***
The initial contact regarding the issue was received where we requested photos of the item to verify their claimsAs there
was no response within hours responding to the issue, the transaction was completed and funds were released to the seller
We're unable to approve returns without valid photo evidence
Signed,
Mercari Customer Experience

Complaint: ***I am rejecting this response because:I was told that mercari will release the funds to the state property of Texas if no information is providedI have told mercari several times that I do not trust them with my private information such as state id etcit has been 3-weeks and mercari still has the funds with themWhy is mercari lying and keeping the funds when the account had been deleted and the funds were suppose to be transferred over to the state of Texas of unclaimed propertyI would like my funds transferred over to my bank account that was on file with mercariIf you do not let me have my funds I will seek legal action against mercari for fraud and keeping the fundsIt is illegal and you have deleted my accounts and kept my funds for no reasonI need this resolved right away.Sincerely, *** ***

Initial Business Response /* (1000, 8, 2015/07/06) */
We are allowing the user to complete all transactions and direct deposit requests before closing the accountUser's account was suspended due to continuously selling prohibited items after warnings
Initial Consumer Rebuttal /* (3000, 10,
2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that my account was suspended due to continuously selling prohibited items after warnings and I want to back item mXXXXXXXXX that I already shipped themi will respect to close my account and accept and I told Mercai about that looks like they don't want to help me to resolve problem about return my (one item) is return me back thank you

Complaint: ***I am rejecting this response because:
Their accusations are untruePeople were flagging my listings for no legitimate reason other than I wouldn't sell my rare products to them at flee market pricesMercari did NOTHING but remove my listings and called it prohibitive behavior instead of investigating and finding out the truthThere are people whose behavior is prohibited and mercari has done nothing about thatguess it's all in who you knowThis is discrimination and I will be contacting other agencies who will help meTheir customer support is non existentI guess that's to be expected with a Japanese company running out of San FranciscoSuch a sham!
Sincerely,*** ***

Complaint: ***
I am rejecting this response too, because the coach handbag the seller sold me is a counterfeit handbagIf I had known it was a counterfeit handbag I would've purchased itThe seller listed the handbag as a authentic coach handbagThe tags are still attached and it has never been usedYour policy also has documented in it that counterfeit goods or goods infringing on a third party's intellectual property rights such as: listings of non-brand, non-genuine, imitation, fake, or replicaItems in violation of copyright, including handmade, or other items with copyrighted characters, brands logos, etcNote: For brand-name products, serial numbers or receipts must be available when listing the itemYour company doesn't follow its own policyFor example, your company is still refusing to give me a full refund for this counterfeit handbagI 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 MercariYour company gave me my money back for those two transactions, because I knew immediately when I received them that they were counterfeit handbagsThe three sellers who sold me these counterfeit handbags accounts were never shut down, and they're still selling counterfeit coach products including the counterfeit handbags I returned back to them on MercariYour team member name Ramona sent me a message on *** at 8:p.m., which had documented in it that if I no longer want to keep the handbag I can resell it on MercariThis proves my point that your company doesn't follow its own policy, because your company is still refusing to give me a full refund for this counterfeit coach handbag, and endorses counterfeit products because your company is allowing these three sellers and many other sellers to sell counterfeit products on MercariFinally, your company still owes me a full refund, because of the information documented in your policy, which is listed belowI didn't know that your policy has documented in it that for brand-name products, serial numbers or receipts must be available when listing the itemThe serial number wasn't shown inside of the handbag or a receipt, so your company once again owes me a full refundI attached the pictures of the advertisement abovePlease, send me a full refund in the amount of $Thank you!
Sincerely,
*** ***

For items valued under $it is our policy to refund both buyer's and seller's for the value of the itemIn this instance it appears a mistake was made by the seller and an item valued over this amount was sentIn this instance it appears the buyer and seller have been able to resolve the
situation and the incorrect item has now been returned to the sellerSigned, Mercari Customer Experience

As addressed in previous messages we are unable to provide specific information regarding why an account has been terminatedWe sincerely apologize for the inconvenienceSigned, Mercari Customer Experience

Initial Business Response /* (1000, 7, 2015/05/18) */
seller sold a prohibited item
Initial Consumer Rebuttal /* (3000, 9, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this isn't an answer at all I sold clothing which isnt a prohibited item
They are just trying to scam meThey just admitted that I sold itemsIf I sold items then where is my money this is not okThis is illegalMy next step will be contacting the police where the business is located

We apologize for the confusion here
In order to protect buyer information, we do not allow multiple users to share payment methods
However, since the user has contacted our help center, I will be happy to reinstate both you and your husband's accounts once you both verify your
information
To do so, please visit the Notifications section and follow the verification promptOnce you have both finished, please respond to this message here so that I can take care of your issue as soon as possibleSigned, Mercari Customer Experience

We are unable to locate the user in our database based on the information provided, if they are able to send us the email address or phone number they used to verify their account we'll be happy to assist furtherSigned, Mercari Customer Experience

This user has been removed from our platform for violating our Terms of ServiceThe sale of counterfeit items is illegal and therefore Prohibited ConductWe apologize for any inconvenience, but will not be reinstating this accountSigned, Mercari Customer Experience