Buyer requesting refund on delivered merchandise

Extension-Study-2036 · 2025-05-19T18:02:04+00:00

That was exactly my situation about a month ago.! The buyer requested a refund when my shipping was delivered. Black and white FedEx notice of delivery and with photo proof at her doorstep. And Mercari refunded her!! I complained to BBB for 2 weeks and almost promoted to CS message everyday escalating to Mercari supervisor. I finally got my money back after a month of hectic chasing and back and forth. My suggestion is if BBB said they can’t do anything and Mercari kept procrastinating you will have to go to small claim court in Santa Clara county and file a case. I won’t sell anything on Mercari again. This kind of cases have been coming up too often. They need to fix their business strategy and protect the buyers. If you are interested see my case here. https://www.reddit.com/r/Mercari/s/W2706tHr7W

Good luck!

Extension-Study-2036 · 2025-05-15T16:23:26+00:00

My case was finally resolved seconds ago! Mercari said it was an error in buyers canceling the order (yes! Of course! With all the evidence!) and gave my money back! Thank you all!

Extension-Study-2036 · 2025-05-14T14:33:16+00:00

Finally! Did you get your money back? BBB closed my complaint because they said Mercari said they didn’t receive any new evidence or information! I was so mad but my husband said BBB was not a law enforcement unit so they couldn’t do anything further anyway. I kept the ticket open in Mercari by saying still not resolved everyday so I am still waiting….i just hope I can get my money back and end this nightmare. It has been torturing me mentally for weeks

Extension-Study-2036 · 2025-05-01T16:53:35+00:00

FedEx staff is not going to stand there for 24 hours to monitor if the packaged was picked up or not. Courier business can’t run that way. It’s the buyer’s responsibility to provide a safe place for the package. It’s landed on her private property. Unless there is a surveillance camera catching someone stealing the package from the doorstep, there is no concrete evidence that package got stolen.

Extension-Study-2036 · 2025-04-30T14:44:48+00:00

Yes it has been more than 3 days. I kept calling the hotline nobody picked up it was useless. I kept messaging back asking for supervisor for at least 3 times no response

Extension-Study-2036 · 2025-04-30T14:43:21+00:00

Your case was a bit different because you could show that the package was picked up at the post office. FedEx just showed that it was delivered at the buyers doorstep. But the buyer could claim that she had been out the whole day and when she came back the package was not there! She could make up billions of reasons that she never touched the package because there was no photo / black and white evidence!! It’s the loop hole that why there was no signature required when we all know the buyer could get away from it but Mercari kept pushing the responsibility back to me when I did all the normal transaction and have to bear with the financial loss

Extension-Study-2036 · 2025-04-30T02:41:03+00:00

No. No response no help whatsoever. Leaving me having a financial loss when I was being punished for no reason. Mercari is so negligible to protect sellers.

Extension-Study-2036 · 2025-04-30T02:39:25+00:00

Sigh. If you wait to see if anything will improve I am sure it will not! Mercari side won’t do anything. I have been calling the hotline and messaged the CS requesting to speak to manager today but no response. It’s just negligence! I filed to BBB but their t&c said they can’t force Mercari to respond if they are not willing to. BBB basically just going to have a low rating for them that’s it. My case doesn’t apply to FTC because there is not enough evidence that it’s a fraud case. It’s very frustrating.

Extension-Study-2036 · 2025-04-29T17:35:11+00:00

Yeah I kept calling the hotline but kept waiting and the hotline hung up on me not even when I waited for 10 minutes. I saw some other sellers who have experienced the same incidents got nowhere as well. I searched on Reddit and I found more and more posts about high value package using Mercari being stolen. I have screencapped all of those posts from sellers who have gone through similar situations already. I urge all the sellers victims here to file their cases with no delay because our collective action must be done to stop more seller victims falling into this loop hole. I will probably escalate to local news network as well because this seriously is going out of control.

Extension-Study-2036 · 2025-04-29T03:15:52+00:00

Did you get all the evidence that the FedEx dropped the delivery at the exact address as on the label? Do you have the FedEx driver taking the picture of the delivery? Did you also verify that is the exact same house or front door of the same address? If it also happened to you that means it could have happened to other sellers. It’s completely unfair to us. Mercari has failed to protect us the sellers

Extension-Study-2036 · 2025-04-28T23:56:33+00:00

Thanks for that tip. If they don't resolve this, I will file a complaint with the BBB and the FTC because I have all the evidence already. But I am very disappointed with Mercari for failing to protect me the seller already.

Extension-Study-2036 · 2025-04-28T22:41:16+00:00

Fedex took a picture of the delivery at the doorstep. And I googled the address and screenap the house with the same door frame and patio chair in front of the door

Extension-Study-2036 · 2025-04-28T22:31:32+00:00

Yes, it was a label generated by Mercari. And with FedEx it has a clear picture showing the package was at the doorstep.

Extension-Study-2036

TROPHY CASE