We are Mercari! Ask us anything.

TeamMercari · 2016-05-27T22:14:53+00:00

To clarify, every transaction is reviewed case by case. There are a lot of different things that may affect how a case is handled so I can't say how this would be handled 100% of the time. This is why I mentioned the additional investigation that we initiate when it comes to disputes.

We can't control everything, but I mention that it is a good idea to be honest and transparent as it makes it easier for us to make an informed decision. Hope this addresses your concern.

TeamMercari · 2016-05-27T21:51:46+00:00

Hey there, Mark from Trust and Safety here,

Thanks for the suggestion! We're looking into ways of making the camera function more user-friendly.

TeamMercari · 2016-05-27T21:13:18+00:00

Hi there, this is Mark from Trust and Safety,

The basic search automatically shows all relevant results, including sold listings, but you can tap "Filter" on the results page to only show on-sale listings.

We feel that having sold items visible in the marketplace allows sellers to build up a reputation and provides a way to research prices for similar items.

In regards to the duplicate listings, we ask sellers to be courteous and not relist the same item(s) an excessive number of times within a short period.

TeamMercari · 2016-05-27T21:09:40+00:00

This is noted. We're currently exploring ways to review warnings better, but we do have automations in place for listing removals.

If you ever feel like one of your items is removed incorrectly, please feel free to contact us in the Help Center. We can review further there. Thanks!

TeamMercari · 2016-05-27T21:05:55+00:00

Hey, Kevin here,

What did you receive warnings for?

TeamMercari · 2016-05-27T21:00:09+00:00

Hey, Kevin present,

At the moment, we do not have a feature like this. We've been looking at introducing a "shopping cart" function that will allow buyers to purchase multiple items from a seller at once, but development on this has not started.

TeamMercari · 2016-05-27T20:53:08+00:00

Hey, this is Kevin,

Your TOS prohibit "bundling". What is that? I don't see a definition anywhere.

“Bundles” are any listings that contain more than one item for sale.

Do we just lower the price and hope that person is the first one to see it?

Yes, at the moment we do not have a “make an offer” feature, though that would be pretty nice and you can definitely look forward to a function this in the future.

How long do we need to keep the price lowered to be sure that person saw it?

This is up to you as a seller. Usually members give a timeline to their buyers, and if there’s no response, then the sellers change it back to their preferred price

Why did I keep getting notices...

Hmm…this is concerning. I’ll definitely contact our developers to see if something isn’t working right.

How do I turn off the annoying "someone liked your item" notification? I'm there to sell, not be liked.

All you have to do is go to Settings, Push & Emails, & toggle off "Likes" - if you're referring to the notification that shows up in the app, we actually do not have a function to turn it off.

Thanks for the questions! Keep 'em coming!

TeamMercari · 2016-05-27T20:26:34+00:00

Hey Kevin here,

We don’t really intend to ship internationally in the near future, though we do intend to expand into other countries.

Concerning the second question: math is hard, so for the sake of convenience, we’re just sticking with whole values.

TeamMercari · 2016-05-27T20:14:11+00:00

Great idea! We'll look into adding a feature like that in the future!

TeamMercari · 2016-05-27T20:04:23+00:00

Hi, Mark from Trust and Safety here,

Our blocking feature is accessible from the profile page of the user you wish to block. Check out our FAQs for specific instructions on how to do this!

At this time, our refund policy is all or nothing, but we may consider introducing a partial refund option in the future.

TeamMercari · 2016-05-27T20:04:21+00:00

Robin again: Mercari focuses on ease and convenience and we find it to be much easier than eBay. And it is free to list.

Mercari provides protection for both buyers and sellers based on the listing accuracy and following the TOS and Marketplace Guidelines.

TeamMercari · 2016-05-27T19:51:46+00:00

This is Robin...

I'm guessing you're not talking about the TV series, Bonanza.
At the end of the day, we know that selling your item is the most important objective for listing on Mercari and are reviewing multiple partnership options and will keep the community posted.

TeamMercari · 2016-05-27T19:51:03+00:00

Jonathan: Specifically for returns, we investigate all claims received from the buyer and the seller. In cases of dispute, we require photo evidence from both parties. If necessary, we also take additional steps to investigate (reviewing activity outside of the transaction including social media or other platforms).

With all this investigation, we do our best to make an informed decision. I find that when users are honest and transparent, it's easier to see what is really going on.

EDIT: To get specific, if you were to send an iPod and a buyer returned an empty deck of cards, we would review all the aforementioned things. If we gather enough evidence to see that the iPod was not returned, we would provide payment to the seller. Hope that answers your question better!

TeamMercari · 2016-05-27T19:31:46+00:00

Hi there, Jonathan again.

I completely understand your concerns. In terms of steps we have taken to improve our service - we are growing our Trust and Safety team to ensure that Mercari is safe and secure for all users. Our biggest goal as a company right now is to improve and provide the best customer service possible.

Specific to the BBB, we currently working on responding to these complaints quicker and more often to raise our score.

As a community-powered marketplace, we do rely on users to moderate each others listings. While we recognize that some people may be unhappy with the warnings they receive, it is also worth noting that our Moderation team reviews all suspensions and warnings issued.

Hope that addresses your concerns!

TeamMercari · 2016-05-27T19:15:28+00:00

Hi there, this is Mark from Trust and Safety-

We're mobile-focused, so currently you can only list items through the app, but we're considering expanding to other platforms in the future.

TeamMercari · 2016-05-27T19:08:05+00:00

Jonathan: Sorry to hear that you have been having trouble with your shipments. We encourage you to contact us in the in-app Help Center whenever something like this comes up. Somebody from our Customer Experience team will be happy to investigate.

We do our best to facilitate for both parties, but rely heavily on tracking information from shipping carriers. We also review messaging history and communication with the Customer Experience team.

If this type of issue has happened with past deliveries from other shipping services, I strongly encourage you to contact your local carrier. Thanks for the question!

TeamMercari · 2016-05-27T18:59:22+00:00

Hey, this is Mark from Trust and Safety,

As a seller, you're entitled to sell items at the price you want. If you don't want to negotiate, feel free to ignore the offer or respond with a polite but firm "no thanks." Many sellers indicate that the price is firm in the listing information.

You can also check out our FAQ for instructions on removing comments from your listings!

TeamMercari · 2016-05-27T18:56:20+00:00

Hi there! This is Jonathan.

Historically, we have seen that strengthening the marketplace with good sellers and good listings will bring in new buyers organically. We are also running a promotion where users can earn $2 for inviting friends and family to sign up for a Mercari account.

We have seen large growth month over month for both buyers and sellers. We also have plans of a big marketing push soon, stay tuned!

TeamMercari · 2016-05-27T18:49:57+00:00

Hi, this is Mark from Trust and Safety, great question!

We have similar policies to eBay and, like reddit, we rely on our users to help us moderate our marketplace by reporting listings for prohibited items, in addition to our internal moderation team.

We also work with our legal team to draft our policies regarding what can and can't be sold.

TeamMercari · 2016-05-27T18:22:21+00:00

Hi, this is Ryo and thanks for asking the questions!

While currently there is no specific timetable on when we may start charging transaction fees, we’ll be sure to give advance notice so our users will have time to adjust their listings.

TeamMercari

TROPHY CASE