how does Mercari deal with returns/cancellations?

7 comments

1. Mostly NCNR (no claim no return).

   I think you can file a claim with Mercari but assume you would have to send the item back to the seller at your cost, and also assume the seller allows returns.

   As a seller, two times I have accepted a claim. I think for some DVD that I sold for 600 yen (I will sell anything…) and the buyer claimed it had a scratch on it. I just told the buyer to keep the DVD and I cancelled the auction as its not worth my time to send back the DVD.

2. No return is against mercari policy.

   You will notice that some sellers will write “nr,nc” No return/ no claim to bypass the mercari filter. If you type “No return” in your product description, it will say that you cannot sell a product with no return.

3. I’ve never had to return anything, but I did have the seller cancel my order after it arrive (it was a fake item). As a buyer using a debit/credit card, their cancellation policy is horrible.

   1.) You pay for the item and the money is taken from your bank account.

   2.) The transaction is cancelled and you receive an immediate refund.

   3.) A day or so later, you are then charged the same amount for the cancelled item.

   4.) Almost two months later, you’ll receive your refund.

   They have a diagram on their website explaining it. I’ve had to go through it twice and it feels like the most ass-backwards refund system in the world.

4. >so I’m kind afraid of buying something that comes defective with no right to return

   If they say it’s working on the listing but it’s defective. Or if they say it a product has only slight wear but it’s actually badly damaged (ie what you received is clearly not what you thought you were buying) then you can get a refund.

   Mercari’s policy is for users to work it out between themselves (obviously because mercari takes fucking forever to respond to anything) but (supposedly, I’ve never tried it) they will get involved if you cannot come to an agreement. But yeah they cannot just blanket say “no claim no return” (and what they have written on their profile is irrelevant) as if you have no recourse even when they give you a faulty product when it was listed as working normally.

   The only time I would say no claim no return (NCNR) is justified is when it is described but the buyer doesn’t want it anymore (tough shit of course) or when the product is listed as junk (動作未確認 for electronic stuff – ie not working or not confirmed to be working) because you arguably bought it knowing it might not work.

5. Yeah. Just adding to what everyone else has said; if the item is clearly defective and not what was described in the listing, you can take it up with mercari who will likely take your side.

   If you’re sending it back because you didn’t read the listing properly (I.e. you thought it was a different size/colour) then that’s on you.

   I once bought some high brand make-up on Mercari, and when it arrived it was clearly a knock off fake. I raised the issue with the seller, who sent me a message back saying “well, if you’d asked if it was real or not before buying I would have told you.”

   Um?? They had it LISTED as the actual brand with no mention of it being a dupe brand at all. Anyway, I sent it back 着払い, got my money back and blocked the seller.

6. Mercari resellers are divas nowadays, with like 3 paragraph long warnings on their sales items that are unenforcable.

   Stopped using mercari altogether because customer service is garbage however.

7. I have returned items before, but it can be a real hassle if the seller is an a-hole. Mercari will ask you to attempt to reconcile on your own with the seller first. But the seller will argue about it of course. After many attempts and waiting, Mercari will ultimately get involved.

   The seller may write their own rules in the description, which go against Mercari’s official policy. But I’d still take note of it as to avoid a potential headache.

   If you don’t feel confident about the seller and item, then don’t bother. Or if it’s cheap enough and you’re willing to gamble, then go ahead and take a chance.