“Mercari lost my package, refused to help, and then warned me for canceling the order so the buyer could get their refund.”

TL;DR: I used a Mercari QR shipping label, the package got lost, a human at UPS said Mercari had to provide their account number and shipping invoice to investigate, Mercari support ignored my request and sent canned responses, the buyer and I were stuck, I had to cancel the order so they could get their money back, and Mercari then had the gall sent me a pre-programmed warning for canceling (I had to cancel an earlier, unrelated deal). My item is still missing and getting a real human response from Mercari seems impossible.

This is my second major customer service failure with Mercari, and it really shows how messy their customer service is.

I sold a pair of headphones using a Mercari QR code shipping label. I dropped it off with UPS and everything seemed fine — until the tracking froze for more than two weeks.

The buyer and I both contacted UPS. UPS told us both the investigation couldn’t proceed because Mercari owns the shipping account tied to the QR label, so Mercari had to provide their account number and the shipping invoice.

So I contacted Mercari support and explained exactly what UPS told me.

What did Mercari do?

They sent copy-paste responses that clearly didn’t read my messages. One rep literally told me to “call UPS,” which I had already done — and which UPS had already told me was pointless because Mercari needed to contact them.

So the buyer and I were basically stuck waiting because Mercari wouldn’t do the one thing required to move the claim forward.

Eventually the buyer understandably wanted their money back. The only way to release their refund was for me to cancel the order.

So I did.

Then Mercari sent me a warning for canceling the order and a treatise on how to avoid cancellations in the future. What, bitch?

Let’s recap:

• I used Mercari’s QR shipping label

• The package was lost in transit

• UPS required Mercari to provide documentation

• Mercari support ignored the request and sent canned responses

• I canceled the order so the buyer could get their refund

• Mercari warned me for canceling

And the best part? Getting a real human at Mercari appears to be impossible. Every response felt like a bot or someone blindly pasting scripts without reading the conversation.

So now:

•	My item is still missing

•	The buyer only got their money because I canceled

•	Mercari avoided doing anything to resolve the problem

I’m not sure a human was ever involved at Mercari. Oh, and the bot had the AI balls to close their last “this sounds like a ‘you problem’ now since we forced you into canceling” email with “I’m here to support you.” It’s enraging.