Mercari

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website: https://www.mercari.com/
• Contact Us (orders, payments, accounts): https://www.mercari.com/us/help_center/contact/
• Orders and payments, Mon-Fri 8am-6pm PST: (888) 325-2168
• Licenses page: complaint and fraud-report line: (800) 280-4904 1 complaint mentions this number

Locations

Mercari order and payout problems: cancel, return, refund, held funds and support (checked October 14, 2026)

Cancel an order. Mercari's help article says sellers are asked to ship within 3 days of purchase. Buyers 'can also ask to cancel an order any time before it ships, but it's up to the seller to agree or deny the request'; if there are no tracking updates 15 days after purchase, the article says the order can be canceled at the buyer's request with the 'Cancel order' button on the order status page, and that cancelations may be subject to additional fees. The Terms of Service say that 'generally, cancelation of a transaction is not permitted once the product has been ordered by a Buyer, except as required by applicable law or regulation'.

Return or refund (buyers). Per the Refunds and Returns policy, a return request must be started from the Order Status page or the Rating page 'before the transaction is completed'. Mercari rates a transaction automatically within 72 hours of carrier-confirmed delivery, and after a transaction is completed the policy says 'returns or refunds are not permitted'. Return requests made within 72 hours of delivery are considered for three reasons: the item is significantly not as described, damaged during shipping, or inauthentic. Other reasons (for example the item does not fit or the buyer changed their mind) are listed as non-mandatory, where the seller may but is not required to accept a return. Buyers are asked for photos and must answer Mercari's requests within 24 hours. If a return is approved Mercari provides a prepaid label for items up to 50 pounds; the item must be dropped off within 72 hours of receiving the label, and the policy says refunds are processed within 14 calendar days after the return is confirmed. An item marked delivered but not received must be reported within 72 hours of the carrier-confirmed delivery time. The policy also says the carrier's acceptance scan of a return must occur within 168 hours of the return being approved, that returns not meeting these timelines may be voided, and that if the buyer does not use the provided label within the required timeframe the transaction will be rated and a refund will not be issued. It says requests made outside the Order Status page or Rating page do not pause the transaction and may not be reviewed.

Sellers: payment, fees and holds. Mercari's Seller Protection page states a 10 percent selling fee on the item price and buyer-paid shipping, and says that once the buyer rates the order the funds are released to the seller's Mercari balance. The Terms say the account balance 'may be held for up to 90 days' if there is an issue with an account or listings, extendable to 180 days after a determination of added payment risk or repeated violations, and that funds may be held for up to 180 days to seek reimbursement from a seller in listed circumstances such as a buyer refund, a chargeback or a Terms violation. Unverified sellers cannot complete sales producing more than $1,900 in earnings in a 24-hour period, and Instant Pay is limited to $600 a month until certain conditions are met, per the Terms. For payouts, the Seller Protection page says sellers who ship on their own must provide tracking information before they can be paid, and that ACH direct deposits are limited to one per day and are typically received within 5-7 business days. On a buyer chargeback the Terms say Mercari responds to the payment network as the merchant of record and the seller agrees to provide information within five (5) calendar days of the request. If a returned item arrives damaged, the Refunds and Returns policy says the seller must contact Mercari within 24 hours of receipt.

Contact Mercari. The Contact Us page lists Get Help options for Orders and Payments, or a call to (888) 325-2168, Mon-Fri 8am-6pm PST; account questions (ID verification, prohibited items, tax forms) can be sent by mail to PO Box 60178, Palo Alto, CA 94306. The Terms say Mercari 'is responsible for processing refunds, payment disputes and reversals, and providing customer service', but 'is not and shall not be involved in other disputes between Users'. They also say disputes between Users 'shall be resolved by such Users at their own cost', that Mercari 'may participate in the dispute at its discretion', and that 'After a transaction is processed, Mercari is the final arbiter of disputes between Users'.

Outside routes. The Money Transmitter Licenses page states a California right to a refund if Mercari 'does not forward the money received from you within 10 days' of receipt, and the Texas entry says to first contact the consumer assistance division of Mercari, Inc. at 888-325-2168. Mercari is a licensed money transmitter and its Licenses page names state regulators to contact for unresolved complaints about its money transmission services, for example the New York Department of Financial Services (800-342-3736) and the California Department of Financial Protection and Innovation (1-866-275-2677). Consumers can also file with the CFPB, the FTC, their state attorney general or the BBB, or dispute a card charge with the card issuer; the Terms say a buyer's account may be closed for filing a chargeback without first filing a dispute through the Help Center.

Regulator actions: none identified in the sources checked on October 14, 2026

No FTC, CFPB or state attorney general enforcement action naming Mercari was identified in the sources checked on 2026-10-14. This is a scoped statement: the CFPB enforcement actions page, filtered by title for 'Mercari', returned no results on 2026-10-14; the FTC site search page returned a page-not-found error when opened, and state regulator order databases were not searched, so those checks are not complete.

Mercari's Money Transmitter Licenses page (footer link 'Licenses / Disclosures') lists money transmitter or similar licenses in the U.S. jurisdictions shown there (NMLS ID 1486447). The page gives each licensing state's complaint contact; it does not describe any enforcement history, and none is claimed here.

Who operates Mercari and how the marketplace works

Mercari's Terms of Service are a contract with 'Mercari, Inc', which describes the service as 'an online consumer-to-consumer focused marketplace'. The Terms say Mercari does not sell goods itself or take possession of them, that sellers and buyers are 'entirely responsible' for the sale transactions between them, and that Mercari provides payment processing through third-party providers. Accounts require U.S. residence and age 18 or the age of majority. The Terms also say that Mercari 'cannot and does not make any warranties about items' quality, safety or legality' and that a buyer's legal claim about an item 'must be brought directly against the Seller'.

Corporate details. BBB lists the business as Mercari, a corporation, with alternate names 'Mercariapp, Inc.' and 'Mercari, Inc. Which Will Do Business In California as MercariApp, Inc.', business started and incorporated February 2014 per BBB's page data, and names Jeff LeBeau as CEO. The group's English-language corporate site (about.mercari.com) is published under the name 'Mercari, Inc.' and lists a 'Mercari US' business among its operations, so the group company and the U.S. contracting party in the Terms both use the name 'Mercari, Inc.' (the pages read do not state how they are related); the company's own pages in the U.S. give a PO Box in Palo Alto as the mailing address.

Terms version. On October 14, 2026 the Terms of Service page was headed 'Effective November 5, 2026' and carried a link to 'the current Terms of Service (effective February 24, 2025)', so a later version was posted but not yet in effect on that date. Readers should check which version applies at the time of their dispute.

Arbitration. In the currently effective Terms (February 24, 2025), Section 22 ('Legal Disputes and Use of Arbitration') says that any and all disputes or claims between the user and Mercari 'SHALL BE RESOLVED EXCLUSIVELY THROUGH FINAL AND BINDING ARBITRATION, rather than through other legal proceedings in court, except that you may assert a claim in small claims court', and it bars class or representative proceedings. The upcoming version (effective November 5, 2026) restates this with a defined term 'Disputes' and excludes requests for public injunctive or provisional relief from arbitration. Section 22 lets a new user opt out by mailing a written opt-out notice to Mercari, Inc., PO Box 60178, Palo Alto, CA, postmarked no later than 30 days after first accepting the Terms. The Terms are governed by California law.

BBB, Trustpilot and CFPB data as displayed on October 14, 2026

These are third-party snapshots; they are not summed or averaged with each other or with this site's own records.

• BBB (Mercari, Palo Alto, CA): BBB Accredited, rating A. The complaints tab shows 5,732 total complaints in the last 3 years and 1,682 filed in the last 12 months; the reviews tab shows 1.03/5 from an average of 921 customer reviews. BBB's rating is a separate measure from its customer review average, and BBB cautions that complaint text displayed might not represent all complaints filed.
• Trustpilot (Mercari U.S.): TrustScore 1.2 from 20,512 reviews; claimed profile since January 2017; the page shows no recent history of asking for reviews and that the company has not replied to negative reviews.
• CFPB database (Mercari, Inc.): 142 complaints in total, first received January 23, 2022 and most recent September 26, 2026; 67 received since October 14, 2025. By the database's product label, 109 are 'Money transfer, virtual currency, or money service'; the most frequent issue labels are trouble accessing funds in a mobile or digital wallet (30), a fraud-related category (23), money not available when promised (11) and other transaction problem (11). The database shows the company response 'Closed with explanation' and timely response 'Yes' for all 142.

This site's archive. As of October 14, 2026 this site had no approved complaint posts filed against Mercari; one 2020 post about another marketplace mentions Mercari only in passing and is not linked to this profile. No theme analysis is shown for that reason.

Court dockets naming Mercari (federal, as listed by Justia on October 14, 2026)

Justia's federal docket search for the party name 'Mercari' and a CourtListener search for 'Gaby's Bags' listed the cases below as naming Mercari, Inc. or 'Mercari' as a defendant. Entries are filings, not findings; the cause-of-action labels are Justia's, and the dockets available to this site do not describe the underlying facts of the individual cases. Other results for the name were cases against different defendants in which Mercari appeared only as a listed party and are not described here.

• Dalton v. Mercari, Inc., D. Minn. No. 0:26-cv-01584, filed February 23, 2026 (cause of action listed as the Americans with Disabilities Act): a stipulation of dismissal was filed and an order of dismissal was signed on August 17, 2026.
• Carrillo v. Mercari, D. Ariz. No. 2:25-cv-02994, filed August 19, 2025 (listed as breach of contract): the docket as last retrieved by Justia on October 7, 2025 shows an order to show cause why the case should not be dismissed without prejudice; later entries were not available to this site.
• Duff v. Mercari, Inc., N.D. Cal. No. 5:22-cv-02797, filed May 11, 2022 (Justia nature of suit 'P.I.: Other'): Filing 1 is titled a class action complaint for damages, injunctive and equitable relief asserting negligence, breach of implied contract, breach of the implied covenant of good faith and fair dealing, and unjust enrichment (claims as titled on the docket; the docket does not describe the facts). The Justia docket, last retrieved September 28, 2022, shows a stipulation extending Mercari's deadline to respond; later entries were not available to this site.
• Kiler v. Mercari, Inc., E.D.N.Y. No. 1:20-cv-05622, filed November 18, 2020 (listed as civil rights, disability): the Justia docket, last retrieved December 23, 2020, shows Mercari's counsel appearing and a request for more time to respond; later entries were not available to this site.
• Data Resonance LLC v. Mercari, Inc., E.D. Tex. No. 2:26-cv-00634, filed July 29, 2026 (patent infringement, not a consumer case): the docket as last retrieved by Justia on September 22, 2026 shows Mercari was served on September 7, 2026 and its answer deadline was extended to November 12, 2026.
• Gaby's Bags, LLC v. Mercari, Inc., N.D. Cal. No. 3:20-cv-00734 (transferred from M.D. Fla. No. 2:19-cv-00785, which was opened October 29, 2019 with the cause listed as a notice of removal): the CourtListener docket shows Mercari as defendant and counterclaimant; a stipulation of dismissal of the entire action with prejudice was filed by Mercari on July 28, 2021 and an order terminating the action was signed July 30, 2021. The docket entries read do not state the terms of the dismissal or describe the underlying claims, and none are described here.

Docket status can be outdated on aggregator sites; PACER shows the current record.

Is Mercari Legitimate?

Mercari, Inc. publishes Terms of Service, a Help Center with refund and return rules, a contact page with a phone line and mailing address, and a Money Transmitter Licenses page listing state money transmitter licenses with NMLS ID 1486447. BBB displays Mercari as BBB Accredited with an A rating, 5,732 complaints in three years and a 1.03/5 customer review average; Trustpilot displays 1.2 from 20,512 reviews; the CFPB database lists 142 complaints. These are separate third-party measures and are not combined. Items are sold by independent users, and under the Terms Mercari decides refund and return requests under its own policy.

Readers with a specific order should compare the return window, the 72-hour rating timer and the fund-hold rules above with their situation, keep photos and tracking, and use the Order Status page rather than outside messages to start a request.

Court & Public Records

Company Relationships

• Affiliated with: Mercari, Inc. (group company publishing about.mercari.com)

Frequently Asked Questions