We’ll thoroughly investigate the situation and require proof that the package was delivered empty … I tested EVERY item that I sell before I ship it out and now I have 2 buyers that "claim" the items do not work. If you did then so long as the tracking proves that the item was successfully delivered to the address provided on the PayPal confirmation of payment e-mail the buyer will have no way of being able to win an Item Not Received case. Glad to know Mercari “should” take my side since the tracking shows delivered. The buyer needs to take it up with Mercari and the USPS. The buyer received the item, didn’t send me a message until she cut it up into pieces to propagate because she said they were almost dead and informed me of what she did 7 hours after receiving the plants. I have this happen all the time. Given the buyer has good ratings and is primarily a seller, I'd figure the same happened to her; she should wait a day or two, then file a "missing mail" claim with the post office. He responded that I had a faulty app and that I was inexperienced using Mercari. Kept on lowering price. Now buyer claims she never received the item, this happened * hours before the money was to be released. YOU are the one who deals with the carrier not the buyer. The tracking number says delivered on my end. Are we going to loose out on a $100+ and have to refund this guy? You need to refund upon receiving photos...you do not wait for the insurance claim...that's between you and USPS. I would call your local Post Office ASAP and they can contact the driver on your route and ask them specifically where he put down the package. I know I have shipped the correct item (Jordan sneaker) and its impossible that he recieved PUMA sneaker because I do not carry or even have PUMA products. Maybe it will show tomorrow then. It's up to you as the buyer to understand the item and the quality of the seller before making a purchase. A customer just sent me a message through amazon that they haven’t received their package. Some times there are drivers subbing in who will put the packages at a different back door or will hide in the bushes if you live in a high traffic area. If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. It is possible the item is stolen after delivery, in this case, neither you nor the post office is responsible for the lost because the buyer is supposed to provide a safe place for delivery. The item showed "fee shipping" in blinking text. ... Now obviously if the item arrives damage or not as described, that's a different story. It very well might be (a scam), I have a feeling it is. They may also claim that an item was arrived damaged (when it didn’t), or they may cause damage themselves and claim it arrived damaged, resulting in them getting a refund from Mercari. But it appears as if everything is in order now. This happened to me before. FIX: On Mercari, under 'help' there is If you use Buy Shipping and a customer claims they didn’t receive it, Amazon will cover the cost when the customer opens an INR A-Z claim. I insured the package at full value. Furthermore, Mercari’s return policy left buyers … Broke the stand on the back, and it looked like he had attempted to pry parts off the back. I shipped out a piece of jewelry. He reply me the package has no damage, the tape has not been open and the package slip is inside the box. But I sold a Dewalt Jig Saw. You did your job and the item was marked as delivered. The item was shipped and tagged delivered by FedEx. I know I have shipped the correct item (Jordan sneaker) and its impossible that he recieved PUMA sneaker because I do not carry or even have PUMA products. Help for New Sellers. false false Maybe that will happen in this case as well. When the item arrives, the buyer has three days to confirm that the item arrive as described and to rate you as a seller. If an item you ordered hasn't turned up yet, you should check your Purchase history - opens in new window or tab in My eBay to see if the seller has marked it as shipped, track your item or contact the seller directly if tracking is not available. Put simply, it’s really not for problem. I used Mercari label and the item clearly show it is in transit - she wants a refund. On July 10th, buyer submitted a return request. When I placed an order there was a $4.25 shipping charge. I had a seller willing to work with me since an item I received was sent broken- she was happy to refund me but mercari didn’t allow us to correspond or fix the transaction because they decided it was closed. Loading ... Before You Start Selling On Mercari Watch This - Duration: 6:22. i bought an item from china, my 1st mistake. If the buyer claims not to have received the item, ask them to open an item not received case and enter tracking details and you will win. Buyer stated that he receiveda pair of PUMA sneaker instead. As with any type of online shopping, it's easy to buy something and be disappointed with what you receive. I despise Mercari and will never use them again! i filed a claim. The buyer needs to take it up with Mercari and the USPS. I did tell the buyer to check her mailbox again just in case it was missed. Put simply, it’s really not for problem. I was ripped off for $170 for a fake purse had my account restricted. I've had 2 sales on Mercari and both were purchased by scammers. It took from July 2020 until December 2020 to sell 1 item. Had this happen a few weeks ago. You did your job—sounds like they’re trying to be sneaky & claim a DNR. The case: I sold a bundle of 10 clothing items (NOT CHEAP). Refer to photos to see buyer's claim. The item went to another buyer. Hoping for the best good luck! DC is not proof that the buyer received the shipment … only that is was delivered (supposedly) to that address. Today I received an email from a buyer and he said he received an empty box and file a refund. so, i did just that, shipping cost me another $19.00. Sellers are of course advised that it is best to send everything tracked. I really feel this could be a scam. Buyer claims item is not received. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. That has happened to me a couple of times as a buyer only to have my package arrive a day or two later, and I've also had to deliver boxes to their proper owners several houses or even streets away that were misdelivered to my address as well. I would ask them if it’s possible that the package was stolen or delivered to a neighbor by mistake, etc—either way, it’s really not your problem & you should receive your funds. This buyer does more selling than buying from looking at their reviews. Mercari will not issue you a refund as long as the item is as described. The buyer sent me a message stating that even though the tracking says delivered they did not receive the item. I've advised him to lodge a complaint with AP and perhaps initiate an item not received claim in the resolution centre. Mericari automatically give the seller 5 star reviews upon delivery. Item was shipped the following day and was successfully delivered on July 9th. If the buyer claims they received an empty package, ask them to contact us via the Help Center. I want this case to be investigated. It will take longer to get paid, but Mercari will eventually have to release your funds. Paypal say a claim can be lodged under buyer (seller) protection. I would suggest that either yourself or the buyer go to the local post office and speak with someone there, they have a GPS tracking system on their scanners that can pinpoint exactly where the package was delivered to (buyer's address or an incorrect address), this should confirm whether or not the buyer is trying to scam you. I have had 2 items which were not up to par and Mercari did nothing. Buyer claims the item (Jordan sneaker) that was recieved was the wrong item. These ratings can help future buyers decide whether you’re trustworthy. I get that eBay & Amazon have their own rules but I wondered if legally there was a time limit they must claim within. Mercari does not have a way to contact them directly to inquire about the return request except to contact buyer … You will be able to request compensation in the following situations: The item you received is damaged; The seller sent a different item … If an item arrives damaged, you ask for a photo for proof, and then refund the buyer. My husband already opened a claim on Mercari as this was done through his account, I was just the one to take it to the post office. Any ideas on how to handle this? Then Mercari will not release your profit to you until the item is received. Advanced Question. Sellers are of course advised that it is best to send everything tracked. *We are not officially affiliated with Mercari, Press J to jump to the feed. Very well could be. Mercari is not a place for very low-end items like ($1 to $15) because you have to pay a 10% fee to Mercari and then for shipping as well, and even if the buyer pays for shipping, it’s still not worth it. Ah, ok. I use this example a lot … I personally had one that I was the buyer on and ended up being delivered to 232 my street instead of 1232 my … Don't agree to anything otherwise until they do especially if you think they're scamming. That was not or whom I thought I was buying the product from. I sold * items m***** and m*****, Mercari only paid me for * item. I want this case to be investigated. I did send her the screenshot of tracking and receipt. That's the whole point of tracking. You are responsible for the item if the customer does not receive it regardless of what you say in your listings.You will lose an item not received claim unless you can prove with delivery confirmation that the buyer received the item. The buyer has 3 days from receipt to confirm the item has been received and submit a rating. I have been a seller on Merc for years—been through this scam more than once. The buyer will be responsible for filing a claim with USPS per mercaris guidelines. 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