Mercari shook the world of online selling on Wednesday by announcing that buyers would be responsible for all fees, including payment-processing fees and a buyer service fee. In return for paying fees, buyers can now return items within 72 hours of receiving the item – even if it’s simply because they changed their minds (known as buyers remorse).
Mercari published its new refund and returns policy on its website, where it states that the return policy “reflects a balance between the needs of both parties to the transaction, the Buyer and the Seller.”
Buyers must initiate a return request within 72 hours of the carrier-confirmed local delivery time – and prior to rating the transaction, according to the policy. Sellers are required to provide shipping labels for the buyer to return items that are over 50 pounds.
In a section titled, “Return Eligibility,” Mercari said buyers can choose from among the following reasons for initiating the return:
- I changed my mind
- Item doesn’t fit
- Item smells
- Item is not as described in the listing
- Item doesn’t work as described
- Item was damaged during shipping
- I didn’t received everything I ordered
- I received the wrong item
- Authenticity concerns
Importantly, Mercari states that sellers have the opportunity to inform Mercari about returns abuse, explaining in a section called “Seller Return Issues”:
“When the Seller receives an item back from the Buyer, the Seller has 24 hours from confirmed delivery to let Mercari know that the item is not in the same condition as initially shipped. Sellers can inform Mercari about the item’s altered condition from the Order Status Page or Help Center and must provide all information and photos requested by Mercari within 24 hours. Mercari will review the request and take appropriate action, at its discretion.”
Recognizing that buyers and sellers may treat returns differently according to the value of the item, Mercari makes a distinction in how it handles low-value goods:
“Returns under a nominal amount may be issued as an account credit in lieu of a refund to the original form of payment, and the Buyer may not be required to ship the item back to the Seller.”
For approved returns over a “nominal amount,” Mercari states:
“Completed returns will either be refunded to the original form of payment or to Mercari Credit. If Buyer selects to be refunded by Credit, Credit will be issued upon confirmation that the item was shipped back to the seller. If Buyer selects to be refunded to the original form of payment, the refund will be processed no later than 14 calendar days after confirmation that the item was returned by the Buyer to the Seller using the return label provided by Mercari. The Seller has the right to dispute the condition of the returned item and Mercari has the right to not issue a refund if the purchased item was not returned to the Seller on time and in the same condition as received.
“For a completed return, you will receive a refund to the original form of payment or in Mercari credit, excluding the payment processing fee and, in some cases, the service fee and other third party fees may not be refunded.”
Take a look at the new Mercari Returns policy and let us know what you think in the comments below – and be sure to see what sellers are saying about Mercari shifting fees from the seller to the buyer on the AuctionBytes Blog.
RETURNS … I already had 72-hours to make a RETURN or DISPUTE a purchase with Mercari if need be. It was very rare to have an issue buying on Mercari. This “new return policy” adds NO VALUE to me and asking me to pay MORE FEES!
THE REAL HEADLINE … MERCARI SHIFTS ALL FEES TO BUYERS!!!
What makes Mercari think “they are doing something special” … when all they are doing is trying to make their BUYERS have to PAY MORE. Sure, you can have NO SELLER FEES for Sellers … but WHAT HAPPENS if you have NO BUYERS?!!
I have made OVER 100-PURCHASES on Mercari since I found them a few years back as an ALTERNATIVE to eBay. Now, as I understand it … not only am I paying for the ITEM, SALES TAX, SHIPPING FEES, now I am EXPECTED TO PAY a “BUYERS FEE” as well as “CREDIT CARD FEES” on top of everything else???!!! Ha … ha … ha … ha … ha … ha … ha!!!!!!! NOT!
When I walk inside a STORE or RESTAURANT … if I find they CHARGE EXTRA for use of a CREDIT CARD then I make note NOT to return!! It has been the GOAL of BANKS to get BOTH the CONSUMER and BUSINESS to PAY for the use of CREDIT and DEBIT CARDS … these days more and more merchants are trying to “shift” the fees to their customers. If I have to PAY TO HAVE ACCESS TO MY MONEY then I will AVOID all such businesses. I would support a business with a CASH and/or CHECK only rule … but don’t make me PAY MORE to SPEND MY MONEY!!
Not only does Mercari want me to PAY for the CREDIT CARD FEES … now, I am EXPECTED to pay a BUYERS FEE as well?!!! SORRY, it’s BAD ENOUGH that I am stuck with SHIPPING FEES and SALES TAX … this is all TOO MUCH!
SHIPPING FEES are the REAL DEAL KILLER … it’s funny how Amazon can ship just about everything for FREE and they are the ONLY business in the United States that I know of that is getting such a DEAL from the United States Postal Service (and HOW so?!!). But, if I want to try and SUPPORT a SMALL SELLER online … many times what I have to pay for SHIPPING can COST AS MUCH AS THE ITEM itself!!! Now, a BUYER is EXPECTED TO PAY more than all of that?
I have a feeling that I will not be shopping with Mercari sellers going forward.
PRICE ABUSE … as it is, because Mercari has NO LISTING FEES already, you will sometimes see an item being sold for MUCH MORE than its “true” value. Do you think I want to shop a marketplace knowing prices are “jacked up” because a seller knows they don’t have to pay fees … what will this NEW POLICY do?
I know sellers have to put forward a lot of effort just to list and then try to sell their goods online … then they got blasted with more & even higher marketplace SELLER FEES, national SALES TAX COLLECTION bookkeeping, and now SALES VOLUME THRESHOLDS for the collection of FEDERAL & STATE INCOME TAXES!!! I think that BOTH the ONLINE MARKETPLACES and GOVERNMENT is doing all that it can to DESTROY this online economy! Should we all just go back to YARD SALES and SWAP MEETS?
I suppose … the GOVERNMENT, the POST OFFICE, the BANK, and the ONLINE MARKETPLACE will make sure to get THEIR money! HOW MUCH (if any) is left for SELLERS?
SORRY, everyone … but this CONSUMER has just about had ENOUGH!! When SHIPPING CHARGES turn out to be the DEAL KILLER … DON’T EXPECT ME TO PAY MORE for BUYERS FEES and CREDIT CARD PROCESSING FEES!!! Ha … ha … ha … ha … ha … ha … ha!!!!!!!
I’m still digesting all this. One thing that is not completely clear to me is whether as a seller of a low value item in a case where the buyer has buyer’s remorse and Mercari doesn’t require the item to be returned, am I still docked the price of the good? Because if so, and I don’t get the good back, then selling low prices items may no longer be attractive on Mercari.
interesting, i remember leaving Mercari, as a seller, because i mistakenly put in a low price for one of my Asins, and I was blocked from correcting it to a higher price…
their reply ‘we at Mercari like low prices, we dont believe in raising prices’
hmmmm
Imma return my half-eaten chocolate bar for a full refund, bruh!