I asked why, if they have determined the item is prohibited and admit that a fake bag was sold on their website, am I the only party affected? They offered me credits that don't expire but refused to engage in any conversation that would include my getting my money back. I responded that I didn't want item credits I wanted the money returned to my credit card.
Per Mercari's Marketplace GUidelines, we are unable to process returns for Prohibited Items (See attached screenshots).
I asked for a refund instead of credits, and they said, "after reviewing your request, we have determined the item purchased is considered prohibited on the Mercari platform. They said I would only be eligible for Mercari Credits, which expire after 90 days. I reached out to Mercari, and they said that they prohibit the sale of non-authentic goods, and I was asked to use a third-party authenticator to prove it was inauthentic. I did some research and realized this was a fake bag. That night I went to put the bag away, and black ink rubbed off the "leather" tassels. It looked fine, and I kept getting notifications for them, so I rated it.
When you receive an item, Mercari asks you to rate it within 3 days so that you can accept it and they can release the funds to the seller. Mercari has broke their contract with me the seller by refunding my money to a buyer who committed fraud! It should not even be an issue since the buyer states in our messages that her husband did not want her to buy them so she wants her money back. Now mercari is giving her the refund when their rules state refunds aren't allowed unless it's because of those reasons listed above! At one time I told the buyer she could try sending the package back but I didn't say for a refund I said try because I didn't think mercari would allow it since it's states it not allowed. I tried to tell support she was going to send the package back which is exactly what she did she refused the package. So therefore the buy shouldn't be able to return. Per Mercari's rules and guidelines a buyer can only cancel or return for a refund if the item is not as described (which it was exactly as described flaws and all), if it is broken, missing parts, or non working (nothing was missing and everything worked), or if it was damaged in shipping (which it was not). I began having issues with the buyer right away and I contacted Mercari support because my buyer was wanting to cancel her purchase because her husband got upset she bought the cookware.
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