You can locate your user ID on either the app or the web by navigating to your profile page. We were unable to locate your account based on the phone number that you're calling from."
Mercari promises 24/7 support, but it's important to note that this doesn't mean phone support. Their phone lines don't open until 8 am PST, which can be an issue if you live in a different time zone or have a pressing issue. In this case, an email is the only option, but you might have more luck just waiting for the phone lines to open versus waiting for our email to get read by support.
While I was annoyed that I had to wait to talk to someone from Mercari in person, I was pleasantly surprised to be greeted by a friendly automated system that was able to look up my account immediately by my phone number. After a standard greeting, it asked me to wait a few minutes while it looked up my phone number to see if it could find my account.
About 30 seconds later, it read my name and asked if this was the correct account. It used my phone number to find my account, so if I had called from a different line, this feature would not have worked, but it really streamlined the experience, and I didn't have to spell or enter anything to confirm my identity.
Once my account was found, it gave me several options, which included talking to someone about a purchase, talking to someone about a refund, reporting fraud, or another problem. I wanted to ask a question about my account and a payment that had not yet been processed, so I chose the other option. Sometimes when you select the "other" option, you end up on hold forever, but that wasn't my experience with Mercari.
It took about three minutes, and then a friendly representative picked up the call and asked how they could help me. I will note that they called me by my first name, which was a nice personal touch as part of the introduction. It also showed that they looked at my account before answering my call.
They asked me a few questions about the payment in question and why I was concerned. I noted that the seller had stopped answering my questions and blocked me, and now I wanted to stop my payment from processing. In the end, they told me there was nothing they could do on their own but advised me to call my credit card company to stop the payment, which I did successfully.
While the customer service agent was not able to directly solve my problem, the experience was pleasant enough that I would not hesitate to call again if I had an issue with Mercari.
This is Mercari's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Mercari agent. This phone number is Mercari's best phone number because 51,558 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 888-325-2168 include Missing Order, Refund an Order, Damaged or Missing Item, Trouble Receiving a Payment, Can't Contact Seller and other customer service issues. The Mercari call center that you call into has employees from Tampa, FL / Dominican Republic and is open Mon-Fri 8am-6pm PT according to customers. In total, Mercari has 1 phone number. It's not always clear what is the best way to talk to Mercari representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.
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