Cancellations for Buyers - Mercari: Your Marketplace

Sometimes things happen.

If you need to cancel an order, our team works hard to make sure it’s fair for both the buyer and the seller.

We want to avoid cancellations whenever possible. Please make sure to only purchase an item or create a listing when you are able to complete the transaction.

How cancellations work

Buyers can ask to cancel an order any time before the seller confirms shipment.

After the request is made, sellers have 24 hours to either confirm they’ve shipped the item or approve the request for cancellation. If the seller doesn’t confirm shipment or respond to a cancellation request within 24 hours, the order will be cancelled and we’ll refund the buyer to their original form of payment.

As a buyer, you can cancel your order right away if a seller confirms they’ve shipped the item but there are no tracking updates for 7 or more days. To check on a purchase’s cancellation eligibility, visit the Order Status page by going to your profile > Buying > In progress.

Cancelling a purchase

Depending on the situation, the cancellation process can be slightly different.

Here's what you need to know:

24-hour cancellation requests

If you want to cancel a purchase and the seller hasn’t confirmed that the item has shipped, the seller has 24 hours to either confirm shipment or accept your cancellation. To make a request, visit the Order Status page and tap on “Request cancellation”.

Once a cancellation request has been made, we’ll reach out to the seller to make sure that the item hasn’t already been shipped. If the seller doesn’t respond or doesn’t send the item within 24 hours, our team will approve the cancellation request.

Your refund will be processed to the original form of payment immediately but may take up to 10 days to appear in your account, depending on your financial institution.

Immediate cancellations

If the seller has confirmed shipment, we want to allow enough time for a package to be delivered even if there is an error with the tracking preventing it from receiving updates. There may be times when the seller has confirmed shipment without the order making it to the shipping provider.

Immediate cancellations can be made if the seller has confirmed shipment but the item has no tracking updates 7 days from the day you purchased it. Keep in mind that these orders will be cancelled immediately upon request.

Your refund will be processed to the original form of payment immediately but may take up to 10 days to appear in your account, depending on your financial institution.

Seller cancellations

Sometimes the seller may need to cancel the order. This can happen if an item is in a different condition than it was listed, or the item is no longer available.

Before cancelling, we ask sellers to reach out to the buyer to explain the situation. Because sellers can cancel at any time, our team keeps track of seller cancellation rates to make sure they don’t cancel too often.

For items that were listed more than a month ago, we recommend reaching out to the seller before purchasing to make sure the item is still available.

Mercari cancellations

Ocasionally, Mercari may need to cancel a transaction in order to keep both the buyer and seller safe.

This can happen when a prohibited item is sold or one of the users engages in prohibited conduct. For more information on these types of items and behaviors please visit our Prohibited Items or Prohibited Conduct policies.

Reviewing Cancellations

Order cancellation reviews

Because ratings can’t be submitted for a cancelled transaction, order cancellations appear under the reviews of the user who cancelled.

This helps keep buyers and sellers updated on how often they are cancelling their orders.

Cancellations are not used in your overall review count and will not have an impact on your star rating.

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Cancellation rate

When a seller cancels too frequently, their cancellation rate will be made visible to other users on Mercari. This helps increase transparency in the marketplace and allows buyers to make informed purchase decisions.

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Coupons used on cancelled transactions

Eligible coupons that are applied to cancelled transactions are issued back to your account. You’ll be able to use the same coupon toward your next purchase. It’ll even get an updated expiration date!

To view your available coupons go to Profile > Settings > Coupons.

FAQ

More about Cancellation & Refunds