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Frequently asked questions

FAQs about our new fee structure

Purchase

We’re rolling out a new fee structure starting on January 6, 2025. We invite you to read our full statement or the FAQs below to learn more.

New fee structure:

New fee structure:

1. What is the new fee structure?

Starting January 6, 2025:

  • Sellers will pay a flat 10% selling fee on the completed item price and buyer-paid shipping
  • Buyers will pay a flat 3.6% Buyer Protection fee on the completed item price and buyer-paid shipping
  • No additional payment processing fee for either buyers or sellers

2. How long will it take to automatically apply the new fee structure to listings?

Starting January 6, 2024, it may take up to 1 week for the new fee structure to apply to all listings.

3. What happens if I purchase an item that doesn’t have the new fee structure?

To help ease this transition, we will not charge the standard 10% Seller or Buyer Service Fee on listings that don’t yet have the new fee structure for items sold between January 6 and January 12, 2025.

Note: Your ability to make an offer on listings with the existing fee structure may be temporarily limited during the update.

4. Will there be a direct deposit charge?

No, ACH direct deposit withdrawals are free. There’s a $2 fee only for rejected withdrawal transactions. You’re limited to one ACH direct deposit withdrawal per day.

For faster payouts, you can choose Instant Pay for $3, with funds available in about 30 minutes. Learn more about Instant Pay here.

5. I made a direct deposit request on January 5, will I still pay $2 for my withdrawal?

Yes, a $2 ACH fee will apply to direct deposit requests made before January 6, 2025 at 2:00 PM PST.

6. What is Buyer Protection?

We want you to shop confidently. Buyer Protection reflects:

  • Worry-free shopping: Get what you ordered or a refund, if eligible
  • Trusted transactions: We securely process and release payments upon rating
  • 24/7 Customer support: Easily get help through app, web or phone

7. What is Seller Protection?

Mercari is designed to help sellers succeed, so you can sell and get paid with confidence. Seller Protection reflects:

  • Free and easy listing: Listing is free, simple, and designed to help you succeed.
  • Hassle-free shipping: Enjoy discounted rates with Shipping Protection up to $200, if eligible.
  • Trusted transactions: Payments are securely processed and released upon rating

8. Do I need to update my listings?

No. The new fee structure will automatically apply to new and updated listings starting the week of January 6. Existing listings may take a week or more to reflect the new fee structure automatically.

You can view the selling fee details at any time in the editing screen.

Match your current earnings:

7. Can I automatically increase my prices in bulk to help ensure my earnings stay the same?

For a limited time before January 6, 2025, we offered a option to automatically increase your listing prices in bulk.

If you opted in, the scheduled listing price updates will begin during the week of January 6, 2025. Depending on how many listings you have, the update can take several hours or days.

8. If I opt in, can I still update my listings before the automatic price increase?

Yes. Please note that if you update the details of an listing on your own before the opt-in feature updates it, the new fee structure will apply. Prices for listings edited after the fee structure change will still be automatically updated with the bulk update, so take that into consideration if adjusting the price.

You can view the selling fee details at any time in the editing screen.

9. When can I opt in?

The opt-in timeframe is now closed.

Tip: To update the prices of multiple listings at once, head to the “My Listings” page on desktop or mobile web. From there, you can easily make quick, in-line price edits for all your items on one screen.

Applying the new fee structure:

10. What if my item is canceled?

If your item is canceled and relisted after the fee structure change, the new fee structure will apply immediately to the relisted item.

11. What if I have an offer in progress?

Any offers sent prior to 2 PM PST on January 6, 2025 will automatically be canceled.

12. Why can’t I make an offer on some items?

Your ability to make an offer on listings with the old fee structure may be temporarily limited during the update. Offers will be available when the listing is updated.

13. How will the new fee structure apply to bundles?

The new fee structure will automatically apply to bundles after the fee structure update.

14. I think some of my listings will have negative earnings. What should I do?

We plan to notify sellers if they have listings at risk of negative earnings.

To avoid negative earnings, increase the price of your impacted listings by at least 10%. You can do this manually or by opting in to the automatic process (see "Match your current earnings" section above).

Listings with negative earnings under the updated fee structure will be deactivated automatically.

Last updated:

  • 12/9/2024
  • 12/18/2024 - Updated "Match your current earnings" section to indicate opt in is now available.
  • 1/6/2025 - Updated “New fee structure” to clarify how long it takes for the new fee structure to apply and what fees will be charged while the update is in progress. Also, updated “Match your current earnings” section to reflect the closed opt-in period.

Dear Mercado community,

Our goal has always been to deliver the value you deserve whether you buy or sell on Mercado. We went back to the drawing board and thought about the value you deserve and have an important update to share with you: We’re rolling out a new fee structure starting January 6, 2025. This change comes after listening to your feedback and recognizing the need to make an adjustment based on the benefits you expect from Mercado.

When we initially introduced our current fee structure in March, our aim was to make selling more accessible to sellers. However, while sellers got to keep 100% of their sales proceeds, sellers experienced fewer sales because items were less affordable for buyers. We realized our current fee structure underserved buyers, wasn’t helping sellers sell more, and ultimately negatively impacted Mercado and our community by reducing overall transactions on the marketplace. The new fee structure addresses these concerns.

Our new fee structure

In light of the above, to help ensure you get the value you deserve, we are reintroducing a selling fee and lowering the buyer fee:

  • Sellers pay a flat 10% selling fee
  • Buyers pay a flat 3.6% Buyer Protection fee

How it works

For sellers

  • A flat 10% selling fee applies to the completed item price and buyer-paid shipping
  • We’re removing the ACH direct deposit fee for successful withdrawal transactions. Limit to one ACH direct deposit per day.

For more information on Seller Protection, please see here.

For buyers

  • A flat 3.6% Buyer Protection fee applies to the completed item price and buyer-paid shipping
  • The Buyer Protection fee reflects the following:
  • A cancelation and refund policy
  • Returns on qualifying items
  • 24/7 customer support
  • Trusted transactions
  • No additional payment processing fee

For more information on Buyer Protection, please see here.

The new fee structure applies to new and updated listings starting on January 6, 2025 and may take up to one week to reflect automatically across all existing listings.

To support this transition, before January 6, 2025 you can choose to increase your listing prices in bulk so you can earn the same amount.

Our commitment to the community

Along with the new fee structure update, here’s what you can expect from us going forward:

For sellers - Designed to help sellers succeed

We're committed to empowering you with the tools to help you thrive on the marketplace. With Mercari, listing items is a breeze right from your smartphone. We match you to the buyer that’s right for you across the nation, providing you with the best selling opportunities. Once you make a sale, we simplify the process with convenient shipping options like printable labels. After the buyer confirms delivery, we help make sure you get paid promptly. Moving forward, we will continue to improve your selling experience, whether you're just casually decluttering or building a full-fledged side hustle.

For buyers - Discover deals from sellers you trust

We’re committed to helping you find exactly what you’re looking for at a price that fits your budget. Shop confidently with reliable sellers nationwide. To help ensure trusted transactions, we hold your payment until your item is delivered and the order is rated. We also actively monitor for prohibited items and behavior.

We are also committed to providing a marketplace that is easy and reliable to use regardless of which side of the transaction you’re on. We will take proactive steps to build a more trusted marketplace. If something goes wrong with a transaction, our customer support team is available 24/7 through Mercari app or website. We also provide phone support Monday - Friday from 8am - 6pm PST.

Thank you for being a member of the Mercari community. We hope this update and our commitment reinforce our dedication to creating a trusted and easy-to-use marketplace designed around your feedback and needs.

-Team Mercado.

If your item is marked as delivered but you haven’t received it, don’t worry—we’re here to help! We take delivery issues seriously and want to ensure that you receive what you paid for. Whether the package was mis-delivered, the wrong item arrived, or there’s another issue, follow the steps below to resolve the problem.

Step 1: Check Your Delivery Area

Before contacting us, please take the following steps to double-check the delivery:

  • Look around your property: Check areas around your home where the package may have been left (e.g., porch, side door, garage, etc.).
  • Ask your neighbors: Sometimes packages are delivered to a nearby address by mistake.
  • Check with your household: Make sure no one else has received the package on your behalf.
  • Contact your carrier: You can reach out to your local Post Office by phone or email to ask if they remember where the package was dropped off. USPS often scans and photographs multiple times throughout the shipping process. Check to see if they have a GPS scan of the delivery location or can confirm your delivery address and that the shipping label was not damaged or defaced.

If you’ve taken these steps and still can’t locate your package, proceed to the next step.

Step 2: Contact Us Immediately

If you still can’t find your item, contact us right away—within 72 hours of the delivery scan. It’s important to report the issue before the transaction is completed. Once a transaction is marked complete, all sales are final, and we will no longer be able to process a refund.

Step 3: What Happens Next

After you’ve contacted us, we will:

  • Pause the transaction: We will pause the transaction until we confirm whether the package was successfully delivered. This will prevent your transaction from completing.
  • Work with the carrier: We will investigate the delivery, which may include checking for delivery photos, geo-location scans, verifying that the shipping label and delivery address match, and ensuring that the label was not damaged or defaced.

If we confirm that the package was successfully delivered, we will release the funds to the Seller. If we are unable to confirm delivery, we will refund the total sales price to your account as Balance.

Frequently Asked Questions

What should I do if I received the wrong item?

Once you’ve located your package, if you discover it’s not as described, just contact us to request a return. We’ll carefully review your request and, if approved, provide a prepaid shipping label so you can send it back for a refund.

What if the item was drop-shipped?

Drop-shipping is prohibited on our platform. If we find that the item was drop-shipped and there are delivery issues, we may cancel the transaction and issue a refund. Drop-shipped items are not eligible for our Shipping Protection.

How long does the investigation take?

Most investigations are completed within two weeks. If additional information is needed, we will keep you updated throughout the process.

Welcome to Mercado!

Mercari is a peer-to-peer (P2P) sales platform that connects buyers and sellers, empowering individuals to buy and sell items in a straightforward and convenient manner. While we work diligently to facilitate your transactions, it’s important for buyers to perform their due diligence before making a purchase. This proactive approach helps ensure a satisfactory shopping experience and reduces the likelihood of misunderstandings or complications.

Why Buyer Due Diligence Matters

As with any platform that involves peer-to-peer transactions, factors such as item condition, authenticity, and shipping processes can vary. Understanding the right information to look for and questions to ask before making a purchase can help provide a positive experience for you and the seller.

Key Questions to Ask Sellers

Item Condition

Always understand the item’s condition prior to purchasing. If the condition is not clearly listed and described, use specific questions such as:

  • Is the item new, used, or refurbished?
  • Are there any noticeable flaws, blemishes, scratches, or signs of wear?
  • Can you provide additional images that show close-ups of the item or any specific areas of concern?
  • Is it from a smoke-free or pet-free home?

Images and Descriptions

Carefully review the images and description in the listing. If something looks unclear or concerning, don’t hesitate to reach out to the seller:

  • Does the item in the photos match the description provided?
  • Are these photos of the actual item for sale?
  • Are there any details that may not be accurately represented?

Shipping and Delivery

Knowing how an item is packaged can offer valuable insight into its likelihood of arriving safely. If arrival timeline is important to you, ask about handing time and shipping method.

  • What shipping method will be used, and how long is the expected delivery time?
  • How does the seller intend to ship your item?
  • How will the item be packaged for shipping?

Read through our Shipping for Buyers and Shipping for Sellers pages to understand the shipping process.

Quality and Authenticity

If you’re purchasing branded or high-value items, it's important to verify authenticity:

  • Can you provide proof of purchase or any authenticity documentation?
  • Would you go through Mercado’s Authenticate process to prove the item's authenticity?

Read through our Authenticity Guidelines for more information.

Best Practices for a Smooth Purchase Experience

  • Communicate Openly: Ask sellers any questions you may have.
  • Review Seller Ratings: Check the seller’s ratings and read the reviews left by previous buyers. A seller with consistent, high ratings is typically more reliable.
  • Check When it Was Listed: Older listings may not be available. Ask the Seller if it’s still available for sale.
  • Understand Returns: Familiarize yourself with Mercari’s return policy to understand your rights and responsibilities if the item doesn’t meet your expectations.
  • Document Everything: If you decide to proceed with a purchase, keep records of your communication with the seller. This documentation will be necessary for our support team should any issues arise. Never communicate outside of Mercari.

Your experience on Mercado is important to us, and by taking the time to ask questions and clarify any concerns with sellers, you can greatly enhance your purchasing experience. Remember most sellers on Mercari are just like you - they are spring cleaning or making room for new Mercari purchases of their own. Equip yourself with knowledge, stay engaged, and enjoy the benefits of buying on our platform!

Thank you for choosing Mercado. Happy shopping!

How does an international bundle work?

An international bundle on Mercari is made up of multiple items purchased from BEENOS. BEENOS will consolidate all individual items purchased at their warehouse and will ship all received items together in a single box saving you money on shipping cost. International bundles on Mercari have four distinct features:

1. Bundle is limited up to $800 total of item price

2. Bundles will ship for all items received at the warehouse

3. Bundles will ship no later than 20 days from purchase date

4. BEENOS will receive all items purchased, inspect and consolidate your order into package saving you on shipping cost

Can I cancel my pre-shipment bundle order?

Yes, if BEENOS does not receive the item in its warehouse to prepare for international shipment within 20 days, the buyer may request a cancellation. When a buyer requests a pre-shipment cancelation, BEENOS is given a 96 hour window to respond.

What happens if I don’t receive all of my items in the bundle order?

BEENOS will inform Mercado what orders were not shipped with your bundle order. We will issue you a refund for unshipped items of your bundle order.

You will be refunded the following for the unshipped item(s):

  • Item price
  • Sales tax (if applicable)
  • Shipping cost (portion value)

How will I be refunded for unshipped items in my bundle order?

Item price, shipping cost, and sales tax will be refunded to your Mercado account in the form of Balance. Balance can be used for future purchases or cash out to your checking account. For orders paid fully in Credit, refund will be in the form of Credit.

What if there is a problem with my shipped bundle order?

You have three (3) calendar days to contact Mercari Help Center to request a Return. With International Bundle, we will allow you to return a portion of your order. Just like all returns, please start a return process and tell us what is the problem. Submit photos of the package, shipping label, packaging, and the item(s) you would like to return. Our agent will review your return request and will respond to you with a decision. Here is our return policy.

Upon returning your item back to the Seller, you will receive a refund for the Item Price and sales tax. Refunds will be issued in the form of Balance. For orders paid fully in Credit, refund will be in the form of Credit.

Who is the seller of items from Japan on Mercado US?

All internationally-shipped items are listed by BEENOS. When an item is purchased, the item is sourced from a seller in Japan who then ships the item to the BEENOS warehouse, where BEENOS will take possession of the item and the item will be inspected before being forwarded to the buyer.

What is included in the item and shipping costs?

The item cost includes shipping for the item that has been sourced from the Japanese seller to the BEENOS warehouse, inspection of the item, warehouse handling, customs duty fee, and customs duty handling fee. In addition to the item price, international shipping costs will be displayed at checkout and are higher than those for domestic orders.

Are customs duties and tariffs included in the item price? Will I be charged separately?

Starting August 22, 2025, estimated customs duties and tariffs will be automatically included in the upfront item price. You will not be charged separately for these fees.

What does BEENOS inspect when the item is received in their Warehouse? What happens if an item is missing or broken?

BEENOS checks that the item is as described in the original listing, and that it matches the item and condition shown in the listing photos. Items that are found to be not as described or prohibited to ship to the United States will be flagged, and the buyer will be refunded in accordance with Mercari’s standard return policy.

What are the conditions of the items sent by Beenos?

Please carefully read the item condition in the item description fully before purchasing. Only return requests for items that do not substantially match the item description are eligible for returns.

BEENOS will inspect the item before shipping. If the item substantially does not match the item description, the item may be eligible for cancellation and a refund will be issued.

Which shipping carriers are used for internationally shipped items?

BEENOS uses DHL/FedEx/ECMS International. The shipping method is determined by BEENOS and not the Buyer. Due to customs requirements in the US, the buyer’s email address and phone number will be shared with the carrier.

Average shipping transit time is 10-14 days.

DHL and FedEx may select USPS as a last mile shipping carrier at their discretion.

Is tracking available for items purchased from Japan?

Yes. You will receive an email from DHL or FedEx International with delivery estimates and tracking information.

Is pre-shipment cancellation allowed?

If BEENOS does not receive the item in its warehouse to prepare for international shipment within 12 days, the buyer may request a cancellation. When a buyer requests a pre-shipment cancellation, BEENOS is given a 96 hour window to respond.

Can I return items if I bought them from BEENOS?

Mercari’s standard return policy applies to all internationally purchased items.

What is the estimated time required for international shipping and customs clearance?

Items will be delivered around two weeks from the seller’s shipping date.

Are there any differences between buying from BEENOS vs other sellers in the Mercado marketplace?

The order process for Internationally Shipped items is the same as buying an item from a US seller, with the exception of increased shipping times of around two weeks from the seller’s shipping date due to international shipment from Japan. Additionally, the buyer’s email address and phone number is shared with the carrier for customs clearance purposes.

How will I be able to tell if the item I am buying is coming from Japan?

When viewing the item detail page, item origin is listed below the ‘Buy now’ button.

How are item titles and descriptions translated?

Item titles and descriptions are created using an AI translation of the original Japanese description and are generally accurate. If you have any questions, please ask BEENOS via chat.

How are international shipping fees and duties/taxes paid?

Customs duties/tariffs are included in the listed item price. International shipping will be calculated at checkout. You will not be charged separately for customs duties/tariffs.

My order has been shipped but it has not arrived yet. Can I cancel?

BEENOS only accepts cancellations in post-shipment cases below:

If BEENOS has generated an order tracking number in connection with the order and the order has not been delivered to the Buyer within thirty (30) days after acceptance scan by the shipping carrier and seven (7) days since the last tracking scan.

If you shipped your order to an access point and do not pick it up in time, the Buyer will be responsible for the cost of the order unless BEENOS cancels the order.

What happens if I want to change my address?

Please let BEENOS know via chat as soon as possible, if you need to change the delivery address or contact information after payment.

Is it possible to send an offer for items from Japan?

The Offer feature and price negotiation via chat are not available on Internationally Shipped items.

Why did the price of a listing change?

Listing prices may fluctuate due to changes in exchange rates.

Does BEENOS ship on weekends as well?

BEENOS only ships on business days in Japan, and they do not ship on Saturdays, Sundays, or Japanese holidays.

FAQs on U.S. Tariffs

What is a U.S. tariff?

A tariff is a fee imposed by the U.S. government on certain imported goods. Starting August 29, 2025, tariffs will apply to all products imported or shipped from Japan, regardless of price. These duties are collected by the government and are not set by Mercari.

Why is Mercari applying tariff costs before the official U.S. start date?

Because items from Japan take time to ship internationally, orders placed close to the August 29 start date may arrive after the tariff goes into effect. Mercari will begin including estimated tariff costs in item prices starting August 22.

How is the tariff calculated?

Tariffs are based on the product type and value, according to U.S. customs rules. For Mercari x Japan orders, estimated duties and shipping carrier’s handling fee are included in the item price so you can see the total cost before you buy.

I ordered from Japan before 8/22. Will I have to pay tariffs if my item arrives after 8/29?

No. If you ordered an internationally shipped item before 8/22/2025, tariffs will not be added to your order even if it arrives in the U.S. after 8/29. Only items ordered on or after 8/22 will include estimated customs duties in the price.