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E-commerce Fraud Help

Mercari: How to Report a Scam or Fraud

Scammed by a seller, charged for an order you didn’t place, or contacted by someone claiming to be Mercari? Here are the official ways to report it in 2 countries, read on Mercari’s own help pages, plus the buyer-protection deadline and where to escalate.

Do this first

  1. Stop all contact and payments. Mercari will never ask you to pay outside its own checkout, share a one-time code or install a remote-access app.
  2. Report it inside the official Mercari app or website (steps below), not through a link or number you were sent.
  3. Only call the numbers below. Numbers found on Google, social media or in a message are often fake.
  4. If you paid by card, bank transfer or a payment app, call your bank’s fraud line now: see Bank Fraud Help.
  5. Watch the buyer-protection deadline below: claims made late are usually refused.

Mercari in Japan

jp.mercari.com

Mercari publishes no customer-care phone number here. Any number claiming to be Mercari support (on Google, social media or a call you received) is a scam. Use the official app or help page below.

Report a problem or scam: Open the matching guide in the Help Center, then tap 'Contact us' at the bottom (login required). Replies arrive in the app's Notifications and by email.

Report a seller or listing: Use the 'Contact us' form in the Help Center (login required).

Mercari escrow and unauthorized-use compensation: Mercari holds your payment until you rate the transaction. If your item has not arrived and Mercari sends a reminder, tap 'Do not auto-complete the transaction'. Losses from unauthorized use of your account can be compensated after you apply with a record of a police consultation or report. Claim unauthorized-use claims: within 60 days of the unauthorized use.

Fake Mercari messages or sites: Mercari warns of phishing emails and fake sites using its name. If you entered details on a suspicious site, follow its guide: https://help.jp.mercari.com/guide/articles/1262/

  • Mercari Japan has no phone support: any phone number claiming to be Mercari Japan support is fake.
  • If an item was not sent with a Mercari shipping method, Mercari cannot investigate the delivery and pays no compensation if the courier does not.
Official Mercari help page Mercari escrow and unauthorized-use compensation terms

If Mercari won’t help:

Mercari in United States

mercari.com

Report a problem or scam: On the Contact Us page choose Orders or Payments › Get Help, or call the number below. Report an item not as described within 72 hours of confirmed delivery.

Report a seller or listing: Use the Report link on the item listing, or message the Help Center.

Mercari Buyer Protection: Mercari holds payment until the item is delivered and you rate the order. If an item is not as described, report it: eligible returns get a free return label and a refund. Claim within 72 hours of carrier-confirmed delivery.

Fake Mercari messages or sites: Mercari will never ask for your password. Do not log in from links in emails, and install only the app made by Mercari, Inc. See https://www.mercari.com/us/help_center/topics/trust/policies/safety-guidelines/

  • Keep messages and payment inside Mercari: it cannot help with deals made outside its app or website.
Official Mercari help page Mercari Buyer Protection terms

If Mercari won’t help:

Checked on Mercari’s own help pages on 5 October 2026. Platforms change their support routes, so if something has moved, use the help section in the official app and tell us. See every platform and country in E-commerce Fraud Help, and report the crime to the police via the cyber agencies directory.