Consumer complaint received 2026-03-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Mercari, Inc.
State: FL

Complaint narrative:
Mercari , Inc. ( XXXX ID : XXXX ) is withholding {$350.00} in sale proceeds from a completed transaction by approving a return that violates their own published policies. Mercari operates as a licensed money transmitter and holds seller funds in escrow until transaction completion. On approximately XX/XX/year>, I sold a bundle of two XXXX trading cards ( XXXX XXXX + XXXX XXXX XXXX XXXX XXXXXXXX ) for {$350.00} through Mercari 's platform ( Item ID : XXXX ). The cards were listed as " Like New '' condition per Mercari 's category system, packaged in protective sleeves and toploaders, and shipped with photographic documentation. The buyer ( username : deplojr ) initiated and requested this specific bundle himself. After receiving the cards, the buyer removed them from all protective packaging, photographed them unsleeved on a XXXX background while pressing bare fingers on the edges, and filed a return claiming minor corner whitening on one of the two cards. In his return request, he told Mercari the cards were described as " near mint '' my official Mercari condition category was " Like new. '' He misrepresented my listing to Mercari. On XX/XX/year>, Mercari approved the full {$350.00} return without adequate seller input and without considering : 1 ) Mercari 's own collectibles return policy states minor imperfections from handling or storage on collectible items are " typically not a valid reason for a return. '' Minor corner whitening is precisely the type of cosmetic imperfection this policy covers. 2 ) Mercari 's return policy requires items be returned " unmodified. '' The buyer removed the cards from the seller 's protective sleeves and toploaders before photographing modifying the items as received and potentially causing the very wear being claimed. 3 ) The buyer 's own messages contain admissions contradicting his return claim : he assessed the card as " probably a 6-8 '' ( a XXXX XXXX is Near Mint-Mint, consistent with the listing ) ; he acknowledged he is " not a professional grader '' ; he stated he " only went through with it because I know this platform would have my back if I wasn't happy with the condition '' an explicit admission of buyer 's remorse ; he confirmed the XXXX card is in good condition, meaning only one of two cards is disputed yet the full {$350.00} return was approved ; and he attempted to sell the cards locally before initiating the return. 4 ) The combined Near Mint market value of these cards is approximately {$390.00} per XXXX The buyer purchased them for {$350.00}, already below market. Even Lightly Played copies sell for $ XXXX. The buyer suffered no financial harm. 5 ) The buyer retained possession of my cards for 4+ days between receiving the return approval and shipping them back, during which time he attempted to resell them locally. I warned Mercari through their dispute system that this situation had indicators of return fraud. They approved the return regardless. I am a seller with 43 five-star reviews, 37+ completed sales, and XXXX prior complaints. I am requesting that Mercari release the {$350.00} in withheld funds immediately. I have also filed a complaint with the Better Business Bureau and am prepared to initiate binding arbitration under Section 23 of Mercari 's Terms of Service through the XXXX XXXX XXXX.

Company response to consumer: Closed with explanation