An In-Depth Look at Selling on Mercari: A Complex Love/Hate Relationship With an Increasing Amount of Hate

I first started selling on Mercari back in April, 2018. Actually, let me rephrase that...I first started TRYING to sell on Mercari back in April. After putting up five or six test items, all priced well below current prices (they had been sitting in my inventory a while and I just wanted to get rid of them), and getting nothing but “likes” (which grew to feel like taunts), I grew disheartened. The final nail in the coffin was when Mercari automatically deactivated all of my items due to "inactivity". Angered, I vowed never to return.

Let the above anecdote—which did happen—serve as a lesson to all of you. We live in a society where it's all about immediate gratification; where we succumb to the sameness of routines even as we try swearing them off. So many times I've seen people leave eBay, throw up their inventory on other sites, and then get angered when said site doesn't provide the exact same results with the exact same amount of effort (which in many cases, is next to nothing, as many people have posting to sites like Amazon and eBay down to an exacting science). If you really stop to think about it, how does such an idea even make sense? If every marketplace had the same level of traffic, and the same potential for sales, then why would so many different ones need to exist? And although I may sound arrogant in tone, I'm not—as you can see from the above example, I've clearly been guilty of the exact same thought processes.

Desperate for a way to both drive up sales volume, and get rid of less expensive merchandise, without trying to invest a whole lot of extra time, I finally settled down and did something that we should all do before selling on a new marketplace: research. It got off to a rather terrible start, as the first thing I stumbled on was an infamously awful “Reddit AMA” from the stateside iteration of Mercari (it started in Japan, then slowly made its way here a couple of years later); the execs were clearly trying to come off as laid back and fun, but instead came off as incompetent pricks. Certainly not the first impression you want to make to those that are hesitant to try your service.

From there, though, I somewhat inexplicably started to loosen up to the idea. After all, what did I have to lose by giving them another shot? I'm personally glad I did, though like every marketplace, it's certainly not for everyone.

SITE SETUP & NAVIGATION

Mercari's main screen.

The site is laid out pretty well, and really does come off as a “laid back” alternative to eBay. Whereas the world's largest auction site (that no longer seems to want to do auctions) is always pushing big deals on well-known brands, and trying to compete with the Amazons of the world, Mercari just loads their front page with things for sale, from everyday users, and broken down by category. At first, it can be a little overwhelming, but once you start “liking” and buying items, it does a pretty good job of catering all that content toward your interests (for example, I liked a used Nintendo 64 system that was for sale, and then my front page had all sorts of assorted games and paraphernalia for the system).

The big kicker is their “Just Sold in the Last 10 Minutes” section, which is wisely placed at the top of the page, and encourages both buyers, by showing them what they missed out on by being too slow, and sellers, by showing them what they could have sold had they put it up for sale. It's really a nice, simple way to prey on natural human instincts and make people want to be more active within the community, without resorting to cheap, greedy tactics.

Listing is pretty simple, with a large “Sell” button always in the top navigation bar no matter what page you're on. The process for listing is very simple, with minimal information needed, so it doesn't take long to add items. Now, keep in mind that this site is geared more toward casual sellers, so don't go in expecting...well, anything that you're accustomed to, if you sell full time. That means there isn't a way to import/export inventory, no in-depth marketing tools, no reports, etc. While that might sound like a dealbreaker for some, I like that it puts everyone on the same plane, because you pretty much have to list each item individually.

Need to edit items? Have fun scrolling!

The biggest drawback for me, is that managing listings is pretty frustrating the more items you're selling. Scrolling through the mobile app takes forever to get to the bottom (with a few listings loading at a time, then having to pause to catch up if you scroll too quickly), while the PC doesn't fare much better, with users required to use forward arrows to go through their inventory, one page at a time. There are no page numbers to skip to, or even a search bar to hone in on individual products, so any time you need to edit more than one or two products, it can be a pretty time-consuming task. Oh, and hitting the “back” key automatically takes you back to the first page. On page 7, but want to go back to page 5? You'll have to hit the “back” button, start from page one, and manually click until you get to page 5.

Another weird omission is the lack of a simple ability to “bundle” items, something which burned me out of an order (see more on that below). This wouldn't be such a big deal if it weren't such a big thing on Mercari, but “bundling” items together are a popular way to sell, with many sellers even advertising that they do it in their bios. Currently, the only way to do it is to manually create a new listing with the bundled items...and don't forget to deactivate the original, individual items! This might not sound like much of an added inconvenience, and if people have the foresight to contact you with a bundle request in advance, it's only a mild inconvenience. But if people already place an order for multiple items, you either have to ship the items separately, as ordered, or cancel their transaction, create a new listing with the bundled items, and then have them pay again. That's pretty inconvenient for everyone involved.

But then it also opens up the chance that the person isn't actually interested in purchasing the bundle after all—unlike eBay where the buyer is basically under a contractual obligation to buy something if they initiate a sale, there are no such safeguards in place for sellers on Mercari. It happened to me before, where someone contacted me requesting that I bundle a couple of items for her. I created a new listing, and informed the buyer that her listing was ready for purchase. She claims she couldn't find the listing, so I sent her a direct link to it—and never heard from her again. That means having to delete the created bundle, then go back and reactivate the individual listings, which is rather frustrating, and a complete waste of time. Thankfully, it has only happened to be this one time, but I'm sure people who routinely bundle items have been through this more than I have.

FEES 

One thing I couldn't wrap my head around at first, was the fee structure. Mercari started to get its name out as a valid alternative to eBay, so I assumed that was because they charged a much smaller percentage in fees. At first, that was the case: In its infancy, Mercari charged nothing for completed transactions, as it tried to get its name out. But obviously, that is an unsustainable business model for a company looking to make money, so that is no longer the case. Currently, Mercari takes the same 10% flat percentage out of every sale that eBay is maligned for. So then what in the world is the point of switching?

Well, that fee only tells part of the story. For starters, there are no additional fees whatsoever (unless you choose to print off a shipping label through them...more on that later). That means the 3% + $.30 or whatever it is that you would normally get charged through Paypal (or similar payment processor) is nowhere to be found here. It doesn't sound like much, but not being nickel and dimed on every sale allows you to sell more inexpensive goods, while still having the chance to turn a profit.

The only other “fee” there is, and it's optional, is you can have Mercari email you a shipping label when your item sells. This can be the key to maximizing your profits, so if you know nothing about shipping costs, study up! Like I said, though, this is completely optional, and is on a product-by-product basis: You also have the option of shipping on your own, which lets you use any existing shipping service or account you may have to ship your item. This is great if you have an Endicia (or similar) postage account that you like to keep records on, or if you are a volume seller and have a lower cost negotiated with FedEx or UPS.

Assuming you have good vision, here are their current rates, including new UPS Pack & Ship options.

Now, there are two things to keep in mind with this: You must ship using a service with a valid tracking number. This is Mercari's way to prove that an item was delivered, should a buyer claim that their item was never received. If you just send it, say, in an envelope with stamps, you're opening yourself up to a world of problems; all a buyer has to do is say they never received it, and Mercari will automatically refund them their money, while allowing them to keep the product. Secondly, you cannot switch between self-shipping and a pre-paid label after the item sells. So if you put that you will self-ship an item, then after it sells find that it will cost you way more to ship than you thought, then you're stuck taking the hit, lest you want to cancel the order and start from scratch. Just be sure to double-check your listings before you post, and pre-weigh your items to make sure you're selecting the right weight from the beginning, and it will save you time and hassle in the long run.

Many people complain about the cost of Mercari's shipping, but this can only be a valid argument for people who ship a lot of smaller packages, and are unaware of how to ship on their own, or don't live anywhere near a FedEx facility. The truth of the matter is, getting volume discounts on FedEx as an individual seller is virtually unheard of unless you're sending thousands of packages a month; unlike the USPS, which offer shipping discounts through widely available services (Endicia, Stamps.com, Pirate Ship, etc.), FedEx prices are negotiated on a case-by-case basis, and aren't offered through any single program. Even better: all of the shipping prices in Mercari are flat-rate, with the only requirement that they are under 108” in total length+girth.

I sell a lot of bedding sets, and have spent $70 through FedEx's shipping platform just to ship them to California before. Not with Mercari, which would charge me just $15 to ship a package between 10-20 lbs (the typical weight class for the comforter sets I sell) through FedEx. See how the savings can add up rather quickly? The only downside can be finding people who are willing to buy them.

TRAFFIC

One issue with many of the online marketplaces is the level of traffic that goes through. Obviously, this isn't a problem for the “big dogs”, but can be a huge issue for the smaller sites. After all, what good are low fees and other seller benefits if no one's actually buying anything? The good news here is that the Mercari marketplace is pretty active, with a steady number of views and “likes” on many of my products, which is a good way to tell that people are at least seeing your items. They've also partnered with Google Shopping—a surprise to me considering brand and UPC information aren't even required fields during the listing phase—which adds the potential for traffic outside of the site to be brought directly to your item. Granted, Mercari results seem to be very low on Google's platform, but that's to be expected from a site that caters more toward the casual crowd.

As active as the community is, the problem can sometimes be finding willing buyers: Mercari buyers are known for being dishonest cheapskates. Not all of them are, of course, but just a quick search of the internet reveals that's pretty much what they are known for, at least in selling circles: Buyers will do whatever they can to get the deal they want. There are many stories of buyers canceling orders while the item is in transit, or shipping back different items or empty boxes, or claiming legit merchandise is fake (selling counterfeit knockoffs is illegal on Mercari, as it is on most sites), all in the hopes of getting something for nothing. And the “smart” buyers know Mercari's rules and loopholes, which can make things even more frustrating for sellers. The best advice for those looking to list product on here is to brush up on the rules yourself, so that you can be better equipped to get rulings in your favor should a transaction go south.

Also, expect to field your fair share of lowball offers too, though as much as they tend to piss me off (especially when you're already selling something for 50% less than you can find it on the internet anywhere else), it's really just the nature of the beast. You can always ignore them, or just tell them no and move on. At the end of the day, no harm is done, and I suppose from their perspective it doesn't hurt or cost anything to ask.

APP

As with most modern marketplaces, Mercari does have an app...and it's quite a good one, at least as far as marketplace apps are concerned. Anything that can be done on the PC can be done in the app, including listing products, editing items, shopping for products, responding to messages, etc. Navigation is also very similar between both, so if you can find what you're looking for on your computer, you should be able to find it in the app, and vice versa. It might sound like a given these days that an app would provide full functionality, but even these days, that's not always the case (Bonanza, I'm looking at you.)

GETTING PAID

Getting paid on here can be a sore spot for some, but honestly I think it's set up fairly well. Unlike selling on other sites, where the money for sales hits your account immediately, Mercari “holds” on to the money for you, until the buyer receives their item and rates you. Once they give you a rating, you rate them back (and you are not allowed to see their feedback until yours is posted), and then the money is released into your Mercari account. If they do not respond to a ratings request within 72 hours (which Mercari sends via email), then Mercari automatically marks the transaction as “complete” and releases the money to you anyway. While this method may be a little annoying from the seller's perspective, I think it's a pretty fair way to do it.

Transferring your balance is a simple process.

It also becomes kind of nice from the seller's perspective, as it doesn't feel like you're losing anything if you get a return request. Nothing's more disheartening than earning money from a sale, having it post immediately to your account, then having to give that money back days later if the buyer finds fault with the item. In Mercari, since the money doesn't hit your account until both parties “approve” the transaction (via rating), it doesn't feel like there's any money being lost. For example, say you have $100 in your Mercari account, and then sell a $50 item that the buyer requests a refund for upon receiving it. Your account will still show $100, even if the refund is approved, so while you really ARE giving back that $50 and potentially losing money in some form (the cost of the item if damaged, the cost of shipping, etc.), it doesn't FEEL like it, which somehow feels like a small win.

Furthermore, buyers only have that 72 hour window to examine the item and decide whether or not it was “as described”. If they fail to do so within that time frame—even if they open it up and discover you shipped them an empty box—they are unable to request a return or refund afterward. And no, I'm not suggesting you go out and scam people in the hopes they don't notice in time, but since that's company policy, it's really kind of a refreshing change of pace for the seller, as compared to other marketplaces that are always trying to stress longer return policies, and free returns.

The only other catch that might affect some: if you want to transfer money out of Mercari, you have to have a valid checking account. There are no ways to transfer it to Paypal or any other payment processors. Assuming you have one, the minimum amount required for cashout is a mere $10. TECHNICALLY, you can cash out at $2, but this is completely pointless because there is a $2 fee for any amount under $10 (information that can be rather difficult to find on their site), which would leave you with nothing. Any amount over $10, though, and there are absolutely no fees, which is another sound win for the marketplace.

SUPPORT/COMMUNITY

Support is a little on the weaker side, with a FAQ set up to handle all of the questions that you may have. If your answer is not covered there, then the only other option listed is to email them and wait for a response. This certainly isn't the best method for “urgent” matters, and is one of the main reasons for their negative ratings online. Additionally, there isn't a forum or message board to get help from the community, which is something virtually every other marketplace has, and is a rather curious omission that could help to boost some faith in their overall support system (especially considering every time you submit a ticket through their help desk, you're met with a message about how they have “an unusually high number” of such requests, which doesn't bode well for those that need immediate help).

It's also not entirely clear sometimes how you're even supposed to contact them. There is a phone number printed on each prepaid label, which can connect you to a customer service rep, but it can be a hard number to find online, and it seems to be hit-or-miss as to whether you'll end up talking to anyone. Their most preferred method seems to be via the "Help Desk", on the left-hand side of the navigational bar. From there, you have immediate access to your last transaction, and all of your listings; click on the one that there is an issue with, and you, in theory, should be able to send a question about it.

For problems, head to the "Help Center", located below the "Settings" on your dashboard.

But that's not always the case. For one transaction, I had a buyer purchase an item the previous month that Mercari's system didn't update as delivered, even though the tracking number said that it was. Yet, I wasn't able to send Mercari a message about it directly. They suggested reaching out to the buyer, but since the buyer already received it, and didn't claim a problem with it, I didn't feel that was really necessary. Still, it wasn't until I did so that the option to contact Mercari even became available, something I didn't even notice until two days later. As expected, the buyer never responded, but once I contacted Mercari's support, they closed the transaction (and released my money to me) almost immediately after I sent them the message. Kudos to their quick response, but the maddening search to find a way to contact them didn't really feel necessary.

On the other hand, as I alluded to earlier in this review, all return requests must eventually go through Mercari support, which is really a blessing: Their own policy dictates that no items can be returned unless the item wasn't as described, which really weeds out those people that tend to buy things and then want to return them because they “changed their minds.” The process goes like this: If someone is interested in returning an item, they contact Mercari to request a return ticket within 72 hours of item delivery. If Mercari accepts the return, they email the customer a return label, the customer packs it up and sends it out, and then Mercari refunds the buyer their money once the seller verifies that the item was returned in the same condition it was sent out in. However, unlike other sites that always seem to side with the buyer, if Mercari feels that the seller fulfilled their obligations and sent the item out as it was described, and can verify (through tracking) that the item was delivered to the correct address, they will often turn down the request, and release the seller their funds. This takes the heat off you, as the seller, because should something go against their favor, they can't be entirely mad at you, because you didn't make the final decision. (In some cases, if the item cost is low enough, Mercari may just opt to make both sides happy by refunding their money, and letting you keep yours.)

Ditto for problematic transactions, which I've had go both ways for me: In one instance, a buyer claimed she never got her order (a rather cheap set of ink refills), despite the tracking showing that it had arrived. I asked her if she contacted Mercari, and she said she would. Five days later, she told me she still hadn't gotten them. Normally, I would have just taken the hit since the item was so cheap, and refunded her the money; rather surprisingly, refunding on Mercari isn't even an option at the seller level. So I notified her that I couldn't do anything until she contacted Mercari, so she said she would again. Two weeks later, and with my money still tied up and no word from either party about the missing item, I opened a ticket with Mercari. A day or two later, they responded in my favor and released me the funds, because the tracking showed it had arrived. I see now why the buyer never opened the ticket herself, but also don't understand what she was expecting to get out of it, considering contacting Mercari is required to resolve any payment issues.

On the flipside, and I probably should have paid a little more attention to their rules before doing this, I had a buyer order two different things from me. Well, rather than split them up into two orders—and thus, two boxes and extra work—I notified the buyer I was sending them in the same box, and sent them on their merry way, using the same tracking number for both orders. THIS IS A BIG NO-NO. Sure enough, the buyer claimed they didn't get the second box, and their money was returned to them, and they got to keep the product. I figured since I let them know in advance, and had tracking for both (even though it was the same number), that this would be fine. But it's not. Again, the correct process would be to either send it as ordered (in two separate boxes), or to cancel the transaction, and put up a bundled deal.

(In yet another example, just for the sake of complete clarity of their rules, I had a buyer who simply wanted to return an item because she forgot she already had it. Since she basically admitted no fault with the item, Mercari left the decision entirely up to me as to whether or not I would accept it; if I simply said no, they would have given me the money and closed the transaction. However, I accepted it for two reasons: 1.) She was very friendly in communications, and 2.) It was a toy that my son would have fun playing with. Even after telling them that I would take the item back, it took them a rather long time to let her know, as it was clearly low on their priority list. I didn't end up getting it back for about two weeks, but at the end of the day, everyone was content.)

OVERALL

CONS (-):

-Lots of dishonest buyers on here, so read up on Mercari's rules to lessen the likelihood of being scammed.
-No tools for “hardcore” sellers, putting every seller on equal footing.
-Managing listings is quite a pain in the ass: no way to search, or edit multiples at once.
-Must have a bank account to transfer money into.
-Email-only support; constantly backlogged; no community forums or other help options.
-Aggressive buyers that won't hesitate to give negative ratings over the smallest of problems
-No way to turn off activity notifications. Seeing that your item is "liked" can be nice and reassuring, but ultimately doesn't mean anything.
-No simple way to message a seller/buyer; you must contact sellers through an item they are selling, and buyers can only be contacted if they place an order through you.

PROS (+):

+Great place to sell inexpensive items that would either take forever to sell elsewhere, or that would leave you with nothing once fees were taken out.
+Flat 10% taken out of every sale...and no fees beyond that.
+No returns allowed unless item wasn't as described, and buyer only has 72 hours to examine item/request return.
+All return requests and problem transactions must go through Mercari support.
+Pre-paid shipping labels are flat-rate and especially affordable for larger/heavier items.
+More seller support than many other selling sites.

Again, selling on any platform is a completely subjective experience, but I'm overall happy with my time on Mercari. I've gotten the short end of the stick once, but it was on a cheap item and I chalked it up as a lesson learned. Outside of that, I've had good luck with Mercari's notoriously bad support, and have moved items that have been sitting around for a while. It has lots of room for improvement, but it is a fairly new marketplace (at least, in the U.S.; it's based in Japan). and seems to be headed in the right direction.

OVERALL SCORE: 6.5/10

SCORE UPDATE: -0.5 for shipping increases. These by and large are unavoidable, and a part of any marketplace, but two factors contribute to the lowered score: Shipping costs had already gone up less than a year ago, and the sheer amount of the increase--up to 52% in the most popular shipping bracket (NOT including last year's increases), with shipments under a pound being broken up into two separate categories. Of course, sellers can ship items themselves at a cheaper rate to avoid the Mercari increase, which helps offset the change, but the rising shipping costs - paired up with the marketplace's overall cheap clientele - make selling here a little more difficult.