Mercari does not abide by their own Buyer Protection policy. I purchased a GoPro Max from Mercari, the seller did not indicate the item was damaged in the listing. Mercari support stated the item was in "Good" condition as the seller had stated even though the camera had scratches on both of the lenses impairing its ability to operate as a camera. It's clearly called out in the Seller Protection policy that for the seller to avoid a return claim all damage must be consistently called out in the item description and photos. The photos had what looked like lens glare but actually was a scratch, there was no damage claimed in the description only that the camera was in good condition and worked. After days of providing evidence, referencing their own Buyer Protection and Seller Protection policies they refuse to allow me to return the damaged item to the seller and were unable to tell me why they refused my return claim other than "we've determined the item was in good condition as the seller had stated" completely ignoring the damage on the camera and the failure to notify buyers of the damage.
I have issued a chargeback and Mercari is closing my account. It's as shame as I actually enjoyed Mercari for a time as a 5 star buyer / seller with 22 transactions on my account, but due to a failure on Mercari's part for not adhering to their own Buyer Protection policies when review my request for a return. It would have just been much easier to allow me to return the damaged camera back to the seller.
