When I first signed up I thought "Finally a place to sell for no big fees", and while that is still true, I can't believe how customer service isn't very fair to sellers when a buyer wants a return based on false claims, never do they contact the seller to get their side on the claims. They decide if something is not as described based on what? I always list everything in the description, it isn't a sellers fault if a buyer doesn't read it, but the seller will get decided against. I think that unless the return department is knowledgeable in all items they cannot possibly make a fair decision. But, they don't want to upset the buyer, however if they are not careful they will lose sellers, and no sellers mean no buyers, which means no Mercari. I have bought on there as much as I sell so I understand that there could be legitimate issues, but some are completely false. So, your item sits until they decide against you, than you wait for the buyer to hopefully return the right item undamaged, and have to relist. Thanks, I appreciate it! If you get an honest buyer, pray they rate you, otherwise, you wait and wait to get your money, I mean they already have your item and if they decide to not rate, you have to wait 3 days, then start the request which means another day to wait and when Mercari gets to it, they will finally release your money. Seems completely reasonable to wait that long to get paid right? I mean as a seller you have 3 days to ship or that's it, you can be cancelled on that transaction, but buyers well, they can give you the run around to get paid and that's okay. Come on Mercari, you could be great but you are sabotaging yourself, stop allowing false claims for returns and trust me if I am selling lots of one particular item, I think i know what I'm doing, so if you decide one transaction of 30 is not as described, who exactly is the expert on that? I believe it's the buyer who didn't read the description, not that it's falsely described, I would rather pay more in fees elsewhere than continue to see this kind of customer service that is unfair to sellers. UPDATE: since writing this review things have gotten worse! As most reviewers are stating, and I touched on above, the customer service is absolutely horrible, a business can thrive or die on the quality of their representatives, and mercari's is slowly killing itself, most reliable, trustworthy sellers won't stay with a platform that cannot provide at least decent customer service. Smart buyers won't be willing to trust in a company that can't do something as simple as provide a basic, courteous, knowledgeable and timely service. I just, like today had yet another horrific experience with their customer service. Honestly, I am going to close my account down and just keep my business to a few other sites, I can spend my money anywhere and I can give my selling fees to anyone, but not these people anymore. Please be mindful and cautious if doing any transactions on mercari.