You're on your own here - no support from the company and no way to get in contact with anyone. You can write, you can leave messages (they do not monitor phones) , but no one will get back with you. And you cannot rely on ratings (for sellers or buyers) as Mercari will simply post them for you without your knowledge. I was without power (and thus, no internet) for days due to a weather emergency and wasn't able to quickly post a rating on an order, so Mercari simply did it for me with no idea how or what happened with the order. Dishonest! This is a direct quote from the email Mercari sent me: "Rating provided to Seller
Looks like we didn't receive your rating for the item listed below, so we've updated the transaction on your behalf!" And then they turned around and gave me a negative rating. For what? Failure to leave a rating within 7 days? Gee...sorry the electric company turned off power to 20,000 people and I happened to be one of them. I will never do business with them again.