📅 Policy Reversal Announced
In March, Mercari introduced significant changes to its U.S. marketplace, eliminating seller fees and allowing returns for any reason. However, on Tuesday, Mercari announced a reversal of its return policy due to substantial backlash from sellers. The new policy, effective May 22, restricts returns to items that are not as described, giving buyers a three-day window to initiate a return and 24 hours to provide proof.
📢 Seller Community Reaction
Sellers expressed their dissatisfaction with the initial policy on platforms like Reddit. Complaints included exploitations of the generous return policy, which negatively impacted their margins. Some sellers reported multiple returns in a week, compared to minimal returns before the policy change. A Change.org petition was even started to criticize the changes, including a $2 direct deposit fee.
🛒 Balancing Buyer and Seller Needs
Mercari’s initial changes aimed to attract more buyers by offering simple returns and eliminating seller fees. Mercari U.S. CEO John Lagerling mentioned that the goal was to boost buyer confidence and differentiate from competitors like Poshmark and Depop. However, the backlash highlighted the challenges of pleasing both buyers and sellers, leading to the policy reversal.
🎉 Celebrations and Concerns
The policy reversal was celebrated by sellers on the Mercari subreddit as a small victory. Despite the celebration, some users remain cautious about the platform due to past experiences and ongoing concerns, like the $2 withdrawal fee. As one seller commented, “I don’t trust Mercari at all and therefore just can’t risk coming back.”
Do you think Mercari's policy changes will win back seller trust?
