Mercari: Buying & Selling App
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Top Insights
Top Insights
Top Insights
A weekly roundup of Users are concerned about high fees and hidden costs associated with transactions on Mercari. Around 15% of users feel that these charges are excessive and negatively impact their buying and selling experience.'s key feedback
A weekly roundup of Users are concerned about high fees and hidden costs associated with transactions on Mercari. Around 15% of users feel that these charges are excessive and negatively impact their buying and selling experience.'s key feedback
A weekly roundup of Users are concerned about high fees and hidden costs associated with transactions on Mercari. Around 15% of users feel that these charges are excessive and negatively impact their buying and selling experience.'s key feedback
Poor Customer Support
Many users express frustration with Mercari's customer support, citing difficulties in reaching help and resolving issues. Approximately 20% of users report feeling unsupported when problems arise, leading to dissatisfaction and a lack of trust in the platform.
I had an issue with a purchase and couldn't find a solution through the help center, making it risky to shop here.
Poor Customer Support
Many users express frustration with Mercari's customer support, citing difficulties in reaching help and resolving issues. Approximately 20% of users report feeling unsupported when problems arise, leading to dissatisfaction and a lack of trust in the platform.
I had an issue with a purchase and couldn't find a solution through the help center, making it risky to shop here.
Poor Customer Support
Many users express frustration with Mercari's customer support, citing difficulties in reaching help and resolving issues. Approximately 20% of users report feeling unsupported when problems arise, leading to dissatisfaction and a lack of trust in the platform.
I had an issue with a purchase and couldn't find a solution through the help center, making it risky to shop here.
High Fees and Hidden Costs
Users are concerned about high fees and hidden costs associated with transactions on Mercari. Around 15% of users feel that these charges are excessive and negatively impact their buying and selling experience.
The app's dark UI methods and hidden fees at all checkpoints have ruined the experience.
High Fees and Hidden Costs
Users are concerned about high fees and hidden costs associated with transactions on Mercari. Around 15% of users feel that these charges are excessive and negatively impact their buying and selling experience.
The app's dark UI methods and hidden fees at all checkpoints have ruined the experience.
High Fees and Hidden Costs
Users are concerned about high fees and hidden costs associated with transactions on Mercari. Around 15% of users feel that these charges are excessive and negatively impact their buying and selling experience.
The app's dark UI methods and hidden fees at all checkpoints have ruined the experience.
Shipping and Delivery Issues
A significant number of users experience problems with shipping, including lost packages and expensive rates. Approximately 10% of users report dissatisfaction with how shipping is handled, affecting their overall experience.
I've had multiple packages lost in the mail, and Mercari automatically sided with the buyer without giving me a chance to prove I shipped the item.
Shipping and Delivery Issues
A significant number of users experience problems with shipping, including lost packages and expensive rates. Approximately 10% of users report dissatisfaction with how shipping is handled, affecting their overall experience.
I've had multiple packages lost in the mail, and Mercari automatically sided with the buyer without giving me a chance to prove I shipped the item.
Shipping and Delivery Issues
A significant number of users experience problems with shipping, including lost packages and expensive rates. Approximately 10% of users report dissatisfaction with how shipping is handled, affecting their overall experience.
I've had multiple packages lost in the mail, and Mercari automatically sided with the buyer without giving me a chance to prove I shipped the item.
App Functionality Problems
Users report issues with the app's functionality, such as frequent crashes and false notifications. About 10% of users find these technical problems frustrating, impacting their ability to use the app effectively.
Unable to make posts without the app constantly closing, even after deleting and reinstalling.
App Functionality Problems
Users report issues with the app's functionality, such as frequent crashes and false notifications. About 10% of users find these technical problems frustrating, impacting their ability to use the app effectively.
Unable to make posts without the app constantly closing, even after deleting and reinstalling.
App Functionality Problems
Users report issues with the app's functionality, such as frequent crashes and false notifications. About 10% of users find these technical problems frustrating, impacting their ability to use the app effectively.
Unable to make posts without the app constantly closing, even after deleting and reinstalling.
Competitor Benchmark
A weekly roundup of Client
A weekly roundup of Client
Users' choice
Depop receives praise for its user-friendly interface and fair fee structure, making it a popular choice for both buyers and sellers. However, some users express concerns about data security and customer service responsiveness.
Users' choice
Depop receives praise for its user-friendly interface and fair fee structure, making it a popular choice for both buyers and sellers. However, some users express concerns about data security and customer service responsiveness.
Users' choice
Depop receives praise for its user-friendly interface and fair fee structure, making it a popular choice for both buyers and sellers. However, some users express concerns about data security and customer service responsiveness.
Runner up
Mercari is appreciated for its ease of use and effective selling tools, but users report issues with customer support and high fees. Some users also experience problems with notifications and transaction disputes.
Runner up
Mercari is appreciated for its ease of use and effective selling tools, but users report issues with customer support and high fees. Some users also experience problems with notifications and transaction disputes.
Runner up
Mercari is appreciated for its ease of use and effective selling tools, but users report issues with customer support and high fees. Some users also experience problems with notifications and transaction disputes.
Straggler
eBay is criticized for its high fees, poor customer service, and issues with scams and returns. Many users feel that the platform favors buyers over sellers, leading to dissatisfaction among long-time users.
Straggler
eBay is criticized for its high fees, poor customer service, and issues with scams and returns. Many users feel that the platform favors buyers over sellers, leading to dissatisfaction among long-time users.
Straggler
eBay is criticized for its high fees, poor customer service, and issues with scams and returns. Many users feel that the platform favors buyers over sellers, leading to dissatisfaction among long-time users.
Nuggets
Major highlights of the week
Nuggets
Major highlights of the week
Nuggets
Major highlights of the week
Shipping Costs
Users are frustrated with high shipping costs, which they feel are not competitive and deter them from making purchases. They suggest that Mercari negotiate better shipping rates to offer more attractive deals.
Customer Support
The help center is ineffective, leaving users without solutions to their issues and no clear way to contact support for assistance. This lack of support leads to a poor user experience and discourages continued use of the platform.
Seller Protection
Sellers feel unprotected as Mercari often sides with buyers in disputes, even when sellers have evidence of fulfilling their obligations. This perceived bias and lack of recourse for sellers lead to dissatisfaction and loss of trust.
Hidden Fees
Users are unhappy with hidden fees and unclear pricing structures, which they feel are deceptive and diminish the value of the platform. This lack of transparency in fees leads to a negative perception of Mercari's business practices.
App Bugs
Frequent app crashes and bugs disrupt the user experience, making it difficult to list items or complete transactions. Users find these technical issues frustrating and a barrier to using the app effectively.
Scam Accounts
The presence of scam accounts on the platform poses a risk to both buyers and sellers, leading to lost items and financial losses. Users feel that Mercari does not provide adequate protection or resolution for these incidents.
Your voice of customer, unified
Your voice of customer, unified
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
How leading brands use Clarity
How leading brands use Clarity
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
126 million
global subscribers
126 million
global subscribers
126 million
global subscribers
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
467,000
monthly customers
467,000
monthly customers
467,000
monthly customers
System normal
System normal
System normal