A Mercari suspension can freeze buying, selling, messaging, listings, and payouts. The right response is to identify the likely reason, then appeal through Mercari support with the account details and any pending-order information.
Does this affect you?
Use this for Mercari buyer or seller accounts on the app or web, including sellers who have balances or pending payouts when the suspension appears.
Find the suspension reason
Mercari may not give every detail, but the notice usually points you in the right direction.
- Check the email address attached to Mercari for a suspension notice. Look for terms such as policy violation, suspicious activity, shipping issue, or identity verification.
- Open the Mercari app and try to sign in. A suspended account often shows a short explanation banner.
- Review recent listings for prohibited, counterfeit, recalled, restricted, or misleading items.
- Check recent orders for late shipment, missing tracking, cancellations, chargebacks, or delivery complaints.
- If the suspension happened during payout, write down the payout amount and order details so you can raise them clearly with support.
Appeal the suspension
This is the path Mercari expects. Creating another account can make the situation worse.
- Open Help or Contact Us in the app if the suspension screen allows it, or use Mercari’s website support form.
- Include the account email address and any case or reference number from the notice.
- Explain what happened briefly and factually. If you made a mistake, say what you corrected.
- Ask directly about pending payouts or open orders if money or shipments are still in process.
- Wait for the response, which may take several days or longer during busy periods.
- If there is no reply after a reasonable wait, send one polite follow-up in the same thread.
More control
Ask about remaining balance in writing
If Mercari keeps the suspension in place, completed and delivered sales may still need payout handling. Ask support to confirm what happens to your remaining balance.
Use tracking every time
Late or missing shipments are a common marketplace-review trigger. Use tracked shipping and upload tracking as soon as the package is dropped off.
Check restricted-item rules before listing
Counterfeit goods, recalled items, weapons, some supplements, and other restricted categories can trigger review after only one listing.
Avoid duplicate accounts
A new Mercari account created from the same device, payment method, or identity after suspension is likely to be linked and suspended too. Resolve the original case first.
Sources
- Mercari Help Center – Account suspension and reinstatement (2025)
- Mercari Prohibited Items and Selling Guidelines (2025)
- Mercari Help Center – Payments and payouts (2025)