Contacting a Mercari Shop: Item, Shop or Order Inquiry?

A question about a toy’s accessories and a question about an order you have already placed need different context. On Mercari Shops, start by deciding what you are asking about and whether you have bought the item. That helps you choose a contact route that points to the relevant product, shop or order.

First, check whether the listing is a Shops item

Mercari’s official guide identifies Shops listings by the “メルカリShops” label. Shops uses inquiries instead of the regular item comment feature. Open the actual listing to establish which type you are viewing, particularly when you arrived through a search result that mixes different sellers.

Our Loop KOBE store is a Mercari Shop. The personal-listing profile is a separate selling surface. Both are linked by our business, but that does not make their messaging controls interchangeable. Start from the listing you are actually considering.

Choose among three routes by the subject of your question

The official guide checked on September 23, 2026 describes item, shop and order inquiries as separate conversations. When the question concerns one identifiable product, starting from that item page helps keep your question tied to the object you mean. For an existing purchase, use the relevant order instead.

The Loop KOBE web page we checked also displayed a button labelled “質問する,” meaning “Ask a question.” The wording on your screen may therefore differ from the guide. Check whether you are contacting from a product, the shop profile or a transaction, rather than looking only for one exact button label.

For products with variants such as colour or size, the official guide says you can select the variant when making an item inquiry. Check the option name as well as the picture. Your wording should refer to that same choice, especially when several characters or sizes share a single product page.

Make the item and the uncertainty clear

For example, if a photo shows a display base that the description does not mention, you could write: “Aタイプについて、写真の台座は付属しますか” — “For type A, is the base shown in the photo included?” This is an example question, not a statement about any listing’s contents. Replace type A with the actual option name.

For a shop-wide question, avoid mixing in unrelated product details. Conversely, if your question concerns dispatch after purchase, open the order you bought rather than a similar item still on sale. A clear subject makes it easier to understand the answer and reduces the chance of confusing two otherwise similar listings.

Before writing, read the item description, selected option and shop information. Separate what the seller has already explained from the uncertainty that remains. Prepare one focused question rather than scattering the same request across several contact routes in the hope of receiving a faster reply.

For overseas purchases, establish who places the order

If a purchasing agent will place the order for you, ask that service whether it can relay product questions. Question handling and supported languages need to be checked with the chosen service. A shop inquiry button alone does not establish that the item can be shipped internationally or to your destination.

If you have not chosen a purchase route, our proxy shopping and parcel forwarding guide explains the distinction. Koetsu Co., Ltd., which links to Loop KOBE, prepared this article from official help and the public shop interface. Consult current Mercari Help if the available inquiry controls change.

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