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Cancelling a Mercari Transaction: When You Can Request It, Return Options and How Refunds Work
To cancel a transaction between individuals on Mercari Japan you need the other party's agreement and the cancellation request form. Based on Mercari's help centre, here is when buyers can use the form, the steps, the three return options, what happens after 24 hours without a reply, and how each payment method is refunded.
Written by Koetsu Co., Ltd.
After buying on Mercari Japan you may want to cancel, perhaps because you have changed your mind or the item still has not been shipped. In transactions between individuals you cannot cancel on your own: you talk it over with the other party and then use the cancellation request form. Based on Mercari's help centre, this guide covers when you can apply, the steps, how to choose a return option and how refunds work.
Both sides must agree
Mercari's help centre states that cancelling a transaction requires the agreement of both parties and must be done through the cancellation request form. Explaining your reason in the transaction messages and discussing it with the other party before you apply makes the rest smoother. The help page also warns that if the reason for cancelling counts as a nuisance or prohibited act, the account may receive a warning or usage restrictions.
When can a buyer apply?
On the seller's side, the cancellation request form is always shown on the transaction screen. For buyers, it appears at the bottom of the transaction screen at 0:00 on the day after the shipping time shown on the listing ("days to ship") has passed. The help centre gives an example for a purchase made at 12:30 on 1 January.
| Days to ship on the listing | When the form appears (bought 1 January, 12:30) |
|---|---|
| Ships in 1–2 days | 4 January, 0:00 |
| Ships in 2–3 days | 5 January, 0:00 |
| Ships in 4–7 days | 9 January, 0:00 |
In other words, a buyer cannot request a cancellation from their own screen right after buying. If you need to cancel before then, message the seller and ask them to submit the request from their side. If the form does not appear, the help centre says Mercari's support team will check the transaction. The difference between days to ship and delivery time is explained in What does "ships in 2–3 days" mean on Mercari?
How to submit the request
- Tap "Cancel this transaction" at the bottom of the transaction screen
- Read the notes and agree to them
- Choose a reason and fill in the details (the other party will see this)
- Choose whether a return is needed and how
- Tick the checklist and tap "Request cancellation"
The details you write are shown to the other party, so keep them short and consistent with what you already discussed. Button and field names can change with app updates, so follow what you see on screen. (The app itself is in Japanese.)
Three return options
| Option | When to choose it (from the help centre) |
|---|---|
| Free anonymous return | There is a return and you use the anonymous return service |
| Return | There is a return but you do not use the anonymous return service |
| No return | Both parties have agreed no return is needed |
If the item has not been shipped yet, "no return" will usually be the natural choice. If the item has already arrived, agree with the other party whether it will be returned and how before you submit the request.
After you apply
The other party chooses "agree" or "disagree". If a return is involved, after they agree the cancellation is completed when the seller taps "I received the returned item". If they disagree, the request fails and the help centre asks you to talk it over with them again.
If the other party has not chosen agree or disagree 24 hours after the request, it is withdrawn automatically. The exception: if the seller applies with "no return" and the buyer does not respond within 24 hours, the cancellation goes through automatically. If you receive a request from a seller, check it promptly.
Refunds depend on how you paid
| Payment method | How it is refunded | Timing |
|---|---|---|
| Merpay balance / points | Returned to the state before purchase | At the same time as cancellation |
| Credit card | Mercari notifies the card company to cancel the charge; it is deducted from your bill or refunded by the card company in a later month | Mercari cannot say; check your card statement |
| Convenience store / ATM | The item price and payment fee go back to the buyer's balance (including sales proceeds) | At the same time as cancellation |
For point payments, if your points expired during the transaction they are returned with their expiry extended by five days from the cancellation date. d POINT is the exception: if it expires during the transaction it is not returned. For deadlines and fees with convenience store or ATM payment, see Paying for Mercari items at a convenience store or ATM.
Mercari Shops orders are handled differently
Everything above applies to transactions between individuals on Mercari. Orders from Mercari Shops stores, such as our Loop KOBE, use a different contact point and process for cancellations, returns and refunds. See Cancelling a Mercari Shops order for details.
We checked the help centre on 6 October 2026. Cancellation rules and screens can change, so please check Mercari's official help centre for the latest information before you start.
Sources and further reading
- Mercari help: how to cancel a transaction (Japanese)(Checked: )
- Mercari help: when the cancellation request form appears (Japanese)(Checked: )
- Mercari help: refunds for Merpay balance and point payments (Japanese)(Checked: )
- Mercari help: refunds for credit card payments (Japanese)(Checked: )
- Mercari help: refunds for convenience store/ATM payments (Japanese)(Checked: )
