Mercari

Mercari is one of Japan's largest secondhand marketplaces, offering both direct purchases and auction, depending on the options displayed on each product page.

Direct Purchase: Purchase an item at the price set by the seller.
Auction: Place a bid to participate in an auction. The winning bidder purchases the item.

This guide explains the procedures and important information for direct purchases, automated ordering assistance, and Mercari auctions.

1. Purchasing Items on Mercari

Important Information

Most Mercari items are secondhand goods listed by individual sellers. Before placing an order, carefully review the product images, description, price, quantity, and condition rating. Mercari generally does not accept returns or exchanges, and Doorzo cannot fully guarantee the condition of any item.
Once your items arrive at the Doorzo warehouse, our staff will only check the package for visible external damage sustained during domestic shipping within Japan. If any such damage is found, we will contact the seller promptly. The warehouse does not provide free item inspections, so we cannot guarantee that missing items, missing parts, or incorrect items will be detected, or that these issues can be resolved through after-sales support. If any items are later found to have been left behind at the Doorzo warehouse, we will help arrange a separate shipment. If you would like to check the condition of your items before they are checked into the warehouse, we recommend selecting the "Pre-storage Photo Service."
During the purchasing process, Doorzo will communicate with the seller regarding matters necessary to complete the order. However, we cannot provide communication services unrelated to the purchasing process.
Mercari sellers do not follow a standardized dispatch schedule. Individual sellers typically dispatch items within approximately 3–7 days, but the actual dispatch time depends on the seller. If the seller remains unreachable for an extended period, Doorzo may cancel the purchase and issue a refund based on the order status.
Sellers may change the product price, quantity, or description without prior notice. If the system does not detect these changes, Doorzo may be unable to assist with a return or refund. Please carefully review all information on the product page before placing your order.

2. Automated Ordering Assistance

How It Works

Not every Mercari item can be purchased immediately. Some purchases require prior communication with the seller and can only be completed after obtaining the seller's consent.

Doorzo's automated ordering system evaluates whether an item can be purchased directly by analyzing information such as:

The product description;
The seller's profile;
The seller's transaction history and reputation;
Doorzo's historical order-processing data.

Orders that the system determines can be purchased directly will be processed automatically. Orders that cannot be processed automatically or require further confirmation will be referred to our staff for manual review.

Processing Schedule

During staffed processing hours, the automated ordering system assists our staff in processing orders more efficiently. Orders that cannot be purchased automatically will be reviewed and processed manually.

Outside staffed processing hours, the system will continue processing eligible orders automatically. Orders that cannot be processed by the system will be held for manual review during the next staffed processing period.

As the system's assessment may not always be accurate, we recommend placing orders with special requirements or complex product conditions during staffed processing hours whenever possible.

Staffed processing hours: 10:00–19:00 Japan Standard Time

How to Use the Service

You can place a Mercari order as usual without taking any additional steps. The system will automatically determine whether the order is eligible for automated processing and process it accordingly.

Important Notes

Orders containing notes require manual processing.
If you include an order note or special request, the system will be unable to process the order automatically. The order will be referred to our staff for further review.
High-value items require manual confirmation.
For transaction security, orders for items priced above JPY 100,000 must be reviewed by our staff before purchase.
The system may occasionally make an incorrect assessment.
Some items that can be purchased directly may not be processed immediately due to the system's assessment. For more accurate order processing, we recommend placing your order during staffed processing hours whenever possible.

3. Mercari Auctions

Mercari offers an official auction feature that allows you to participate in auctions by placing bids and complete the purchase after winning.

※ Please update the Doorzo App to the latest version before using this feature.

Auction Process

Step 1: Place a Bid

After finding an item you wish to bid on, select Place Bid, enter your bid amount, and submit it.

The auction will generally end at around 8:00 p.m. on the day after the first bid is placed. The highest bidder at the end of the auction will become the winning bidder.

Example:
First bid placed: April 20, 2025, at 3:30 p.m.
Estimated auction end time: April 21, 2025, at 8:30 p.m.

If a new bid is placed within the final five minutes, the auction end time will automatically be extended by five minutes.

Before submitting a bid, please note the following:

Under Mercari's auction rules, a submitted bid cannot be canceled. Please confirm the product information, bid amount, and your intention to purchase before bidding.
Domestic shipping within Japan is determined by the seller and may be either Seller Pays or Cash on Delivery. For Cash on Delivery shipments, the domestic shipping fee will be confirmed when the item arrives at the Doorzo warehouse and collected together with the international shipping fee.
Please check the product details page to confirm whether the item will be shipped using Shipping Insured.

Step 2: Confirm and Submit Payment

After confirming the price, images, and product description, please read and accept the relevant risk disclosures and terms before selecting the payment confirmation button.

Mercari auction bids require credit card pre-authorization.

Credit Card Pre-Authorization

When you submit a bid, the system will place a temporary authorization hold on your credit card based on your bid amount.
If you win the auction, the following amount will be charged to your credit card: Final winning bid + proxy purchase service fee + any optional service fees selected
If you are outbid or do not win the auction, the authorization hold will automatically be released. The time required for your available credit to be restored depends on your card issuer.
If you are outbid and place another bid, the system will place a new authorization hold based on the new bid amount.

Proxy Purchase Service Fee

The proxy purchase service fee will be included in the pre-authorized amount and settled together with the item price after you win the auction.

The fee is calculated based on the final winning bid for each item:

Final Winning Bid per Item	Proxy Purchase Service Fee
Less than JPY 2,000	JPY 250 per item
JPY 2,000 or more	JPY 300 per item

Placing Another Bid

If another bidder exceeds your bid, you may place another bid before the auction ends.

The authorization hold for your previous bid will be released once you are outbid. Placing another bid is treated as submitting a new bid, and the system will place a new authorization hold based on the new amount.

Bidding Mechanism

When you submit a bid in a Mercari auction, the system will immediately place the bid at the amount you entered, and the current auction price will increase to that amount.

Each new bid must be at least JPY 100 higher than the current price.

Auction Results

1. Winning the Auction

After you win an auction, Doorzo's system and order processing staff will communicate with the seller and arrange payment and domestic delivery within Japan.

Once the item arrives at the Doorzo warehouse, you will receive an in-app notification and an email. You can then arrange international shipping or request package consolidation.

2. Not Winning the Auction

If another bidder exceeds your bid, Doorzo will notify you through an in-app notification. You may place another bid at any time before the auction ends.

If you do not win the auction, the authorization hold will automatically be released.

3. Bid or Winning Status Canceled

A bid or winning status may be canceled due to the seller's decision or Mercari's system assessment, even after a bid has been successfully submitted or the auction has been won.

In such cases, the relevant order will be canceled automatically, and the authorization hold will be released.

Important Notes

Bids and winning orders generally cannot be canceled.
Under Mercari's auction rules, submitted bids cannot be canceled. Once you win an auction, cancellation or a refund is generally unavailable unless the order is canceled for reasons attributable to the seller or another reason not attributable to the buyer. In such cases, Doorzo will refund the relevant payment.
Check the item's condition before bidding.
Most Mercari auction items are secondhand goods listed by individual sellers. Doorzo cannot guarantee their condition, authenticity, or functionality. Please carefully review the product images and description before bidding. When an item arrives at the warehouse, our staff will only check for visible damage sustained during domestic shipping within Japan. We cannot guarantee that incorrect, missing, or incomplete items will be identified.
Seller dispatch times vary.
Mercari sellers do not follow a standardized dispatch schedule. Please review the dispatch information on the product page before bidding. If the seller does not dispatch the item for an extended period, our order processing staff will follow up with the seller and request shipment. Thank you for your patience.
You may become the winning bidder after the auction ends.
After an auction ends, the seller may disqualify the original winning bidder. If this happens, the second-highest bidder may automatically become the new winning bidder.
Payment is required if you become the replacement winning bidder.
If you become the replacement winning bidder, the order status will change to Won – Payment Pending. Under Mercari's auction rules, you must complete payment within 24 hours.
Complete payment within the specified deadline.
If you fail to pay for a winning order within the specified deadline on two occasions, your access to Mercari auctions will be restricted. Please monitor your order status and payment notifications and only place bids after confirming your intention to purchase.

4. FAQ

1. How does Doorzo charge proxy purchase service fees for Mercari orders?

Mercari proxy purchase service fees are charged according to the price of each item:

Price per Item	Proxy Purchase Service Fee
Less than JPY 2,000	JPY 250 per item
JPY 2,000 or more	JPY 300 per item

※ When you submit and pay for an order, the applicable proxy purchase service fee will be calculated according to the rates above and included in the order total.

2. How can I check the condition of a Mercari item?

Please carefully review the product images, written description, condition rating, and information on the seller's profile. If you are unsure about any Japanese description or the condition of an item, please contact Customer Support before purchasing.

Doorzo cannot guarantee the actual condition of secondhand items. Please make your purchase decision carefully based on the information provided by the seller.

3. Does successful payment guarantee that the item will be purchased?

No. After payment is completed, Doorzo will process your order as soon as possible in the order it was received. However, the item may be purchased by another buyer while your order is being processed, or the purchase may fail because the seller is unable to dispatch the item, the listing has been removed, or for other reasons.

If the purchase cannot be completed, the item price and related service fees will be refunded in full.

4. Can I cancel an order if I purchased the wrong item?

Once payment has been completed, cancellations and refunds requested for reasons attributable to the buyer are generally not accepted.

Before making payment, please carefully check the product images, description, quantity, price, and condition, and make sure the item meets your requirements.

5. Why can't I add some items to my cart, and why are they marked as "Currently Unavailable"?

An item may be marked as currently unavailable for one of the following reasons:

The seller does not accept purchases made through proxy purchasing services.
Doorzo has restricted purchases from the seller due to a poor transaction history or other concerns.
The item is prohibited or restricted for international shipping.
The item is temporarily unavailable for another reason.

Such items cannot currently be purchased through Doorzo. We recommend selecting a different item.

6. Can I purchase only some of the items shown on a product page?

If the seller clearly states in the product description that items can be sold separately, please use the Order Notes field when placing your order to specify which items you would like to buy and the price you are willing to pay. For example: "I'd like to buy the item in row X, column Y."

Our order team will check with the seller based on your note. If you do not leave a note, we will purchase everything shown on the product page.

※ If the seller lists the items as a set (まとめ売り), we're sorry, but you cannot request to buy individual items from that listing.

7. How can I ask the seller about an item before placing an order?

For common questions, go to Product Details → Reviews → Item Messages. Select the questions you would like to ask from the message templates and tap Submit. If the seller replies, you can view their response under Item Messages on the product page.

If none of the templates covers your question, please contact us through a Support Ticket. We'll be happy to help you check with the seller.

8. Can Doorzo guarantee that an item is authentic?

Doorzo provides a proxy purchasing service for Mercari items but cannot guarantee that every item is authentic. Product information and images are provided by individual sellers. Before purchasing, we recommend checking:

The seller's explanation of the item's origin;
Actual product photos and close-up details;
The seller's transaction history and ratings;
Whether the price is significantly lower than that of comparable authentic items.

For eligible trading cards, luxury goods, shoes, bags, and other items, you may also consider selecting an applicable authentication service to reduce purchasing risks.

9. Can Doorzo contact the seller to negotiate the price?

Doorzo does not provide manual price negotiation through seller comments. For items priced above JPY 1,000, you may try submitting an offer through the prepaid offer feature.

If the seller requires buyers to leave a comment before purchasing, our order processing staff will contact the seller first and proceed with the purchase after receiving a response.

10. Can I ask the seller for more information if the product details are incomplete?

You can use Mercari's product inquiry feature. On the product details page, select Product Inquiry to send the seller a message using one of the available templates.

11. How long does it take a Mercari seller to dispatch an item, and when will it arrive at the warehouse?

Mercari sellers do not follow a standardized dispatch schedule. Individual sellers typically dispatch items within approximately 3–7 days.

The actual warehouse arrival time also depends on the seller's dispatch time, domestic delivery within Japan, and warehouse processing. Thank you for your patience.

12. Can Mercari items be returned or exchanged?

Mercari items generally cannot be returned or exchanged. As the product information is provided by the seller, Doorzo cannot guarantee the condition, authenticity, or functionality of secondhand items.

Please carefully review the product images and description and make sure you accept the associated risks before placing an order.

13. Can Doorzo expedite the purchase of a popular item?

Orders are processed in the order they are received, and expedited purchasing is currently unavailable. Our order processing staff will handle your order as soon as possible. Thank you for your patience.

14. What happens if the seller sends an incorrect item, omits an item, or sends an incomplete order?

When an order arrives at the Doorzo warehouse, our staff will only check the parcel for visible damage sustained during domestic shipping within Japan. The warehouse does not provide a comprehensive item inspection service and therefore cannot guarantee that incorrect, missing, or incomplete items will be identified or resolved through after-sales support.

If an omitted item is later found at the Doorzo warehouse, we will arrange for it to be shipped to you. Please consider these risks before making your purchase.