Troubleshooting

If you run into any of the following, try what is written here first.

I uploaded photos, but the preview card never arrives

AI analysis usually takes about 5–10 minutes. Wait a little. In a store whose copy is written on your own machine / AI, it waits while that machine is off or its AI usage is used up; the draft card says why, and your photos and draft are kept — no need to upload again. The draft shows “AI analysing” and you can watch the progress on the List an item page. If it still does not appear: iPhone’s HEIC format is not supported — convert to JPEG and send again. The photo count follows your shop’s setting (stated on the form), each photo must be under 10 MB, and the upload must total under 40 MB.

The AI got the item description wrong

On the preview card press ✏️ Edit content and fix it directly, or press 🪄 AI re-polish to have the AI rewrite it using what you added.

Login to the console is refused

The console only accepts Google sign-in, and operations must add your Google address to the allowlist first. When you are refused, check that you are using the same address you gave operations at setup. If you changed address, operations has to enable the new one.

A buyer wants a refund and the system did not answer

Messages like that are classified as “you must answer this yourself” (hard escalation), and the system does not reply on your behalf. The console raises a red to-do card and notifies you; answer the buyer directly from the customer service page. If you are unsure, escalate to operations. See the Handling buyers chapter.

I chose a shipping method but no QR code appeared

Reload that order on the Orders & shipping page. If it is still missing, register the shipping method again, or tell operations. You can also just ship from the Mercari app — the system reconciles hourly and updates the order state.

The monthly figures do not match the platform

Go back to the dashboard, pick the month in question from the last six months of sales, and on the Monthly performance page check the source labels and download that month’s settlement CSV. For Mercari Shops, import the official sales-detail CSV on the same page and read the “official versus our estimate” comparison. For a personal Mercari account, the official fees, refunds and balance still have to be checked in the Mercari app. If it still does not reconcile, hand operations the downloaded CSV together with the platform’s own records.