Mercari experienced a minor incident on June 18, 2024 affecting Customer Service, lasting 20d 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 18, 2024, 02:36 AM UTC
We will be conducting scheduled planned maintenance to our Contact Us portal between June 24, 2024 10:00 PM PDT to June 25, 2024 4:00 AM PDT. During this outage, you will not be able to access the inquiry page for Customer Support or submit a return request.
- monitoring Jun 25, 2024, 09:46 AM UTC
Good news! Our maintenance is complete and you can now create new inquiries or item returns. 🚀 Please note: - Some previously created support tickets may not appear in your inquiries as we are still performing data maintenance to restore your previous tickets. - You might experience a delay in response as we have just restarted with the new system. For urgent issues, please create a new ticket. We apologize for any inconvenience and thank you for your understanding.
- resolved Jul 08, 2024, 04:19 AM UTC
The system maintenance is now fully completed 🎉 However, some previously created support tickets may not appear in your inquiries. We're also experiencing a large volume and are answering inquiries as quickly as possible. If you have not received a response from Customer Support after 48 hours, please create a new ticket. We appreciate your patience and apologize for any inconvenience this may have caused.