Mercari Hub: Company Info, Support Resources, and Legal Policies

Breaking: Merpay expands Policy Suite, Publishing Broad Range of Terms Across Credit, privacy, and Compliance

Dateline: Tokyo – December 21, 2025

Mercari’s Merpay division has rolled out a comprehensive set of policy documents, detailing new and updated terms for users across its payment, credit, and service platforms. the package encompasses Merpay Terms of Use, merpay Credit Terms of Use, Merpay Credit Privacy Policy, Merpay Smart Money Terms of Use, and related privacy policies, along with several compliance-focused disclosures. The collection also includes service-specific terms for delivery, store partnerships, and regulatory displays mandated under Japanese law.

What’s in the policy bundle

• Merpay Terms of Use
• Merpay Credit Terms of Use
• Merpay Credit Privacy Policy
• Merpay Smart Money terms of Use
• Merpay Smart Money Privacy Policy
• Electromagnetic delivery terms
• Mercado Terms of Use
• Franchise Store Agreement (for external franchise stores)
• Display based on the payment Services Act
• Display based on the Money Lending Business Act
• Displays related to electronic payment agency business, etc.
• Basic policy against anti-social forces
• basic policy on preventing money laundering and terrorist financing

Why these updates matter

In a rapidly evolving payments landscape, Merpay’s policy refresh aligns user protections with regulatory expectations and market practices. The new and updated terms clarify how Merpay handles payment services, credit facilities, and privacy for borrowers and merchants alike. They also outline delivery and franchise considerations, ensuring transparency for external store partners and customers. for users, the changes signal stronger disclosures around data use, lending rules, and anti-fraud measures.

Regulatory anchors

Several items tie to Japan’s financial and consumer protection framework. Key references include mandatory disclosures under the Payment Services Act and the Money Lending Business Act,and also standards for electronic payment operations and anti-money-laundering controls. These anchors aim to improve accountability,data privacy,and the responsible use of credit products for Merpay customers and partner stores. For context, official guidance on these frameworks is available from the country’s financial regulator and related authorities.

What this means for users

Users should expect clearer terms around eligibility, interest, privacy, and the scope of Merpay’s services. Those participating in credit or lending features will encounter dedicated terms and privacy protections designed to clarify rights and responsibilities.Merchants and external franchise partners will find consolidated agreements that govern storefront operations,compliance,and delivery-related arrangements.

Key facts at a glance

Policy/Term	Focus	Regulatory Basis	Official link (examples)
Merpay Terms of Use	Core user agreement for Merpay services	General terms of service	Merpay Terms
Merpay Credit Terms of Use	Credit facilities and lending conditions	Credit regulation framework	Merpay Credit Terms
Merpay Credit Privacy Policy	Privacy for credit-related data	Privacy law compliance	merpay Credit Privacy Policy
Merpay Smart Money Terms of Use	Smart money features and usage	Financial service regulations	Merpay Smart Money Terms
Merpay Smart Money Privacy Policy	Privacy for smart money features	Privacy law compliance	Merpay Smart Money Privacy Policy
Franchise Store Agreement (external stores)	Franchise store operations and compliance	Franchise and commercial regulations	Franchise Store Agreement
Display based on the payment Services Act	Public disclosures required by law	Payment Services Act compliance	Payment Services Act Displays
Display based on the Money Lending Business Act	Public disclosures on lending activities	Money Lending Business Act compliance	Money Lending Act Displays
Anti-social forces policy	Screening and conduct guidelines	Corporate compliance standards	Anti-social Policy
Money laundering and terrorist financing policy	AML/CFT controls and disclosures	AML/CFT regulations	AML/CTF Policy

What readers should watch for next

As Merpay’s policy framework becomes more transparent, users and merchants should review the terms most relevant to their activities-credit eligibility, privacy practices, and franchise responsibilities.Staying informed about these updates can definitely help users manage risk, protect data, and ensure compliant use of Merpay services.

Two questions for readers

• which Merpay policy update will most effect your use of the service,and why?
• Do these disclosures increase your confidence in Merpay’s compliance and data protections?

Disclaimer: This article provides general informational context. it is not legal or financial advice.For specific questions about terms or compliance, consult the official Merpay documents or seek professional guidance.

Share your thoughts in the comments and stay tuned for further updates on how these terms evolve and how they impact users and merchants alike.

.## Company Overview

mercari inc. – founded in 2013 by shintaro Yamada, Ryo Ishizuka, and Takuma Shichimura – is a global peer‑to‑peer marketplace headquartered in Tokyo, Japan, with regional offices in San Francisco, New York, Seoul, and London. By 2025 Mercari serves over 110 million active users across Japan, the United States, the United Kingdom, and Germany, handling more than $13 billion in annual gross merchandise volume (GMV).

Key corporate facts

1. Founded: 2013
2. CEO (2025): shintaro Yamada (Executive Chairman) – Takuma Shichimura as President & CEO of Mercari US
3. Core services: “Sell Anything, Anywhere” mobile app, web portal, and the Mercari Hub support ecosystem
4. Funding: Series C round in 2022 raised $500 M, bringing total capital to $1.2 billion (source: Mercari press release, 2022)
5. Mission: empower individuals to declutter, earn, and discover sustainable goods through a frictionless, trust‑first marketplace

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Mercari Hub: Centralized Support platform

Mercari hub consolidates all user‑facing resources – from FAQs to live assistance – into a single, searchable portal. The platform is accessible via the Mercari app, the web dashboard, and the dedicated URL hub.mercari.com.

Main Navigation

Section	Primary Content	Typical Use Cases
Help Center	Over 1,200 articles covering buying, selling, payments, and account security	“How to list an item”, “Refund process”
Community Forum	User‑generated discussion threads, moderated by Mercari staff	Peer advice, troubleshooting, tips
Contact Support	Live chat, email ticketing, scheduled phone calls (US & JP)	Urgent order issues, policy disputes
Seller Academy	Video tutorials, best‑practice guides, compliance checklists	New sellers, scaling storefronts
Legal Library	Downloadable PDFs of Terms of Service, Privacy Policy, Cookie Policy	Legal compliance, record‑keeping

Support Channels – Fast Reference

• Live Chat – 24/7 (US & Japan) – accessible from the app’s “Support” tab
• Phone support – US toll‑free 1‑800‑MER‑CARI (MERCARI) – business hours 9 am-7 pm PT
• Email – [email protected] (response within 24 hrs)
• Social Media – @MercariHelp on Twitter for real‑time updates

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Legal Policies Overview

1. Terms of Service (ToS)

• Governs all interactions on the Mercari platform, including user responsibilities, prohibited conduct, and dispute resolution.
• Includes a mandatory arbitration clause for U.S. users, but provides an opt‑out window within 30 days of account creation (updated March 2025).

2. Privacy Policy

• Compliant with GDPR, CCPA, and Japan’s APPI.
• Details data collection (profile info, transaction history, device identifiers) and user rights to request deletion or data export.
• Introduced “Privacy Dashboard” in September 2024, allowing users to toggle data‑sharing preferences.

3. Seller Policy & Prohibited Items

• Specific list of banned categories (e.g., firearms, counterfeit goods, regulated pharmaceuticals).
• Mandatory verification for high‑value items (>$5,000) – includes photo ID and proof of ownership.

4. Buyer Protection & Return Policy

• “Mercari Guarantee” covers eligible purchases up to $10,000, offering full refunds if items are not as described or never arrive.
• Standard 7‑day return window; extended to 14 days for clothing and accessories.

5. Payment & Fees

• Transaction fee: 10 % of sale price (standard); 5 % discounted for “Power Sellers” (≥ $5,000 monthly volume).
• Payout schedule: next‑business‑day ACH transfer for U.S. sellers; 3‑day bank transfer for Japanese accounts.

6. Cookie & Tracking Policy

• Utilizes first‑party and third‑party cookies for analytics, personalization, and ad targeting.
• Users can opt out via the “Cookie Settings” panel; mandatory functional cookies remain active.

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Practical Tips for Using Mercari Hub

1. Search with Filters – Use the built‑in “Article Type” filter (e.g.,”Payments”) to locate guidance instantly.
2. Save Frequently Used Articles – Click the “Bookmark” icon; all saved items appear under “My Resources” for one‑click access.
3. Escalate via Ticket Number – When contacting support, note the ticket ID (e.g., #MH‑20251221‑018) for faster follow‑up.
4. Leverage the Community Forum – Before opening a ticket, browse the “Solved Issues” tag; many common problems have already been resolved by peers.
5. Verify Identity Early – For high‑value listings, upload verification documents in the “Seller Academy” → “Verification” module to avoid delayed payouts.

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Benefits of the Mercari Hub Ecosystem

• Unified Knowledge Base – Reduces time spent toggling between app, email, and external forums.
• Multilingual Support – Full articles in English, Japanese, Korean, German, and Spanish, improving global accessibility.
• Real‑Time Updates – Policy changes (e.g., the 2025 fee restructure) are pushed instantly to the Hub, ensuring compliance.
• Data‑Driven Insights – The “Analytics Dashboard” provides sellers with trend data on category performance,helping optimize inventory.

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Recent Real‑World Example (Q3 2025)

A mid‑size electronics reseller reported a 30 % reduction in support tickets after migrating their FAQ links to Mercari Hub’s “Quick Answers” widget. By embedding the widget on their storefront page, buyers accessed step‑by‑step guidance on “How to Ship Internationally,” eliminating common shipping‑related disputes. The case study is published in the Hub’s “Seller Success Stories” section (accessed 2025‑11‑12).

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how to Access Legal Documents quickly

1. Visit hub.mercari.com/legal.
2. Select the required document from the dropdown menu (e.g., “Privacy Policy”).
3. Click “Download PDF” – the file includes a version date stamp (e.g., 2025‑02‑15).

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Frequently Asked Questions (FAQs)

Question	Short Answer
How do I change my password?	navigate to Account Settings → Security → Change Password; a verification code is sent to your registered email.
Can I sell on Mercari while using a business account?	Yes – business accounts must select “Business” during sign‑up and provide a tax ID; they are subject to the same seller policy.
What happens if a buyer files a claim after the 7‑day return window?	the claim is evaluated under the “Mercari Guarantee.” If the item is proven mis‑described,the buyer still receives a refund; or else,the seller retains payment.
Are there any fees for withdrawing funds?	Domestic ACH withdrawals are free; international wire transfers incur a $15 flat fee (updated Jan 2025).
Where can I find the latest updates to the Terms of Service?	the “Legal Library” section of Mercari Hub displays the current ToS with a change log at the bottom of the page.

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