Mercari Tests Showing Buyer Fees On Item Pages To Avoid Cart Abandonment At Checkout

Liz Morton
Liz Morton


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UPDATE 12-9-24

Mercari is finally backtracking on fee changes it made earlier this year, announcing new fee structure that splits fees between buyers and sellers will take effect January 6, 2025.

Mercari US Backtracks On Fee Changes, New Fee Structure Will Be Split Between Buyers & Sellers
Mercari backtracks on fee changes, announcing new fee structure that splits fees between buyers & sellers will take effect January 6, 2025.

Mercari US is tweaking the item page design to provide buyer fee transparency before checkout as major strategy shift fails to deliver hoped for short-term GMV results.

Since the marketplace dropped selling fees and instituted buying fees in March, consumers have experienced massive sticker shock at checkout with multiple additional fees tacked on, prompting unflattering comparisons to airline fees or worse yet - buying tickets from Ticketmaster!

After months of public complaints and lagging buying activity, Mercari appears to be trying something new by testing out showing an estimated fee breakdown on the item page for users who are logged in to their accounts.

Here's what the buyer experience with the new fee structure looked like in March:

Item Page

Add To Cart

Buy Now (highlighting added for illustration purposes)

And here's the new design being tested in both desktop and app experiences:

Currently the estimates only show when logged in with a Mercari account, suggesting the fees being shown to buyers may be dynamically customized based on various criteria that depends on account specific information.

The move comes as Mercari US leadership desperately tries to buy its way into a GMV and active users bump as the end of quarter is fast approaching and pressure to show this new fee strategy is working mounts with Mercari US CEO John Lagerling shared the news of a ~45% reduction in US staff internally via Slack messages earlier this month.

Mercari US Undertakes Mass Layoff Months After Major Fee Structure Shakeup
Mercari US has undertaken a significant mass layoff, eliminating 45% of staff months after major fee structure & business operations shake up.

Lagerling praised employes for "show[ing] up with talent, professionalism and grit during some tough times" but said"the business has not performed well amid macro headwinds and, admittedly, some strategic mistakes."

He went on to list some of those strategic mistakes, explaining that the company grew too quickly in the belief they would have continued growth from pandemic era highs that ultimately did not materialize and taking responsibility for not successfully navigating the post-pandemic landscape.

Lagerling also admitted what many have feared since March - the fee structure changes may have convinced sellers to list more items on the site, but have not had the hoped for impact on active buyers and GMV.

"More recently, changes to our fee structure have helped us increase listings, but have not yet delivered the short-term results that we had hoped for on the buyer / GMV side. To remain viable in the U.S. market and ultimately get back on track, we must cut costs and consolidate quickly."

Increased transparency and fee visibility is a good place to start, but honestly should have been built into the design from day one as a significant rise in abandoned carts was an entirely predictable outcome of springing extra fees on buyers during the checkout process - which should have been obvious to anyone with ecommerce UX and design or consumer behavioral analysis and businses strategy experience.

Will seeing the fees estimated upfront on the item page convince consumers to start buying again? Let us know what you think in the comments below!

MercariFees & Payments

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Liz Morton is a 17 year ecommerce pro turned indie investigative journalist providing ad-free deep dives on eBay, Amazon, Etsy & more, championing sellers & advocating for corporate accountability.

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None Such
Greater transparency is always good, but I don't think it will remove the sticker shock. The whole idea of charging buyer fees shows a fundamental misunderstanding by Mercari of its buyer base. Yes, some buyers will accept the fees: If the price of the item + the fees + shipping represents very good value and they really want the item. But the fees make that calculus a much tougher sell than it was before the new policy. Anyway, that's been my experience as a seller.

Recent Comments
Avatar Placeholderterry55Yesterday
Sales down 40% from last year, this is gonna be a small business killer
Avatar PlaceholderJaeLynn2 days ago
I've had this happen a few times, and it confused me. One seller alleged that they had to use Amazon's services to make sure I got my item in time. I recently bought something simple, and the seller made a mistake. They'd sent me 3 different messages, one of them too early, telling me they hoped my item arrived in perfect condition. The next day, the item was marked as shipped, and I got an official Ebay shipping email. The seller was using direct messages to give me item updates. If I wanted Amazon, I'd have used them myself! lol
Avatar Placeholderlessthanthreerecords3 days ago
Happening to me too. On my active listings page (with the full list) it looks fine, but when I click on them, many have the random characters. I reported it, and that's when one glitch led to another! As I was typing the message after clicking the "?", letters were repeatedly not coming up (usually one or two at the end of a word). I was finally able to get the message entered, but how tedious!