Mercari review: Mercari not honoring shipping policy - item id - m81009199692

I purchased an Apple Watch on 11/4 which was shipped on 11/6 (day of original scan and first scan by the carrier). It is lost in transit. The last scan was by UPS on 11/8 showing it arrived at the UPS facility in Illinois. The seller and I worked with UPS to put in a claim. An investigation was opened on 11/15. We have contacted Mercari customer service several times to get refunded and they keep telling us that we have to now wait until 12/24/23. I have many messages from Mercari stating that they will review the case on Dec. 6th. Both the seller and I reached out on Dec 6th and now are being told they won’t review the case until 12/24.

Mercari's shipping policy is:

Prepaid labels include up to $200 in Shipping Protection for standard, Media Mail and economy shipments. If your tracking stops receiving updates, we recommend reaching out to the shipping provider. If they can’t locate the package and there hasn’t been a tracking update for 15 or more days from the last scan and 30 or more days following the acceptance scan by the carrier (first scan by the carrier after receipt/pickup of the package), you can request a refund from the Order Status page.