Buyers in Mercado Libre are entitled to make a complaint in case they consider something went wrong with a purchase. As a seller, you should address these complaints and close them to maintain a good reputation.
Bear in mind that not every complaint you receive has an impact on your reputation. If you received a complaint that affects your reputation and you consider it should be double checked by us, you can request a reputation exclusion review.
Keep in mind all complaints must be closed before requesting an exclusion review.
When NOT to request an exclusion
» When the complaint is open.
» The product is defective or different from the listed one.
» The buyer claims the product is fake. Remember to be explicit about what you are selling.
» The buyer received less products or with fewer parts than advertised.
» The complaint is not related with the seller or the product but with Mercado Libre.
» The buyer didn’t receive the product because it wasn’t shipped, shipped out of time or out of stock.
» The seller did not reply to the buyer’s messages within the established timeframe (36 business hours for Global Selling users).
When to request an exclusion
» The buyer initiated the complaint by mistake.
» The buyer does not recognize the purchase.
» The buyer claims to have not received the product even though it appears as delivered.
» The buyer regrets the purchase even though the product is in perfect condition.
» The buyer used the complaint as a means of contact.
» The buyer initiates a complaint for delays in the mail or problems with Mercado Envíos, however, the dispatch time is within the established period (applicable to all shipping methods).
» The complaint is associated with a problem that’s affecting Mercado Libre’s platform globally.
» The complaint was initiated by competition or revenge.
» It is still within the established period to reply the message (8 working hours from the first contact of the buyer).
» The buyer wants to change the product (such as auto parts, clothing, bags or shoes) for another size or style.
» In case of an unauthorized access to the account, fraudulent transactions, or an incorrect suspension by Mercado Libre.
Have in mind…
» The only enabled channel to process your complaint review is the help widget, located at the right side of your orders (dotted menu > I need help).
» There is no need to request a review if the complaint does not correspond to the period of time when we measured your reputation.