Less than 2 minutes
When to request a reputation exclusion review
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 (72 business hours for Global Selling users).
» The order was not sent in a long time and was automatically canceled by Mercado Libre.
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.
Please log in to check our recommendations of exclusive content
Please log in to check our recommendations of exclusive content
What did you think about this content?