Working with claims

Receive a notification

In My applications, edit your application and activate the marketplace claims topic in our feed to inform you whenever a claim has been initiated or receive any interaction. Learn more about claim notifications.

Claims search

Request:

curl -X GET -H 'Authorization: Bearer $ACCESS_TOKEN' https://api.mercadolibre.com/marketplace/claims/search?stage=dispute

Response:

{
    "paging": {
        "offset": 0,
        "limit": 30,
        "total": 170
    },
    "data": [
        {
            "id": 2342342432,
            "type": "mediations",
            "stage": "dispute",
            "status": "closed",
            "parent_id": null,
            "client_id": null,
            "resource_id": 234342342,
            "resource": "order",
            "reason_id": "PDD316",
            "quantity_type": "total"
            "players": [
                {
                    "role": "complainant",
                    "type": "buyer",
                    "user_id": 44234343,
                    "available_actions": [
                        {
                            "action": "recontact",
                            "due_date": "2018-09-29T07:37:16.656-04:00",
                            "mandatory": null
                        }
                    ]
                },
                {
                    "role": "respondent",
                    "type": "seller",
                    "user_id": 2343424,
                    "available_actions": [
                        {
                            "action": "recontact",
                            "due_date": "2018-09-29T07:37:16.656-04:00",
                            "mandatory": null
                        }
                    ]
                },
                {
                    "role": "mediator",
                    "type": "internal",
                    "user_id": 432434324,
                    "available_actions": []
                }
            ],
            "resolution": {
                "reason": "payment_refunded",
                "date_created": "2018-08-30T07:37:16.656-04:00",
                "benefited": [
                    "complainant"
                ],
                "closed_by": "mediator"
            },
            "labels": [],
            "site_id": "MLM",
            "date_created": "2018-08-25T15:57:55.588-04:00",
            "last_updated": "2018-08-30T07:37:16.839-04:00"
        } 
]}

Filter claims

The parameters available for filters are: user_id (required), id, type, stage, status, resource_id, resource, reason_id, site_id, players.role, players.user_id, order_id, payment_id, parent_id, date_created, last_updated.
For example, if you want to filter by stage and status:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/search?USER_ID=123456&stage=dispute&status=opened

Sort claims

To sort the results just add the sort parameter with the respective field that you want and if the order must be ascending or decreasing (&sort=:asc|desc). For example, to sort by update date:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/search?USER_ID=123456&STAGE=dispute&STATUS=opened&SORT=last_updated:asc

Response fields

The response to a resource /marketplace/claims GET results in the following parameters:

• id: Claim ID
• type: Type of claim. It may take one of the following values:
• mediations: Claim between buyer and seller
• cancel_purchase: Purchase cancelled by buyer
• returns: Product return. In this case, there are no messages.
• cancel_sale: Cancellation of purchase by the seller.
  The status always would be "closed".
  The stage always would be "none".
  The complainant role will always be the type seller, collector or sender depending on the resource.
  

• change: product exchanges. Indicates that a product exchange will be made.
• stage: Claim stage. It may take one of the following values:
• claim: Claim stage involving both buyer and seller
• dispute: Mediation stage involving a representative of Mercado Libre.
• recontact: Stage in which one of the parties contacts the other after the claim/dispute is settled.
• none: Not applicable.

• status: Claim status. It may take two values: opened and closed.
• parent_id: ID of a parent claim
• resource: Identifier of the resource on which the claim is created. It may be:
• payment.
• order.
• shipment.
• purchase

• resource_id: ID of the resource on which the claim is created, depending on the above parameter.
• players: List of players involved in the claim with their relevant actions and available times.
• role: Role within the claim. It may be:
  complainant: person who starts the claim.
  respondent: person the claim is filed against.
  mediator: Person who intervenes to help solve the problem
• type: Role filled by the person regarding the claimed transaction.
  
  It may vary according to the resource.
  • Payment: buyer or collector
  • Order: buyer or seller
  • Shipment: receptor o remitente
• user_id: Type ID of the above parameter. For seller you must use marketplace user.
• available_actions: List of actions that the involved parties may take action:
• action: possible actions to be performed. For the seller they will be:

send_message_to_complainant: send message to the buyer (with or without attachments).
send_message_to_mediator: send message to the mediator (with or without attachments).
recontact: reopen an already closed claim, through an interaction like a message.
refund: return the money purchased. It must be done by the front of Mercado Libre or Mercado Pago.
open_dispute: start a mediation.
send_potential_shipping: send a post promise, a date.
add_shipping_evidence: post an evidence that the product was sent.
send_attachments: send message with attachments.
send_tracking_number: send the tracking number.

• due_date: time limit to perform the action.
  
• mandatory: this field in true indicates that the action is mandatory and must be performed within the reported time.
• resolution: Form of claim resolution.
• labels: Claim labels, e.g., a label that shows whether the claim affects reputation or not.
• site_id: ID of the site on which the claim is conducted.
• date_created: Claim creation date.
• last_updated: Time when the claim was last updated.

The response to a resource /marketplace/claims message GET results in a list with the following parameters:

• sender_role: Player who sent the message
• receiver_role: Player who will receive the message
• attachments: List of message attachments
• filename: Named hashed attached file
• original_filename: Actual name of the attachment
• size: File size in Bytes
• type: File type
• date_created: Date when the attachment was uploaded
• stage: Stage in which the message was sent.
• date_created: Date when the message was sent.
• date_read: This value will be null until a new resource version is available.
• message: Message text.



Step by step

See message details

Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/1046377908

Response:

{
    "id": 1046377908,
    "type": "mediations",
    "stage": "claim",
    "status": "opened",
    "parent_id": null,
    "client_id": null,
    "resource_id": 2350389892,
    "resource": "order",
    "reason_id": "PDD5072",
    "fulfilled": true,
    "quantity_type": "total"
    "players": [
        {
            "role": "complainant",
            "type": "buyer",
            "user_id": 441782523,
            "available_actions": [
                {
                    "action": "keep_waiting",
                    "due_date": null,
                    "mandatory": false
                },
                {
                    "action": "close_claim",
                    "due_date": null,
                    "mandatory": false
                },
                {
                    "action": "send_message_to_respondent",
                    "due_date": "2020-03-20T01:58:59.000-04:00",
                    "mandatory": true
                },
                {
                    "action": "open_dispute",
                    "due_date": null,
                    "mandatory": false
                }
            ]
        },
        {
            "role": "respondent",
            "type": "seller",
            "user_id": 471828584,
            "available_actions": [
                {
                    "action": "send_message_to_complainant",
                    "due_date": null,
                    "mandatory": false
                },
                {
                    "action": "open_dispute",
                    "due_date": null,
                    "mandatory": false
                }
            ]
        }
    ],
    "resolution": null,
    "labels": [
        {
            "name": "reason_flow",
            "value": "mediations_delivered",
            "comments": "[reasonId: PDD5072]",
            "admin_id": "internal",
            "date_created": "2020-03-09T10:02:05.000-04:00"
        },
        {
            "name": "global_seller",
            "value": "true",
            "comments": "CBT claim",
            "admin_id": "middleend",
            "date_created": "2020-03-09T10:02:05.000-04:00"
        },
        {
            "name": "typification",
            "value": "damaged_product",
            "comments": "[reasonId: PDD5071]",
            "admin_id": "workers-services",
            "date_created": "2020-03-09T10:02:06.000-04:00"
        }
    ],
    "site_id": "MLM",
    "date_created": "2020-03-09T10:02:04.650-04:00",
    "last_updated": "2020-03-12T10:41:40.223-04:00"
}




Get all the messages of a claim

Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/messages"

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/950463475/messages

Response:

[
    {
        "sender_role": "respondent",
        "receiver_role": "complainant",
        "attachments": [
            {
                "filename": "fa8d559e-b6c9-4a9d-9824-aba4607bd869_271959653.jpg",
                "original_filename": "camiseta promocional 6555 rosa.jpg",
                "size": 5434,
                "type": "image/jpeg",
                "date_created": "2018-03-08T16:59:25.936-0400"
            }
        ],
        "stage": "claim",
        "date_created": "2018-03-08T16:59:25.936-0400",
        "message": "Este es un mensaje de test del respondant al complainant",
    },
    {
        "sender_role": "complainant",
        "receiver_role": "respondent",
        "attachments": [],
        "stage": "claim",
        "date_created": "2018-03-08T10:40:02.602-0400",
        "message": "Test pdd ",
    }
]




Answer, and attach files to messages

Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST "https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/attachments" -F file=$FILE_PATH

Notes:
- The POST should be made as form.data with file = file location.
- The file needs to have a maximum 5 MB size.
- You can exchange pictures, instruction manuals, invoices, and any other attachments of up to 5 MB in JPG, PNG, PDF and TXT format.

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST https://api.mercadolibre.com/marketplace/claims/950463475/attachments -H 'content-type: multipart/form-data;  -F 'file=@/Users/user/Desktop/file.jpg'

Response:

{
    "user_id": 271959653,
    "filename": "fa8d559e-b6c9-4a9d-9824-aba4607bd869_271959653.jpg"
}




Message post with the above attachment

Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/messages

Note:
The attachment list will display all the attachments retrieved in the previous POST and associated to the message, separated by comma.

Example:

curl -X POST -H 'Authorization: Bearer $ACCESS_TOKEN' -H 'Content-Type: application/json' https://api.mercadolibre.com/marketplace/claims/950463475/messages -d
{ \
  "text": "Este es un mensaje de test del respondent al complainant", \
  "text_translated": "Este es un mensaje de reclamo", \
  "attachments":  [ \
        "e3bd8b8e-ad4c-4700-94a7-d0714a703830_471828584.png" \
    ] \
}'

Response:

{"id":1817133310}


Send messages without attachments
Request:

curl -X POST -H 'Authorization: Bearer $ACCESS_TOKEN' https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/messages

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST “https://api.mercadolibre.com/marketplace/claims/950463475/messages” -H 'Content-Type: application/json'  \
 -d '{ \
  "text": "Este es un mensaje de test del respondent al complainant", \
}'

Response:

{"id":1817133310}




Download the file

Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/attachments/$ATTACH_ID/download

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/1022718940/attachments/0f2d81a2-c489-435e-96af-59688ad3d8f4_305860144.jpeg/download

Response: the attachtments picture.

Get file information 
Request:

curl -X GET -H 'Authorization: Bearer $ACCESS_TOKEN' https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/attachments/$ATTACH_ID

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/1022718940/attachments/0f2d81a2-c489-435e-96af-59688ad3d8f4_305860144.jpeg

Response:

{
    "filename": "0f2d81a2-c489-435e-96af-59688ad3d8f4_305860144.jpeg",
    "original_filename": "casa.jpeg",
    "size": 10080,
    "date_created": "2018-07-30T12:25:18.133-04:00",
    "type": "image/jpeg"
}




Request mediation

Response:

curl -X GET -H 'Authorization: Bearer $ACCESS_TOKEN' https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID

Example:

curl -X PUT -H 'Authorization: Bearer $ACCESS_TOKEN' -H 'Content-Type: application/json' https://api.mercadolibre.com/marketplace/claims/950463475  -d 

{
"stage":"dispute"
}

Response:

{
    "id": 950463475,
    "type": "mediations",
    "stage": "dispute",
    "status": "opened",
    "parent_id": null,
    "client_id": null,
    "resource_id": 1656273684,
    "resource": "order",
    "reason_id": "PDD-0",
    "players": [
        {
            "role": "complainant",
            "type": "buyer",
            "id": 271942703,
            "available_actions": []
        }
    ],
    "resolution": null,
    "coverages": [],
    "labels": [
        {
            "name": null,
            "value": null,
            "comments": null,
            "admin_id": null,
            "date_created": "2018-03-08T10:40:02.390-0400"
        },
        {
            "name": null,
            "value": null,
            "comments": null,
            "admin_id": null,
            "date_created": "2018-03-08T10:40:02.390-0400"
        }
    ],
    "site_id": "MLA",
    "date_created": "2018-03-08T10:40:02.390-0400",
    "last_updated": "2018-03-12T09:17:56.844-0400"
}

Once mediation has begun, messages cannot be sent to the buyer. All communication will be made by Mercado Libre. For this, it is necessary to change the receiver_role to mediator.

Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/messages

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST https://api.mercadolibre.com/marketplace/claims/1036274835/messages  -H 'Content-Type: application/json' -d 
'{
    "text": "Test answer",
    "receiver_role": "mediator",
    "attachments": [
        "f6ca50c9-7c72-45e3-b611-c8c30bb52dae.png"
]}'

Response:

{"id": 1914089028}




See participants expected resolutions

Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/expected_resolutions?

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/950463475/expected_resolutions

Response:

[
    {
        "player_role": "complainant",
        "user_id": 271942703,
        "expected_resolution": "return",
        "date_created": "2018-03-08T11:40:02.489-0300",
        "last_updated": "2018-03-08T11:40:02.489-0300",
        "status": "pending"
    }
]

Parameters description

• player_role: claim player role
• user_id: claim player ID
• expected_resolution: claim resolution loaded by the player specified in the above parameter. Possible values are:
   - refund: the player expects a money refund
   - product: the player expects to receive the product
   - change_product: the player expects to change the product
   - return_product: the player expects to have the product returned with the subsequent money refund
• date_created: expected resolution creation date
• date_created: time when the expected resolution was last updated
• status: expected resolution status. It may take one of the following values:
   - pending: the player loaded the expected resolution, but its counterparty has not accepted it yet
   - accepted: the resolution loaded by the player was accepted by its counterparty or, otherwise, by Mercado Libre's mediator
   - rejected: the resolution loaded by the player was rejected by its counterparty or, otherwise, a new resolution alternative was loaded
Notes:
Regardless of the resolutions loaded by the parties involved, in certain cases the final resolution is defined by a representative of Mercado Libre, if the parties fail to come to an agreement. Today, accepting the refund option does not return the money. It is necessary to return to Global Selling

Accept the player's resolution

Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X PUT https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/expected_resolutions"

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X PUT https://api.mercadolibre.com/marketplace/claims/950463475/expected_resolutions d '{"status":"accepted"}'

Response:

[
    {
        "player_role": "complainant",
        "user_id": 271942703,
        "expected_resolution": "change_product",
        "date_created": "2018-03-08T11:40:02.489-0300",
        "last_updated": "2018-03-08T11:40:02.489-0300",
        "status": "accepted"
    }
]

Notes:
- In the event the respondent accepts the complainant's resolution.
- If applicable, Mercado Libre will give the buyer a label to return the product.
- The resolution to be accepted is always depending on the counterparty's decision.

Load a new resolution

Request:

POST "https://api.mercadolibre.com/marketplace/claims/{claim_id}/expected_resolutions"

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST "https://api.mercadolibre.com/marketplace/claims/950463475/expected_resolutions" d '{"expected_resolution":"return_product"}'

Response:

[
    {
        "player_role": "complainant",
        "user_id": 271942703,
        "expected_resolution": "change_product",
        "date_created": "2018-03-07T11:40:02.489-0300",
        "last_updated": "2018-03-08T11:40:02.489-0300",
        "status": "rejected"
    },
{
        "player_role": "respondent",
        "user_id": 271944560,
        "expected_resolution": "return_product",
        "date_created": "2018-03-08T11:40:02.489-0300",
        "last_updated": "2018-03-08T11:40:02.489-0300",
        "status": "accepted"
    }
]

Note:
In the example, the seller rejects the buyer's requested change of product, but accepts the product return and, alternatively, grants a money refund to the buyer.

Or type of claim directly interfere with the solutions that may be proposed. There are claims of type PNR (I paid and don´t receive) and PDD (defective product). To identify or type of claim, check the three first letters of the reason_id field. For example, there is no information field for "PNR3430", it is a claim to PNR type.

In this way, for the claims of the PNR type, we have the following resolutions:

- refund - Return of money,

- product - Shipping the product.

If by consulting the expected resolution and you are as a product, the seller can accept this solution or propose refund. However, if the expected solution is refund, the seller must accept the solution or negotiate via message with the buyer.

To accept or to offer the option of a refund will not return the payment. Nowadays, through API claims,  it’s still not possible to carry out this action.




Get claim evidence

Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/evidences

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET “https://api.mercadolibre.com/marketplace/claims/949903015/evidences”  

Note:
At present, there is only the shipping evidence load by the seller.

Response:

[
    {
        "attachments": [],
        "type": "shipping_evidence",
        "date_shipped": "2018-03-07T05:00:00Z",
        "date_delivered": null,
        "destination_agency": null,
        "receiver_email": null,
        "receiver_id": null,
        "receiver_name": null,
        "shipping_company_name": "servientrega",
        "shipping_method": "mail",
        "tracking_number": "132456787"
    }
]

Load shipping evidence

Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/evidences

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST https://api.mercadolibre.com/marketplace/claims/949903015/evidences -d '{"attachments": [],"type": "shipping_evidence", "date_shipped": "2018-03-07T05:00:01.858-03:00", "shipping_company_name": "servientrega", "shipping_method": "mail" }'  

Response:

[
    {
        "attachments": [],
        "type": "shipping_evidence",
        "date_shipped": "2018-03-07T05:00:00Z",
        "date_delivered": null,
        "destination_agency": null,
        "receiver_email": null,
        "receiver_id": null,
        "receiver_name": null,
        "shipping_company_name": "servientrega",
        "shipping_method": "mail",
        "tracking_number": "132456787"
    }
]

Uploading proof of shipping

When the buyer opens a claim to receive the product or to have a solution on this matter, and the seller has already shipped the product and holds proof of shipping, they should use the following resource.

 

Resource fields:

type: is the kind of proof. The expected values for this field are:
shipping_evidence when the seller already has proof of shipment or handling_shipping_evidence which should be used when there is a forecast of listings.
shipping_method: refers to how the product was shipped, by mail, parcel (through a courier service), personal delivery (through a person) or by email.
shipping_company_name: you should enter the name of the courier service;
tracking_number: enter the tracking number.
date_shipped: date of shipping.
date_delivered: date of delivery.
destination_agency: name of the destination agency.
receiver_name: name of the receiver.
receiver_id: id of the person who received the product.
attachments: attachment files. 
receiver_email: e-mail address of the receiver of the digital order. 
handling_date: date of publication. 

Notes:
All dates must be entered using the following format:
- Long format: yyyy-MM-dd’T’HH: mm: ss.SSSZ. Example: 2019-08-06T14: 00: 00.000-0400;
- Short format: yyyy-MM-dd. Example: 2019-08-06 
>Every shipping type has mandatory fields, follow them accordingly.



Delivery by mail

Required fields: "shipping_company_name", "date_shipped" 
Optionals fields: "tracking_number", "attachments"
Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/evidences

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST “https://api.mercadolibre.com/marketplace/claims/949903015/evidences” -d '{"type": "shipping_evidence",  "shipping_method": "mail" ,  "shipping_company_name": "Correios",  "tracking_number": "XX123456789XX", "date_shipped": "2018-03-07T05:00:01.858-03:00",  "attachments": ["38f4e399-0f18-41e4-8f48-91aecd2dee1a_419059118.png"] }' 

Response:

[
    {
        "attachments": [
            {
                "filename": "38f4e399-0f18-41e4-8f48-91aecd2dee1a_419059118.png",
                "original_filename": "Captura de Tela 2019-07-30 a?s 09.45.40.png",
                "size": 63337,
                "date_created": "2019-08-21T09:33:02.325-04:00",
                "type": "image/png"
            }
        ],
        "date_shipped": "2018-03-07T04:00:01.858-04:00",
        "date_delivered": null,
        "destination_agency": null,
        "receiver_email": null,
        "receiver_id": null,
        "receiver_name": null,
        "shipping_company_name": "Correios",
        "shipping_method": "mail",
        "tracking_number": "XX123456789XX",
        "type": "shipping_evidence"
    }
]

 

Delivery by courier service

Required fields: "shipping_company_name", "destination_agency", "date_shipped", "receiver_name"
Optionals fields: "receiver_id", "tracking_number", "date_delivered", "receiver_email", "attachments"
Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/evidences

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST https://api.mercadolibre.com/marketplace/claims/949903016/evidences -d '{"type": "shipping_evidence",  "shipping_method": "entrusted" , "shipping_company_name": "Total", "destination_agency": "Agencia", "date_shipped": "2018-08-17T05:00:01.858-03:00", "receiver_name": "Jose da Silva", "receiver_id": "12345678", "tracking_number": "XX123456789XX", "attachments": [] }'

Response:

[
    {
        "attachments": [],
        "date_shipped": "2018-08-17T04:00:01.858-04:00",
        "date_delivered": null,
        "destination_agency": "Agencia",
        "receiver_email": null,
        "receiver_id": 12345678,
        "receiver_name": "Jose da Silva",
        "shipping_company_name": "Total",
        "shipping_method": "mail",
        "tracking_number": "XX123456789XX",
        "type": "shipping_evidence"
    }
]

 

Delivery by hand

Required fields: "date_delivered" 
Optionals fields: "attachments"
Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/evidences

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X POST https://api.mercadolibre.com/marketplace/claims/949903017/evidences -d '{"type": "shipping_evidence",  "shipping_method": "personal_delivery" , "date_delivered": "2018-03-07T05:00:01.858-03:00", "attachments": [] }' 

Response:

[
    {
        "attachments": [
            {
                "filename": "38f4e399-0f18-41e4-8f48-91aecd2dee1a_419059118.png",
                "original_filename": "Captura de Tela 2019-07-30 a?s 09.45.40.png",
                "size": 63337,
                "date_created": "2019-08-21T09:39:06.316-04:00",
                "type": "image/png"
            }
        ],
        "date_shipped": null,
        "date_delivered": "2018-03-07T04:00:01.858-04:00",
        "destination_agency": null,
        "receiver_email": null,
        "receiver_id": null,
        "receiver_name": null,
        "shipping_company_name": null,
        "shipping_method": "personal_delivery",
        "tracking_number": null,
        "type": "shipping_evidence"
    }
]

 

Delivery by email

Required fields: receiver_email", "date_shipped
Optionals fields: "attachments".
Request:

curl -X POST -H 'Authorization: Bearer $ACCESS_TOKEN' https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/evidences

Example:

curl -X POST  -H 'Authorization: Bearer $ACCESS_TOKEN' https://api.mercadolibre.com/marketplace/claims/949903018/evidences -d 
{
    "type": "shipping_evidence",
    "shipping_method": "email",
    "receiver_email": "teste@teste.com.br",
    "date_shipped": "2018-03-07T05:00:01.858-03:00",
    "attachments": []
}

Response:

[
    {
        "attachments": [
            {
                "filename": "38f4e399-0f18-41e4-8f48-91aecd2dee1a_419059118.png",
                "original_filename": "Captura de Tela 2019-07-30 a?s 09.45.40.png",
                "size": 63337,
                "date_created": "2019-08-21T09:44:43.908-04:00",
                "type": "image/png"
            }
        ],
        "date_shipped": "2018-03-07T04:00:01.858-04:00",
        "date_delivered": null,
        "destination_agency": null,
        "receiver_email": "teste@teste.com.br",
        "receiver_id": null,
        "receiver_name": null,
        "shipping_company_name": null,
        "shipping_method": "email",
        "tracking_number": null,
        "type": "shipping_evidence"
    }
] 

There are cases in which the products haven’t been published yet, but the seller has the intention to publish and they already have a scheduled date to do so. Then, this resource can be used:

Request:

curl -X POST -H 'Authorization: Bearer $ACCESS_TOKEN' https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/evidences

Example:

curl  -X POST -H 'Authorization: Bearer $ACCESS_TOKEN'https://api.mercadolibre.com/marketplace/claims/949903019/evidences -d
{
    "type": "handling_shipping_evidence",
    "handling_date": "2019-08-23"
}

Response:

[
    {
        "handling_date": "2019-08-23T22:59:59.000-04:00",
        "type": "handling_shipping_evidence"
    }
]

Note:
When the stage of the claim over a product is in discussion/mediation, the seller won’t be able to send proof of shipping. Once any type of proof is sent, it can’t be changed. To this end, we recommend that you complete as much information as possible.


Status history and claim scenario
Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/$CLAIM_ID/status_history

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/claims/950463475/status_history

Response:

[
    {
        "stage": "dispute",
        "status": "closed",
        "date": "2018-03-12T10:33:01.858-03:00",
        "change_by": "mediator"
    },
    {
        "stage": "dispute",
        "status": "opened",
        "date": "2018-03-12T10:17:56.844-03:00",
        "change_by": "respondent"
    },
    {
        "stage": "claim",
        "status": "opened",
        "date": "2018-03-08T11:40:02.390-03:00",
        "change_by": "complainant"
    }
]

Parameters description

action_id: ID of action taken.
action_name: action taken.
role: player who took the action.
claim_stage: stage in which the action was taken.
claim_status: status of the stage in which the action was taken.
date_created: date on which the action was taken.




Get details of the reason why the claim was filed

Request:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/reasons/$REASON_ID/children

Example:

curl -H 'Authorization: Bearer $ACCESS_TOKEN' -X GET https://api.mercadolibre.com/marketplace/reasons/PDD2/children

Response:

{
   "path_from_root": {
       "id": "PDD2",
       "name": "damaged_item",
       "detail": "Package arrived damaged and affected product",
       "flow": "mediations",
       "position": 1000,
       "site_id": "MLA",
       "parent_id": "PDD1",
       "status": "active",
       "categories": [],
       "expected_resolutions": [
           "product",
           "refund",
           "other"
       ],
       "date_created": "2018-03-14T19:22:11Z",
       "last_updated": "2018-11-15T18:26:04Z"
   },
   "children_reasons": []
}