Useful information about complaints and your Reputation
We calculate reputation based on the experience you offer to your buyers.
Orders with complaints should not be more than 2% of your total sales for Mexico, 3% for Brazil and 4% for Chile.
Your reputation is not affected when an order is canceled because the buyer decides not to go on with their purchase, but there are other cases where complaints will affect your reputation. To learn what to do in each case, you can see our tips to help avoid complaints by buyers.
If you have any unfair complaints about your product, you can request a special exclusion from the sales section. We recommend that you read the complaint exclusion rules before requesting one.
Here is a summary of some cases in which you will not be able to request a complaint exclusion:
- If the complaint is open or linked to an open mediation.
- The product is defective.
- The product is different.
- The buyer received less products than he bought.
- The buyer is guided not to open a complaint with any negative context regarding Mercado Libre.
- The order was not sent in a long time and was automatically canceled by Mercado Libre.
Remember that, if the complaint does not correspond to the period when your reputation was measured, you will not be impacted.
How would you like to proceed?