International Returns (Direct-to-Consumer)
Once the buyer opens a complaint to return a product, they will be able to start an Express return as long as you have a local return address set up in your Selling Preferences.
If you don't have a local return address and you cannot reach an agreement with the buyer, a representative from Mercado Libre will intervene and mediate in order to reach an agreement.
Keep in mind our Terms and Conditions prohibit any type of partial settlement of money. That said, you can only refund the total amount of the order. You can do it in the Order details.
If you are in the US, you can hand in an international shipping label to send the product back to you. Bear in mind this label has to be managed on your own during the mediation stage.
The return process
Once a buyer decides to return a product, a complaint will be opened. This is the communication channel to discuss the reason for the return and try to reach an agreement.
In the Orders section, you can review the orders with complaints and respond to your buyers. You'll also be notified if you have any open complaints in the Summary.
Mercado Libre has a built-in Spanish-English translator that will automatically translate your messages if needed.
Keep in mind our Terms and Conditions prohibit any type of partial settlement of money to resolve the complaint (such as offering discounts) or offensive comments.
During the complaint process, you'll be able to hand in the return the shipping label only if you have set up a local return address to accept the return:
Once the buyer dispatches the product, you can verify the status of the product's shipment from the Order detail.
In the Order detail, you can contact a representative who will evaluate the best resolution of the case. This process requires evidence from both parties.
If you are a US seller, the representative will ask if you prefer to provide an international shipping label at your expense, so that your product returns back to you. You will have to manage this label with an international carrier on your own, and send it to the representative within a maximum period of 48 hours.
Keep in mind…
It's important to respond to the complaints and messages as soon as you can in order to reach a resolution that does not affect your reputation.
Setting up a local return address in your account will allow you to offer Express returns in your listings. This will boost your sales and help you avoid unnecessary mediations that can affect your reputation.
Make sure you set up a local return address for each marketplace and logistic method to get your products back every time buyers initiate a return process.
If the return is finished and you need to contact Mercado Libre to open a complaint, go to the order details and click on I have another kind of problem.