From 3 to 5 minutes
How to provide the best shopping experience
Learn how to keep your listings’ shopping experience at 100 and how to provide the best service.

Each listing’s shopping experience is the way in which we measure your customer's satisfaction with the service you provide during and after buying, as well as the quality of what you sell. This way, the indicator will have a score between 0 to 100, where 100 means that your listing provides the best shopping experience.
How do we measure the shopping experience of your listing?
The shopping experience is calculated taking into consideration your sales from over the last 180 days and it’s defined by evaluating your performance, the complaints you receive and the sales you cancel, compared to your competitors. Therefore, it doesn’t depend only on the performance of your listing, but also on the comparison with other listings in the same category.

How can I improve the indicator?
The indicator improves over time and when you provide a good shopping experience in your new sales. This is due to the fact that the period considered for the calculation is updated daily and, as time goes by, the oldest sales are no longer part of the assessment and the new sales are incorporated.
Please note that complaints excluded from your reputation and no longer affecting it will still have an impact on your shopping experience indicator.
Keys to offering a good shopping experience
1. Avoid complaints and cancellations
We calculate the shopping experience considering the problems your listing presents which are related to the complaints filed by your buyers, regrets and/or cancellations. To avoid them:
- Make sure the product and its packaging are in good shape, work well and get delivered to the buyer exactly as shown in the listing
- Sell good-quality products and make sure that they are not about to expire
- List when you have stock to avoid cancellations because you do not have available products
- Organize your logistics: clarify which regions in the country you deliver to and how long it will take for the product to arrive
- Make sure you have good communication with your customers, answer clearly and fast whenever buyers ask you anything
- Comply with the delivery times promised in your listing
- Add instructions of use in the description so that no complaints are filed regarding how the product functions
2. Keep your listings updated
The information your buyers find in your listing can define the shopping experience they have. In fact, most complaints are started because the product received does not match the characteristics mentioned in the listing. That is why it is important to make sure that:
- What you offer in the listing is really what you will send
- The title, photo, product specification sheet, description and prices are consistent and clear. Each element in the listing is important to avoid complaints.
- Upload all the variations: size, color, model, etc. This way, the buyer will know what options there are before buying and you will avoid confusions.
3. Avoid your buyer from regretting and cancelling
There are certain problems that affect your shopping experience and are related to buyer regrets or cancellations. Although this comes from the buyer’s end, there are ways to prevent these types of problems from affecting your indicator. Check the key aspects of complaints due to regrets or cancellations.
4. Frequently analyze costs
Certain complaints are filed because buyers do not agree with the cost of the product or of the shipping. We recommend analyzing the prices periodically considering taxes and shipping costs, so that the price of your product is aligned with the economic context.
5. Review Mercado Libre’s policies
- There are certain products that cannot be sold on Mercado Libre. Please review our policies to avoid cancellations in some of your listings that infringe them.
- On Mercado Libre we also protect intellectual property, which is why we recommend avoiding counterfeit products, imitations, copies or replicas of products. Review how to list without infringing intellectual property.
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?