Mercado Livre announces new guidelines for evaluating store reputation

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Mercado Livre announces changes in the way it measures the “reputation” of retailers
Mercado Livre announced new guidelines for evaluating the reputation of its stores.

In this blog post, we will explore the measures that came into effect in March 2023. We will also see how the platform seeks to ensure a safe and reliable shopping experience for its users.

What is reputation?
In principle, reputation is a way of measuring , through colors , the germany whatsapp database provided by the seller to buyers.

Image of Mercado Livre's color scale, measuring consumer experience
Source: Mercado Livre
It is essential, as it speaks to the quality of each store owner as a seller, functioning as a kind of “business card” for potential buyers.

The key point is that: the better your reputation , the more chance your ads will be published.

Summary
How does reputation calculation work?
What are the Reputation indicators?
What will be the new targets for reputation indicators?
How to be a “MarketLeader”?
New rules on Complaint/Warning
After all, how can you generate incredible after-sales service and avoid a poor reputation?
1- Questions and answers
2- Messaging
3-Complaints
4- Mediation
How to avoid cancellations?
Tips on how to avoid postage delays
Access the complete file of the new rules for Reputation:
How does reputation calculation work?
According to the document released, MELI considers the total sales made in the last 60 days.

However, if the retailer has had less than 60 sales, they will look at their sales history for the last 365 days.

And be careful: the reputation is updated daily, the color changes according to sales and metrics.

What are the Reputation indicators?
Therefore, the variables used to calculate reputation are:

Complaints
Shipping time
Cancellations
Mediations
What will be the new targets for reputation indicators?
Below, we will see the new percentages for each reputation color:


How to be a “MarketLeader”?
In addition, the company also showed what percentage it takes to be part of what they call: “MercadoLíderes”. These are the retailers that stand out for the excellent experience they offer their buyers and also for the number of sales they make on the platform.

Therefore, the new targets are:

Complaint: from 3% to 1%
Delay : 15% to 6%
Cancellations : 2% to 0.5%
Mediations: 1% to 0.5%
To understand the billing rules and general requirements , access the full file at the end of the text.

New rules on Complaint/Warning
Currently, according to Mercado Livre , when a buyer requests a cancellation through a complaint, the deadline given is 48 hours , aiming to speed up the complaints resolution process.

All this so that the seller can make the refund (without impacting reputation). If this is not done, Mercado Livre will automatically return the payment (with impact on reputation).

IMPORTANT: If the product has already been sent, it is necessary to request mediation in the complaint so that the specialized team can intervene.

Here are some other tips:

The posting period that ME1 considers is the one that the store sends to the buyer at the time of purchase.
However, if this is not informed, the 48-hour period will be considered for all ME1 sales.
If the buyer files a complaint within the timeframe stated in the messages, questioning the delivery time, the buyer can reassure the buyer in the complaint. Once the complaint is closed, the store owner can open a call for the customer service team to check the possibility of deletion, since it was within the posting timeframe.
To access the new Reputation screens , read the file at the end of the text.

After all, how can you generate incredible after-sales service and avoid a poor reputation?
This question is crucial for retailers to understand how to maximize their opportunities and provide the most exceptional shopping experience possible.