In Mercado Libre, store reputation is a key factor in determining buyers’ ordering tendency and platform priority. Handling time, complaint rate, and order cancellation rate are the three main indicators, and complaint handling is a headache for sellers. This article will deeply analyze the rules of complaint handling and cancellation on the Mercado Libre platform to provide sellers with effective reputation protection strategies.
1. Mercado Libre store reputation calculation indicators.
Handling Time: It measures the business capabilities and product strength of sellers and is one of the reputation indicators that sellers can control.
Complaint rate (Sales with Claims): It reflects whether the seller can effectively handle the buyer’s complaints in the transaction, which is related to the positive image of the store’s reputation.
Order cancellation rate (Sales with Cancellations): It reflects whether the seller can stably fulfill orders and reduce unnecessary order cancellations.
2. Complaint handling and cancellation rules.
Effective handling of complaints: After receiving a complaint, the first task is to effectively handle and end the complaint. Solving the problems encountered by customers when purchasing is the basis for success.
Application for withdrawal of complaint: If you believe that the complaint is not the seller’s fault, you can apply to the platform to withdraw the complaint according to the applicable withdrawal rules.
3. Rules for withdrawing complaints.
Circumstances where you can apply for withdrawal:
The complaint is not related to other unresolved complaints and the complaint has been closed.
The complaint is invalid and the seller believes that it is not his fault.
Circumstances where you cannot apply for withdrawal:
Other unresolved complaints exist.
The product is defective or different from what is displayed.
The buyer received fewer products or parts than shown on the product details page.
The buyer complained that the seller did not ship the product in time or that the delivery time was too late due to out of stock.
The complaint is about selling fake products.
The seller did not reply to the buyer’s message within the specified time.
The complaint exists outside the reputation evaluation period.
Conclusion:
Improving store reputation is a compulsory course for every seller, and effectively handling complaints and flexibly applying complaint withdrawal rules are important parts of it. In Meikeduo, the platform has clarified a series of situations to prevent sellers from being affected by improper complaints. Understanding and skillfully applying complaint handling and withdrawal rules will help sellers provide a better customer experience, improve the store’s reputation on the platform, and obtain more business opportunities.