GET TO KNOW THE LARGEST E-COMMERCE ECOSYSTEM IN LATIN AMERICA
Sell your products in Brazil, Mexico, Argentina and Colombia
Know the potential of MERCADO LIVRE
Frequently Asked Questions
ABOUT MERCADO LIVRE
What is MercadoLibre?
MercadoLibre(NASDAQ: MELI) is the largest e-commerce ecosystem in Latin America. We offer a wide range of services to our sellers and buyers throughout the region including marketplace, payments, advertising, and e-building solutions. We operate in 19 countries including Argentina, Brazil, Chile, Colombia, Mexico, Peru, Uruguay and Venezuela. MercadoLibre is the 7th most visited retail site in the world.
What is the MercadoLibre Cross-Border Trade Program?
The MercadoLibre Cross-Border Trade Program (aka MercadoLibre CBT) aims to help international merchants to sell throughout Latin America.
What countries are enabled for MercadoLibre CBT?
Currently cross-border trade (CBT) is enabled in Brazil, Mexico, Argentina and Colombia. In the coming months, we will be enabling other countries. Our goal is to enable CBT in most of the 19 countries where MercadoLibre operates.
Mercado Livre Has an FTP location where I can get files?
No, FTP is not available at this time.
Are there any requirements for selling on MercadoLibre?
No. Any international seller can register to sell on MercadoLibre through the MercadoLibre CBT platform. However, we do place certain limits on new accounts, and our current tools and systems are geared toward higher-volume sellers as opposed to individuals.
What countries do you support? Can I become a seller if I am selling from China or Germany?
Yes. The program is open to sellers worldwide.
Do I need to create accounts in every MercadoLibre country such as Brazil, Mexico, Argentina, and Colombia?
No. When you register as a CBT seller, our system will automatically create multiple local accounts for each country on your behalf and link these accounts.
What is the display name?
How do I load my products in MercadoLibre?
What products sell well in MercadoLibre?
MercadoLibre is a broad e-commerce site, and our coverage spans across multiple categories. Top categories are Electronics and Accessories, Cell Phones, Fashion, Home and Garden, Car Accessories, and Sporting Goods. Our experience also shows us that lower Average Selling Price (ASP) items (less than USD$50) and lighter items (less than 2lb) convert faster and can help new sellers build their reputation.
Can I provide my content in English?
Yes, you can provide your content in English. We will automatically translate your title and description to Spanish and Portuguese. Keep in mind that the automatic translation is not perfect and will not be optimized for search. We strongly recommend sellers who can translate their content to do so in order to help sales conversion.
Your sales will be dramatically higher if you offer content based on Latin American culture, and Marketplace Brazil is a company originally from Brazil.
Does the Mercado Livre support US size?
Yes, you will list using US sizes.
How do sizes work?
US sizes are mapped to local sizes. Local sizes vary by country. For example, shoe sizes in Brazil are different from shoe sizes in Mexico, which are different from the ones used in Colombia. When you list a shoe using a US shoe size, the Mercado Livre system shows buyers the local size.
Is there a limit to number of SKUs I can list on Mercado Livre?
How does MercadoLibre calculate the SKU count?
One SKU is a stock-keeping unit. If, for example you have 10 different products, they will have 10 different SKUs (listed 10 times in each country: 10 in Colombia, 10 in Mexico). Also, if your product has 4 variations (such as a tennis shoe for which you have sizes 6, 7, 8 and 9), those are 4 different SKUs.
Are there certain import restrictions?
Yes, there are some import restrictions which applies to a particular country and there others which applies to all countries.
You should not upload listings with restrictions since these products won’t be able to be delivered. On the other hand, products retained in Customs won’t be able to be returned to origin since an export process is needed. Please, check the following list of restrictions:
Are there any restrictions regarding products' dimensions and weight?
Yes, the dimension and weight restrictions according to site and carrier can be seen in the Dimensions Restrictions Document.
Will my products be displayed in US dollars?
No, your products will be shown in the local currency. (e.g., Mexican pesos in Mexico, Brazilian reais in Brazil, etc.).
Will I receive payments in dollars or local currency?
You will receive payments in US dollars, UK pounds, etc.
Can I receive payments in a country other than the US?
Of course. Mercado Livre has many Chinese sellers who receive their money in China. Mercado Livre are also working on an extension of your payments platform, MercadoPago, which will make international payments much easier.
How do you calculate the price to be paid by the buyer?
What happens with Shipping costs and Duties & Taxes the buyer paid in advance?
MercadoLibre has set partnerships with renowned international logistic providers to ensure the best service for both sellers and buyers. The money we received from the buyer in advance will be transferred by MercadoLibre to your logistics partners to cover for their transportation and customs clearance services. Mercado Livre charges no markup for these services. Mercado Livre wants your CBT products to be as competitive as they can be!
How do I know if my products are competitive?
Marketplace Brazil helps you with market research in each country that you want to sell your products.
Access our services page and contract a search package.
What does 12x sem juros mean?
This term refers to "payments by installments". Most Latin American customers are used to paying in installments, splitting the price in several monthly payments. MercadoPago, MercadoLibre’s payments solution, is a great tool we have for providing financing services to our buyers.
When a buyer pays in installments (12x sem juros), will I receive the money in installments?
No, you will receive the money up front. The financing cost is already included in the MercadoLibre fee.
ANSWERING BUYERS' QUESTIONS
How do I answer questions from buyers?
Marketplace Brazil helps you in assertive communication with Latino buyers. We have a team of native professionals from Latin America who know the local needs and customs of buyers, facilitating communication and increasing the conversion rate of sales, as it gives security to the Latin buyer.
This local service is fundamental to the success of sales of its products in Latin America, mainly in Brazil.
Can I answer questions in English?
Yes. You can answer questions in English. The answer will be automatically translated and sent to the buyer.
Can I answer questions in Spanish or Portuguese?
Yes, you can answer buyers directly in Spanish or Portuguese. You can also set up the default language by clicking on the preferences link next to the questions search box.
Can I answer questions directly from my customer relationship management (CRM) system?
For now, you can view questions from your CRM system, but you are required to log in to your CBT account to answer pre-sale and post-sale questions. Mercado Livre are currently working to improve this feature.
If I have a person who will handle questions, but I don't want this person to have full access to my account, how do I set it up?
Go to your account and log in with your main (admin) account. Once you are logged in, go to My Account > User Management and add a user. You will be able to define what this user is capable of accessing during the user setup.
Can I get a file with my orders?
Yes. You can download your orders through your account.
I received an order for a product that is out of stock. What should I do?
Please cancel the order and refund the buyer. You can cancel the order directly from the MercadoLibre Merchant Portal.
What are my options for shipping products?
There are two ways you can ship your products to buyers through MercadoLibre’s international shipping solution. Mercado Livre has set up partnered with leading logistic providers to offer our sellers the best shipping solution. Shipping with him will allow you to forget about the international shipping, customs clearance, import taxes, etc, and just focus on selling. Mercado Livre will deliver your products to the buyer’s door, offering tracking number and a great service.
- Drop-off: You can ship your products to MercadoLibre's logistic partner warehouse(s) in the United States and China. We will take care of the international shipping and deliver the item to the buyer. Our carriers have warehouses all across the US and China.
- Pick-Up: We can coordinate to pick-up your items to your store or warehouse, and then we will take care of the international shipping and deliver the item to the buyer.
What is DDP?
DDP stands for delivery duty paid. It is a method in which the buyer prepays for customs, and import duties are handled prior to the arrival of the item in a country. This service is often provided by couriers such as DHL, FEDEX, and so on. This service is more convenient to buyers because it's fast and easily trackable, and for that, they prepay taxes. This is Mercado Livre buyers preferred method.
What is DDU?
DDU stands for delivery duty unpaid. It is a service available on both EMS postal services and couriers. In the DDU scenario, the buyer does not prepay customs and will pay taxes, if required, when the item reaches his or her country. Normally, DDU is associated with parcel or EMS services. Using these services, packages usually take longer to arrive and have less-trackable events. Once again, Mercado Livre recommend sellers to sell through the DDP method.
How much does it cost me to ship Courier/DDP using MercadoLibre's logistic partner?
You are responsible to ship the product to our US or China warehouse and you will have to pay for international shipping according to the free shipping cost rules
Mercado livre calculate the shipping cost and it is entirely paid by the buyer.
Can I ship my items directly?
As explained above, you can ship your items directly. You will be responsible for shipping the item directly to the buyer using your parcel service of choice. But note that, in order to provide a good experience to buyers, Mercado Livre demands DDU sellers to provide a tracking number to their customers. You can also ship directly using one DHL integration for US and MailAmericas for China (DDP) or your own courier/DDP integration if you have one.
Does Mercado Livre offer storage services?
Not at this time.
How long does it take to deliver the product in Latin America?
Using MercadoLibre’s shipping services it can take between 3 to 7 days from US and between 6 to 14 days from China from the moment the carriers get the product.
Can I use MercadoLibre’s logistic network to ship from Europe, China or any other place in Asia?
Sim você pode. O Mercado Livre está atualmente finalizando parcerias com provedores logísticos que permitirão que vendedores de todos os lugares enviem seus produtos para nossos compradores da América Latina, e por um preço muito competitivo.
I am a seller in Asia. Can I ship to your warehouse in the United States?
If your products are in the United States (e.g., at a third-party logistics warehouse), you are welcome to ship to Mercado Livre local warehouse in the United States. Keep in mind that Mercado Livre warehouse is just a pass-through warehouse, and he doesn't hold merchandise for more than one day.
I am a seller in Asia. Can I ship directly to buyers?
Yes, but we require you provide tracking number.
Mercado Livre has a warehouse in Asia?
Mercado Livre logistic partners have warehouses in China and other cities in Asia.
I am a seller in Europe. What are my options for shipping products?
You can ship directly using your EMS or courier of choice. You can also use Mercado Livre DHL account to ship directly to buyers. Mercado Livre are working on an EU warehouse solution similar to the local warehouse option he has in the United States.
Can the buyer select if she wants DDU or DDP?
No, this is a choice you have to make as a seller when listing the product.
How does the buyer see DDU or DDP?
In DDP listings, Mercado Livre clearly indicate that import taxes are included, and we also show a reduced delivery time. In DDU listings, he display a longer lead time for delivery and indicate that buyers are responsible to pay taxes if required. As you can see, DDU listings will be less attractive to sellers, due to the uncertainty regarding import duties and taxes.
How does the MercadoLibre reputation system work?
Buyers can give positive, neutral, or negative feedback on their purchases. Sellers can also leave feedback to buyers (positive, neutral, or negative). If a purchase was not completed, buyers can only leave neutral or negative feedback. Feedback is hidden until both parties have given feedback. The number of claims against a seller also influences his reputation. Your reputation on Mercado Livre will have a significant impact on the search rankings of your items.
How long does it take to build a reputation?
Our experience shows that it can take several months for a merchant to be at its full potential.
Does reputation calculate the same for all countries?
No, it does not. At this moment, reputation in Mexico works different and it will gradually be replicated to all other countries.
How does reputation calculate in Mexico?
At this moment, reputation is the percentage of claims over total successful bids (#claims/#sales).
In order to have a good reputation (light green or dark green), the percentage of claims over total of bids must be equal or less than 3%.
Once light green has been achieved, which means you have a good quality service, the number of successful bids in the last 3 months will define if reputation turns to dark green: if you have more than 3 bids in the last 3 months, your reputation will be dark green.
How can I leave feedback to a buyer?
Currently, you can only automate feedback on Merchant Portal.
RETURNS, REFUNDS, CLAIMS
How can I answer a claim?
Buyers can open claims when items are not delivered or when they are not satisfied with their purchases (e.g., a broken item, an item not as described, etc.).
How should I handle returns?
When a buyer requests for a return, a formal claim process will be initiated. MercadoLibre will mediate to determine which player is responsible.
The products are received at the Warehouse Marketplace Marketplace. After evaluation of the condition of the product, it can be destined for shipment to another buyer.
Learn more about this service by going to Cross-border Services on the Marketplace Brasil site.
Am I supposed to abide by a particular return policy?
No. Sellers on MercadoLibre are not required to follow a specific return policy. However, your reputation may significantly help or hinder your search standings. Therefore, we advise that sellers be generous with their return policies so they can keep their reputation levels up.
How much does the Mercado Livre charge?
Besides your commission, if you are selling with Free Shipping (ie Mexico) you will need to consider the shipping costs associated with every sale transaction. To better understand the shipping costs consider the free shipping cost rules. For more information on pricing, please refer to the "How do you calculate the price to be paid by the buyer?" section.
Brazil, Argentina, Colombia and Chile: 16%
Is there any fee to list items?
When will I be paid?
Payments are generated every 2 weeks under these considerations. Mercado Livre are working to improve this.
Delivered orders will be available for payment 15 days after the date of the last order included in the report. For example, delivered orders generated until July 15th will be available for payment on August 1st.
Minimum bank transfer amount: USD 500. If total amount is lower than this minimum, payment will be deferred until the minimum amount is reached.
How about financing the sale?
As explained above, Latin American buyers are very much used to buying in installments. Mercado Livre fee includes a financing capability, which allows our sellers to offer 3 or 6 installments to buyers. However, Mercado Livre sellers receive their money at once.
Do I need to have a bank account in Mexico/Brazil/Colombia/Argentina?
No. You will be paid in your bank account.
How am I paid?
Mercado Livre will transfer the money to the account you set up with us.
What happens with currency fluctuations?
Mercado Livre take care of it. He is working on a hedging system that will allow to ensure a fixed US dollars amount, regardless of the changes in local currency.
Can I add a bank account in China or Hong Kong?
If you do not have a US bank account, please sign up with Payoneer and use the US bank account provided by them. The Payoneer account allows you to transfer your funds directly to your local bank account.
Can I view the sales for which I am receiving payment?
Mercado Livre will e-mail you a file with the sales data every time a payment is made. In the future, this file will be available for you in Merchant Portal
How do I get started?
Marketplace Brazil can register your company in the Mercado Livre. We specialize in registering, approving and training international sellers for sales in Brazilian and Latin American marketplaces.
Visit the CROSS-BORDER SERVICES page on our website.