Initiative
User Experience
About the initiative
For 25 years, we have been committed to innovating and providing solutions that create value and transform the lives of millions across Latin America. During this time, our ecosystem has grown with users at its core: we constantly strive to identify their needs and develop products and services that transform and simplify their lives, while delivering the best possible experience.
Alongside our focus on continuous improvement, we strive to foster customer loyalty by providing valuable benefits, including curated exclusive content, free shipping, and a wide range of discounts and promotions on products.
How it works
Technology
Technology is the core of our business. It drives our ecosystem growth and enables innovation, which is paramount to what we do. Technology enables us to reach the scale we need without neglecting continuous improvements in processes, user experience, and platform security.
Agility
Delivery is a key factor in the user experience. To meet expectations in terms of delivery time and geographic coverage, we have built a comprehensive logistics network that, by the end of 2024, had grown to 380 distribution centers, including a newly opened facility in Texas, USA. This expansion allows us to increase the number of cities with same-day delivery while reducing shipping costs by up to 50% in some regions.
Quick and efficient customer service
Our priority is to provide fast, easy, and efficient customer support through our Customer Service Center, which includes over 8,550 specialists across four solution centers in Argentina, Brazil, Colombia, and Uruguay. Every complaint is handled to ensure immediate responses and solutions. We also promote self-service with Machine Learning-based tools that speed up support and deliver responses in under five minutes. Our chatbots and virtual assistants offer 24/7 support in Brazil, Mexico, and Chile.
Security and data protection
We have developed a rigorous personal data protection program that covers the entire Mercado Livre ecosystem and is based on the highest regional privacy standards. This program ensures transparent data usage, fosters a strong culture of compliance, and implements risk-based processes.
Inclusion and accessibility
We have an internal accessibility guide to support our development, design, content, and research teams with guidelines, tools, and best practices to apply accessibility in our products.
In Brazil, Mercado Livre introduced the VLibras tool to translate content into sign language, with the goal of expanding it to other regions.
Purchase Protection
Protected Purchase is a program that covers all buyers who do not receive their order, receive a different product from what was advertised or one with defects, or those who change their mind and ask for a return.
Users can make a claim within ten days of delivery or 21 days after the purchase if they did not get their order. If they change their mind or if the product is defective, they have 30 days. Once the complaint is made, we check if the buyer fits our Terms and Conditions. In Mexico, Brazil, and Argentina, the program also covers purchases from companies using Mercado Pago, offering 14 days of coverage from the purchase if the product has not been delivered.
Meli+
With Meli+, our loyalty program, subscribers can buy products with free shipping, use Meli Delivery Day (scheduled delivery), enjoy special discounts, and access exclusive benefits. The program is available in Brazil, Mexico, and Chile, and is constantly evolving its value proposition to offer more options for getting the most out of our ecosystem.
Mercado Play
Mercado Play is our content hub, giving users free access to an ever-growing catalog of movies, series, documentaries, reality shows, and quality children’s content. Users can access it through our platform, via desktop or app, and it is available in 8 Latin American countries: Argentina, Chile, Brazil, Colombia, Mexico, Peru, Uruguay, and, since 2024, Ecuador.
Mercado Livre Clips
Available in Argentina, Brazil, and Mexico since 2023, and in Chile and Colombia in 2024, Mercado Livre Clips is a short video platform that lets sellers promote their products in a simple, quick, and fun way. Available on the Mercado Livre app, this solution is a creative way to improve the shopping experience, following the latest trends in content commerce and social media, as well as being an effective way to increase sales: a post receives, on average, four times more visits after uploading a clip.
Users come to our platform for the quality of the technology, and stay with us for the quality of the shopping experience at every stage, right through to delivery.
Main results
1.7 billion
products sold in 2024.
100.2 million
unique buyers on Mercado Libre.
71.85%
deliveries in less than 48 hours.
98.7%
of complaints satisfactorily resolved.
Learn more about our initiatives
Sustainable Products
Our goal is to be the top choice for sustainable products in Latin America, supporting brands and providing the broadest range across over 30 categories.
Inclusion, accessibility, and financial educationI
We have expanded our financial services to millions of people, making sure that everybody, regardless of their location or circumstances, can access products and services that will favor their financial wellbeing.
Security and ethical use of our ecosystem
We guarantee the confidentiality, integrity, availability, and ethical use of our technology, taking care of the trust and security of those who choose us.
