Sellers reputation

Important:
For MLA, MLB, MLM, MLC and MCO, we changed the time with which we measure the reputation of sellers. Learn more.

A seller's reputation in Mercado Libre is his/her image in the platform to build trust when making transactions with buyers and sellers. To have leverage in the site, it is important to take care of it.

Contents

→Resource fields
→Quality metrics
→Claims
      ↳Minimum for each thermometer level with this variable
→Delayed Handling Time
→Cancellations
→Refund account money due to cancelled sales


Request:

curl -X GET -H 'Authorization: Bearer $ACCESS_TOKEN' https://api.mercadolibre.com/users/$USER_ID

Example:

curl -X GET -H 'Authorization: Bearer $ACCESS_TOKEN' https://api.mercadolibre.com/users/128885

Response:

"seller_reputation": {
        "level_id": "5_green",
        "power_seller_status": "platinum",
        "real_level": "red",
        "protection_end_date": "2019-12-27T00:00:00.000-04:00",
        "transactions": {
            "canceled": 981,
            "completed": 6211,
            "period": "historic",
            "ratings": {
                "negative": 0.04,
                "neutral": 0.08,
                "positive": 0.88
            },
            "total": 7192
        },
        "metrics": {
            "sales": {
                "period": "60 days",
                "completed": 244
            },
            "claims": {
                "period": "60 days",
                "rate": 0,
                "value": 0,
                "excluded": {
                    "real_value": 24,
                    "real_rate": 0.0912
                }
            },
            "delayed_handling_time": {
                "period": "60 days",
                "rate": 0,
                "value": 0,
                "excluded": {
                    "real_value": 47,
                    "real_rate": 0.723
                }
            },
            "cancellations": {
                "period": "60 days",
                "rate": 0,
                "value": 0,
                "excluded": {
                    "real_value": 6,
                    "real_rate": 0.0228
                }
            }
        }
    },
Note:
Remember that if you are a protected seller, you will see the actual data within the excluded field.

Resource fields

  • level_id: User reputation level described in thermometer numbering and color.
  • power_seller_status: This field shows if the seller is Mercado Lider, and the name of medal received, whether Silver, Gold or Platinum.
  • real_level: Actual level of reputation of the seller, during the protection period (appears only when the seller is protected).
  • protection_end_date: End date of protection (only when the seller is protected).
  • transactions: Number of sales made by user in certain period.
  •   canceled: Number of transactions cancelled.
  •   completed: Number of transactions completed.
  •   period: Period considered.
  •   ratings: Ratio of sales rated as negative, neutral or positive.
  •   total: Total transactions.


Quality metrics

    • sales: The number of sales with mediations (claims and/or disputes) a seller has.
      • period: The period for ratio calculation will depend on the number of sales fulfilled in the past 60 days.
      • completed: Number of sales completed. Whether an order has claims or not matters. So if an order has more than one claim / dispute, to avoid counting it, all the claims / disputes must be excluded from his/her reputation (tag "avoid_reputation").

Period to evaluate, depending on country and number of sales:

 

México (MLM)

Transactions in the past 60 days Period for reputation evaluation
For MLM > or = 40 sales The past 60 days.
For MLM < 40 sales All the sales history is considered (past 365 days).


Brazil (MLB)

Transactions in the past 60 days Period for reputation evaluation
For MLB > or = 60 sales The past 60 days.
For MLB < 60 sales All the sales history is considered (past 365 days).


Argentina (MLA)

Transactions in the past 60 days Period for reputation evaluation
For MLA > or = 50 sales The past 60 days.
For MLA < 50 sales All the sales history is considered (past 365 days).


Colombia (MCO)

Transactions in the past 60 days Period for reputation evaluation
For MCO > or = 60 sales The past 60 days.
For MCO < 60 sales All the sales history is considered (past 365 days).


Chile (MLC)

Transactions in the past 60 days Period for reputation evaluation
For MLC > or = 40 sales The past 60 days.
For MLC < 40 sales All the sales history is considered (past 365 days).


Uruguay (MLU)

Transactions in the past 120 days Period for reputation evaluation
For MLU > or = a 25 sales The past 120 days are considered.
For MLU < to 25 sales The complete sales history are considered (past 365 days).


For the rest of the countries, the old reputation system is used. For more information, visit the following help links:
-Perú: Help link
-Uruguay: Help link
-Venezuela: Help link
-Ecuador: Help link
For the rest of the countries, go to Help > Selling > Qualifications, reputation and opinions > What is and how does the seller reputation work.

Notes:
- Sales fulfilled are calculated on the total sales minus sales cancelled by seller or buyer.
- "Sales not fulfilled" mean orders where fulfilled = false.
- Values chosen were values to enter Mercado Líderes programs for each country.
- Total sales mean the number of seller's transactions in a given period, regardless of the payment and shipping method. Sales from disqualified users, fraudulent user sales, sales with all payments rejected and invalid sales were not considered.

Exceptions:

Certain measurements are automatically ignored when specific rules are met. For exceptional cases, a process for order exception via contact with CX will be provided.

 

Claims

For calculation, sales with claims made by buyer regardless of payment or shipping method will be considered. That is, sales from disqualified users, fraudulent user sales, sales with payment rejected and invalid sales were not considered.

Formula:

claims_rate = sales with claims / total sales
To start impacting on reputation, at least, 3 sales with claims are needed.

Notes:
- With a minimum of 3 sales with claims, reputation will be affected.
- All sellers need to have more than 10 sales in their history.

Once the period to calculate number of sales made by seller is known, thermometer color will be determined by seller percentage.
Thermometer example in the same way as it will be viewed by seller in account:

 

 

Minimum for each thermometer level with this variable

 

MLM

  • light_green & up ==> claims_rate <= 2%
  • yellow ==> 2% < claims_rate <= 4%
  • orange ==> 4% < claims_rate <= 7%
  • red ==> 7% < claims_rate

MLB

  • light_green & up ==> claims_rate <= 3%
  • yellow ==> 3% < claims_rate <= 7%
  • orange ==> 7% < claims_rate <= 12%
  • red ==> 12% < claims_rate

MLA

  • light_green & up ==> claims_rate <= 2%
  • yellow ==> 2% < claims_rate <= 4%
  • orange ==> 4% < claims_rate <= 7%
  • red ==> 7% < claims_rate

MCO

  • light_green & up ==> claims_rate <= 5%
  • yellow ==> 5% < claims_rate <= 7%
  • orange ==> 7% < claims_rate <= 10%
  • red ==> 10% < claims_rate

MLC

  • light_green & up ==> claims_rate <= 5%
  • yellow ==> 5% < claims_rate <= 7%
  • orange ==> 7% < claims_rate <= 10%
  • red ==> 10% < claims_rate

MLU

  • light_green & up ==> claims_rate <= 4%
  • yellow ==> 4% < claims_rate <= 6%
  • orange ==> 6% < claims_rate <= 8%
  • red ==> 8% < claims_rate
Note:
The above chart thresholds are for illustration only. They may be not effective as they are continuously adjusted.


Delayed Handling Time

Handling Time is the difference between the ready to ship time (ready_to_ship) and when it was actually collected by mail (shipped). Except for Cross Docking types of shipping, where Handling Time is the difference between the time a package is in the HUB (in_hub) and when it was actually collected by mail (shipped), delayed handling time is the sales percentage with late shipping.

  • It is late only when the order Handling Time is over 24 hs in all the countries or over the category average.
  • Sellers using Mercado Envíos with 10 or more sales shipped will be considered. This metric will not affect the rest, and we assume that 0% sales was delivered out of time.
  • The time we take to measure this is the last 60 days in case the seller has more than 50 sales in MLA, 60 sales in MLB, 40 sales in MLC, 60 sales in MCO and 40 sales in MLM made in that period and they will be the last 365 if they do not reach this amount of sales in their countries.

Fórmula:
delayed handling time rate = late shipping sales / sales shipped with me2
Period considered: 60 or 365 days, depending on number of transactions in the past 60 days. To MLU we consider 120 or 365 days. When several orders for the same shipment are in the cart, late shipping will affect the seller as many times as orders in the package.

    • The thermometer levels for this variable for the MLM, MLB, MLA, MCO, MLC and MLU sites are:

Cancellations

This metric shows the number of seller cancellations without any claim.
This is a known resource for Mercado Lideres that will now apply to all sellers.
Formula used for calculation:
Cancellations rate = seller cancellations / total sales.
Applicable to all sites where the new reputation system is effective: MLA, MLB, MLM, MCO, MLC.

 

To identify the impact on reputation you must follow the following cancellation percentage:


Refund account money due to cancelled sales

Important:
Available only for Mexico sellers and for Argentina and Brazil sellers soon.

Starting today, sales cancellations made by sellers whose payment was made by credit card or debit by good reputation buyers will be automatically refunded in cash to Mercado Pago account. Learn more about the flow of refund account money due to cancelled sales.

Note:
These cases will impact on seller's reputation.
or register to recieve the latest news about our API