Initiative
User Experience
About the initiative
For more than 25 years, we have been committed to innovating and offering solutions that create value and transform the lives of millions of people in Latin America. During this time, our ecosystem has grown with a strong focus on users: we constantly seek to identify their needs and develop products and services that transform and simplify their lives, ensuring 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 essence of our business. It drives the growth of our ecosystem, bringing innovation and the scale we need while continuously improving processes, user experience, and the safety of everyone who uses our platform.
Artificial intelligence (AI) has been a key ally in several strategic processes across the company. In both the marketplace and fintech, we apply image recognition models, natural language processing, and predictive algorithms to prevent and detect fraud, analyze behavioral patterns, provide customer support, and protect users and sellers. We also use AI to analyze seller-provided documentation, evaluate transactions in real time to assess credit risk, optimize logistics, personalize recommendations, and diversify product offerings, among other uses.
To ensure the safe and ethical use of AI, we rely on a governance structure and an internal policy aligned with international best practices.
Agility
Our logistics network is one of the fundamental pillars of the experience of millions of Mercado Libre users in Latin America. Currently, 75% of fast shipments are delivered in less than 48 hours.
As part of our expansion plan, in 2025 we opened 32 large-scale logistics centers, including cross-docking and fulfillment facilities, as well as 65 last-mile network projects, including new openings and expansions.
In Brazil, we began offering free shipping on purchases starting at R$19 (approximately USD 3.6), the lowest threshold in the company’s history. This benefit reflects our belief that free shipping is a fundamental pillar of our value proposition for both buyers and sellers.
Fast and efficient customer service
Our priority is to offer fast, easy, and efficient support through our Customer Service Center, which includes specialists across four solution centers in Argentina, Brazil, Colombia, and Uruguay. All claims are handled to ensure immediate responses and solutions. In addition, we promote self-service through machine learning–based tools to speed up support and provide responses in up to five minutes. Our chatbots and virtual assistants offer 24/7 support in Brazil, Mexico, and Chile.
We regularly monitor and evaluate our support channels to improve performance, using two key metrics: Online Service Level, which measures the availability of digital channels when a user contacts us, and Customer Service NPS, based on surveys completed after users receive support.
Data security and protection
We have developed a rigorous personal data protection program that covers all of Mercado Libre and is based on the highest regional privacy standards. This program aims to ensure transparent data use, promote a strong compliance culture, and implement processes based on risk analysis.
Accessibility
We operate in accordance with the Web Content Accessibility Guidelines (WCAG 2.2) and encourage designers and developers to integrate accessibility into every stage of creating our digital experiences. In addition, we conduct frequent testing of assistive technologies and rely on external experts for guidance.
In Brazil, Mercado Libre has incorporated the VLibras tool to translate content into sign language, with plans to expand it to other markets.
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.
Tools for sellers
We are building one of the leading retail media platforms in Latin America, leveraging our extensive data base to offer advertisers unique audience segmentation capabilities.
We also provide Mercado Libre Clips, a short-video platform that allows sellers to promote their products in a simple, agile, and engaging way.
In 2025, we incorporated several marketing and advertising applications that integrate seamlessly with the marketplace to support sellers in their listings and help increase their visibility and sales.
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
75%
of fast shipments delivered in less than 48 hours
Record NPS
in e-commerce and fintech in Argentina, Brazil, and Mexico
99.8%
of claims resolved in 2025
Learn more about our initiatives
Sustainable Products
We work to be the top choice for purchasing sustainable products in Latin America, supporting brands and offering the widest variety across more than 30 categories.
Inclusion and financial educationI
We extend our financial services to millions of people, ensuring that everyone, regardless of where they are or their limitations, can access products, services, and essential tools for your financial well-being.
Security and ethical use of our ecosystem
We ensure the confidentiality, integrity, availability, and ethical use of our technological infrastructure, with a focus on the trust and security of those who choose us.
