Questions, complaints, returns, reviews, and after-sales service: how to protect your reputation and account.
Online store customer service has legal deadlines: respond within 5 days under Decree 7.962, and allow 7 days for buyer’s remorse under the Consumer Defense Code. On Mercado Livre, complaints and returns due to defects affect your reputation. See the deadlines, the five most common situations, and how to respond to each one.
On Shopee, you get one public reply per review, with no edits, and the buyer can change their rating once within 30 days. On Mercado Livre, a review is removed only if it is offensive. See a 4-part reply template, what never to write, and when to report a review.
Brazil’s Consumer Protection Code gives customers 7 days to cancel an online purchase, 90 days to report a defect in a durable product, and gives you 30 days to fix it. See the deadline table, what your listing must include, and how it affects your margin.
Free returns for buyers aren’t free for you: the marketplace covers return shipping, but you’re left with the margin loss, packaging, paid listing, and opened product. For a R$ 89,90 product, one return can wipe out the profit from 2.5 sales. See the numbers and when Shopee’s Easy Returns program is worth it.
Under Article 49 of Brazil’s Consumer Protection Code, online shoppers can cancel within 7 calendar days of receiving an order, without giving a reason, and get a full refund, including the original shipping cost. Learn how to count the days, who pays for return shipping, and what marketplace sellers need to do.
Ready-to-use reply templates for Mercado Livre and Shopee: 12 messages about stock, measurements, delivery times, ratings, warranties, delays, defects, and returns. On ML, each becomes a quick reply of up to 1,000 characters; on Shopee, only chats answered within 12 hours count.
On Mercado Livre, buyer messaging is disabled once an order is delivered, so you can't send a message asking for a review. See what's allowed on ML and Shopee, photo-review coupons, the Review Reward, and what could freeze your account.
Online store exchange policy, clause by clause: 7 days to cancel with a full refund, 30 or 90 days to report a defect, and optional exchanges for preference. Get a ready-to-use, annotated template, learn what never to write, and see what each return costs.
Customer follow-up that drives repeat purchases on Mercado Livre and Shopee happens on the platform: in the package, in chat, and with a coupon. A returning customer who comes back without paid ads can leave R$ 20,57 on a R$ 69,90 product, compared with R$ 12,18 from a new sale with 12% in Ads. See the step-by-step guide.
A quick response, an acknowledgment of the problem, and a solution with a clear timeline can calm an angry customer. On Mercado Livre, complaints resolved within 2 business days don't affect your reputation. See the response script, templates for delays, defects, and wrong products, and phrases that make things worse.
On Shopee, a chat message only counts as answered if you reply within 12 hours, including weekends. On Mercado Livre, question response times are measured in minutes over the last 14 days, and Mercado Livre's own target is under 1 hour. See the deadlines, the law, and how to respond quickly.
When shopping online, customers can cancel within 7 days for any reason and get their money back, but the law doesn’t require returns for preference or size. Defects follow different rules: you have 30 or 90 days to report them, and you have 30 days to fix the issue. See the differences and deadlines for Mercado Livre and Shopee.
Milewa pulls your orders from Mercado Livre and Shopee, applies commission, shipping, tax, ADS, and your cost, and shows the margin for each order and each SKU. You can start with the calculator and then connect your store.
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