{"id":2811,"date":"2020-10-22T07:00:10","date_gmt":"2020-10-22T07:00:10","guid":{"rendered":"https:\/\/blog.real-trends.com\/br\/?p=2811"},"modified":"2023-02-08T21:24:16","modified_gmt":"2023-02-08T21:24:16","slug":"como-evitar-que-uma-reclamacao-invalida-afete-sua-reputacao-no-mercado-livre","status":"publish","type":"post","link":"https:\/\/blog.real-trends.com\/br\/2020\/10\/22\/como-evitar-que-uma-reclamacao-invalida-afete-sua-reputacao-no-mercado-livre\/","title":{"rendered":"Como evitar que uma reclama\u00e7\u00e3o inv\u00e1lida afete a sua reputa\u00e7\u00e3o no Mercado Livre"},"content":{"rendered":"\n<p>Se voc\u00ea vende no Mercado Livre, com certeza j\u00e1 sabe que a <a style=\"text-decoration: underline; color: #008AFF;\" href=\"https:\/\/blog.real-trends.com\/br\/2019\/06\/14\/reputacao-a-chave-para-ter-sucesso-no-mercado-livre\/\" target=\"_blank\" rel=\"noopener noreferrer\">reputa\u00e7\u00e3o<\/a> \u00e9 a base do sucesso nesse marketplace. Uma das vari\u00e1veis que a comp\u00f5e \u00e9 a taxa de reclama\u00e7\u00e3o que mede o n\u00edvel de insatisfa\u00e7\u00e3o dos seus compradores em rela\u00e7\u00e3o aos seus an\u00fancios, produtos e o atendimento que oferece ao longo do ciclo da compra.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1140\" data-src=\"https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2020\/09\/21_blog_portu-1.png\" alt=\"Evite que uma reclama\u00e7\u00e3o afete a sua reputa\u00e7\u00e3o\" class=\"wp-image-2846 lazyload\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 1920px; --smush-placeholder-aspect-ratio: 1920\/1140;\" \/><noscript><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1140\" src=\"https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2020\/09\/21_blog_portu-1.png\" alt=\"Evite que uma reclama\u00e7\u00e3o afete a sua reputa\u00e7\u00e3o\" class=\"wp-image-2846\"\/><\/noscript><\/figure>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Portanto, contar com uma porcentagem alta de reclama\u00e7\u00e3o, <strong>superior a 2%<\/strong>, vai afastar voc\u00ea do n\u00edvel verde do term\u00f4metro e ainda mais do status de <a target=\"_blank\" style=\"text-decoration: underline; color: #008AFF;\" href=\"https:\/\/blog.real-trends.com\/br\/2022\/09\/12\/mercadolider-no-mercado-livre\/\" rel=\"noreferrer noopener\">MercadoL\u00edder<\/a>. Al\u00e9m disso, vai fazer com que voc\u00ea perca vendas, j\u00e1 que muitos compradores poder\u00e3o n\u00e3o sentir confian\u00e7a e escolher outros vendedores com uma reputa\u00e7\u00e3o melhor.&nbsp;<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Quando receber uma reclama\u00e7\u00e3o, a primeira coisa que voc\u00ea deve fazer \u00e9 analis\u00e1-la, gerenci\u00e1-la e encerr\u00e1-la. Por\u00e9m, <strong>nem todas as reclama\u00e7\u00f5es que um comprador inicia s\u00e3o corretas ou t\u00eam fundamentos. <\/strong><\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Por isso, o <strong>Mercado Livre disp\u00f5e de regras de exclus\u00e3o<\/strong>, ou seja, contempla situa\u00e7\u00f5es nas quais o motivo da reclama\u00e7\u00e3o n\u00e3o \u00e9 v\u00e1lido e voc\u00ea pode solicitar a sua remo\u00e7\u00e3o \u00e0 equipe de atendimento ao cliente. Dessa forma, ela n\u00e3o vai afetar a sua reputa\u00e7\u00e3o.&nbsp;<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p><strong>Aten\u00e7\u00e3o!<\/strong><\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Para que o Mercado Livre exclua uma reclama\u00e7\u00e3o:<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<ul class=\"wp-block-list\"><li>Voc\u00ea n\u00e3o deve ter nenhum caso aberto.<\/li><li>Se alguma est\u00e1 em processo, voc\u00ea ter\u00e1 que esperar a sua resolu\u00e7\u00e3o para poder solicitar a exclus\u00e3o.<\/li><\/ul>\n\n\n\n<style>\n.contenedor-banner-news {\nbackground-color: #fbfbfb;\nbox-shadow: 0px 0px 8px 0px rgba(0,8,0,0.16);\nmargin: 24px 0px;\n}\n.banner-news-info {\ndisplay: grid;\ngrid-template-columns: auto 1fr;\npadding: 24px 40px;\ncolumn-gap: 16px;\nalign-items: center;\n}\n.banner-news-info img {\nmax-width: 52px;\n}\n.banner-news-info h2 {\nfont-size: 20px;\nline-height: 23.5px;\npadding-bottom: 4px;\n}\n.banner-news-info p {\nfont-size: 14px;\nline-height: 17px;\n}\n.banner-news-form {\nbackground-color: #9ce5d3;\npadding: 24px 40px;\n}\n.banner-news-form div.frm_fields_container {\ndisplay: grid;\ngrid-template-columns: 1fr 1fr auto;\n}\n.banner-news-form .frm_fields_container #frm_field_7_container {\ngrid-column: 1\/2;\n}\n.banner-news-form .frm_fields_container #frm_field_8_container {\ngrid-column: 2\/3;\n}\n.banner-news-form .frm_fields_container .frm_submit {\ngrid-column: 3\/4;\n}\n.banner-news-form .frm_fields_container .frm_submit button.frm_button_submit {\nmargin-top: 3px;\n}\n.banner-news-form .with_frm_style .frm_form_fields > fieldset {\npadding: 0;\n}\n.banner-news-form .frm_style_formidable-style.with_frm_style .frm_error {\n    color: #f04e54;\n}\n.banner-news-form .frm_style_formidable-style.with_frm_style .frm_message p {\n    font-size: 16px;\n}\n@media screen and (max-width: 768px) {\n.banner-news-info {\ngrid-template-columns: 1fr;\npadding: 24px 28px;\n}\n.banner-news-form {\npadding: 24px 28px;\n}\n.banner-news-info h2 {\npadding: 4px 0px 8px 0px;\n}\n}\n<\/style>\n<div class=\"contenedor-banner-news\">\n<div class=\"banner-news-info\">\n<img decoding=\"async\" data-src=\"https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2020\/06\/popup-ico2.png\" alt=\"N\u00e3o ao spam\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\" style=\"--smush-placeholder-width: 200px; --smush-placeholder-aspect-ratio: 200\/200;\"><noscript><img decoding=\"async\" src=\"https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2020\/06\/popup-ico2.png\" alt=\"N\u00e3o ao spam\"><\/noscript>\n<div>\n<h2>Inscreva-se na nossa newsletter<\/h2>\n<p>Receba tudo o que acontece no Mercado Livre e no mundo do e-commerce direto no seu e-mail.<\/p>\n<\/div>\n<\/div>\n<div class=\"banner-news-form\">\n<link rel='stylesheet' id='formidable-css' href='https:\/\/blog.real-trends.com\/br\/wp-content\/plugins\/formidable\/css\/formidableforms.css?ver=11281736' type='text\/css' media='all' \/>\n<div class=\"frm_forms  with_frm_style frm_style_formidable-style\" id=\"frm_form_4_container\" >\n<form enctype=\"multipart\/form-data\" method=\"post\" class=\"frm-show-form \" id=\"form_newsletter-brasil-notas\" >\n<div class=\"frm_form_fields \">\n<fieldset>\n<legend class=\"frm_screen_reader\">Newsletter Brasil Notas<\/legend>\r\n\r\n<div class=\"frm_fields_container\">\n<input type=\"hidden\" name=\"frm_action\" value=\"create\" \/>\n<input type=\"hidden\" name=\"form_id\" value=\"4\" \/>\n<input type=\"hidden\" name=\"frm_hide_fields_4\" id=\"frm_hide_fields_4\" value=\"\" \/>\n<input type=\"hidden\" name=\"form_key\" value=\"newsletter-brasil-notas\" \/>\n<input type=\"hidden\" name=\"item_meta[0]\" value=\"\" \/>\n<input type=\"hidden\" id=\"frm_submit_entry_4\" name=\"frm_submit_entry_4\" value=\"1175ccd124\" \/><input type=\"hidden\" name=\"_wp_http_referer\" value=\"\/br\/wp-json\/wp\/v2\/posts\/2811\" \/><div id=\"frm_field_7_container\" class=\"frm_form_field form-field  frm_required_field frm_top_container frm_full\">\r\n    <label for=\"field_nome2f57e4e9006dcf2f434ed821df47f9\" id=\"field_nome2f57e4e9006dcf2f434ed821df47f9_label\" class=\"frm_primary_label\">\r\n        <span class=\"frm_required\"><\/span>\r\n    <\/label>\r\n    <input type=\"text\" id=\"field_nome2f57e4e9006dcf2f434ed821df47f9\" name=\"item_meta[7]\" value=\"\"  placeholder=\"Nome\" data-reqmsg=\"Complete este dado.\" aria-required=\"true\" data-invmsg=\"Text is invalid\" aria-invalid=\"false\"  \/>\r\n    \r\n    \r\n<\/div>\n<div id=\"frm_field_8_container\" class=\"frm_form_field form-field  frm_required_field frm_top_container frm_full\">\r\n    <label for=\"field_e-mail6ba45c4f5758229f4e0\" id=\"field_e-mail6ba45c4f5758229f4e0_label\" class=\"frm_primary_label\">\r\n        <span class=\"frm_required\"><\/span>\r\n    <\/label>\r\n    <input type=\"email\" id=\"field_e-mail6ba45c4f5758229f4e0\" name=\"item_meta[8]\" value=\"\"  placeholder=\"E-mail\" data-reqmsg=\"Complete este dado.\" aria-required=\"true\" data-invmsg=\"Verifique seu e-mail.\" aria-invalid=\"false\"  \/>\r\n    \r\n    \r\n<\/div>\n<div id=\"frm_field_11_container\" class=\"frm_form_field form-field \">\n\t<div class=\"frm_submit\">\r\n\r\n<button class=\"frm_button_submit\" type=\"submit\"  >Quero receber<\/button>\r\n\r\n<\/div>\n<\/div>\n\t<input type=\"hidden\" name=\"item_key\" value=\"\" \/>\n\t<\/div>\n<\/fieldset>\n<\/div>\n\n<\/form>\n<\/div>\n\n<\/div>\n<\/div>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h2 class=\"wp-block-heading\">Casos em que o Mercado Livre exclui a sua reclama\u00e7\u00e3o<\/h2>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>O Mercado Livre entende que h\u00e1 situa\u00e7\u00f5es em que a reclama\u00e7\u00e3o pode ser injusta e vai intervir para evitar que impacte negativamente na sua reputa\u00e7\u00e3o, caso voc\u00ea solicite. Confira:&nbsp;<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<ul class=\"wp-block-list\"><li>O comprador disse que iniciou uma reclama\u00e7\u00e3o por engano.<\/li><div class=\"vc_empty_space\" style=\"height: 8px\"><\/div><li>O comprador n\u00e3o reconhece a compra.<\/li><div class=\"vc_empty_space\" style=\"height: 8px\"><\/div><li>O comprador n\u00e3o recebeu o produto, mas o envio aparece como \u201centregue\u201d.<\/li><div class=\"vc_empty_space\" style=\"height: 8px\"><\/div><li>O comprador se arrependeu da compra, mas o produto est\u00e1 em perfeitas condi\u00e7\u00f5es.<\/li><div class=\"vc_empty_space\" style=\"height: 8px\"><\/div><li>O comprador usou a reclama\u00e7\u00e3o como meio de contato.<\/li><div class=\"vc_empty_space\" style=\"height: 8px\"><\/div><li>O comprador abriu uma reclama\u00e7\u00e3o pela demora dos Correios ou problemas com o Mercado Envios, mas o tempo de envio est\u00e1 dentro do prazo estabelecido (aplic\u00e1vel para envios com o Mercado Envios, entre outros).<\/li><div class=\"vc_empty_space\" style=\"height: 8px\"><\/div><li>A reclama\u00e7\u00e3o est\u00e1 associada a um problema que est\u00e1 impactando a plataforma do Mercado Livre de formal global.<\/li><div class=\"vc_empty_space\" style=\"height: 8px\"><\/div><li>A reclama\u00e7\u00e3o foi aberta pela concorr\u00eancia ou por vingan\u00e7a.<\/li><div class=\"vc_empty_space\" style=\"height: 8px\"><\/div><li>A resposta para uma mensagem ainda est\u00e1 dentro do prazo definido (8 horas \u00fateis desde o primeiro contato do comprador).<\/li><div class=\"vc_empty_space\" style=\"height: 8px\"><\/div><li>O comprador quer trocar seu produto de autope\u00e7as, vestu\u00e1rio, bolsas e cal\u00e7ados por outro tamanho ou modelo.<\/li><div class=\"vc_empty_space\" style=\"height: 8px\"><\/div><li>Nos casos em que houve registro de entrada n\u00e3o autorizada na conta, transa\u00e7\u00f5es fraudulentas ou suspens\u00e3o incorreta por parte do Mercado Livre.<\/li><\/ul>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Se voc\u00ea leu a lista e a sua reclama\u00e7\u00e3o cumpre com os requisitos para ser exclu\u00edda, voc\u00ea poder\u00e1 <strong>pedir uma revis\u00e3o em Minha conta &gt; Vendas <\/strong>no site do Mercado Livre. L\u00e1, selecione a op\u00e7\u00e3o Ajuda na opera\u00e7\u00e3o com a reclama\u00e7\u00e3o e a equipe de atendimento ao cliente vai ajudar voc\u00ea.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Agora que j\u00e1 conhece as regras de exclus\u00e3o, use-as a seu favor. Voc\u00ea vai evitar ter reclama\u00e7\u00f5es abertas injustificadas e, ao mesmo tempo, vai preservar a sua reputa\u00e7\u00e3o e a confian\u00e7a dos seus clientes.<\/p>\n\n\n\n<style>\n.contenedor-banner-teste {\nbackground-color: #fbfbfb;\nbox-shadow: 0px 0px 8px 0px rgba(0,8,0,0.16);\nmargin: 24px 0px;\ndisplay: grid;\ngrid-template-columns: auto 1fr auto;\nbackground-image: url('https:\/\/www.real-trends.com\/assets\/img\/blog\/fondo-banner-teste.png');\npadding: 24px;\nbackground-repeat: no-repeat;\nalign-items: center;\nbackground-size: cover;\ncolumn-gap: 100px;\n}\n.contenedor-banner-teste img:first-child {\nmax-width: 146px;\n}\n.contenedor-banner-teste div {\ntext-align: center;\n}\n.contenedor-banner-teste h2 {\nfont-size: 22px;\nfont-family: 'proxima_novaregular' , sans-serif;\nline-height: 26px;\nmargin-bottom: 12px;\n}\n.contenedor-banner-teste h2 span {\nfont-family: 'proxima_nova_rgbold';\n}\n.img-banner-teste {\nmax-width: 190px;\nwidth: 100%;\n}\n.contenedor-banner-teste button {\npadding: 8px 16px;\nbackground-color: #4194d8;\nborder: none;\nborder-radius: 4px;\ncolor: #fff;\nfont-size: 14px;\n}\n.contenedor-banner-teste button:hover {\nbackground-color: #236da9;\ncursor: pointer;\n}\n@media screen and (max-width: 600px) {\n.contenedor-banner-teste {\ngrid-template-columns: 1fr;\njustify-items: center;\nbackground-size: auto;\nrow-gap: 16px;\npadding: 48px 24px 24px 24px;\n}\n.img-banner-teste {\nmax-width: 100%;\n}\n.contenedor-banner-teste div {\nmargin: 0px 0px 8px 0px;\n}\n}\n@media only screen and (min-width:600px) and (max-width:1200px) {\n.contenedor-banner-teste {\ncolumn-gap: 40px;\n}\n}\n<\/style>\n<a href=\"https:\/\/www.real-trends.com\/br\/?utm_source=blog&amp;utm_medium=banner&amp;utm_campaign=teste_gratis\">\n<div class=\"contenedor-banner-teste\">\n<img decoding=\"async\" data-src=\"https:\/\/www.real-trends.com\/assets\/img\/logo-rt-01.svg\" alt=\"Real Trends\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" class=\"lazyload\"><noscript><img decoding=\"async\" src=\"https:\/\/www.real-trends.com\/assets\/img\/logo-rt-01.svg\" alt=\"Real Trends\"><\/noscript>\n<div>\n<h2>Gerencie suas vendas no <span>Mercado Livre<\/span><\/h2>\n<button>Testar 30 dias gr\u00e1tis<\/button>\n<\/div>\n<img decoding=\"async\" class=\"img-banner-teste lazyload\" data-src=\"https:\/\/www.real-trends.com\/assets\/img\/blog\/img-banner-teste.jpg\" alt=\"\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\"><noscript><img decoding=\"async\" class=\"img-banner-teste\" src=\"https:\/\/www.real-trends.com\/assets\/img\/blog\/img-banner-teste.jpg\" alt=\"\"><\/noscript>\n<\/div>\n<\/a>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px;\">&nbsp;<\/div>\n<div class=\"vc_empty_space\" style=\"height: 20px;\">&nbsp;<\/div>","protected":false},"excerpt":{"rendered":"<p>Fique por dentro das regras de exclus\u00e3o do marketplace para evitar que as reclama\u00e7\u00f5es n\u00e3o v\u00e1lidas prejudiquem a sua reputa\u00e7\u00e3o. Assim, voc\u00ea vai conseguir se manter bem posicionado e aumentar a confian\u00e7a dos novos compradores.<\/p>\n","protected":false},"author":29,"featured_media":2846,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[123],"tags":[],"class_list":["post-2811","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-mercado-livre"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Evite que reclama\u00e7\u00f5es inv\u00e1lidas afetem sua reputa\u00e7\u00e3o no Mercado Livre<\/title>\n<meta name=\"description\" content=\"Conhe\u00e7a as regras de exclus\u00e3o do Mercado Livre e evite que uma reclama\u00e7\u00e3o inv\u00e1lida afete a sua reputa\u00e7\u00e3o e, assim voc\u00ea se mant\u00e9m bem posicionado.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.real-trends.com\/br\/2020\/10\/22\/como-evitar-que-uma-reclamacao-invalida-afete-sua-reputacao-no-mercado-livre\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Evite que reclama\u00e7\u00f5es inv\u00e1lidas afetem sua reputa\u00e7\u00e3o no Mercado Livre\" \/>\n<meta property=\"og:description\" content=\"Conhe\u00e7a as regras de exclus\u00e3o do Mercado Livre e evite que uma reclama\u00e7\u00e3o inv\u00e1lida afete a sua reputa\u00e7\u00e3o e, assim voc\u00ea se mant\u00e9m bem posicionado.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.real-trends.com\/br\/2020\/10\/22\/como-evitar-que-uma-reclamacao-invalida-afete-sua-reputacao-no-mercado-livre\/\" \/>\n<meta property=\"og:site_name\" content=\"Real Trends Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-10-22T07:00:10+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-02-08T21:24:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2020\/09\/21_blog_portu-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1140\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Natasha\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Natasha\" \/>\n<script type=\"application\/ld+json\" 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