Sell with confidence on Mercado Sales. Seller Protection helps eligible independent sellers list accurately, ship safely, document their transactions, and receive payment after successful delivery.
Seller Protection applies only to eligible transactions completed and paid for through Mercado Sales. It is subject to this policy, our Terms of Service, Marketplace Guidelines, Shipping Guidelines, and all other applicable policies.
Sell With Confidence
Seller Protection helps eligible independent sellers list accurately, ship safely, document their transactions, and receive payment after successful delivery.
Listing an item on Mercado Sales is free. When an independent seller completes a sale, a flat 10% selling fee applies to the completed item price and any buyer-paid shipping.
Seller Protection is not insurance and does not guarantee payment or reimbursement in every situation.
How Seller Payments Work
Mercado Sales securely processes the buyer’s payment and holds the seller’s proceeds while the transaction remains open.
Eligible proceeds generally become available when:
Delivery Confirmed
USPS, UPS, or FedEx confirms delivery.
Buyer Accepts or Rates
The buyer accepts or rates the order.
72 Hours After Delivery
Seventy-two hours pass after carrier-confirmed delivery without an eligible Buyer Protection claim.
A payout may remain unavailable while a return, cancellation, chargeback, identity review, policy investigation, negative balance, or other authorized hold is pending.
Seller Protection Requirements
To qualify for protection, the seller must:
Possess the Item
Possess and control the item before listing it.
Legal Right to Sell
Have the legal right to sell the item.
Accurate Description
Accurately describe the brand, model, condition, size, materials, origin, identifying details, accessories, and defects.
Actual Item Photos
Use photographs showing the actual item.
Disclose Material Conditions
Disclose damage, alterations, missing components, wear, odor, or other material conditions.
Use Mercado Sales
Complete payment and transaction communications through Mercado Sales.
Ship to the Order Address
Ship only to the address shown in the Mercado Sales order.
Use Supported Carriers
Use USPS, UPS, or FedEx.
Enter Tracking Within 48 Hours
Enter a valid tracking number within 48 hours after payment is confirmed.
Carrier Acceptance Scan
Obtain a carrier acceptance scan within the applicable handling period.
Package Properly
Package the item according to Mercado Sales and carrier requirements.
Retain Evidence
Retain shipping receipts, photographs, serial numbers, and other evidence.
Respond Promptly
Respond promptly to Mercado Sales requests.
Follow Applicable Rules
Comply with all laws, carrier requirements, and Mercado Sales policies.
Entering a tracking number does not mean an order has shipped. The number must correspond to the actual order and show verifiable carrier activity.
Shipping Labels and Carrier Insurance
Mercado Sales does not currently provide, sell, or issue prepaid shipping labels.
Independent sellers are responsible for:
- Purchasing their USPS, UPS, or FedEx label;
- Selecting the correct service;
- Entering accurate weight and dimensions;
- Paying postage and carrier adjustments;
- Purchasing appropriate carrier insurance;
- Selecting signature confirmation when appropriate; and
- Filing carrier claims for loss or shipping damage.
Mercado Sales does not provide automatic Shipping Protection for seller-purchased labels.
If an item is lost or damaged during transit, Seller Protection does not guarantee payment to the seller. The seller may be responsible for refunding the buyer and seeking reimbursement from USPS, UPS, FedEx, or the seller’s insurance provider.
Sellers should purchase sufficient carrier insurance for expensive, fragile, collectible, or luxury items.
Valid Tracking Requirements
Tracking must:
Valid Tracking
- Be issued by USPS, UPS, or FedEx.
- Correspond to the actual order.
- Show carrier acceptance and shipment activity.
- Show delivery to the city, state, and ZIP Code associated with the Mercado Sales order.
- Remain accessible through the carrier’s official tracking system.
- Not be recycled, altered, duplicated, or used for another transaction.
Tracking Problems
- Missing tracking.
- Late or invalid tracking.
- Tracking unrelated to the order.
- Manipulated tracking.
- Tracking that cannot reasonably verify shipment and delivery.
- Redirected or rerouted packages without Mercado Sales authorization.
Mercado Sales may deny protection when tracking is missing, late, invalid, unrelated, manipulated, or cannot reasonably verify shipment and delivery.
Packaging Requirements
Sellers must package items so they can withstand ordinary carrier handling.
Before shipment, photograph:
- The item’s condition;
- Serial numbers or identifying marks;
- Included accessories;
- The item inside its protective packaging;
- The sealed package; and
- The attached shipping label.
Proper Packaging
Use appropriate cushioning, fill empty space, protect fragile components, and seal every opening with durable shipping tape.
Seller Protection may be denied if inadequate packaging contributed to loss or damage.
Accurate Listings and Authenticity
Seller Protection applies only when the listing accurately represents the item.
Authenticity Documentation
For branded or luxury items, sellers should retain:
- Proof of purchase;
- Serial numbers or date codes;
- Manufacturer documentation;
- Authentication records, when available; and
- Clear photographs of labels and identifying details.
Prohibited Products
Counterfeit, replica, unauthorized, stolen, or falsely branded products are prohibited.
Mercado Sales does not independently authenticate or guarantee every branded item unless a specific authentication service or guarantee is expressly stated in the listing.
Buyer Claims
If a buyer opens an eligible claim, Mercado Sales may pause transaction completion and hold the seller’s proceeds.
The seller may be required to provide:
Listing Photographs
Provide the photographs used in the listing.
Pre-Shipment Photographs
Provide photographs documenting the item before shipment.
Packaging Photographs
Provide packaging photographs when requested.
Carrier Evidence
Provide the carrier receipt and tracking.
Identifying Details
Provide serial numbers or other identifying details.
Proof of Purchase
Provide proof of purchase or ownership.
Buyer Communications
Provide communications with the buyer.
Other Evidence
Provide other relevant evidence requested by Mercado Sales.
Requested information must generally be submitted within 24 hours, unless Mercado Sales approves additional time.
Failure to respond or provide sufficient evidence may result in approval of the buyer’s claim.
Approved Returns
When a return is approved, Mercado Sales will provide return instructions to the buyer and seller.
Mercado Sales does not currently issue prepaid return labels. The return instructions will identify:
- The return address;
- The authorized carrier;
- The shipping deadline;
- Tracking requirements; and
- Which party is responsible for reasonable return-shipping costs.
The seller must maintain a complete and accurate return address.
Refusing an authorized return or providing an incorrect or undeliverable address may result in completion of the return, refund of the buyer, and denial of seller payment.
Returned Item Protection
An authorized return should contain the same item in substantially the same condition in which it was shipped.
After receiving a return, the seller must inspect it immediately. If the returned item is damaged, incomplete, altered, counterfeit, or different from the original item, the seller must contact Mercado Sales within 24 hours after carrier-confirmed return delivery and before the return is finalized.
Provide:
- Photographs of the unopened return package;
- Photographs of the shipping label;
- Photographs of the internal packaging;
- Photographs of the returned item;
- Serial numbers or identifying details;
- A description of the discrepancy; and
- Original pre-shipment photographs.
Do not repair, alter, use, resell, or discard the returned item while Mercado Sales reviews the issue.
Mercado Sales may deny a buyer’s refund, release eligible proceeds, issue a partial adjustment, or take another appropriate action based on the evidence. Seller reimbursement is not guaranteed.
Package Marked Delivered
If USPS, UPS, or FedEx confirms delivery to the address associated with the order, Mercado Sales may consider the seller’s shipping obligation completed.
When a buyer reports that a delivered package was not received, Mercado Sales may review:
- Tracking and acceptance records;
- Delivery address information;
- Carrier GPS scans;
- Delivery photographs;
- Package weight and dimensions; and
- Information from the buyer, seller, or carrier.
Confirmed delivery does not automatically guarantee seller payment. Mercado Sales will determine the outcome using the available evidence and applicable policies.
Chargebacks and Payment Disputes
A buyer’s bank or payment provider may initiate a chargeback or payment dispute independently of Mercado Sales.
Seller Responsibilities
Mercado Sales may hold or deduct seller proceeds while responding to a dispute.
Sellers must promptly provide requested evidence, including tracking, delivery confirmation, listing information, messages, receipts, and photographs.
Seller Protection does not guarantee that a bank or payment provider will decide a chargeback in the seller’s favor.
Amounts lost through a chargeback may be deducted from the seller’s balance or future proceeds when permitted by Mercado Sales policies and applicable law.
Transactions Not Eligible for Protection
Seller Protection may be denied when:
- The item was prohibited, counterfeit, stolen, or materially misrepresented.
- The seller did not possess the item.
- Unauthorized drop-shipping was used.
- Payment or communication occurred outside Mercado Sales.
- The item was shipped to a different address.
- Tracking was missing, invalid, late, recycled, or unrelated.
- The package lacked a timely carrier acceptance scan.
- The seller used an unsupported carrier.
- The package was inadequately packed.
- The seller failed to purchase appropriate carrier insurance.
- The seller redirected the package.
- The seller failed to respond to an investigation.
- The seller provided false or altered evidence.
- The transaction involved fraud or manipulation.
- The seller violated a Mercado Sales policy.
- The transaction involved international shipping.
Negative Balances
The seller is responsible for refunds, chargebacks, payment reversals, carrier adjustments, and other amounts arising from the seller’s transactions.
Mercado Sales may recover an amount owed by:
- Deducting it from a Pending or Available Balance;
- Applying proceeds from future sales;
- Holding or offsetting a payout when permitted;
- Charging an authorized payment method when legally permitted; or
- Requesting repayment.
Selling and payout privileges may be restricted while a negative balance remains unpaid.
Seller Protection Abuse
Attempting to manipulate Seller Protection is prohibited.
Examples include:
- Submitting false tracking;
- Fabricating photographs or receipts;
- Shipping an empty or different package;
- Misrepresenting an item’s condition or authenticity;
- Coordinating fraudulent transactions;
- Creating additional accounts to avoid restrictions;
- Filing knowingly false carrier or transaction claims.
Abuse may result in denial of payment, recovery of funds, account restrictions, permanent closure, or legal action.
Contact Mercado Sales
For shipping, returns, buyer claims, or payout assistance, contact Mercado Sales.
Include the relevant order number and supporting evidence when contacting support.
