Seller Protection Program

1- General Conditions

This Seller Protection Program (the "Program") applies to any Mercado Pago user who has sold tangible goods using the system in compliance with certain product sale and delivery requirements.

Mercado Pago may reimburse a certain amount regarding a specific sale where the relevant payment has been subject to a chargeback or reversal by the user who transferred the Funds, or in any case where the buyer states that they did not receive the purchased item.

2- Requirements to enter the program

In order to be reimbursed, the recipient of the Funds must meet the following conditions (the "Requirements") to be verified by Mercado Pago when it so requires. The recipient user must:

  1. Be registered using their true and updated personalinformation and have a Mercado Pago account at the time of the transaction;

  2. Have received payment into their Mercado Pago account for the sale of tangible goods;

  3. Not have collected any additional amount for accepting Mercado Pago;

  4. Answer Mercado Pago's requests for information within therequired timeframes;

  5. Submit the documents relevant to the differentshipment or delivery cases specified below;

Different product shipment or delivery cases:

In the event of delivery by hand, the recipient of the Funds must have the Item Delivery Form, which may be downloaded from Mercado Pago, signed by the person collecting the item and duly filled out. IMPORTANT: Always check the National Identity Document [DNI] of the person to whom the item is delivered.

In the event of product shipment through his own means, such as freight, courier, etc., the recipient of the Funds must have the Item Delivery Form, which may be downloaded from Mercado Pago, signed by the person collecting the item and duly filled out. IMPORTANT: Always check the National Identity Document [DNI] of the person to whom the item is delivered.

If the product has been sent by mail, the recipient of the Funds must have the Tracking Code slip issued by the company hired to send the product.

For sales exceeding ARS 500, the recipient of the Funds must also have an Acknowledgement of Receipt issued by the hired courier company.

If the seller sends a package to a bus terminal through a transportation company, the recipient of the Funds must have a Shipment Slip issued by the transportation company with the "Consignee's Name" and "DNI" fields duly filled out. IMPORTANT: If the slip's form does not include either of those fields, they must be added at the bottom of the document.

3- Program coverage

The Program will cover Claims for tangible goods only, therefore excluding:

  • Intangible goods.

  • Services.

  • Licenses or access to certain contents.

  • Products other than acquired items.

  • Products prohibited by law and/or the General Terms and Conditions.

  • Payments made with Mercado Pago Point.

  • Any circumstances where the Requirements have not been entirely fulfilled.

4- Claim procedure

Mercado Pago will contact the user after receiving a claim or repudiation of the purchase by the buyer user to request the verification of the Requirements. Once all requirements have been met,Mercado Pago will analyze whether a certain amount in connection with the relevant sale should be reimbursed and will inform its decision.

If Mercado Pago decides to cover the Claim, it will totally or partially reimburse, at its sole discretion, the sum concerned in the claim, chargeback, or reversal made by the buyer user.

Even where a Claim meets all the established requirements, Mercado Pago reserves the right to reject or refuse coverage of any Claim without the obligation to inform or specify any grounds for its decision and without entitling the user to any compensation or redress.

The user covered by the Program waives any court, administrative, or out-of-court action against Mercado Pago and/or Mercado Libre's website for any difference between the damage sustained and the amount received under the Program.

5- Costs

The Program and the coverage afforded by Mercado Pago are completely free of charge, regardless of Mercado Pago's decision regarding the program's applicability.

6- Mercado Pago does not provide insurance

It is hereby expressly stated that Mercado Pago is not an insurance company and it does not provide or offer any insurance through the Seller Protection Program. It only allows Mercado Pago users to be reimbursed a certain amount regarding a specific sale where the relevant payment has been subject to a chargeback, annulment or reversal by the user who transferred the Funds, or where the buyer states that they did not receive the purchased item, provided the recipient of the Funds fulfills the applicable requirements.

7- Prohibitions

Users may not incur, at Mercado Pago's sole discretion, in malicious or fraudulent conduct to benefit from the program or connive with other people or users to obtain coverage.

These activities, and reiterated Claims, will be investigated by Mercado Pago, and the infringer, or the user who received several claims, may have their Mercado Pago and Mercado Libre accounts suspended or banned, without prejudice to any legal action that may be brought for the commission of crimes or infractions, in addition to the relevant civil lawsuits and criminal complaints.

8- Changes to the program. Term

Mercado Pago may change the Terms and Conditions and/or requirements and other conditions of the Program at any time by publicly announcing the modifications on the Site and/or informing the modifications via e-mail to the buyer's main address. All modified terms will be effective upon their publication.

In addition, Mercado Pago reserves the right to discontinue, terminate, cancel, and temporarily or permanently suspend the Program without entitling users to any claims, even where any such claims may have already been filed.

9- Jurisdiction and applicable law. Address

This agreement will be governed by the laws in force in the Republic of Argentina. Any dispute arising from this agreement, its existence, validity, interpretation, scope, or performance shall be submitted to the ordinary courts in the City of Buenos Aires.

The address of Mercado Libre S.R.L. is set at Av. Caseros 3039, Piso 2, PC 1264, Parque Patricios, CABA.

 

In case of conflict between this English version with the Spanish one, the Spanish versión shall prevail.

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