This article explains how the Support service journey works for customers who made a purchase on Mercado Libre and start a support interaction.
Support service focuses on post-sale interactions, when the buyer has already completed a purchase on Mercado Libre and contacts the seller to resolve a question or issue.
Through the native integration between Mercado Libre and Zenvia Customer Cloud, these messages are handled directly within the Zenvia platform, providing more context, organization, and agility for the support team.
2- During the setup, make sure to select Support service under Post-sale. This module cannot be selected for other entry types, such as Questions and Answers.
How the Support service journey works
In general, the journey follows this flow:
The customer makes a purchase on Mercado Libre.
A question or issue arises after the purchase (for example: delivery, product, exchange, or return).
The customer initiates a conversation through Mercado Libre chat.
The message is automatically sent to Zenvia Customer Cloud.
The conversation enters the support inbox.
An agent starts the service and continues the conversation.
Within the conversation, the agent can view important information, such as:
Message origin: Mercado Libre.
Interaction type (Help or Complaint).
Order data, when available.
List of purchased products, if applicable.
This information helps the agent quickly understand the context and resolve the request more efficiently. In addition, the entire process happens in an integrated way, without the customer noticing the platform change.
Types of interactions handled in Support
In Support service, Zenvia Customer Cloud handles two main types of post-sale interactions:
Help (Support)
Interactions in which the customer seeks clarifications or assistance related to the order, such as:
Checking order status.
Verifying delivery time.
Requesting a copy of the invoice.
Requesting an exchange or return.
Questions about payment or shipping.
These messages can be handled by human agents or chatbots, depending on the configuration defined in the integration.
Complaints
More sensitive interactions, usually related to some level of dissatisfaction, such as:
Product not received within the informed timeframe.
Defective or damaged product.
Product different from what was advertised.
Order canceled or returned without refund.
Warranty-related issues.
These conversations are also part of the Support service flow and allow faster action to avoid negative impacts on the store’s reputation within the marketplace.
Important Mercado Libre rules
When assisting Mercado Libre customers, it is important to follow some marketplace rules:
It is not allowed to request personal customer data (such as phone number or email).
Failure to comply with this rule may result in penalties for the store.
When service is provided by a Generative AI Chatbot, the system automatically ignores any data request configuration during the transfer to human support.
Done! Now you understand how the Mercado Libre Support service journey works in Zenvia Customer Cloud.