Elevating seller success: reputation threshold adjustment

During my time as UX Content Leader at Mercado Libre, I led various initiatives within the Seller Experience - Reputation project. A standout achievement was the strategic communication plan for Reputation threshold adjustment. This project aimed to ensure sellers were well-informed about upcoming changes in reputation rules, how these changes could impact their reputation record, and what proactive measures they could take to maintain a positive standing with potential buyers on Mercado Libre.

Empowering sellers: reputation thresholds adjustment project

As UX Content Leader at Mercado Libre, I played an essencial role in the Seller Experience - Reputation project, and one of the noteworthy endeavors within this initiative was the comprehensive Reputation Thresholds Adjustment project. Our goal was clear: to provide sellers with transparent, timely, and personalized communication regarding impending changes in reputation rules. We wanted sellers to understand how these changes could affect their reputation record and, more importantly, equip them with the knowledge to take proactive measures to maintain a positive standing with potential buyers within the Mercado Libre marketplace.

Our strategic communication plan covered a range of formats, including pop-ups, alert messages, notifications, and emails, all tailored to ensure that sellers received relevant information segmented by factors such as when the thresholds adjustments would occur, and their specific implications for the sellers' current reputation level with the changes and some advises in the cases that the level of reputation would be affected.

A central component of this project was the creation of a dedicated landing page featuring a simulator. This simulator allowed seller-users to visualize the real-time impact of thresholds adjustments on their reputation. By inputting various scenarios, sellers could understand how their reputation might change, helping them make informed decisions to maintain a positive reputation in the eyes of potential buyers.

The project also entailed the modification of several articles and support materials. These changes further enhanced sellers' understanding of the reputation threshold adjustments and how to navigate them effectively.

Take a look at some of the articles and FAQs that are in the public domain (the rest of the material cannot be shared due to confidentiality policies):

Articles:

Learn all about reputation

• Tips to prevent your buyers from opening a complaint

• Tools to resolve complaints and take better care of your reputation

• Ship your orders at time: the key for a good reputation

• Learn about the exclusion rules to your orders with complaints

• Avoid cancellations in your orders by following these 4 tips

• What is necessary to be a MercadoLeader

• Seller reputation: learn how it works

Aprende todo sobre reputación

• Por qué es importante la reputación del vendedor

• Qué necesitas para ser MercadoLíder

• Consejos para evitar que tus compradores inicien un reclamo

• Herramientas para resolver reclamos y cuidar tu reputación

• Evita cancelaciones en tus ventas siguiendo estos 4 consejos

• Despachar a tiempo: la clave para una buena reputación

• Conoce las reglas de exclusión

FAQs:

What has changed in Reputation?

• How does Reputation work?

• Useful information about complaints and your Reputation

• How does MercadoLeader system work?

• What are the complaint exclusion rules

Cuáles son los cambios en Reputación

• Qué es y cómo funciona la reputación como vendedor

• Qué se tiene en cuenta para calcular mi reputación

• Todo sobre ser MercadoLíder

• Cuáles son las reglas de exclusión de reclamos