Cancel Free Market purchase possible on Android or iPhone (iOS) apps. The feature is useful in case of regret or problems such as misplacement of goods, product different from advertised, defective or damaged in transportation. If the product has already been received, you will need to return it for a refund of the amount paid. The seller himself may reverse the money, but if the parties cannot reach an agreement, the Free Market will mediate the claim.
In the following tutorial, learn how to open a Free Market purchase cancellation request from your mobile phone. The procedure was performed on an iPhone XR with iOS 13, but the tips also apply to the version of the app for the Google system.
How to complain on the Free Market by mobile
Learn how to cancel a Free Market purchase by mobile Photo: Reproduo / Helito Beggiora
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Step 1. Open the Free Market app on mobile and tap on the cone in the bottom right corner of the screen. Go to "Shopping" and find the item you want to cancel. At the bottom of the screen, touch "I need help";
Find the purchase you want to cancel at Mercado Livre Photo: Reproduction / Helito Beggiora
Step 2. Select "I have a problem with the product" and then tap "I want to cancel the purchase";
Canceling in-app purchase from Mercado Livre Photo: Reproduo / Helito Beggiora
Step 3. Inform if you received or not the product. Remember that if the goods have already been delivered, you will need to return it. Then choose the reason for the cancellation;
Enter reason for cancellation in Mercado Livre app Photo: Reproduction / Helito Beggiora
Step 4. Explain the details of your issue or why you are canceling your purchase and tap "Continue". If you wish, you can attach photos. Finally, tap "Start Complaint".
Enter problem details in Mercado Livre app Photo: Reproduction / Helito Beggiora
Now just wait until the seller is notified of your order cancellation request and take the necessary actions. If there is no response within five days, the Free Market will mediate the dispute. You can follow the progress of your request by email.
Step 1. After returning the product, if necessary, and getting your money back, you can finalize the claim. To do so, in the email, touch "View Complaint." On the complaint page, click "End Complaint";
Access the complaint page in the Free Market app Photo: Reproduction / Helito Beggiora
Step 2. Select "He returned the money" and finally tap "Continue" to confirm.
Completing Complaint in Free Market app Photo: Reproduction / Helito Beggiora
These are the deadlines for the most common complaints set by the platform:
- 60 calendar days to initiate a claim, counting from payment approval;
- Ten days from payment identification for products not yet shipped;
- Ten days from receipt of product in case of regret.
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