Connecting Mercado Libre

What your Clone does on Mercado Libre

Each kind of conversation lands in its own place in IcloneU and follows its own rules:

• Questions on your listings. A listing works like a post and a buyer's question like a comment on it, so questions appear in Post replies. The Clone's answer is published on the listing, where every later visitor can read it, and IcloneU ends it with the ✨ AI identifier. Mercado Libre takes one answer per question, of up to 2,000 characters.
• Post-sale messages. When a buyer writes to you about a purchase, the conversation appears in Messages with a Message badge. On Mercado Libre only the buyer can start this conversation; the Clone answers inside it, in messages of up to 350 characters, the cap Mercado Libre sets for a seller.
• Claims. When a buyer opens a claim, IcloneU opens a separate conversation for it in Messages, with a Claim badge. There the Clone only drafts: every reply waits for a person, and the conversation goes to your team as a handover. See Claims.

What the Clone works from. For a question: the listing's title, the price buyers see (a promotional price included) and whether it's in stock, nearly gone or sold out — never an exact unit count. IcloneU reads the price and stock again when what it holds is more than an hour old. For a post-sale message: the order the buyer is writing about — its status, payment, shipment, tracking number and estimated delivery. The Clone never gives the delivery street address or the buyer's phone, and when a fact isn't there it says it will check with the team instead of guessing.

Your Clone's knowledge, tone and handover settings apply here as on any channel. Mercado Libre adds rules of its own about what a seller may write, and IcloneU holds a reply that breaks them — see Mercado Libre's rules for seller replies.

Before you start

• A seller account on Mercado Libre México, and its login. You sign in to Mercado Libre during the connection.
• A Clone to answer with. Without one, the connection can't be switched on.
• The ✨ AI disclosure on your listings — see The AI identifier on Mercado Libre. You confirm it before the Clone can go live.
• Permission to manage Connections on your team. Mercado Libre is on every paid plan.

Connecting your seller account

1. Start a new connection

   Open Connections, click New connection and pick Mercado Libre.

2. Read the window and continue

   A window titled Connect your Mercado Libre account explains that IcloneU will send you to Mercado Libre to authorize access to your account data. Click Connect Mercado Libre.

3. Sign in and authorize at Mercado Libre

   Sign in as the seller account you want to connect and authorize IcloneU. Finish within about 10 minutes: IcloneU keeps the sign-in it started for that long, and after that it can't complete it.

   Connecting a second seller account

   Each connection is one seller account. To connect another, start a new connection and sign in to Mercado Libre as that seller.

4. Connect the account

   Back in IcloneU, the page lists your seller account by its Mercado Libre nickname. Click Connect. The connection is saved and its Account options panel opens straight away.

5. Switch the Clone on

   A new Mercado Libre connection starts Disabled. Turn it on in that panel, as the next section shows.

If you come back from Mercado Libre without authorizing, IcloneU opens its home page and nothing is connected; start again from New connection.

Switching the Clone on

The panel that opens after you connect is the connection's Account options. To come back to it later, select the connection on the Connections page and click Settings.

1. Check Enabled and the Clone

   Enabled is shown on and the account's Clone is picked in Clone; choose another Clone if you want. If you own no Clone yet, the switch stays off and greyed out — create one first. While you're still setting up your clone in the IcloneU app, the switch is off and greyed out too, with the note "This connection turns on by itself when you tap Activate in the app, the last step of setting up your clone."

2. Confirm the AI identifier

   On the AI identifier ✨ card, switch on I have added the ✨ AI identifier and disclosure to this profile. Until you do, Save stays greyed out and the card reads "Required before enabling this integration."

3. Save

   Click Save. That Save is what turns the connection on: the row on the Connections page changes from Disabled to Active. Close the panel with Cancel or × instead and the connection stays Disabled: questions and messages that arrive meanwhile are ignored, not stored.

The same panel holds the rest of the connection's settings. On Mercado Libre:

• Response authorizations required for — the reply types you tick here are the ones that wait for you: always for answers on your listings, and for post-sale messages when Direct-message review is Hold until approved or Auto-send after a delay. A new connection starts with no type ticked. The card's own note speaks only of post comment replies, but on Mercado Libre the ticks count for post-sale messages too.
• Direct-message review — what happens to the Clone's post-sale replies whose type is ticked above: Send immediately (they go out at once), Hold until approved (they wait for you), or Auto-send after a delay (they wait, and you can approve, edit or cancel them before they go). With Hold until approved or the delay, a reply that asks for a handover to your team waits too, whatever you ticked. With no type ticked, every other post-sale reply goes out without waiting for you. IcloneU applies no 24-hour reply window to Mercado Libre, so a held message doesn't expire.
• Post options — on Mercado Libre this card has one switch, Limit which posts I respond to, and below it the muted keyword fields. Switch it on and enter keywords, and the Clone answers questions only on listings whose title starts with one of them (the first word of the title is compared, ignoring case). With no keyword entered, every listing is answered.
• Muted comment keywords — a question containing one of these words gets no reply from the Clone; a question that also contains one of the words in Muted keyword exceptions is answered as usual.
• Reply timing — the team's schedule and delay, or one of the connection's own.

More on each setting in Assigning a Clone to a platform, and on approving held replies in Reviewing and editing AI responses.

The AI identifier on Mercado Libre

IcloneU's AI Policy asks you to tell buyers that an AI assistant is involved. On Mercado Libre that works in two parts:

• On every answer, automatically. IcloneU ends every answer your Clone publishes on a listing with ✨, so the identifier shows right where the AI speaks. Post-sale messages and claim replies are private and don't carry it, and neither does an answer a person writes.
• On your listings, by you. Add the disclosure line ✨ Some responses are generated by an AI assistant · IcloneU at the end of the description of each listing your Clone answers on — new listings too. That way the notice is there before anyone asks, including for buyers who only ever write to you after buying.

Then confirm it in the connection's Account options, as in Switching the Clone on. The switch speaks of "this profile" on every channel; on Mercado Libre it means your listings. IcloneU records when you confirmed and sends a reminder to check it 7 days after the connection goes live. More in Adding the AI identifier.

Mercado Libre's rules for seller replies

Mercado Libre rejects a seller's answer or message that carries contact details or tries to take the buyer elsewhere, and then the buyer never sees it. Your Clone is told to follow these rules on Mercado Libre, even if its instructions say otherwise for your other channels:

• No phone or WhatsApp number, email address, link, website or social media handle — not even yours, and not even when the buyer asks for it.
• No invitation to talk elsewhere ("write to us on WhatsApp", "find us on Instagram"): if something can't be solved there, the Clone says the team will follow up through Mercado Libre.
• No prices from your other sales channels: the Clone quotes the listing's or the order's price.
• No request for the buyer's contact details, and in answers on your listings no offer to sell outside Mercado Libre.

Length and characters. The Clone is told the limit — 2,000 characters for an answer on a listing, 350 for a message. IcloneU cuts a longer post-sale message or claim reply, at a space where it can, and ends it with ...; it cuts an answer on a listing the same way only when the answer is published the moment the Clone writes it. An answer that waited — held for approval, delayed by Reply timing or sent again after a failed try — goes out uncut, and Mercado Libre turns down an answer over 2,000 characters, so keep an answer you edit within the limit. Before sending, IcloneU also turns typographic characters Mercado Libre doesn't accept (long dashes, curly quotes, the ellipsis) into plain ones and drops other unsupported characters; emoji are kept. Replies are text only.

Claims

A claim is a formal dispute with a deadline, and what the seller promises in it counts. So IcloneU never lets the Clone answer one on its own:

1. The claim opens its own conversation

   When a buyer opens a claim, IcloneU starts a conversation for it in Messages, separate from the buyer's post-sale thread, with the Claim badge and a red Claim tag. The buyer's messages arrive in it; messages from Mercado Libre's mediator start with "[Mercado Libre]", and the names of attached files are listed in brackets. If the buyer picked a reason without writing anything, the conversation opens with a summary line starting "[Reclamo abierto]", with the reason and what the buyer expects.

2. The Clone drafts, a person decides

   The Clone drafts a reply to each new message, and the draft waits as Pending authorization whatever your review settings. The conversation is marked Handover requested with the reason A Mercado Libre claim needs a person's reply, even when your Clone's handover is off. The draft never promises a refund, return, replacement or compensation, never asks the buyer to close the claim or to contact you outside Mercado Libre; it may say the team is reviewing the claim and will answer inside it.

3. Approve, edit, or write your own

   Approve the draft as it is, edit it first, or write your own reply. It's sent inside the claim on Mercado Libre: to the buyer, or to the mediator once Mercado Libre is mediating. Replies are held to the same 350 characters as post-sale messages. Once the claim leaves you no message to send (it's closed, or it became a return), the reply isn't sent.

4. Resolve it in Mercado Libre

   Refunds, returns and the other resolutions are decided in Mercado Libre, not in IcloneU. When Mercado Libre closes the claim, IcloneU adds a line saying how it closed and marks the conversation resolved.

Above the conversation, a bar shows the claim: Mercado Libre claim # and its number, the stage (Between buyer and seller, In mediation with Mercado Libre, and so on), the reason, what the buyer expects, the order, the deadline (red while it's your turn to act, and solid red once it has passed; hover it to see whose turn it is) and, when the claim is on an order, Open in Mercado Libre, which opens that order in your seller panel. While Mercado Libre mediates, the bar reminds you that Replies go to the Mercado Libre mediator, not to the buyer.

A claim that was already closed when IcloneU first heard of it is recorded but opens no conversation: there's nothing left to answer.

Finding Mercado Libre conversations

• Questions are in Post replies, under the listing they were asked on. Next to the date the listing shows its price (hover it: Price on the Mercado Libre listing) and its stock, such as 3 available or Out of stock.
• Post-sale messages and claims are in Messages. Once your list has a Mercado Libre conversation, a filter appears with All cases, Messages and Claims.
• The order card. Above a post-sale conversation, a card shows the purchase: order number, status, product, total, date, buyer, payment, shipment, tracking number (with a copy button), estimated delivery, destination city and state, and View in Mercado Libre. When the buyer has written about several orders, a picker in the card's header lists them, each as "Order {number} · last message {when}"; the card opens on the one behind the latest message. The refresh button reads it again from Mercado Libre.
• Replies you give in Mercado Libre. An answer you type in Mercado Libre's own panel to a question IcloneU holds, or a message you write to a buyer there, shows in the conversation as a team reply with the pill Replied on Mercado Libre, and any AI reply still waiting for that question is cancelled. A reply you write inside a claim in Mercado Libre is different: it doesn't reach IcloneU, so the claim conversation doesn't show it and the Clone's held draft keeps waiting; don't approve it as well.

What the Clone can't do on Mercado Libre

• Start a conversation. It answers the questions and messages buyers send; a new sale doesn't make it write.
• Send files, photos or links. Replies on Mercado Libre are text only, and links are held (see above).
• Read what a buyer attaches to a post-sale message. The Clone gets the text of the message.
• Change an answer. Mercado Libre takes one answer per question, and IcloneU can't edit or delete an answer once it's published.
• Resolve a claim, refund or cancel. Those happen in Mercado Libre.
• Greet buyers. The greeting set on the Clone's Identity tab isn't sent on Mercado Libre.
• Work on other Mercado Libre marketplaces. México only, for now.

Disconnecting and reconnecting

To disconnect, select the connection on the Connections page and click Remove. Your conversation and post history is kept and reattaches if you connect the same seller account again; tick Also permanently delete all conversation and post history for this account to erase it instead (that can't be undone). From then on, IcloneU ignores what Mercado Libre sends about that seller account. Removing changes nothing in your Mercado Libre account itself.

To reconnect an existing connection — for example when IcloneU can no longer read your account — select it and click Reconnect. You sign in to Mercado Libre again, IcloneU renews its access, and the connection keeps its Clone, settings and ✨ confirmation.

A seller account you remove and connect again is a new connection: it starts Disabled and needs the ✨ confirmation again.

Errors when connecting

• Marketplace not supported yet — "IcloneU currently supports Mercado Libre México sellers only." The seller account you signed in with sells on another Mercado Libre marketplace, and the message names it. Nothing was connected.
• Error authenticating user — "An error occurred while authenticating the user for the account." IcloneU couldn't finish the sign-in, most often because more than about 10 minutes passed at Mercado Libre. Start again from New connection and complete the sign-in in one go.
• Account already registered — that seller account is already connected to another IcloneU account. Remove it from that IcloneU account first, or work from that account.
• Platform has no accounts — after the sign-in, Mercado Libre didn't give IcloneU access to the seller account, or its profile couldn't be read. Start again from New connection in a few minutes.
• Missing Permissions — the return from Mercado Libre was incomplete. Start again from New connection.
• Error loading accounts — something unexpected went wrong while IcloneU loaded your seller account; the message gives the detail. Try again, and contact support if it repeats.

If the connection is Active but the Clone isn't answering, check My AI Clone isn't responding: a held reply, a muted keyword, a listing outside Limit which posts I respond to or a handover in progress are the usual reasons.

Frequently asked