Mercado Livre: offensive responses on social media generate controversy 1

Mercado Livre: offensive responses on social media generate controversy

The official profile of Free market faced a turbulent Saturday on Twitter, currently known as platform X, when customers turned to the social network to express their complaints regarding a promotional action by the company.

However, what drew the most attention were not the problems with activating coupons, delays in confirming payment or problems with shipping, but rather the automatic responses that generated controversy.

‘It was all a misunderstanding’

The situation unfolded due to a mistake, in which users changed their usernames to offensive phrases, resulting in the company replicating these phrases in its automated responses.

In an official statement, Mercado Livre clarified:

“Mercado Livre’s profile was not hacked. The offensive comments that appear in replies to users on the profile were also not written by our teams.”

Mercado Livre: offensive responses on social media generate controversy 4

Official tweet from the company explaining what happened. – Image: Twitter/X/Reproduction

The company explained that the incident resulted from some users who changed their names to offensive phrases, which were reproduced in the automatic responses on the company’s page on the platform.

“We have already resolved this issue, but we remain here attentive to ensure that users also have the best experience on our network. If any user needs any support, they can contact us through our Customer Service Center on the App/Website”, concluded Mercado Livre in its note.

Mercado Livre, known as MercadoLibre in Latin America and Mercado Libre in Brazil, is a technology company of Argentine origin, based in Uruguay. It offers e-commerce solutions in 18 countries and has approximately 30 thousand employees.

Recognized as the most popular e-commerce site in Latin America in terms of number of visitors, the company maintains operations in several countries in the region, accumulating millions of users in its ecosystem.

The recent controversy, although clarified by the company, highlights the importance of monitoring and maintaining the quality of interactions in digital platformsseeking to provide the best possible experience for users.

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