Automation · Customer service and scheduling
Answer "where is my order?" for Mercado Libre sales over WhatsApp
How an AI agent answers the status of a Mercado Libre order over WhatsApp: it finds the sale by number or by buyer and replies with the real data.
How do I answer the status of a Mercado Libre order without opening the seller panel?
When a buyer writes to your WhatsApp asking about their order, the Met identifies them in the CRM, finds the sale in your Mercado Libre account (by order number, or among the buyer's most recent ones), reads the real order detail and answers with that: what was bought, what status it is in and what is left. Whatever it cannot confirm, it does not invent: it says so and hands the conversation to a person. Every enquiry is noted on the contact, so the second time that buyer writes, nobody starts from scratch.
Where it applies: Colombia. The reference seller account is Mercado Libre Colombia (MCO).
What starts it
When the customer writes
It starts when the buyer writes to your WhatsApp. Nothing is scheduled: the Met assigned to the channel handles the conversation and resolves it inside.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Meli, Marketplace manager
Customer service team
Meli is the Met seeded for Mercado Libre and already carries the order tools of the seller account. Answering for a sale on that channel is exactly his ground.
Channels: WhatsApp · Instagram · Website chat
What you need connected
- Mercado Libre E-commerce and marketplaces
- Meteor CRM CRM and sales
5 steps · 10 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Identify who is writing
Contact search locates the person by phone, name or email, and the full record brings their fields and their history. If they wrote before about another order, that information saves asking for details they already gave, which is the first source of friction in after-sales.
- 2
Find the sale in Mercado Libre
If the buyer gives the order number, the direct query returns the full detail. If they do not have it at hand, which is the usual case, the recent order search on the seller account returns the latest first, and the date and the product identify which one it is. The Met confirms with the buyer before giving information about an order that might not be theirs.
- 3
Confirm exactly what was sold
The listing detail gives price, stock and current status, which is what makes it possible to answer for the right variant when the buyer describes the product in their own words. The recent marketplace event list is there to verify that the order really arrived and is not stuck in the event queue.
- 4
Answer and leave the record
The reply carries what the order says, not a friendly approximation. The Met leaves the internal note of what was checked and tags the contact, so later you can measure how many conversations are marketplace after-sales and how many are new business.
- 5
Escalate what a data point cannot solve
A complaint, a return or a problem order do not get fixed by answering better. The Met changes the contact status and transfers the conversation to whoever handles after-sales. The handoff writes the note, marks the status and pulls the Met out in a single step, which is the only correct way to escalate.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
-
A connected Mercado Libre seller account
You authorize it from Meteor. With that the Met queries orders and listings on your account, and the authenticated seller info confirms it is the right one.
-
A connected WhatsApp channel
A WhatsApp Business API line with the Met assigned. That is where the conversation happens: Mercado Libre's internal messaging is not a Meteor channel.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
-
It does not answer inside Mercado Libre's messaging. Questions and messages within the marketplace are still handled there; this automation lives in your WhatsApp.
-
It does not track the Mercado Envios shipment. It states the status the order reports, not the position of the parcel in the marketplace logistics network.
-
It does not handle claims or returns. It identifies them and passes them to a person, because each one carries consequences for the seller's reputation.
-
It does not cancel or modify orders. The query is read-only; any change to a sale is made in the seller panel.
FAQ
Questions about this automation
No. The marketplace's internal messaging is not connected as a channel. This automation works when the buyer writes to your WhatsApp, which is what happens in most Colombian stores that print their number on the package or the invoice.
It says so. The Met's rule is not to approximate: if the search returns no sale matching what the buyer describes, it transfers to a person instead of giving a plausible answer that has to be walked back later.
The shape does, the tools do not: each marketplace is a separate integration. One Met can have several turned on and search in whichever one the buyer points to.
Keep going
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Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.