In a continuous beta phase, we are constantly reviewing and evolving the user experience on our platform to focus on generating value for users, gaining scale, and growing. Users choose us for the speed of delivery, variety of product portfolios, security of payment methods, data protection, and trust in our platform. To maintain the expected level of service and handle the exponential increase in demand, we act promptly to increase our commercial, logistical, and financial capacity.

Technology is the core of our business. It drives our ecosystem growth and enables innovation, which is paramount to what we do. Technology enables us to reach the scale we need without neglecting the continuous improvement of processes or the security of all our platform users.

Product delivery is key in the user experience. To meet the expected delivery times and geographic coverage, we have developed a robust logistics system.

We provide fast and efficient customer service by maintaining continuous communication with all users through various channels. With a team of over 8,000 specialized customer service representatives we also promote self-service by leveraging machine learning tools to speed up support, provide quality answers, and avoid lengthy processes that could frustrate our users.

We provide fast and efficient customer service by maintaining continuous communication with all users through various channels. With a team of over 9,000 specialized customer service representatives we also promote self-service by leveraging machine learning tools to speed up support, provide quality answers, and avoid lengthy processes that could frustrate our users.

Another important issue for our users is trust in our ability to protect personal and financial information from transactions. For this reason, we have a dedicated department that oversees the updating and enforcement of our Privacy Policy.

In Latin America, there are over 44 million people with disabilities. We work to narrow the gap between our solutions and this community, aligning with our purpose of democratization. We have established an internal accessibility guide, ensuring that our development, design, content, and research teams have clear guidelines, tools, and best practices to incorporate into our products.

In Brazil, Mercado Libre has integrated the VLibras tool to translate content into sign language, with intentions to extend this feature to other markets. Additionally, we are developing a guide for social media and working to minimize barriers in the identity validation process, particularly for individuals with visual impairments.

We offer a Purchase Protection program, which guarantees a refund in case of any problems during the receipt of a product purchased through our platform. Buyers who do not receive their orders, receive a different product than advertised or with defects, or who simply change their minds and want to return the product, are all covered.

Users can initiate a claim within ten days of receiving the product or 21 days from the date of purchase if they have not received the order. In cases of buyer's remorse or product defects, the deadline is extended to 30 days. After initiating a complaint, we review whether the buyer complies with our Terms and Conditions. In Mexico and Brazil, the program also covers purchases from businesses using Mercado Pago as their payment processor, providing a 14-day coverage period from the purchase date if the product isn't delivered.

We aim to have the most valued loyalty program in the region. With this in mind, we launched Meli+ in 2023, our new subscription program that offers the largest and most comprehensive package of benefits in Latin America, tailored to the needs and profiles of our users. Launched initially in Brazil and Mexico, Meli+ subscribers can access millions of products with free shipping and scheduled deliveries at their convenience, along with content from the best streaming and music platforms in an exclusive membership system. For many people, this is their first opportunity to access a subscription channel.