In Mexico, every purchase on Mercado Livre generates a tax invoice. By default, the platform issues a generic invoice that contains only the buyer's name and serves for warranty purposes.
When the buyer has an RFC (Mexico's individual taxpayer registration), they can request a nominal invoice with their tax details, used for tax deductions. The problem: there was no self-service. Any change to an invoice required contacting support.
This generated over 2,000 requests a month, with rising operational cost and a frustrating experience for users, who had to wait for a human agent to resolve something they could have handled on their own.
The scope was the 1P model: Mercado Livre buys inventory directly from brands and stores it in fulfillment centers. All invoices in this model are issued by the platform itself.
Beyond solving the immediate problem, the goal was to create a replicable foundation for other countries, cutting design and development time. The flow was structured around three pillars.
The full flow: the user opens the purchase details, clicks the "change tax invoice" link on the download card, fills in their tax details with the Global Billing Info form, reviews a confirmation modal, and receives the updated invoice by email once processed.
The solution works on mobile and desktop, with the same interaction principles adapted to each platform's context. The card component was designed to support one or multiple document types, which enables replication for Brazil, where the user can download more than one type of invoice.
The most important design decision was to use the existing Global Billing Info instead of building a new form. It isn't glamorous, but it's what made the project replicable across every country in Latin America with minimal additional effort.
Scalability isn't a stated product goal. It's a consequence of design decisions that think beyond the immediate flow.
A 30-minute call is enough to see if there's a fit.