To facilitate sellers to submit evidence for penalty appeals and improve the efficiency of appeals, Shopee recently launched a new feature in the backend of the China Seller Center – the online penalty appeal module. This new feature allows sellers to submit evidence for appeals in the backend of the China Seller Center within 14 natural days of receiving the penalty (including the day). When submitting an appeal, sellers need to provide valid evidence in English, including pictures and documents, and attach an English description to the appeal evidence. The penalty appeal will only take effect if the evidence shows that the violation is not the seller’s responsibility.
Common valid penalty appeal situations include: the package is lost and cannot arrive at the warehouse on time due to the negligence of the courier company, the inability to apply for or print the shipping label due to Shopee system problems, and the seller encounters other force majeure factors, such as earthquakes, floods and other natural disasters.
It is worth noting that there is only one opportunity to submit an appeal for each penalty. Sellers must submit a penalty appeal within 14 natural days after the penalty is generated (including the day it is generated), otherwise they will lose the qualification to appeal. If the appeal is judged to be insufficient, the seller must submit additional evidence within 7 natural days, and there is only one opportunity to submit additional evidence for each penalty. When submitting an appeal, the seller should carefully check the submitted evidence and reasons.
It usually takes about 7 working days to process the appeal, and the final result is subject to the final judgment. For more complex penalty appeals or those that require in-depth investigation, it may take more than 7 working days.
For appeals against prohibited items, empty packages, non-conforming goods, and penalties for stolen pictures reported and verified by others, it is necessary to follow the existing process and appeal in advance at the seller’s self-service station.
It should be noted that SBS overseas warehouse sellers have not yet opened the online appeal module, and sellers need to contact offline customer service to appeal.
In addition, Shopee recently issued a notice on the cleanup of gifts that violate the stocking time setting. In order to strengthen the management of goods, the Shopee platform has updated the add-on discount (add-on purchase) function, requiring that the stocking time (DTS) set for the add-on discount gifts of the full gift type must be lower than the stocking time of the main product. For gifts that violate the stocking time setting, Shopee will gradually permanently delete them starting from August 24, 2023. Sellers are requested to check and adjust the gift settings in the China Seller Center backend as soon as possible if the stocking days are less than or equal to the stocking days of the main product.