What to do when you receive a return/refund request due to non-receipt?
We strongly recommend that you contact the buyer and help you find the package if the order has been shipped.
If the order has been received/found, you can ask your buyer to cancel this non-receipt claim. Please note that if you do not take any action within 3 days from the date of filing the non-receipt claim, we will proceed with the refund to the buyer. Before this deadline, please contact “Refund” or “Dispute” in the return/refund details page respectively, talk to your buyer and make sure you have accepted or disputed this non-receipt claim. If you have not shipped the order yet, please click “Refund” in the Shopee App and we will proceed with the refund process. Please note that we will also proceed with the refund to the buyer if you do not take any action within 2 days from the date of filing the non-receipt claim. If the buyer does not cancel the request even if you have already placed the order, please click "Dispute"
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What do I do when I get a return/refund request due to non-receipt claim?
We strongly encourage you to communicate with your buyer and help to locate the package if you have shipped the order.
You could ask your buyer to cancel this non-receipt claim if the order has been received/found. Please be reminded that we will proceed to refund the buyer if there is no action from you 3 days from the date the non-receipt claim is raised. Before this deadline, talk to your buyer and ensure that you have either accepted or disputed this non-receipt claim, by clicking on "Refund" or "Dispute" respectively in the Return/Refund details page. If you have not shipped the order, kindly click on "Refund" in Shopee App and we will proceed with the refund process. Please be reminded that we will also proceed to refund the buyer if there What to do when you receive a return/refund request due to non-receipt package?
We strongly recommend that you contact your buyer and help you find the package when the order is shipped.
If the order has been received/found, you can ask your buyer to cancel this non-receipt claim. Please note that if you do not cancel the request even though you have shipped the order, please tap on "Dispute" at any time before the default refund deadline to reject the buyer’s claim.
What to do when you receive a return/refund request due to non-receipt package?
We strongly recommend that you contact your buyer and help you find the package when the order is shipped.
If the order has been received/found, you can ask your buyer to cancel this non-receipt claim. Please note that if you do not take any action within 3 days from the date the non-receipt claim is raised, we will proceed with the refund to the buyer. Before this deadline, please contact “Refund” or “Dispute” in the return/refund details page respectively to talk to your buyer and make sure you have accepted or disputed this non-receipt claim. If you have not yet shipped the goods, please click “Refund” in the Shopee App and we will continue with the refund process. Please note that if you do not take any action within 2 days from the date of raising the non-receipt claim, we will also proceed with the refund to the buyer. If the buyer does not cancel the request even if you have placed the order, please click “Dispute”
Article source: shopee official website