Buyers can submit a return/refund request on the Shopee platform for the following situations before clicking “Confirm Receipt”:
1) The buyer did not receive the goods.
2) The buyer received goods that did not match the order (such as size, color, category and order).
3) The buyer received damaged or defective goods. After the buyer initiates the application, the order will enter the “Return/Refund” status, and the seller will receive an email reminder for return/refund. The seller can click the “Respond” button to enter the order details interface to view the buyer’s return/refund reason.
4) For orders that agree to the buyer’s return/refund application, the seller can click “Refund” to refund the buyer. For orders that need to be disputed, you can choose “Submit Dispute to Shopee” to apply for Shopee after-sales customer service to intervene.
Note: The seller needs to complete the “Respond” operation within the specified time, otherwise the system will automatically agree to refund the buyer.
Common return/refund issues:
1. How to deal with the buyer’s application for a partial refund?
Except for the Thai market, other markets can refuse the refund after the buyer applies for a refund, and the local customer service will intervene to operate the partial refund. The Thai market does not provide partial refund services for the time being.
2. How to return packages from other markets to China?
1) Malaysian market. Packages from the Malaysian market cannot be returned to China through SLS for the time being. Sellers need to negotiate with buyers about the return method and cost sharing before returning the goods.
2) Indonesia, Thailand, Philippines, Singapore, and Vietnam markets. Non-cash on delivery orders of US$20 or more can be returned, but the seller’s consent is required, and the seller needs to pay US$8 for the return shipping fee; orders below US$20 are not returnable.
3) Cash on delivery orders in Indonesia, Thailand, and Vietnam markets. For orders of $20 or more, if the buyer refuses to accept the goods, the Shopee platform will not charge a return fee and the goods will be returned to the seller. This service is not available for orders below $20.