1. How to handle refund and return requests
① Buyers can submit refund and return requests on the Shopee platform for the following situations before clicking the “Confirm Receipt” button.
a. The buyer did not receive the goods.
b. The buyer received the wrong product (wrong size, color, category). c. The buyer received damaged or defective products.
② After the buyer initiates the application, the order will enter the Return/Refund, and the seller will also receive an email reminder. The seller can click the Respond button of the return and refund order to enter the order details interface to view the reason for the application.
③ The seller can click the Refund button to refund the buyer, or choose Submit Dispute to Shopee to file a dispute with the Shopee platform, and Shopee customer service will intervene to handle it.
【Note】
The seller needs to complete the Respond response operation within the specified time, otherwise the system will automatically refund the buyer.
2. Common process of return and refund
Common process of return and refund.
3. How to handle returns beyond the return guarantee period
If the buyer wants to initiate a return and refund after the return guarantee period, he/she needs to provide sufficient evidence. Each site has the conditions for applying for a return and refund after the return guarantee period.
If the return guarantee period is exceeded, the seller responds within two days after the buyer submits the return and refund application to the seller. Shopee customer service will handle it according to the return and refund process based on the seller’s response.
If the return guarantee period is exceeded, the seller does not respond to the buyer within two working days after the buyer submits the return and refund application to the seller, and the value of the returned goods is equal to or less than US$5, Shopee local customer service will verify whether the buyer is eligible for return and refund. If the buyer meets the conditions for initiating a return and refund and is eligible for return and refund, the Shopee platform will directly refund the buyer and notify the seller by email. If the buyer does not meet the conditions for return and refund or is not eligible for return and refund, the Shopee platform will reject the return and refund application initiated by the buyer.
If the return guarantee period has expired and the seller has not responded to the buyer within two working days after the buyer has requested a return and refund, and the value of the returned goods is greater than $5, Shopee Shenzhen Cross-border Customer Service will try to contact the seller. If the seller still has not responded within two working days after Shopee Shenzhen Cross-border Customer Service contacts the seller, it will be assumed that the seller accepts the return and refund application. If the seller responds within two working days after Shopee Shenzhen Cross-border Customer Service, Shopee Shenzhen will handle the return and refund process according to the return process.
4. Frequently Asked Questions
① How to handle a buyer’s application for a partial refund?
Except for Thailand, sellers in all other sites can refuse to refund after the buyer applies for a refund, and local customer service will intervene to operate a partial refund. Thailand does not provide partial refund services for the time being.
② How to return the buyer’s return packages from each site?
a. Malaysia.
Packages from the Malaysia site cannot be returned to mainland China through SLS for the time being. Sellers need to negotiate with buyers on the return method and cost sharing before implementing returns.
b. China, Indonesia, Thailand, Philippines, Singapore, and Vietnam.
Orders of $20 or more can be returned, but the seller’s consent is required, and the seller needs to pay an $8 return shipping fee; no return service is provided for orders below $20.
c. Cash on delivery orders on Taiwan, Indonesia, Thailand, and Vietnam, orders returned due to the buyer’s failure to pick up the goods.
For orders of $20 or more, Shopee currently waives the seller’s return fee and returns the goods to the seller free of charge; no return service is provided for orders below $20.