Shopee is one of the largest cross-border e-commerce platforms in Southeast Asia. It provides consumers with convenient product selection and fast ordering experience. It also focuses on establishing a sound after-sales service system. In order to further enhance consumers’ shopping experience and peace of mind, Shopee has formulated detailed return policies and procedures to ensure that consumers’ legitimate return requirements for goods are met. So, let’s take a look at Shopee’s return rules.
1. The purpose of the return policy.
The purpose of Shopee’s return policy is to ensure that consumers enjoy more professional and complete after-sales service. While meeting consumers’ shopping and return needs, it also appropriately controls some consumers’ unreasonable return requests. This policy provides guarantees for the platform’s mature product management and after-sales services, and takes tangible measures for consumers to better protect their rights and interests.
2. Requirements of Shopee return policy.
1. The returned goods must meet the return standards.
Shopee encourages consumers to carefully check the quality, size, color, function, etc. of the goods after receiving the goods. If there are quality problems, defects or errors in the goods, they must be informed before receiving the goods. Negotiate the return with the merchant within the next 3 days, and cancel the order before the merchant delivers the goods. At the same time, the original packaging and corresponding accessories of the product should also be eligible for return. If the product quality problem does not match the sales aspect,
Shopee will handle complaints from sellers.
2. Damaged goods should ensure that the original packaging is intact.
If the packaging of the product received is damaged or lost, it cannot be returned. Because damaged packaging and accessories will affect the secondary sales value of the product and may lead to quality problems. Therefore, only after the entire package has been verified at that time are you eligible for return.
3. Confirm that the product does not contain activation or use.
Unactivated or unused merchandise can be returned. Once activated or used, it will be considered damaged and cannot be returned. “Activation” and “use” both refer to the situation where the status of the product has been changed.
3. Shopee’s return process.
1. Select the reason for return.
On Shopee’s website or app, select the purchased product, select “Return Reason”, submit your own evidence based on the selected reason and return application, and refund after approval.
2. Merchant review.
The merchant accepts or rejects the return application based on the reason for the return. After accepting the return application, the merchant needs to inform the consumer how to send the goods and provide a clear return address. With the help of Shopee customer service, online communication such as emails and other messages are supported.
3. Send the goods.
After the return application is reviewed by the merchant, the consumer needs to send the goods to be returned to the merchant. Please note that the returned goods must comply with the relevant standards of the return policy to ensure that the goods can be resold by the merchant. Additionally, the cost of shipping the merchandise is borne by the consumer.
4. The merchant refunds the money.
Once the merchant receives the returned goods and confirms that they comply with Shopee’s return policy requirements, the merchant will issue a refund based on the payment method selected by the consumer. Under normal circumstances, the merchant will send the refund directly to the customer’s payment account after confirming the returned product, but if there is an optional payment method, the merchant will negotiate with the consumer how to refund.
4. Shopee’s return precautions.
1. If consumers find quality problems with the goods they purchase or have quality problems with goods replaced without the consumer’s consent, they should consult with the merchant at any time to jointly handle and solve the problem.
2. After Shopee makes a decision, it will submit a detailed investigation report to all relevant users to explain the basis for the decision.
3. When consumers apply for rejection, they may need to provide some supporting evidence to facilitate the merchant’s return processing.
4. Among returned goods, consumers should pay attention to keeping the original packaging and related accessories intact and clean, and ensure that the goods are in good condition and have secondary sales value, so that merchants can put the goods back on the shelves for sale. .
Shopee provides users with a complete return and exchange policy and specific return procedures to meet users’ return requirements for product quality, size, function, color, etc. The formulation of the return policy has enabled Shopee to establish a complete after-sales service to better protect the rights and interests of consumers, while also improving the operational efficiency and image of the platform. For the Shopee platform and merchants, a formal return policy is also a powerful brand and image guarantee, which can provide residents and merchants with a transparent, safe, and protected transaction experience.