During the Shopee Guarantee protection period (before the buyer clicks “Confirm Receipt”), the buyer can submit a return/refund request on the Shopee platform for the following situations:
(1) The buyer did not receive the goods;
(2) The buyer received the wrong goods (wrong size, color, category);
(3) The buyer received damaged or defective goods.
When the buyer initiates the relevant application, the relevant order will be displayed under “Home” > “My Sales” > “Return/Refund”, and the seller will also receive an email reminder from Shopee to remind the buyer that a return/refund application has been initiated.
Click “Respond” and enter “My Sales” > “Return/Refund Details” to view “Reason from Buyer”.
The effective “Respond” operation is: click “Refund” or “Submit Dispute to Shopee”. The seller needs to communicate with the buyer through chat and “Respond” at the designated time to avoid automatic refund to the buyer or long processing time after entering the appeal.