How does Shopee's Brazil/Mexico/Chile site handle return orders?

Recently, the Shopee platform discovered that some sellers did not actively and promptly respond to buyers' return and refund applications, resulting in missing the time limit for raising disputes, which may cause certain losses of rights and interests.

Shopee platform reminds you: For return and refund applications from buyers in Brazil/Mexico/Chile, you must take the initiative to respond and complete the response within the specified time limit (3 days); if you fail to process it within the time limit, the system will automatically refund the buyer.

Buyers can apply for a return and refund if the following situations occur:

Parcel not delivered

Parcel delivered with missing items

The seller sent the wrong goods (Received the wrong products)

Received a product with physical damage

Received a faulty product

Received a counterfeit product

Don’t like it or the effect is not good (Change of mind)

How to process return and refund orders?

Buyers' return and refund order applications are usually divided into two situations: "the goods have been shipped, but the buyer has not received them" and "other reasons for return and refund".

1. The goods have been shipped but the buyer has not received them

1) For orders that have been shipped and are within the normal logistics time limit, you can first appease the buyer and inform him to cancel the refund application after receiving the goods. If the buyer still does not cancel the application within the communication period, you can [raise a dispute] within the specified time limit, otherwise the system will automatically refund.

2) If the delivery time exceeds the specified number of days and the logistics information is not updated, you can contact Shopee customer service for processing.

2. Other reasons for return and refund

1) If the refund amount is less than US$20, the buyer can only initiate a refund request. You can accept the proposal (agree to the refund), refute it, or file a dispute with Shopee.

[Accept the proposal]: Agree to the refund request initiated by the buyer

[Refute]: You disagree with the buyer's application and propose your own solution. You can propose a partial refund.

【Dispute】: Submit a dispute to Shopee and enter the dispute resolution process

2) If the refund amount is greater than or equal to $20, the buyer can initiate a refund only request or a return refund request. You can accept the proposal, refute it, or file a dispute with Shopee.

[Accept the offer]: This means you agree to the buyer's request for a refund only or a return and refund. If a return is required, the order will enter the return process, see "V. Return Process" in this article for details.

[Refute]: You disagree with the buyer's application and propose your solution. You can propose "return and refund" or "refund" (you can propose a full refund or a partial refund)

【Dispute】: Submit a dispute to Shopee and enter the dispute resolution process

Tips on processing returns and refunds

1. Keep logistics information properly

Shopee recommends that you use Shopee Logistics Service (SLS) to avoid losing logistics information. If you use a third-party logistics provider, please keep the delivery note and logistics order number properly.

2. Make sure your credentials are intact

If you file a dispute with Shopee, you will need to provide proof within 2 days, such as a complete and legible shipping receipt.

If the voucher you provide is unclear or incomplete, Shopee will refuse to process the dispute you raise and the system will refund the buyer directly.