How to apply for a refund on a Shopee order? Related questions answered

Shopee is a cross-border e-commerce platform with many merchants opening stores here. For merchants, they must abide by relevant rules and process orders in a timely manner after opening a store. So how do you apply for a refund on a Shopee order? The answer is given below.

How to apply for a refund on Shopee orders ?

(1) Before clicking “Confirm Delivery”, the Buyer can request a refund or return on the Shopee platform in the following circumstances:

a. The buyer did not receive the goods

b. The buyer received the wrong product (wrong size, color, or category)

c. The buyer received a damaged or defective product

(2) After the buyer initiates the application, the order will enter the [Return/Refund] page, and the merchant will also receive an email reminder. The seller can click the [Respond] button of the return/refund order to enter the order details interface to view the reason for the application;

(3) The seller can click [Refund] to refund the buyer, or select [Submit Dispute to Shopee] to submit a dispute to Shopee, which will then handle the matter.

*Note: The seller needs to complete the [Respond] response operation within the specified time, otherwise the system will automatically agree to apply for a refund to the buyer.

Related questions and answers:

1. What should I do if the buyer requests a partial refund?

Except for the Thailand site, all other sites may refuse refunds after the buyer applies for a refund, and local customer service will intervene to operate a partial refund. Thailand does not currently provide partial refund services.

2. How to return the return packages from each station?

(1)Malaysia site

Packages from the Malaysia site cannot be returned to mainland China via SLS for the time being. Sellers need to negotiate with buyers on the return method and cost sharing before implementing the return.

(2) Taiwan, Indonesia, Thailand, Philippines, Singapore, and Vietnam sites

a. Orders of $20 or more can be returned, but the seller needs to agree and pay $8 for the return shipping fee;

b. No returns are provided for orders below US$20;

(3) Orders paid on delivery in Taiwan, Indonesia, Thailand, and Vietnam that are returned due to the buyer not picking up the order

a. For orders of USD 20 or above, Shopee currently does not charge sellers for return fees and the goods will be returned to the seller free of charge;

b. No returns will be provided for orders below US$20.

Shopee sellers must also ship goods according to the platform's requirements, otherwise they will be punished for violations:

1. Generally, the product needs to be shipped within 2 days of the buyer's order, and the logistics information must be scanned and updated;

2. The product package shipped does not strictly comply with the platform's requirements, so the package will be returned;

3. If the goods are not shipped within the time limit, the order will be cancelled by the system;

4. If the status of the goods not scanned into the warehouse is updated within 2 days after the order is shipped, the platform will consider it as delayed delivery and the order will be penalized with points deduction and fines.

Although sellers are supported to choose official logistics or third-party delivery, third-party delivery must be done by designated logistics parties. Otherwise, the waybill number cannot be filled in the background, affecting their own delivery. Therefore, you must choose a delivery method that suits you to give yourself more advantages.

The delivery process is also relatively simple. The most important thing is that the seller should choose a suitable delivery method according to the actual situation, so as to better save logistics and transportation costs, improve product transportation efficiency and buyer experience. Especially the step of shipping from China to Shopee warehouse is also very critical, otherwise it will be delayed.

Recommended reading:

How many days does it normally take for a new Shopee store to place an order? What are the reasons?

Why is Shopee SIP not placing orders? What's going on?

What does Shopee SIP store mean? How to join?