What should I do if my Shopee store is frozen? What are the common types?

Shopee sellers need to understand what is account freezing? What should I do if my account is frozen? How to file a complaint? Seeing this, many sellers begin to have question marks in their heads. Let us introduce it in detail below!

What will cause a store to be frozen?

Sellers who violate Shopee's cross-border seller terms of service, violate Shopee's listing regulations, accumulate a large number of penalty points, or are suspected of engaging in one or more of the following activities may have their accounts frozen/closed:

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Abuse of coupons

Abuse of subsidies and partial refunds

Infringement of other sellers’ intellectual property rights

The store is inactive (refer to common type 2 in this article)

High order cancellation rate

Other serious violations

So can I still operate the Seller Center after the store is frozen/closed?

Depending on the severity of the seller's violation, the account may be frozen or closed.

1) Frozen

If the seller's account is frozen, you can still log in to the seller center to ship existing orders:

Sellers can operate unfinished orders in frozen stores normally

If the buyer applies for after-sales service in an order, and the seller fails to process it within the specified time, the system will automatically approve the buyer's after-sales service application by default

For existing products:

The seller's products will be hidden at the shopping front desk;

Whether you can add or edit a product depends on the number of penalty points accumulated. For details, please see "What are the penalties corresponding to the points?" in the "Seller Scoring System".

https://shopee.cn/edu/article/4871

2) The store is closed

For sellers who seriously violate the regulations, their stores will be closed and they will not be able to log in to the Seller Center and Shopee APP.

The Seller Center will display "Login Failed (F02): Because your activity record in Shopee has violated Shopee policy, your login has been rejected by the system."

Financial FAQs

1) Can I withdraw my advertising funds if my account is frozen?

All sites support the transfer of advertising money to other accounts, but no refunds are allowed. Currently, only Shopee Taiwan supports refunds.

2) Is the funding normal?

For orders that meet the payment requirements, the payment will be settled to the payment account bound by the seller in the corresponding payment cycle. (The main account must be used to bind the payment account. If the seller does not have a sub-account, please apply to create a sub-account first)

Common Type 1: Serious violation of listing regulations

What is a serious violation of listing regulations?

For sellers who violate Shopee's listing regulations, the system will ban or delete the offending products. Products deleted by Shopee will generate penalty points in the seller's scoring system. If the seller does not handle it in time, when the penalty points reach a certain level, the seller's sales rights will be restricted. In serious cases, the account may even be frozen or permanently closed.

Sellers can view banned/deleted products in the [Seller Center >> Product Section >> Violations/Deletions] page.

Notice:

If you are a Taiwanese Shopee seller

For Taiwanese Shopee sellers, there are situations where the first sale of certain banned items will result in the permanent closure of the store.

Common type 2: Inactive store freezing

What is an inactive store freeze?

To ensure buyers' shopping experience, Shopee will regularly freeze stores that have no operating records for a long time.

Reminder: Operation records include login, product listing, order processing, etc.

What should I do if my store is frozen due to inactive store?

Sellers need to complete [operations to avoid freezing] within the specified time according to the email prompts, such as listing products, meeting the required number of logins, etc.

If the instructions are not followed within the specified time, the store will be permanently closed and the seller will receive an email titled [Shopee Inactive Store - Permanent Closure Notice]. No appeals will be accepted once the store is closed.

(If you have special circumstances, such as the store is not operating due to the epidemic, you can contact customer service to provide relevant proof to appeal)

Common Type 3: Freeze of Infringement and Counterfeit Goods

Shopee platform has always prohibited sellers from selling counterfeit/infringing goods. If sellers mention words including but not limited to "authentic", "original", "genuine" in the product title, product description, product image, etc., or in the store description, image, etc. when listing products, they need to provide proof of authenticity. If the seller cannot provide proof of authenticity, the illegal products will be deleted and penalty points will be generated. In serious cases, the account will be frozen.

Common type 4: Debt freeze

Currently, Shopee sends payment request emails every month to sellers who have outstanding debts for multiple consecutive payment cycles or who have accumulated large amounts of outstanding debts in a single transaction.

How to deal with the freeze due to [arrears]?

Shopee will require eligible sellers to pay their outstanding debts in each payment cycle.

●The seller must complete the transfer within 5 working days after receiving the email.

●All sellers’ stores that fail to pay the specified amount within the specified time will be frozen. Sellers can appeal to their account manager or manual customer service to unfreeze the stores after paying the outstanding amount.

Common Type 5: Fraudulent Freeze

What are some common forms of fraud?

Common fraudulent activities include:

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Goods do not match: that is, the shipping package or the product order does not match the order. For specific policies, please go to "Transportation Prohibitions>> 2. Sellers ship packages or goods that do not match the order"

Sending banned/extraneous chat keywords

Using illegal apps

Fake transactions/logistics

For sellers who engage in fraudulent activities, Shopee may directly freeze or permanently close the store.

What should I do if my store is frozen/closed due to [fraud]?

If you wish to appeal, you can click here:

https://help.shopee.cn/portal/webform/83c09f334ba649db8f7950717c41d4c8

Common Type 6: No application for freezing of parent and child accounts

Sellers who have not yet successfully opened a parent-child account will receive system notifications and emails. If the parent-child account is not opened within the prompted time, it will be regarded as a non-compliant account and will be frozen.

What should I do if my account is frozen due to [failure to apply for a parent-child account]?

If the seller needs to restore, go directly to the self-service station to apply for opening a parent-child account. Shopee will restore the stores of sellers who have successfully opened parent-child accounts every month:

Self-service station: https://solutions.shopee.cn/sellers/

How do I know my account is frozen?

Usually Shopee will send an email or notify you through the Seller Center when your account is frozen, and inform you of the reason for the freeze and the required actions. Therefore, it is recommended that you first check whether there is any relevant email in your registered mailbox.

You can also go to [Seller Center >> Account Health Status] to check your score to see if your account has been frozen due to a high score.

How to avoid account freezing?

We recommend that you familiarize yourself with the following policies and regulations:

Shopee Listing Regulations

《Order Incomplete Rate and Late Shipment Rate》

Provide good customer service

Account freeze appeal and required information

If you disagree with the reason for freezing your account, you can also file an appeal. Before contacting our cross-border customer service (online manual/call 400-126-8888) to file an appeal, please prepare the following documents including but not limited to:

Valid ID (e.g. passport, ID card, student ID, work ID)

Copy of business license/SSM registration (if applicable)

Logistics/delivery proof

Proof of ownership of the goods (e.g. supplier invoice, receipt, etc.)

Complete description of the business model (e.g. business operation process, sales on other platforms, team size, etc.)

If a seller’s account has been frozen for continuously uploading illegal products (violating Shopee product regulations, infringing copyright or duplicate listings), please remove the relevant products before contacting the customer service team.

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In addition, if the seller's account is frozen due to penalty points due to violations, there will be no appeal. However, the seller's account will return to normal after the scoring period ends.