Shopee releases update on returns and refunds

Notice! Shopee has updated the return and refund related content. This update is mainly about the return and refund related fees for the Philippines site. Let’s take a look at the details of the notice:

1. Update of return and refund process

In order to provide better services to both buyers and sellers, the Shopee platform has optimized the return and refund process. The new return and refund process can save sellers time and costs in processing returns and refunds while providing buyers with a smooth shopping experience. Currently, the new return and refund process is applicable to all sellers in Malaysia, Thailand, Singapore, Philippines, Vietnam, Poland, Spain, France, Indonesia, and Taiwan.

*The return and refund process for sellers in Brazil, Mexico, Chile, and Colombia will be updated at a later date.

In the new return and refund process, sellers do not need to handle return and refund requests on their own. The Shopee platform will evaluate all return and refund requests.

Note:

1. In order to make the return and refund results more fair, sometimes the seller needs to provide some additional evidence or relevant information before Shopee makes a judgment. Shopee will contact the seller through the Seller Center.

2. If the buyer's request for return and refund is for a product that cannot be returned (for example, a one-time product) or the package is below the international return standard, but the buyer's request is accepted, Shopee will only provide a refund service to the buyer.

2. Return and Refund Related Fees

For orders that have been confirmed to be successfully returned and refunded, the seller needs to pay the shipping cost for the buyer to return the goods to Shopee's local warehouse. Starting from March 28, 2022, this rule will apply to all sellers on the Philippines site. That is, it currently applies to all sellers on the Philippines site, Malaysia site, Vietnam site, Thailand site, Indonesia site, Singapore site, and Taiwan Shopee.

*The return and refund fees for other sellers will be updated at a later date.

Sellers can check the fee collection status in [My Income] → [Income Details] in the Seller Center.