How to process a refund on Shopee? What should sellers pay attention to?

As long as you are doing e-commerce, no matter which platform you open a store on, you will encounter refunded products. When encountering such a refund order, some novice merchants do not know how to deal with it. Next, I will introduce to you how to handle refunds on the Shopee platform?

1. How to process a refund on Shopee?

If a buyer wants to return a product after receiving it from the Shopee platform, the buyer first needs to place the purchase order and then initiate a return application. The order will then enter "Return/Refund" and the platform will also send an email to the seller. The seller needs to process the email in a timely manner after receiving it.

Merchants can see the reasons why buyers apply for returns by clicking the "Feedback" button of the "Return and Refund" order in the backend; if the merchant disagrees with the return and refund, they can click the "Raise an Objection to Shopee" button to refuse. If the seller fails to complete the "Feedback" within the specified time, the system will agree to the application by default and refund the buyer.

If the seller agrees to "return/refund", the system will trigger the automatic return process. The products sent by the merchant will be temporarily placed in the local warehouse. Later, the Shopee platform will return the packages that meet the conditions to the merchant. Therefore, the return address submitted by the seller to the platform must be correct.

2. Currently, there are a few points about returns and refunds on the Shopee platform that sellers need to know:

1. Currently, the Thai site does not support partial refund services, but other sites can allow Shopee customer service to intervene and make partial refunds after the merchant rejects the buyer's return application.

2. Regarding Shopee returns, for Taiwan, Indonesia, Thailand, the Philippines, Singapore, and Vietnam, orders of $20 or more can be returned with the seller's consent, and the seller needs to pay an $8 return shipping fee; orders below $20 are not eligible for return services;

For cash on delivery orders, if the buyer does not receive the goods in time, orders priced at US$20 or above can be returned to the seller free of charge; however, orders below US$20 will not be returned.

In addition, the Malaysia site currently does not support SLS returns to mainland China. For all orders that require returns and refunds, the seller needs to negotiate with the buyer on how to return the goods.

However, it is still recommended that sellers communicate with buyers in a timely manner to avoid user returns and refunds, so as to save the intermediate logistics costs. In particular, if the buyer wants a refund due to his own reasons, the seller can guide the buyer to give feedback.

Buyer returns will have a certain impact on sellers, so everyone must respond according to the actual situation and see whether to return the goods or give them directly to the buyer. This can save your own return costs and is also better for the store.

Recommended reading:

Does it matter if Shopee doesn't have a main account but only a sub-account? What will happen?

How to log in to Shopee's main account? What is a main account?

Is it better to send goods on behalf of others or send them on your own? How to operate?