Updates to Shopee's non-compliance penalty policy and order incomplete rate policy

In order to further regulate the sellers’ delivery behavior and improve the user experience of the Shopee platform, Shopee will update the penalty policy for shipping orders that do not match the package. That is, if Shopee verifies that the seller’s shipping does not match the order, Shopee will cancel the order and include it in the non-fulfilled order rate (NFR). The penalty policy for the seller’s shipping will not be affected by this policy.

*If the seller's order non-fulfillment rate (NFR) is higher than 10%, the seller's store may receive up to 4 penalty points that week depending on the different violations.

Updated content: Shipping order does not match the package penalty;

Applicable sellers: All sellers;

Effective date: January 29, 2024 (Beijing time) (including orders with inconsistent packages that need to be appealed on or after January 19, 2024).

1. Calculation logic of the non-completion rate (NFR) after the policy update:

The order incomplete rate is calculated based on uncompleted orders, including orders actively canceled by the seller, orders automatically canceled due to seller reasons, and return and refund orders successfully initiated by buyers.

3 types of unfulfilled orders and possible reasons:

Order uncompleted rate = uncompleted orders in the past 7 days / (uncompleted orders + net orders in the past 7 days)

II. Penalty points for the non-fulfillment rate (NFR) of each site:

If the uncompleted order rate of the seller's store in the past 7 days is higher than 10%, the seller will receive corresponding penalty points depending on the violation situation.

For example: If the seller's order uncompleted rate = 50% and the number of uncompleted orders = 100, the seller's store will receive 2 penalty points that week;

For example: If the seller's order uncompleted rate = 60% and the number of uncompleted orders = 100, the seller's store will receive 4 penalty points that week.

The above is the complete content of the update of Shopee's order non-conforming package penalty policy and order incomplete rate policy. I hope it will be helpful to all merchants!

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