Will a Shopee refund affect the store? How to refund?

In the process of running a Shopee store, every seller friend will more or less encounter some returns and refunds. Because the platform has an assessment of the store's data, some seller friends want to confirm whether this Shopee refund will affect the store?

Shopee helps improve the trust between buyers and merchants by calculating the store’s order uncompleted rate within 30 days.

Calculation formula

Order uncompleted rate = (number of orders actively canceled by merchants + number of orders requested for return by buyers + number of orders automatically canceled) / (number of net orders + number of orders actively canceled by merchants + number of orders requested for refund by buyers + number of orders automatically canceled)

The reason for the high order uncompleted rate

1. Excessive order cancellation rate

The inventory of the product is insufficient; the order is cancelled by the system software because the replenishment days have been exceeded.

2. Excessively high refund and exchange rates

Incorrect merchandise delivered; merchandise not received by the buyer; merchandise damaged or destroyed.

How to deal with the non-completion rate?

The key is to prevent buyers from requesting return orders:

1. Fill in the correct and detailed product details to ensure that the buyer will not have any wrong expectations about the product;

2. Product details must include accurate and detailed information such as specifications, color, material, warranty period, etc.;

3. Product photos can include many photos from different perspectives to help buyers check the products more clearly;

4. Before delivery, carefully check the recipient's address, goods and other information to avoid wrong delivery;

5. Make sure all products have appropriate packaging;

6. Fragile items must be marked and protected with additional protective measures, such as bubble wrap or anti-slip air bags;

7. The parcel note must be clearly affixed to the surface of the product. If possible, it is best to put it in a special packaging bag to prevent the parcel note from being damaged.

How many situations can Shopee cancel an order?

1. The order was cancelled by the buyer

a. The buyer no longer wants to buy;

b. I saw something I liked more in another store and placed an order for it;

c. The seller is slow to ship the goods, and the buyer is unhappy.

2. The order was automatically cancelled by the Shopee system

a. The seller fails to upload the express tracking number within 3 days of the expiration of the delivery time DTS set at the beginning of the store opening;

b. The goods have arrived at the warehouse more than 5 days after the DTS deadline and have not yet been scanned into the warehouse.

If an order is cancelled after it has been shipped, there are three situations:

a. Goods that have been scanned and put into storage cannot be retrieved and will be sent to the buyer. The seller can only negotiate with the buyer;

b. If the order is cancelled before the goods are put into storage, it will be scanned and returned to the seller, and the shipping cost will be borne by the seller;

c. If the goods have not arrived at the SLS logistics center, you can contact the delivery person to recall them immediately.

3. Another situation is what the Vietnamese seller in the article encountered. The seller cannot ship the product because the product is out of stock or for other reasons. Waiting for the system to automatically cancel the order delays the best time to solve the problem. In the view of Blue Ocean Yiguan.com, this is not a wise move;

Contact the buyer and ask him to cancel the order. Some buyers will fill in "the seller suggested cancellation" when answering the reason for cancellation. The seller will be deducted points for this. It is better to cancel the order proactively and in time.

Most buyers will not make trouble for no reason, and the reasons for requesting a return are generally acceptable. Even if they encounter a nitpicker, or the buyer asks for a return because he or she hastily placed the order, the seller will readily agree as long as it does not affect the secondary sale.

Recommended reading:

How does Shopee ship goods? What is SLS?

How to set product attributes on Shopee? What are invalid attributes?

What is the appropriate inventory setting for Shopee products? How to operate it?