What is Shopee's refund and return policy? Shopee refund and return policy review

Policies

Pursuant to the terms and conditions of this “Refund and Return Policy” which constitute part of the “Terms of Service”, Buyer may apply for a return of purchased goods (hereinafter referred to as “Goods”) and/or a refund before the expiration of the “Shopee Performance Guarantee Period” set out in these Terms of Service.

Shopee Guarantee is a service provided by Shopee to assist users in resolving conflicts that may arise during transactions upon their request. Before, during or after using Shopee Guarantee, users may resolve disputes through friendly negotiation or seek assistance from relevant local authorities to resolve any disputes.

Note: Shopee encourages users to negotiate with each other in a friendly manner when problems arise in transactions. Since Shopee is only a platform for users to conduct transactions, buyers should contact the seller directly if they have any questions related to the purchased goods.

Return conditions

The buyer should ensure that the goods returned to the seller must be in the same condition as when the buyer received them, including but not limited to any items attached to the goods such as accessories, gifts, warranties, original packaging, accompanying documents, etc. If the buyer does not conduct necessary inspections on the goods, or if the goods or packaging are damaged due to other reasons attributable to the buyer, the buyer's right to return the goods will be affected. We recommend that the buyer take a photo of the goods immediately upon receipt.

Seller's Rights

When Shopee receives a return and/or refund request from the Buyer, Shopee will notify the Seller in writing. The Seller shall respond to the Buyer’s request in accordance with the steps required by Shopee in the written notice. The Seller must respond within the time frame specified in the written notice (hereinafter referred to as the "Specified Period"). If Shopee does not hear from the Seller within the Specified Period, Shopee will presume that the Seller has no response to the Buyer’s request and will continue to evaluate the Buyer’s request without further notifying the Seller.

Shopee will review the Seller's responses on a case-by-case basis and, after considering the circumstances described by the Seller, will unilaterally decide whether to approve the Buyer's application.

How to process a refund return request

1. Before clicking “Confirm Receipt”, the buyer can request a refund or return on the Shopee platform for the following situations:

a. The buyer did not receive the goods

b. The buyer received the wrong product (wrong size, color, or category)

c. The buyer received a damaged or defective product

2. After the buyer initiates the application, the order will enter [Return/Refund], and the merchant will also receive an email reminder. The seller can click the [Respond] button of the return and refund order to enter the order details interface to view the application reason;

3. The seller can click [Refund] to refund the buyer, or select [Submit Dispute to Shopee] to file a dispute with Shopee, and Shopee will intervene to handle the matter.

*Note: The seller needs to complete the [Respond] response operation within the specified time, otherwise the system will automatically agree to apply for a refund to the buyer.

How to return the return package of each station

1. Malaysia site

Packages from the Malaysia site cannot be returned to mainland China via SLS for the time being. Sellers need to negotiate with buyers on the return method and cost sharing before implementing the return.

2. Taiwan, Indonesia, Thailand, Philippines, Singapore, and Vietnam sites

a. Orders of $20 or more can be returned, but the seller needs to agree and pay $8 for the return shipping fee;

b. No returns are provided for orders below US$20;

3. Cash on delivery orders from Taiwan, Indonesia, Thailand, and Vietnam that are returned due to the buyer not picking up the order

a. For orders of USD 20 or above, Shopee currently does not charge sellers for return fees and the goods will be returned to the seller free of charge;

b. No returns will be provided for orders below US$20.

Responsibility for shipping costs for product returns

1) For errors that the seller cannot foresee (such as damaged or wrong goods delivered to the buyer), the seller will bear the buyer's return shipping costs;

2) If the buyer changes his mind, the buyer should return the goods if the seller agrees to return the goods, and the buyer shall bear the shipping costs;

3) When a dispute arises between the buyer and the seller regarding who should bear the shipping costs, Shopee will have full authority to decide which party should bear the return shipping costs.

Refunds for returned merchandise

The buyer must wait until the seller or Shopee confirms that the returned product is eligible for return and in good condition before a refund can be obtained. If Shopee does not hear from the seller within the specified time, Shopee will unilaterally decide whether to refund the applicable amount to the buyer without further notice to the seller. For more information on the seller's response time limit, please click this link. Refunds will be made to the buyer's applicable credit/debit card or designated bank account.

FAQ

1. What are the partial refund methods on each site? And what are the limits on the partial refund amount? Can any amount be refunded, or must the price of a certain item in the order be the minimum unit?

• If the order is not completed, the buyer can directly submit a partial refund application in the system. The minimum refund can be returned to the variation level, but if multiple items of the same variation are purchased, only these items can be refunded in full, not just a few of them.

• If the order has been completed, the refund cannot be processed through the system. The buyer needs to contact the local customer service to apply for an offline refund. The application will be transferred to the Shenzhen customer service (or account manager) to confirm the refund with the seller. The minimum amount of offline refund can be refunded is the quantity level, that is, if multiple pieces of the same variation are purchased, only a few of them can be refunded.

2. After paying online, the buyer wants to cancel the order. How long will it take to get the money back? Where will it be returned?

After the order is canceled, the buyer's payment amount will be returned according to the payment method. Due to the differences in payment methods and bank systems of each site, it is relatively complicated, so it is recommended that buyers consult local customer service for specific circumstances.

3. What should I do when the buyer says that he has not received the goods?

We suggest you try to communicate with the buyer first. If the goods have been shipped, please confirm the delivery status first and inform the buyer to cancel the "Refund/Return Application (Reason: Goods Not Received)" after receiving the goods. Please note that if you do not respond within 4 days after the buyer submits the "Refund/Return Application (Reason: Goods Not Received)", we will refund the buyer.

If you haven't shipped the product yet, please click "Apply for Refund/Return" in the App and we will proceed with the refund process. Please note that if you do not respond within 2 days after the buyer submits a "Refund/Return Application (Reason: Product Not Received)" request, we will refund the buyer.

If you have sent the goods and reminded the buyer to cancel the "Refund/Return Application (Reason: Not Received Goods)", but the other party has not cancelled the application within the preset period, you can click "Ask Shopee to Coordinate Disputes" within 4 days after the system notifies you that the buyer has filed a "Refund/Return Application (Reason: Not Received Goods)", otherwise the system will automatically refund the money. Please refer to the details of the "Dispute Coordination Center".

When we receive a "refund/return request (reason: goods not received)" from a buyer, our customer service will contact you and ask you to provide the following documents to prove that you have shipped the goods.

- Evidence of attempts to resolve the dispute with the buyer (chat log)

- Official proof of delivery – e.g. logistics receipt

- Photos of the package packaging or related information, including the shipping company information, waybill number, buyer and seller's names, contact number and delivery address.

4. How long will it take to get a refund if I apply for a refund from a Taiwan store? Where will it be returned?

The funds will be refunded to the buyer's preset account within 5-10 working days, unless the buyer has special requirements and needs to communicate with local customer service.

5. If the Taiwan Dispute Panel decides that the buyer can get a refund, will the seller be notified of this?

The Shopee Dispute Team will email the seller to inform them of the dispute outcome.

6. Will there be an email notification for refund disputes? What happened if I didn't receive an email with the dispute result?

When a dispute is filed, the buyer will receive a message and an email. Since only the seller can dispute, the seller will not receive any related notification emails.

If the dispute has a result, both the buyer and the seller will receive an email notification. If some sellers register their backend email incorrectly, they will not be able to receive the email.

7. How long does a refund dispute last? What should I do if the buyer does not respond during the dispute period?

Order disputes take 7 days; if the buyer does not respond, the local dispute team will make a judgment based on the evidence.

8. Why does the system automatically refund the buyer?

If the buyer does not receive the goods and applies for a refund, and the seller ignores it, the refund will be made within 4 days;

If the buyer receives the goods and applies for a refund and the seller ignores it, the refund will be made within 7 days;

9. The customer has already completed the order. Can he still apply for a refund?

If the order has been completed, neither the buyer nor the seller can process a refund or return, and it can only be handled by contacting local customer service.

10. After completing the refund and return, can the buyer still evaluate the order?

Can be evaluated.

References

• 1. Shopee's refund and return policy: Sohu [reference date 2019-07-22T16:00:00.000Z]