What is a Shopee order? Shopee Order Review

Different status

Not yet paid: Orders waiting for the buyer to complete payment. After the buyer completes the payment, this order will automatically enter [My Sales] - [Waiting for Shipment].

Waiting for shipment: The buyer has paid and is waiting for the seller to ship. If the order logistics is SLS, the seller can click [Apply for Shipping Number] to obtain the waybill number and print the label for shipment. If it is third-party logistics, please click Shipment and enter the logistics provider's waybill number to complete the shipment of the corresponding goods.

In transit: [In transit] Sellers can click [View details] to view the corresponding logistics status.

Completed: Displays completed orders. Order completion conditions: 1) The buyer clicks on the confirmation of receipt 2) The delivery time exceeds the preset delivery days for cross-border e-commerce in the Shopee system

Cancelled: Cancelled orders will appear under [Cancelled]. The reason for cancellation will also be displayed. Currently, orders can be canceled by the buyer, seller or system.

Refund/Return: Orders for which buyers apply for refund/return will appear in [Refund/Return]. Click anywhere on the order to view the buyer's refund/return reason.

Shipping Operations

1. Delivery method

1. Single delivery (SLS logistics)

(1) On the [To Ship] page, select "To Process" and click the "Arrange Shipment" button on the right side of the pending order.

(2) In the pop-up window, click the "Print Waybill" button to print out the waybill for the corresponding order.

(3) The seller packs the goods according to the packing requirements and sends the goods to the corresponding warehouse. After the warehouse receives the goods, it scans the delivery note and the status of the goods changes from [To Ship] to [Shipped].

2. Single delivery (using LWE or Chinapost logistics)

Sellers who use LWE and CK1 logistics are required to open an LWE or Chinapost account in advance.

(1) On the [To Ship] page, select "To Process" and click the "Arrange Shipment" button on the right side of the pending order.

(2) In the pop-up window, fill in the LWE or Chinapost logistics tracking number in the "Tracking#" column and click Ship.

Note: The logistics number cannot be modified, please fill it in correctly

3. Bulk delivery (using SLS logistics)

(1) On the [To Ship] page, select "To Process" and click the "Ship my orders" button on the right.

(2) Click "Download Shipping Documents", check all the orders to be shipped in batches, and select the order information that needs to be downloaded in batches on the right to start the shipping operation.

2. FAQ

1. Can different orders from the same buyer be combined into one package and shipped together?

Because one order number corresponds to one logistics order number, if two orders are combined into one package for shipment, one of the orders will be missing logistics information and will be regarded as unshipped by the system, which will cause the seller's unshipped rate. Therefore, different orders from the same buyer cannot be combined into one package for shipment.

2. Why can’t I apply for a shipping order number?

Failure to apply for a shipping order number may be due to the following reasons:

(1) No logistics method is set;

(2) The Shopee backend can only print SLS logistics labels. If the buyer chooses other logistics channels such as LWE or CK1, the label cannot be printed in the Shopee backend;

(3) The products in the order are prohibited from sale, such as Malaysian sex toys;

(4) According to relevant regulations, a single order in Taiwan and Indonesia must not exceed the corresponding amount. If the limit is exceeded, the order cannot be successfully generated. There are no restrictions in other markets. The total value of Taiwan store delivery packages must not exceed 20,000 NTD, and the amount of a single package in Indonesia must not exceed 75 USD. Please refer to the latest logistics manual;

(5) If the inability to print the logistics waybill is not caused by any of the above reasons, it may be due to system problems. Please contact your account manager for assistance.

3. For non-SLS logistics, do I need to fill in the order number?

For Singapore, Malaysia, Indonesia, Thailand (LWE/China Post):

(1) For shipments from Singapore and Malaysia, you need to manually enter the waybill number before the order becomes "Shipped".

Please consult the relevant customer service for the address filling and delivery steps of the Export Easy/LWE system;

(2) If the order has not been shipped and the logistics order number has not been entered after the number of days set by DTS, it will be counted as late shipment by the system.

4. What are the requirements for identification cards?

Identification card size: 10*10cm;

Company name, number of small packages, country code: SG (Singapore)/MY (Malaysia)/ID (Indonesia)/PH (Philippines)/TH (Thailand);

[After the second layer is packed] Stick the domestic express delivery note on the outermost transport bag, write the shipping address, and send it out.

5. The same order contains multiple items, and the delivery days for different items are also different. Which one should be used to calculate the delivery time?

The delivery time for such orders will be calculated based on the longest product stocking time.

Cancellation of order

1. Policy regulations

2. Cancellation of order in case of late delivery

SLS/YTO/CK1:

(1) If the logistics tracking number is not uploaded after the DTS set by the seller + 3 days, the order will be automatically cancelled by the system;

(2) After the goods arrive at the warehouse, if they are still not scanned by the warehouse after DTS + 5 days, the order will be automatically cancelled by the system.

LWE/China Post:

If the order is not shipped after the DTS set by the seller + 3 days, the order will be automatically cancelled by the system

3. Automatic Cancellation

1. Regulations

For sellers on the Shopee platform, if the order is not shipped within a certain period of time or the order does not arrive at the warehouse within a certain period of time after shipment, the order will be automatically cancelled.

2. Calculation logic

After the order is paid, if the order is not shipped for more than DTS + 3 days, it will be counted as the late delivery order rate after being scanned at the warehouse; after the order is paid, if the order has not arrived at the warehouse for more than DTS + 7 days, it will be counted as the uncompleted order rate after being cancelled.

IV. Frequently Asked Questions

1. If an order has been shipped and the buyer cancels the order due to personal reasons, will the order be counted as an uncompleted order rate?

Whether the buyer or the seller cancels the order, regardless of the reason for cancellation, it will be counted towards the uncompleted order rate.

2. If the seller is unable to ship due to out-of-stock or other reasons, can the seller contact the buyer to cancel the order?

If the seller contacts the buyer through chat to cancel the order, and the buyer chooses the cancellation reason as "the seller asked me to cancel", the seller will be penalized and points will be charged. It is recommended that the seller cancel the order on his own.

3. How long will it take for an unshipped order to be automatically cancelled by the system?

Orders that have not been shipped after the DTS (working day) + 3 (natural days) set by the seller will be automatically cancelled by the system.

4. If there is no update on the logistics of the order, how long will it take for the order to be cancelled?

Orders that have not updated their collection logistics after the DTS (working day) + 5 (natural days) set by the seller will be cancelled.

5. What should I do if a shipped order is cancelled?

(1) If the product has not yet arrived at the SLS warehouse, please contact the courier as soon as possible to intercept and return it;

(2) If the interception fails and the goods are delivered to the SLS warehouse, the order that is cancelled before being scanned will be identified by the system during scanning, and the goods will then be returned to the seller on a cash on delivery basis;

(3) If an order is cancelled after being scanned by the warehouse, the order cannot be returned and will be shipped to the buyer according to normal logistics procedures. The seller needs to contact the buyer to negotiate the solution.

5. Development History

Starting from December 18, 2019, the calculation logic for automatic order cancellation on the Shopee platform will be adjusted.

QA

1. The buyer has paid, but why is the order still shown as unpaid in the backend?

If the buyer chooses to pay by bank transfer, there will be a certain delay in updating the order payment status.

2. The seller has shipped the goods, but why is it still shown as an order waiting to be shipped in the backend?

The goods sent by the seller need to be received and scanned by the warehouse before they will become in transit.

3. Why are the amounts of orders to be shipped and in transit different?

• The amount shown for orders to be shipped is the amount actually paid by the buyer;

• The amount shown for orders in transit is the actual amount the seller receives after deducting relevant fees such as international logistics fees.

4. How to intercept packages?

Shopee has now launched an automatic interception function. If the seller cancels the order before the package enters the warehouse, the warehouse will be reminded that the package has been canceled when it receives the package and scans it, and the warehouse will then perform an interception operation.

References

• 1. Detailed explanation of Shopee platform’s automatic order cancellation policy: Sohu [cited on 2017-11-21T16:00:00.000Z]