Hi, how can we help?

Contact us as soon as possible if your Order Notification Device is broken, lost, stolen, or becomes unsafe to use. We will assess the case and advise the next steps for repair or replacement.

Note Replacement eligibility, processing time, delivery or pickup arrangements, and any applicable charges depend on our assessment and our current policies.

When Should I Request A Replacement?

• The device does not turn on or cannot be used after basic troubleshooting.

• The display, buttons, charger, printer, or other hardware is damaged.

• The device has been lost or stolen.

• The device is damaged in a way that may create a safety risk.

How To Request A Replacement

Follow the support channel or contact instructions provided to your store. In your request, include enough information for the team to identify the store and assess the device:

• Merchant name, store name, store ID, and contact person.

• Device model and serial number, if available.

• A clear description of what happened and when it happened.

• Photos or a short video showing the damage or issue, if the device is still available.

• A police or incident report for a stolen device, if requested by the support team.

Prepare these details first  If the device is lost or stolen, provide the last known location and time it was used. Do not share account passwords or one-time passwords in a support request.

What to Do If the Device Is Broken Or Damaged

• Stop using the device if it is overheating, has exposed parts, a damaged cable, or another safety concern.

• Do not open the casing or attempt an unauthorized repair.

• Take clear photos of the device, charger, and visible damage.

• Contact your assigned account manager or ShopeeFood Merchant Support and follow the assessment instructions.

What to Do If the Device Is Lost Or Stolen

• Report the loss or theft immediately through the support channel provided to your store.

• Share the device details, last known location, and incident information.

• Submit a police or incident report if requested.

• Follow the security instructions we provided, including any steps needed to protect access to the store account or device.

What Happens After I Submit The Request?

We will review the case and advise whether the device can be repaired or needs to be replaced. We will also confirm the next steps, which may include document submission, device return, delivery or pickup, and activation of the replacement device. 

• Keep the original device and accessories available if the team requests their return.

• Do not dispose of a damaged device until the assessment is complete.

• Ask the support team to confirm any applicable charges or requirements before accepting the replacement arrangement.

How To Set Up The Replacement Device

When you receive the replacement device, inspect it and complete the initial setup before using it for store operations:

• Check the device, charger, USB-C cable, SIM card, and thermal paper for visible damage or missing items.

• Charge and turn on the device.

• Connect to Wi-Fi or enable mobile data.

• Set the language, date, and time.

• Tap Activate Now and complete the activation steps shown on screen.

• Test connectivity, order notifications, and receipt printing before relying on the device during operating hours.

Important reminders

• Report device problems promptly so the store can continue receiving and processing ShopeeFood orders.

• Keep the device and accessories in a secure location when not in use.

• Do not share account passwords or one-time passwords with anyone.

• Keep a record of the replacement device serial number for future support requests.