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[Return Refund] What happens after a seller receives my return/refund request?
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When the seller receives your request, they will be notified and must respond within 2 days.
1. Seller accepted your request
Once your request has been accepted, you will receive return instruction via push notification in-app (and email, if applicable). Then, the refund will be processed after the returned products are checked and approved.
2. Seller did not respond within the given time frame
If the seller fails to respond within the given time frame, your request will be automatically approved and the refund will be processed accordingly.
3. Seller proposes a refund negotiation
For approved returns, the seller may propose a partial refund (an adjusted refund amount) without the need to return the item. You will have 1 day to respond with one of these options:
Accept
Negotiate (propose a different amount)
Reject and proceed with the return for a full refund
⚠️ Note The new Return/Refund Process is currently applicable to select Sellers or Shops only. This will be rolled out to all Sellers gradually. |
4. Seller disputes
If a dispute is raised, Shopee will step in to mediate and may require both the buyer and seller to submit additional evidence to reach a fair resolution.
Learn how to return your order back to the seller and track your order for Return & Refund.