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[Return Refund] How do I raise a return/refund request?

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You can request a return/refund within the Shopee App while your order is still covered by the Shopee Returns Window, even after selecting the Order Received.

 

Seller Type

Buyer Confirm Time

Shopee Returns Window

Mall

7 days from delivery

15 days from delivery

(Extended)

Non-Mall

3 days from delivery

7 days from delivery

(Extended)

 

⚠️Note

Before requesting a refund on Shopee, buyers need to activate ShopeePay or provide a valid bank account on the app for smoother processing. Find out more about the refund timeline.

 

Before raising a return/refund request make sure that the conditions are met,  you can also see the acceptable reasons to request a Return/Refund here.

 

To raise a return/refund request

Select Return/Refund corresponding to the order > Select a reason for request > Select the products and quantity for return/refund > Next.



Depending on when the buyer raised a Return/Refund request, the order can be found on the following My Purchases tab:


When the Buyer will raise a Return/Refund Request

Order Tab Location

Before order completion

(before the Buyer selects Order Received)

TO RECEIVE

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After order completion

(Either buyer selected Order Received, or the system has triggered Order Completion)

COMPLETED

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⚠️Note

Returning an item in brand new/sealed condition (only applicable to eligible product categories) is unavailable for Bundle Deals, Add-on Deals, or Purchases with Gifts when you select only a partial quantity of the items (e.g., returning 1 out of 3 items).



Then, select Reason > choose the reason > select Confirm > provide required evidence/s and input description of the claim > Submit


If you select I have received my items but there are issues, you’ll be able to choose from seven (7) return/refund reasons:



If you selected I didn’t receive my items, you’ll be able to choose from 3 reasons:


There may be two solutions available, depending on your reason: 

  • Return and Refund

  • Refund Only (you may enter your preferred Refund Amount)



⚠️Note

• After the buyer selects a solution, Shopee reviews the case and decides if a refund without a return or a return of the item is required for a full refund. Learn more about refund calculation.

• The required fields for your return/refund request vary based on the reason chosen.

• Return/refund requests follow similar steps regardless of the reason. The key difference lies in the types of effective supporting documents required to support your request.

• The Refund Only option will only be available for the following: 

· Products not delivered

· Missing part of the product

· Empty Parcel

· Shattered/Broken Products

· Spilled Liquid/Contents

· Expired Product(s)

· Products under the Perishables and Digital Products and Services categories.

• Your return/refund request will be processed within 7-9 working days and you will be notified of the outcome via in-app push notification and email:

• For Refund Only cases, Shopee will review the case and get back to you on the resolution. Sellers may approve refund-only requests directly if they agree with your request.

• For Return and Refund cases, you must return the product to receive your refund (unless otherwise specified). Find out more about how to ship your return parcel.

• The final solution may be updated based on Shopee's review.

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