We strongly encourage you to communicate with your buyer and help to locate the package if you have shipped the order. You could ask your buyer to cancel this non-receipt claim if the order has been received/found. Please be reminded that we will proceed to refund the buyer if there is no action from you 3 days from the date the non-receipt claim is raised. Before this deadline, talk to your buyer and ensure that you have either accepted or disputed this non-receipt claim, by clicking on "Refund" or "Dispute" respectively in the Return/Refund details page.
If you have not shipped the order, kindly click on "Refund" in Shopee App and we will proceed with the refund process. Please be reminded that we will also proceed to refund the buyer if there is no action from you 2 days from the date the non-receipt claim is raised.
If buyer does not cancel the request even though you have shipped the order, please tap on "Dispute" at any time before the default refund deadline to reject the buyer's claim. You can refer to Dispute Resolution for details.