We strongly encourage you to communicate with your buyer and help 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, ensure that you have either accepted or submitted a dispute to the non-receipt claim, by clicking on “Dispute” or "Refund" 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. Order will automatically cancel if you failed to ship your buyers order within your set days to ship and refund will be processed for paid orders.
If your buyer did not cancel the request even though you have shipped the order, please tap on "Submit Dispute" any time before the default refund deadline to reject the buyer's claim.
You can refer to Dispute Resolution for details.