Question 1

Why is my product review removed?

Accepted Answer

For the Taglish version of this article, click here.

Your product review is removed due to irrelevant or inappropriate comments. The awarded Shopee Coins may also be removed if you received this notification below:

product review removed_2.png product review removed_1.png

Once you have submitted a review, you can no longer manually delete it. Instead, you can edit it within 30 days of submitting your review.

Reasons why your product review was removed:

	Buyer and Seller
	Content of the review and Content of the response to the review (text and/or media)	Examples
1	Not relevant to the product or service provided by the seller or buyer	· Repetitive words, phrases, symbols, emojis · Random text not related to purchase experience · Image contains graphics, body gestures, blank content only · Video has no product or black screen only · Video contains animation, confusing objects, or motion blur only
2	Abusive, vulgar, or otherwise objectionable. Insulting or derogatory comments towards the seller (even if the seller or buyer is at fault)	· Cursing or swear words/emojis regardless of a positive or negative feedback · Offensive or hateful language directed to any person · Stating that the other party is a scammer or bogus buyer · With an intention to harass, threaten, or embarrass the other party
3	May contain personal information	· Has personal info and exposing other’s personal info · Includes account info of social media and external websites
4	Excessively explicit content that promotes pornography or nudity	· The review contains text, symbol, image, or video that refers to sex or bodily functions

⚠️Note

For Buyers, make sure that your review is honest and relevant to give other users helpful information about the product before making a purchase. Use respectful language (even if the seller is at fault) at all times.

For Sellers, the response to the buyer’s product review reflects your customer service. If the buyer is unhappy with the purchase and writes negative feedback, you should politely answer the buyer’s complaints and offer to follow up on customer service. If you exhibit rude behaviors, you may discourage potential buyers from purchasing the product.

Here are some tips to prevent the removal of your product review:

Please note that any reviews and responses that do not adhere to our guidelines will be removed by Shopee. Corresponding Shopee Coins will be withdrawn from the buyer, and Seller Penalty Points will be issued to the seller.

These guidelines will be implemented for Shopee seller chat with corresponding seller penalty points for abusive behavior.

Product review removed graphic_first half artboard.png

Checking cancellation request status

To check the status of your cancellation request, select View Cancellation Details for the order via My Purchases.

If you no longer wish to cancel the order, select Withdraw Cancellation Request > Confirm.

⚠️ Note

Sellers are allowed to reject cancellation requests for orders that have been packed/arranged for shipment.
If necessary, you may discuss with the seller directly via Shopee Chat or raise a return/refund request after you receive your order.
Refunds will be automatically processed upon successful cancellation.

Question 4

Why can't I change my mobile number? (Taglish)

Accepted Answer

Para sa English version ng article, basahin ito.

Para sa mga user na gustong magpalit ng mobile number, siguraduhin na sundin ang mga guidelines upang hindi mag-reject ang iyong request. Kapag na-fail ang alinman sa mga requirement, hindi mapapalitan ang mobile number.

Para sa Self-Delinking ng iyong number: Sundin ang mga criteria na ito sa pag-link ng iyong new mobile number sa Shopee:

Walang Ongoing order/s (pag meron kang parating na delivery, i-track mo ito o pwede mo ring i -contact ang courier)
Walang Ongoing Refund orders and transactions
Walang Ongoing Seller Wallet Withdrawal
Walang Ongoing Buyer Wallet Withdrawal
Walang Positive Seller Wallet balance
Walang Positive Buyer Wallet balance
Walang account na registered sa iyong new mobile number
Hindi Banned/Frozen ang status ng iyong account
Ang bagong number ni User ay HINDI dapat linked sa iba pang Shopee account.

⚠️ Tandaan

Pag hindi mo ma-update ang iyong mobile number kahit na-meet naman ang lahat ng condition, i-try ang basic troubleshooting.

Gamit ang Shopee app:

Pag may nakita kang error message matapos subukang magpalit ng mobile number in-app, sagutan ang Change Mobile Number Form.

⚠️ Tandaan

Bago sagutan ang Change Mobile Number Form, siguraduhing na-verify mo na ang iyong email address.

Gamit ang Change Mobile Number Form

Siguraduhing tama ang information para ma-validate ng Shopee ang iyong change mobile number request. Kung hindi tama at kumpleto ang information, posibleng hindi ma-process ang iyong change mobile number request. Sundin ang mga instruction sa form para sa karagdagang detalye.

Guide sa pag-submit ng mga kinakailangang photo:

Tandaan na kapag pinalitan ang registered mobile number sa iyong Shopee account kakailanganing maghintay ng 24 oras bago palitan ang iyong Seller Balance PIN o ShopeePay Wallet PIN para sa Wallet Security Measures.

Basahin ang mga sumusunod para sa information tungkol sa pagpalit ng PIN:

ShopeePay Wallet PIN
Seller Balance PIN

Question 5

What do I do if I don't receive an email verification code?

Accepted Answer

For the Taglish version of this article, click here.

If you didn’t receive an email verification code, make sure to check if:

You have linked your email address to your Shopee account
The email address linked to your Shopee account is spelled correctly
The verification code is in your email’s spam/junk folder

Make sure that you have verified your email address to receive a verification code. Below is the difference between a verified and unverified email address:

To verify your email address, go to the ME tab > select the gear tool icon > My Profile > select the Verify Now > enter your password > Continue > add or edit your email address > Done.

Go to your inbox in your email > open the Shopee email verification > select Verify your email address only or Verify email and subscribe to newsletters.

Question 6

[Account Safety] What should I do if I am notified of critical information changes for my account?

Accepted Answer

If you receive an in-app notification or email about critical information changes for your account and they are not made by you, you should:

Change your account password and change your ShopeePay PIN number immediately.
Contact Shopee Customer Service for assistance.

Critical account information changes include changes made to important details of your Shopee account, such as account password, phone number, email address, and more.

⚠️ Note

To help keep your account safe, Shopee will notify you of any changes in critical account information so that you can take immediate action if someone else is accessing your account.
If the changes are made by you, no action will be required.

Question 7

[Return Refund] What are the effective supporting documents I can submit as evidence for my refund/return request?

Accepted Answer

For the Taglish version of this article, click here.

Effective supporting documents will vary according to your reason for return/refund.

The following are very important and essential for the proper investigation of your return and refund requests.

Item/s with issues
Photo or video of the item/s showing and/or describing the issues upon receipt.
A detailed explanation/description of the problem will help the investigation reach a strong and definitive decision.

External Packaging
Photo or video showing the Front, Back and all Sides of the outside packaging with readable Air Waybill before opening.

A readable waybill should clearly show the following indicators:

Last Mile Tracking Number [Required]
Order ID or No.
Buyer’s name
Buyer’s address
Seller Details
Non-faded and scannable barcodes

Internal Packaging
Photo or Video showing the condition of the internal packaging upon opening of the parcel.
The photo or video should show if the items are properly packed and secured by the Seller. You may refer to this link for more information.

Here are some guidelines for submitting supporting documents:

Follow the file size limit: 10 MB per photo, 30 MB (up to 1 min) per video
Provide good quality evidence that is clearly visible (not blurry/pixelated)
Provide close-up shots to show defects clearly for damaged products
Uploading video evidence is required for returns of faulty products
Provide chat history or other evidence showing prior negotiation with the Seller, if applicable

Below is the detailed list of evidence needed based on the reasons you are selecting.

1. Non-receipt

Photo of 1 valid government ID [Optional]

2. Damaged product

Photo(s) and/or video of the product, showing physical damage (e.g. cracks, defects) [Required]
Photo or video showing the front, back, and all sides of the external packaging before opening. Make sure that the Air Waybill (AWB) is readable. [Required]
Photo/s and/or video showing the condition of the internal packaging upon opening the parcel. [Required]

3. Faulty product

Video of the product, showing it does not work as intended (e.g. electronic device that does not work despite connecting to power source/battery inserted) [Required]
Photo or video showing the front, back, and all sides of the external packaging before opening. Make sure that the Air Waybill (AWB) is readable. [Optional]
Photo/s and/or video showing the condition of the internal packaging upon opening the parcel. [Optional]

4. Incomplete/missing product

Photo/s and/or video of the parcel received showing that the products it contains were missing or incomplete upon opening. [Required]
Photo or video showing the front, back, and all sides of the external packaging before opening. Make sure that the Air Waybill (AWB) is readable. [Required]
Screenshot of the Seller’s listing that shows the number of products the Buyer should receive.[Optional]
Photo/s of the Air Waybill (AWB) on the parcel which shows the content/weight of the parcel. [Optional]

Photo/s and/or video showing the condition of the internal packaging upon opening the parcel. [Optional]

5. Wrong product

Photo/s and/or video of the parcel received and products it contains [Required]
Photo of the product being measured using a measuring tool (from one end to the other) if the product’s size is wrong. [Required for wrong sizes]
Photo or video showing the front, back, and all sides of the external packaging before opening. Make sure that the Air Waybill (AWB) is readable. [Required]
Screenshot(s) of the actual product from Seller’s listing in Shopee App [Optional]

6. Counterfeit product (Only for Mall Orders)

Photo/s and/or video of the product(s) showing any indication that product is not authentic with detailed explanation. [Required]
Screenshots/URLs/other documents to show features of an authentic product (e.g. serial number, brand logo, images from official website) [Optional]

⚠️ Note

For non-receipt cases, Buyers may be asked to provide identification documents. Shopee will check with the Seller and logistics partner to investigate the issue.
If the Seller can provide valid proof of shipment or the item is still in transit, the return/refund request will be rejected. If the item is lost in transit, the Buyer will be refunded.

Learn more about how to upload photos/videos from your device to the Shopee App and why you can’t upload photos/videos onto the Shopee App.

Question 8

Why can't I change my mobile number?

Accepted Answer

For the Taglish version of this article, click here.

If you wish to change their mobile number, kindly meet the following criteria below. If you failed any of the requirements needed, then the mobile number cannot be changed.

For Self-Delinking your mobile number

Criteria for linking a Shopee account to a new mobile number:

⚠️ Note

If you cannot update your mobile number even if all the conditions above are met, try these basic troubleshooting steps.

Via the Shopee app

If you see an error message when trying to change your mobile number in-app, fill out the Change Mobile Number Form.

⚠️ Note

Before filling out the change Mobile Number form, make sure you have verified your email address.

Via the Change Mobile Number Form

Kindly provide the correct information for Shopee to validate your change mobile number request. Otherwise, your request might not be processed. You may refer to the instructions indicated in the form for more details.

Guidelines in providing the required photos:

Please note that once you have changed your mobile number you will need to wait for 24 hours before changing your Seller Balance PIN or ShopeePay Wallet PIN for Wallet Security Measures. Click on the following links below to know how to change the PIN:

ShopeePay Wallet PIN
Seller Balance PIN

Question 9

[Customer service] How do I contact Shopee Customer Service?

Accepted Answer

For the Taglish version of this article, click here.

You can contact Shopee Customer Service via our feedback form or chat directly with our live agents via the Shopee App.

Calls: 02 8 880 5200 (Weekdays 7:00 AM to 7:00 PM, Weekends 9:00 AM to 6:00 PM)
Chat: 24/7 (in-app only)

To chat with our live agents, go to the Me tab > Chat with Shopee > start chatting.

⚠️Note

For order-related concerns, please include your Shopee username and Order ID for us to serve you in a more efficient manner.

Learn more on how to view the status of My Enquiries in the Shopee App.

Question 10

[Seller Chat] How is Chat Response Rate calculated?

Accepted Answer

For the Taglish version of this article, click here.

Chat Response Rate is calculated based on the percentage of replied conversations (including responses to offers) out of all conversations that require a reply.

⚠️Note

Replies must be sent within 12 hours to count as a valid response.
Only messages and offers sent in the last 90 calendar days are calculated.

You can learn more about Chat Response Rate calculation on the Seller Education Hub.

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