Question 1

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:

Question 2

Basic Troubleshooting Guide

Accepted Answer

If you have encountered an unexpected error or issues within your Shopee App, we strongly recommend that you do any of the following troubleshooting tips below:

Please note that you don’t need to do all the troubleshooting tips, you may find what works best for you.

For Mobile App

Close then re-open the Shopee App
Force close the Shopee App to refresh the running background
For iOS: From the home screen, swipe up from the bottom of the screen and pause slightly in the middle, then swipe right or left to find the app that you want to close. Lastly, swipe up the app’s preview to force close the app.
For Android: Open the Settings application, then scroll down and tap on “Application Manager”, and then scroll down in the “Download” list and tap the name of the app. Lastly, Tap “Force Stop” to fully close the application on your device.
Close all the running apps
Log out/Login from Shopee account
Restart your device
If you are connected via mobile data/3g/4g try connecting to a stable internet connection
If you are using a home wifi connection, try to restart the modem to refresh the internet connection
Log out then log in from your account
Try using a different device like a mobile phone, desktop, or laptop
Clear the app cache
Make sure that your app is always updated
Uninstall and re-install your app
Make sure that the correct account is logged in

For Web

Clear the web cache
Close all the running windows
Try using a different browser (Ex: Google Chrome, Safari, Firefox, etc)
Switch to incognito or private browser mode
Restart the modem of your wifi or internet connection
Try to change to another internet source
Log out/Login from Shopee account
Use a different device like a computer, laptop, iPad, or mobile device
Restart your device
Make sure that the correct account is logged in

⚠️Note

If you're a buyer and unable to checkout, make sure that all fields (products, payment type, vouchers, shipping) are already selected and/or try other products.

If the issue still persists, we recommend that you take a screenshot and video recording of the app and take note of the device name or software program before contacting us.

Learn more about Payment FAQs and what to do if you don’t receive an email verification code.

Question 3

[Buyer] How can I use my Shopee Coins?

Accepted Answer

You can redeem vouchers on the Coins Rewards page or send Shopee Coins to your friends via Chat.

⚠️ Note

You may redeem as many vouchers on the page as the coins balance will allow. However, a refund for Shopee Coins used to redeem vouchers on the Coins Reward page is prohibited.

You can also use Shopee Coins as a discount sitewide on all purchases. 1 Shopee Coin is equivalent to ₱1.

Make sure to turn on the toggle at the bottom of the Shopping Cart page to use your Shopee Coins.

For Spending Shopee Coins on offsetting purchases:

The spending limit for Shopee Coins is 25% of the total checkout amount.
Daily limit is 200 coins, with the limit refreshing 24 hours from the buyer’s last purchase
7-day limit is 600 coins, with the count starting from the first day the buyer used coins to offset a purchase (e.g. if a buyer spent coins to offset on a Tuesday, the buyer’s 7-day limit will refresh on Tuesday midnight)

⚠️ Note

Users will not be able to use Shopee Coins when buying products covered by the Philippine Milk Code, such as Infant Milk (0-6 months), Follow-On Milk (6-12 months), and Toddler Milk (1-under 3 years).

Shopee Coins will ONLY be automatically refunded if an order is FULLY returned/refunded, or canceled. If an order is partially refunded, you can continue to enjoy the discount from Shopee Coins as they will not be refunded.

Question 4

[Buyer] How do I use saved Vouchers during checkout? (Taglish)

Accepted Answer

Para sa English version ng article, basahin ito.

Siguraduhin na-fulfill ang lahat ng voucher requirements para ma-apply ang voucher sa iyong order. Ang ilang vouchers ay may required na specific payment method, shipping options, shop, at iba pa. Ang voucher na iyong na-claim ay makikita sa My Voucher wallet.

Maaaring gumamit ng hanggang sa dalawang (2) voucher types kada checkout:

1 Free Shipping Discount Voucher, Discount Voucher, or Coins Cashback Voucher
1 Shop Voucher per shop

Para gamitin ang saved vouchers sa checkout

Pumunta sa iyong Shopping Cart at piliin ang Shopee Voucher > piliin or ilagay ang code > OK at tumuloy na sa pag-checkout ng iyong order

⚠️Tandaan

Ang shop vouchers ay automatically applied sa iyong order sa Shopping Cart page.
Ang shop voucher ay makikita lamang sa mga shop na merong Shop Vouchers.

Alamin ang tungkol sa Voucher Codes.

Question 5

[Credit/debit card] Why can't I check out with my credit/debit card?

Accepted Answer

If you can't check out with your credit/debit card, it may be due to transaction limits, card errors, unaccepted cards, or restrictions due to card misuse. Kindly see the reasons below to find out how you can resolve the issue:

Transaction Limits

There is a maximum transaction limit for credit/debit card purchases.

Card errors

Card not showing

If a new card you have added is not showing, close and reopen your Shopee App. Try troubleshooting if this doesn't work.

Incomplete payment

If your payment process was incomplete, check with your bank to see if the amount was deducted before making another payment attempt. Alternatively, you can contact Shopee Customer Service or Shopee Cares PH for clarification.

Card not accepted on Shopee

Some overseas cards and cards issued by certain banks aren’t accepted on Shopee. Check if your card is accepted on Shopee.

Restrictions due to card misuse

Credit/debit card payments are subject to transaction policies by card providers. If your credit/debit card is suspected of violating the policies, you will not be able to check out with it on Shopee. Try another card if you have one. Or, you can contact Shopee Customer Service or Shopee Cares PH if you think that the error is not due to any suspicious activities.

For other concerns related to your account being locked, learn more about Account Limitations.

Question 6

[Delivery] Can I change my delivery details after my order has been placed? (Taglish)

Accepted Answer

Para sa English version ng article, basahin ito.

Siguraduhin na laging i-check ang iyong delivery details (katulad ng Pangalan, address, o contact number) bago magcheckout na iyong order. Hindi na mapapalitan ang delivery details o ma-cacancel ang iyong order kapag na-arrange na ni Seller ang iyong order for shipment.

Kung kailangang magpalit ng address pagkatapos ang checkout, sunduin ang mga sumusunod na criteria na ito:

Puwede mong pailtan ang delivery details sa loob ng 1 oras pagkatapos i-place ang order o bago i-arrange ng Seller ang iyong order for shipment.
Hindi mo pa nababayaran or hindi pa na-confirm ng Seller ang iyong payment (para sa non-Shopee Supported Logistics)
Hindi ka pa nag-request para sa change of address para sa dating order. Isang (1) beses lang puwedeng magpalit ng address sa kada order
Parehas o mas mura ang Shipping Fee kumpara sa unang address
Hindi gaano kalayo ang ang bagong address mula sa unang address (para hindi madagdagan ang Shipping Fee)

⚠️ Tandaan

Pag na-arrange for shipment na ng Seller ang iyong order, hindi mo na maaaring palitan ang iyong shipping address at hindi mo na maaaring ii-cancel ang iyong order (maliban na lang kung magre-request ka sa Seller mismo ng manual order cancellation).

Sundin ang steps na ito para magpalit o mag-add ng bagong address:

Piliin ang To Ship sa My Purchases via the Me tab > Piliin ang order > Piliin ang CHANGE sa tabi ng Delivery Address > Piliin ang address na gusto mong palitan > Confirm.

Ito ang mga sumusunod na details na pwedeng palitan:

Recipient's Name
Phone Number
Delivery Address

⚠️Tandaan

Para palitan ang bagong address na hindi saved sa aming system, puwede kang mag-Add a new address sa Address Selection page.

Pag gusto mo pa ring palitan ang iyong address pagkatapos ito i-ship ng Seller, puwede mong:

Direktang i-contact ang logistics partner
I-chat ang Seller

Para mas maintindihan ang article, basahin kung paano i-add/palitan/i-edit ang iyong address.

Question 7

How to add debit/credit card?

Accepted Answer

We accept all locally issued Mastercard or VISA credit or debit cards.

Step 1: Go to “Me” tab, then click on the gear icon located at the upper left hand part of the page.

Step 2: Select “Bank Accounts/Cards" on the account settings page.

Step 3: Under Credit/Debit card click “Add New Credit Card”.

Step 4: Enter the 16-digit card number, expiration date and CVC and then tap, "submit".

*American Express, JCB and Diners Club credit cards are not accepted.

Step 5: A confirmation will be displayed once card is added successfully.

Click here to know why you can not use your credit/debit card.

Question 8

[Order Cancellation] Can I cancel my order? (Taglish)

Accepted Answer

Para sa English version ng article, basahin ito.

Pwede mong i-cancel ang iyong order gamit ang Shopee app. Pindutin lamang ang Cancel Order sa Order Details page at piliin ang tamang Cancellation Reason bago mag-Confirm.

I-review muna ang mga details ng iyong request bago i-confirm dahil pwede ka lamang mag-cancel nang isang beses bawat order.

Mga posibleng mangyari sa iyong cancellation request depende sa type ng order:

1. Paid local or overseas order (na hindi pre-order item) & Paid pre-order overseas order

Makakapag-request ka ng cancellation agad bago i-arrange ni Seller ang iyong order for shipment. Hindi na pwede i-cancel kapag na-arrange na ni Seller ito for shipping.

2. Paid local (pre-order item)

Makakapag-cancel ka lamang ng order sa loob ng isang oras pagkatapos mo mag-place ng order at kung hindi pa na-aarrange ni seller ang iyong order for shipping.
Pagkatapos ng isang oras, kailangan nang i-approve ni Seller ang iyong cancellation request.
Hindi na maka-cancel ang iyong order pag na-ship out na ito ni Seller.

I-check ang status ng cancellation request

Sa My Purchases page, piliin ang View Cancellation Details ng iyong order.

Kung gusto mong bawiin ang iyong cancellation request, pindutin ang Withdraw Request > Confirm.

⚠️ Tandaan

Pwedeng i-reject ni Seller ang iyong cancellation request kung na-ship na niya ang order.
Pwede ring makipag-usap kay Seller gamit ang Shopee Chat o mag-request ng return/refund pag natanggap mo na ang order na gusto mong i-cancel.
Automatic na mare-refund ang iyong payment kapag successful ang iyong cancellation request.

Question 9

[ShopeePay] How do I Cash In my ShopeePay Wallet? (Taglish)

Accepted Answer

Para sa English version ng article, basahin ito.

Pwede kang mag-Cash In sa iyong ShopeePay wallet gamit ang mga sumusunod na payment methods:

⚠️Note

Ang ShopeePay ay may charge ng 1% admin fee para sa Cash Ins via (GCash, Coins.PH) simula June 2, 2022. Maaari paring enjoyin ang free Cash In sa iyong linked bank account at sa mga bank apps na merong InstaPay.

Para mag-Cash In, pindutin lang ang ShopeePay wallet button sa homepage > piliin ang Cash In > piliin ang nais na payment option > complete payment.

Pagkatapos ma-verify ang iyong payment, makikita agad sa iyong ShopeePay balance ang Cash In amount. Narito ang listahan ng mga available cash in payment channels. Maaaring kontakin ang Shopee Customer Service or Shopee Cares PH kung hindi lumabas ang iyong Cash In balance pagkaraan ng isang (1) araw.

Kung magkaroon ng problema sa pag-Cash In sa iyong ShopeePay balance, maaaring ito ay dahil sa payment issue. Kontakin ang Shopee Customer Service at ibigay ang Transaction ID. Makikita ito sa pamamagitan ng pagpili ng failed Cash In transaction sa ibaba ng Last Transactions > COPY.

Balance limits

Maaaring mag-Cash In nang hanggang Php 50,000 monthly balance ang mga unverified accounts, at hanggang Php 100,000 naman para sa mga verified accounts.

Kung makakaranas ng unexpected error or issues sa iyong Shopee App, lubos naming iminu-mungkahi na gawin ang mga troubleshooting tips na ito.

Alamin ang iba pa tungkol sa ShopeePay at kung paano mag-link ng debit card sa iyong ShopeePay.

Question 10

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

Accepted Answer

Para sa English version ng article, basahin ito.

Maaari kang mag-raise ng Return/Refund request para sa iyong order gamit ang Shopee app, habang ito ay sakop pa ng Shopee Guarantee period at hindi mo pa napipindot ang Order Received button.

Bago mag-raise ng return/refund request siguraduhin na ang mga sumusunod na conditions ay nasunod, maaari rin na makita ang allowable at not allowable reason para mag-request ng return/refund sa baba:

Allowable Reasons	Description
Parcel delivered with missing items	Ang parcel ay walang laman, o kulang o nawawala ng ilang parte ng item.
Received the wrong product	Mali ang napadala ni seller. Ang produkto o variation na natanggap ay mali o iba sa napili.
Received a product with physical damage	Ang produkto na natanggap ay may halatang dent, gasgas, basag, o ito ay expired na.
Received a faulty product	Ang produkto ay hindi gumagana.
Received a counterfeit product	(Para sa mga item na binili mula sa sellers sa Shopee Mall), ang produktong natanggap ay hindi original o ito ay imitation lamang.
Change of Mind	Produkto na mayroong Free Return label ay tatanggapin

Not Allowable Reasons	Description
Mga piling personal items ay hindi maaring ibalik sa seller.	Ang personal na item gaya ng undergarments, innerwear, swimsuits, used makeup, perishable goods, grocery items, jewelry (earrings), and adult products ay i-panag-babawal.

Para gawin ito, piliin ang To Receive na nasa My Purchases na makikita sa Me tab > piliin ang order > pindutin ang Return/Refund > Select Reason > piliin ang product na nais i-return > Next.

Pumili ng Reason > piliin ang return/refund reason > Confirm > mag-upload ng ebidensya at description (kung meron) > Submit.

Kung ang napili mo ay I want to return my items, ikaw ay makakapili sa limang (5) return/refund reasons:

Parcel delivered with missing items (I received the parcel, but some items were missing/ the parcel was empty)
Received the wrong product (Seller sent me a wrong product/variation)
Received a product with physical damage (e.g. dented, scratched, shattered) or has expired
Received a faulty product (Malfunction or item does not work as intended)
Received a counterfeit product
Had a Change of Mind (only for certain products purchased with Free Return Label)

May dalawang solution na maaari mong pagpilian depende sa iyong return/refund reason:

Return and Refund
Refund Only (maaari mong ilagay ang nais na Refund Amount)

⚠️ Note

Sa paglalagay ng impormasyon para sa iyong request, nag-iiba ang fields na dapat sagutan base sa iyong Return/Refund Reason.
Magkapareho lamang mga hakbang sa pag-raise ng return/refund requests kahit magkaiba ang mga reason. Ang pagkaka-iba lamang ay ang effective supporting documents na maaari mong i-submit bilang patunay sa iyong request.
Ang Refund Only option ay magagamit lamang para sa mga sumusunod; mga di-nareceive na order; nawawala o may kulang sa order; at, mga order na sakop ng Perishables and Digital Products, and Services categories.

Ang iyong return/refund request ay ipa-process sa loob ng 7-9 working days, at ikaw ay ino-notify tungkol sa resulta nito sa pamamagitan ng in-app push notification and email:

Para sa Refund Only cases, babalitaan ka ng Shopee matapos itong i-review.
Para sa Return and Refund cases, kailangan na maipadala pabalik ang product bago makuha ang refund (maliban kung may ibang agreement). Alamin kung paano magpadala ng return parcel.

Para malaman kung ano ang gagawin kapag aksidenteng napindot ang Order Received button, pumunta sa article na ito. Kung mayroon katanungan tungkol sa refund ng vouchers, alamin dito.

Hai, ada yang bisa kami bantu?

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