Hi, how can we help?

Contact ShopeeFood Merchant Support when you need help with orders, settlements, account access, store operations, device issues, or other platform concerns.

Choose the available channel Use the Help Center or support option shown in your Shopee Partner App or Shopee Partner Web Portal. The available options may vary by account, store role, and issue type.

Before contacting support

• Identify the merchant name, store name, and store ID.

• Use the registered email address and contact number for the account.

• Prepare the order ID, settlement period, device serial number, or other reference relevant to the issue.

• Write a short description of what happened, when it happened, and what you have already tried.

• Attach clear screenshots, receipts, settlement reports, or photos when they help explain the issue. Cover unrelated sensitive information before uploading.

Contact support from the Shopee Partner App or Shopee Partner Web Portal

• Open the Shopee Partner App or Shopee Partner Web Portal and sign in to the affected merchant account.

• For Shopee Partner Web Portal, open ‘Help Center’, then search for the article title closest to your issue.

• For Shopee Partner App, open ‘Help Center’ and select the topic closest to your issue, then start a chat or submit the available request form.

• Provide the prepared details and attachments, then save the case reference or conversation record. 

Reference visual: support options in the Shopee Partner Web Portal and Shopee Partner App

For common concerns

Missing or incorrect settlement

Include the settlement report, expected amount, amount received, affected period, and proof of the difference.

Merchant Balance adjustment or deduction

Include the adjustment notice, order ID, evidence relevant to the claim, and submit within the applicable dispute deadline.

Out-of-stock or order issue

Include the order ID, customer-contact history, unavailable item, and the action already taken in the app.

Broken, lost, or stolen device

Include the device model or serial number, incident details, and clear photos or report documents if requested.

If the support option is not available

Contact your assigned account manager or the support contact details provided during your onboarding. Keep your account and store details ready for faster assistance.