Hi, how can we help?

If you did not receive an expected settlement, did not receive the transactions and settlement report, or received an amount that does not match your records, check the settlement details first and then report the issue to ShopeeFood Merchant Support via our live chat found in your Partner App.

Check These Details First

• Confirm that the order was completed and belongs to the settlement period you are checking.

• Check the Settled and On-hold sections in the Shopee Partner Web Portal.

• Review the registered bank account details and confirm that the account is active.

• Consider bank cut-off times, weekends, and public holidays when checking the expected credit date.

• Compare the amount received with the settlement report, including commission, taxes, refunds, and Merchant Balance adjustments.

Reference visual: settlement summary report

Report the Issue

Contact ShopeeFood Merchant Support through the support option available in your Shopee Partner App or Shopee Partner Web Portal. Include the following information for us to  investigate the issue:

• Merchant name and store name or store ID.

• Registered email address and contact number.

• Settlement period, order IDs, and the expected amount.

• Proof of the settlement report and proof of the amount received, including the difference if applicable.

• A screenshot or bank statement excerpt showing the missing or incorrect credit, with unrelated sensitive information covered.

Processing note:  If the issue is caused by bank crediting delays or a system issue, we may provide a separate notification or resolution timeline. We will contact you through your registered contact details with us. Keep your registered contact details up to date.

Check settlement records

Open: Settled transactions

For downloadable reports: My Reports