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A Merchant Balance adjustment is a change to your Merchant Balance that may be applied after a refund, claim review, or other settlement correction. It can change the amount payable to you for a settlement period.

Common Example: A refund to a Customer for a missing item, wrong order, or damaged order may result in a deduction from your Merchant Balance after we have validated the claim.

Where Can I See the Adjustment?

• Open the Shopee Partner Web Portal and go to the Merchant Balance  or Settlement section.

• Review the transaction details for the affected order or settlement period.

• Compare the adjustment with the related refund, claim, or settlement report.

• Check whether the entry is shown as On-hold, Settled, or another transaction status.

Reference visual: On-hold settlement transactions

What Happens After A Customer Claim?

• We may contact you through your registered contact details with us to validate the Customer’s claim.

• The adjustment may be reflected in the Merchant Balance after the claim is validated by us.

• If the claim is not valid based on our investigation, we will make the necessary corrections to your Merchant Balance if the adjustment has already been applied.

• A negative settlement may carry forward to the next settlement period and may not reduce the Merchant Balance.

How To Dispute An Adjustment

• Review the adjustment notice and related order details.

• Prepare evidence such as the order receipt, packing photo, preparation record, or other proof relevant to the claim.

• Reply to our email about the adjustment or contact ShopeeFood Merchant Support through the available channels. You may check this  article on how to reach ShopeeFood Customer Service.

• Submit the dispute within seven (7) calendar days of the transaction, or by the deadline stated in the adjustment notice if different.

• Keep the case reference and support response for your records.

Review settlement records: Settled transactions

PH support disclaimer: use the support channel shown in the Partner App or Web Portal and provide the order and adjustment details.