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How to claim Return to Buyer (RTB) parcels?
When your return/refund request has been rejected after not meeting the quality check standards of Shopee Warehouse, the parcel will be tagged as Return to Buyer (RTB). The product will be sent back to you under these circumstances:
Return-shipping from Shopee Warehouse (via Shopee-supported Courier)
This only applies for standard-sized parcels (less than 50kg volumetric weight) with delivery address within the courier’s serviceable area. Shopee Warehouse will book a courier to deliver the parcel to you. You may check the parcel’s delivery status in the Shopee App. It will be labeled as Shipped Back To You.
Return-shipping from Shopee Warehouse (via Non-Integrated Couriers)
This process only applies for:
Oversized parcels (over 50kg volumetric weight)
Standard-sized parcels (less than 50kg volumetric weight) with delivery address outside the courier’s serviceable area
Shopee will contact you via phone and/or email with a return/refund decision and available shipping options.
If Shopee will book the courier
A confirmation email will be sent to you with accompanying tracking information.
You do not need to pay the shipping cost.
Ensure the parcel is promptly received upon delivery.
No official receipt will be provided after completing the delivery.
Refusal of the proposed shipping arrangement will result in no further shipment and the parcel remaining at the warehouse.
If you opt to book a courier
Contact Shopee customer service via chat and provide the following information:
User ID and/or Username
Return ID
Order ID
Contact Number
Wait for Shopee’s email confirmation of the pick-up schedule and contact person before booking.
You will bear the initial shipping cost, including tolls, entrance fees, and other applicable charges which will be reimbursed after delivery is done.
To request for reimbursement, please contact Shopee Customer Service and provide a valid document showing the total charges incurred for the shipment (including toll fees, entrance fees, etc.).
If you opt to do self pick-up
Contact the Shopee Customer Service via chat and provide the following information:
User ID and/or Username
Return ID
Order ID
Authorization letter
Valid IDs for both claimant and authorized pickup person
Shopee will send an email confirmation of the pick-up schedule and contact person.
⚠️Note Please ensure oversized parcels are picked up within 30 days from the contact date by Shopee. Parcels not picked up within this timeframe will be disposed of. |
Return-shipping from Sellers
The Seller will book a courier to deliver the parcel to you. You do not need to pay the shipping cost. Please coordinate with the seller on updates regarding the parcel’s delivery status.
⚠️Note • For a seamless return process, make sure that your phone number, email address, and return address are updated. • Please ensure the parcel is promptly received upon delivery. After 2 failed delivery attempts, the parcel will be directed to Shopee Storage where you may claim the parcel. Read here for more information. |
Learn more about the other FAQs related to Return to Buyer.