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Shopee Guarantee is a feature that protects buyers and Sellers against fraudulent transactions to keep online shopping and selling safe and easy. 

It protects users by holding the payment from Sellers until the Buyer confirms receipt of the order. Once the Buyer accepts the order, the payment will be released to the Seller.

The Shopee Guarantee period is calculated based on the Seller's Days to Ship (DTS), Courier Delivery Time, and the Buyer Confirmation Time (Confirmation of receipt of parcel), which starts from the order creation date. 

Here’s an example of how this can be calculated:

1 (Days to Ship) + 8 (Courier Delivery Time) + 3 (Buyer Confirmation Time) + 4 (Additional days for Return/refund Window) = 16 days

• Seller’s Days to Ship - number of days given to sellers to prepare for delivery

• Courier Delivery Time - the number of days it takes for the order to arrive. Starting from the day Courier successfully picked up the order from the seller and delivered it to the buyer.

• Buyer Confirmation Time -  number of days allowed for the buyer to confirm receipt after delivery by clicking the "Order Received” button. Once confirmed, order will shift from “To Receive” tab to “Completed” orders tab. If no confirmation from the buyer was received until the end of the period, the order will automatically be completed.

• Shopee Returns Window - if there are any issues with the received item/s or buyer had a change of mind (for eligible items), the buyer can raise a return/refund request within the Shopee Returns Window (even if the order is already confirmed or in the “Completed” tab)

Order Not Shipped

Sellers need to ensure that they’ve shipped out the order within the DTS period. Otherwise, the order will be automatically canceled and payment for non-COD orders will be refunded to the buyer at the end of the Shopee Guarantee period.

The buyer is allowed a one-time 3-day extension of the Shopee Guarantee period per order if sellers have not yet shipped out the item. Select Extend Shopee Guarantee on the Order Details page. 

Order Shipped

• Confirmation of Receipt of Order

Buyers are encouraged to confirm the receipt of their order or request for Return/Refund within the Buyer Confirmation Time or until the end of the Shopee Guarantee Period (or Extended Shopee Guarantee Period). Otherwise, the order will be automatically completed at the end of this period and payment will be processed for release to the seller.

• Filing for Return/Refund for Orders

Buyers who are not satisfied with an order (or had a change of mind for eligible orders) may file a request for return/refund until the end of the Shopee Returns Window.

Depending on when the buyer raised a Return/Refund request, the order can be found on the following My Purchases tab: