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[Return Refund] How do I raise a return/refund request?

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You can request a return/refund within the Shopee App while your order is still covered by the Shopee Returns Window, even after selecting the Order Received.

 


Seller Type

Buyer Confirm Time

Shopee Returns Window

Mall

7 days from delivery

15 days from delivery

(Extended)

Non-Mall

3 days from delivery

7 days from delivery

(Extended)


⚠️Note

Before requesting a refund on Shopee, buyers need to activate ShopeePay or provide a valid bank account on the app for smoother processing. Find out more about the refund timeline.



Before raising a return/refund request make sure that the conditions are met,  you can also see the allowable and not allowable reasons to request a Return/Refund below:


Allowable Reasons

Description

Missing part of the order

The parcel received does not contain some items ordered (missing item or quantity), or a part of the item ordered is missing (missing part or accessory).

Empty Parcel

The parcel received is empty (pouch or box only), or the parcel contained product/s far from what was ordered (ex: ordered a bag but received a note/coupon/rock/etc)

Seller sent wrong item

The product (wrong item) or variation (wrong color, wrong size, etc) you have received is incorrect. The seller sent the wrong product/variation of the product. 

Damaged - Shattered/ Broken Product/s

The product received is shattered/ broken and is not usable anymore due to the severity of the damage.

(Applicable to select product categories that are fragile/breakable only)

Damaged - Spilled Liquid/ Contents

The product received has spilled already upon receipt

(Applicable to select product categories with contents that can spill only) 

Damaged - Scratch/Dents

The product received has scratches/dents.

Damaged - Other types of damage

The product received is damaged 

(Damaged items that do not fall under the other types)

Product is defective or does not work

The product is not working or not functioning.

Expired

Products that are no longer usable or safe for consumption.

(Applicable to select product categories that are perishable)

Counterfeit product

The product you received is not original or an imitation.

(Applicable for items purchased from Shopee Mall Sellers only)

Change of Mind 

This applies when a buyer decides they no longer want/need the item they purchased. There are no problems with the item itself; it's simply not what the buyer wants or needs anymore.


Just return items in complete, brand new condition, and in original packaging - No questions asked!

(Not applicable to certain product categories & non-returnable items)

-

Not Allowable Reasons

Description

Select personal items that are not applicable for return.

Personal items such as undergarments, innerwear, swimsuits, used makeup, perishable goods, grocery items, jewelry (earrings), and adult products are prohibited.



To raise a return/refund request

Select Return/Refund corresponding to the order > Select a reason for request > Select the products and quantity for return/refund > Next.


Raising-return-refund-request-on-Shopee-App.gif


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


When the Buyer will raise a Return/Refund Request

Order Tab Location

Before order completion

(before the Buyer selects Order Received)

TO RECEIVE

To Receive.png

After order completion

(Either buyer selected Order Received, or the system has triggered Order Completion)

COMPLETED

Completed.png


⚠️Note

The Change of mind return/refund reason is unavailable for Bundle Deals, Add-on Deals, or Purchases with Gifts when you select only a partial quantity of the items (e.g., returning 1 out of 3 items).



Then, select Reason > choose the reason > select Confirm > provide required evidence/s and input description of the claim > Submit


If you select I have received my items but there are issues, you’ll be able to choose from seven (7) return/refund reasons:


Raising-return-refund-request-on-Shopee-App---Select-Reason.gif


If you selected I didn’t receive my items, you’ll be able to choose from 3 reasons:


There may be two solutions available, depending on your reason: 

  • Return and Refund

  • Refund Only (you may enter your preferred Refund Amount)



⚠️Note

• After the buyer selects a solution, Shopee reviews the case and decides if an immediate refund without returning the item is granted, or if the item must be returned for a full refund. Learn more about refund calculation.

• The required fields for your return/refund request vary based on the reason chosen.

• Return/refund requests follow similar steps regardless of the reason. The key difference lies in the types of effective supporting documents required to support your request.

• The Refund Only option will only be available for the following: 

· Products not delivered

· Missing part of the product

· Empty Parcel

· Shattered/Broken Products

· Spilled Liquid/Contents

· Expired Product(s)

· Products under the Perishables and Digital Products and Services categories.

• Your return/refund request will be processed within 7-9 working days and you will be notified of the outcome via in-app push notification and email:

• For Refund Only cases, Shopee will review the case and get back to you on the resolution. Sellers may approve refund-only requests directly if they agree with your request.

• For Return and Refund cases, you must return the product to receive your refund (unless otherwise specified). Find out more about how to ship your return parcel.

• The final solution may be updated based on Shopee's review.

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