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[Return Refund] Why is my return/refund request status shown as Case under review?
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When the status of a return/refund request is Case under review, it means that Shopee is currently looking into this case. Once this review is completed, the status of your return/refund request will be updated accordingly and you’ll be notified via in-app notification and email.
Depending on the nature of your request, we may require you to provide more evidence to help expedite the review process.
Here are the types of evidence you may be asked to provide for different types of return/refund reasons:
Damaged item
Photo(s) and/or unboxing video of the parcel and product (e.g. showing area of damage or how it does not work as intended)
Photos(s) and/or video showing the internal and external packaging of the parcel received
Photo of the AWB/consignment note attached to the parcel
Expired product
Photo/s or video showing the expiration date of the item/s received
Photo or video showing the front, back, and all sides of the external packaging before opening. Make sure that the Air Waybill (AWB) is readable.
Missing part of the order
Photo(s) and/or unboxing video of the parcel and content received
Photo of the Air Waybill (AWB)/consignment note attached to the parcel that shows the content/weight of the parcel that you should have received
Seller sent wrong item
Photo(s) and/or unboxing video of the parcel and product received
Screenshot(s) of the actual product from the seller’s listing
Photo of the AWB/consignment note attached to the parcel
Counterfeit product
Photo(s) and/or unboxing video of the parcel, the product, and its packaging
Photo of the AWB/consignment note attached to the parcel
Supporting documentation to show features of an authentic product (e.g. serial number, brand logo, images from the official website)
⚠️ Note • You should provide the evidence required within 1 day so that we may continue with the review. Ensure that the evidence you provide is of high quality and visible. • If the evidence is of poor quality, you will be notified and given 1 additional day to provide new evidence. Otherwise, Shopee will make a judgment based on the evidence available. • For refund-only cases, sellers may approve these requests directly if they agree with you. The refund-only option is only applicable to the following return reasons: • Missing quantity/accessories (i.e. incomplete/missing products) • Parcel not delivered • Products under Perishables and Digital Products and Services categories. • Shattered/Broken products • Spilled liquid/contents • Expired products • Empty/suspicious parcel |
Change of Mind
Photos and/or videos of that product(s) showing the product in its original quality and quantity just before packaging for returns.
Photos and/or videos of the product(s) packed in the returns package.
