Hi, how can we help?
How do I discuss my refund with the Seller?
Para sa Taglish version ng article, basahin dito.
After submitting your return/refund request, a Discuss button will appear on the Return/Refund page. This lets buyers and sellers communicate and negotiate the refund amount or return option.
Here you may start discussing with the seller the reason why you have requested the return or refund of the item.
⚠️Note • This is different from Chat Now, which buyers use to contact sellers before purchasing. • All return/refund requests must be made within the Shopee Returns Window period only. |
For approved return requests, the buyer must return the item to get a refund. However, the seller may enter a negotiation within 24 hours and propose a different refund amount. If the buyer accepts, the refund will be processed immediately, and the item no longer needs to be returned.
For approved refund requests, the refund is processed immediately. If the seller responds, the buyer has 2 days to either accept the proposal or counter the offer.
ACCEPT the proposal
Once you tap the Accept Proposal, this means that you agree and are satisfied with the offer that the seller proposed.
COUNTER the offer
Once you tap the Counter tab, you can select a new solution and an amount to negotiate with the seller.
⚠️Note • The seller will review your proposal and may send another counteroffer. Discuss with the seller to reach an agreement. • If no agreement is reached, the buyer should proceed with returning the item(s). No seller approval is needed, as Shopee has already authorized the return for a refund. |
The Discussion History is accessible on the Return/Refund Details page, but no further actions are allowed by any party. It is only viewable after both parties find a suitable solution.
To view the discussion history, go to Return/Refund under My Purchases > select the item that you are currently requesting for return/refund > DISCUSSION HISTORY.
Learn about how to raise a request for a return and refund.