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How do I discuss my refund with the Seller?
Para sa Taglish version ng article, basahin dito.
Once you have submitted the return/refund request, a Discuss button will appear. This feature is found on the Return/Refund page where both buyers and sellers can interact to discuss and negotiate the suitable refund amount or return option of the order.
Here you may start discussing with the seller the reason why you have requested the return or refund of the item.
⚠️Note · It is a different platform from Chat Now in which buyers contact sellers before purchasing a product. · All return/refund requests must be made within the Shopee Guarantee period ONLY. |
For approved return requests, the buyer needs to return the item first to get a refund as requested. However, sellers may enter a negotiation phase within 24 hours and propose an acceptable refund amount to counter the approved return of the buyer. When the buyer accepts the proposal, you’ll be refunded immediately. This means that the return/refund process has completed and the item/s shall no longer be returned.
For approved refund request, you’ll be refunded immediately. But if the seller responds, you’ll have 2 days to respond back with two options: 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 · Seller will review your proposal and might counter again. Please discuss this with the seller to reach an agreement. · If the buyer and the seller failed to establish an agreement, the buyer shall continue to return the item/s and does not need to secure approval from the seller as Shopee has already decided that the buyer is allowed to return the item/s to get 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.
