Hi, how can we help?
What are supporting documents required during a dispute in Return/Refund?
Para sa Taglish version ng article, basahin dito.
1. Non-receipt Claim
The burden of proof is on the seller only.
If a buyer claims non-receipt of the product, Shopee will hold the payment. If the seller provides valid shipping proof, the buyer’s claim will be denied. A dispute will only be raised if the seller rejects the claim using the “Submit Dispute to Shopee” function. Shopee will then collect supporting documents from the seller.
Supporting documents from the seller:
Formal shipping proof (e.g., delivery receipt, tracking number)
Photo of the parcel/package, showing delivery company info, tracking number, and both seller's and buyer's details
Chat history or any other supporting evidence of prior negotiation
2. Normal Returns Disputes
a) Seller does not agree with the return request
The burden of proof is on the buyer only.
If the buyer receives damaged, faulty, or incorrect products, Shopee will hold the payment. The buyer must provide photo or video evidence showing the issue. A dispute will be raised only if the seller rejects the return via the "Submit Dispute to Shopee" function. Shopee will collect supporting documents from the buyer.
Supporting documents from the buyer:
Photos of the product(s) showing areas that are damaged and/or wrong.
Proof of attempt to resolve with the seller (i.e. chat history).
Chat history or any other evidence showing prior negotiation.
b) Seller agrees with the return request but did not receive the product(s)
The burden of proof is on the buyer only.
If both buyer and seller agree on a return, but the seller claims non-receipt of the product(s), the buyer must provide valid shipping proof to receive a refund.
Supporting documents from the buyer:
Formal shipping proof (e.g., delivery receipt, tracking number)
Photo of the parcel/package, showing delivery company info, tracking number, and both seller's and buyer's details
Chat history or any other supporting evidence of prior negotiation
3. Disputes for Return item in brand new/sealed condition
a) Seller does not agree with the return request
The burden of proof is on the buyer only.
When the buyer receives the product(s), payment will be held by Shopee. The buyer must provide photo/video evidence showing the product's original quality and quantity. A dispute will be raised only if the seller disagrees with the return via the "Submit Dispute to Shopee" function. Shopee will gather the supporting documents from the buyer.
Supporting documents from the buyer:
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.
b) Seller agrees with the return request but did not receive the product(s)
The burden of proof is on the buyer only.
If both buyer and seller agree on a return request and the seller claims the product(s) was not received, the buyer will need to provide valid shipping proof to get a refund.
Supporting documents from the buyer:
Formal shipping proof (i.e. delivery receipt and tracking number if any).
Photo of the parcel package/information, including information of the delivery company, tracking number, seller’s and buyer’s name, contact number, and shipping address.
Chat history or any other evidence showing prior negotiation.
4. Additional Information
a) Lost Mail
Shopee recommends using registered mail to avoid lost shipments. If both parties agree on normal mail, keep the shipping receipt for potential non-receipt claims.
Kindly note that any prior agreements will be honored. For instance, if the seller agrees to use registered mail but opts for normal mail instead, the seller will be responsible for the lost mail. The buyer will be refunded the full amount even if the seller can provide valid delivery proof.
b) Evidence Quality
Both buyers and sellers must provide clear evidence. Once a dispute is raised, you have 24 hours to submit it, or payment will be released to the winning party. If the evidence is unclear, Shopee will notify you and give an extra 24 hours to submit valid evidence, or the payment will be released.
*The number of days can differ from market to market.
c) Return Shipping Cost
Returns arranged in-app either through Drop Off (via J&T Express) are free of charge.
For Self-Arranged returns, the buyer will have to pay for the shipping fee first and will be reimbursed together with the refund if the return is accepted by the seller.
Learn more about raising a return and refund request.
