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⚠️ Note

If you tap on Order Received before the parcel arrives, read this article.

Shopee Guarantee is a feature that protects both buyers and Sellers against fraudulent transactions to keep online shopping and selling safe and easy. 

It protects users by holding the payment to Sellers until the Buyer confirms the receipt of the order. Once the Buyer accepts the order, the payment will be released to the Seller.

The Shopee Guarantee period is calculated based on the Seller's Days to Ship (DTS), Courier Delivery Time, and the Buyer Confirmation Time, which starts from the order creation date. 

Here’s an example of how this can be calculated:

 2 (Days to Ship¹) + 8 (Courier Delivery Time²) + 3 (Buyer Confirmation Time³) = 13 days

¹ Days to Ship - number of days given to sellers to prepare for delivery

² Courier Delivery Time - the number of days it takes for the order to arrive. Starting from the day Courier successfully picked up the order from the seller and delivered it to the buyer.

³ Buyer Confirmation Time -  number of days it takes the buyer to confirm receipt after delivery

If an order has NOT been shipped:

Sellers need to ensure that they’ve shipped out the order within the DTS period. Otherwise, the order will be automatically canceled and payment for non-COD orders will be refunded to the buyer at the end of the Shopee Guarantee period.

The buyer is allowed a one-time 3-day extension of the Shopee Guarantee period per order if sellers have not yet shipped out the item. Select Extend Shopee Guarantee on the Order Details page. 

If an order has been shipped:

Buyers will need to confirm if they have received the order or would like to request for return/refund within the Extended Shopee Guarantee period. Otherwise, the payment will be automatically released to the Seller at the end of the Shopee Guarantee period. 

But if the Buyer still has not received the order before the final day of the extension period, and/or if the product/s received is either incomplete, wrong, damaged, or defective, please request for Return/Refund.

The request should ONLY be made within the Extended Shopee Guarantee Period. Otherwise, the payment will be released automatically to the Seller.

Learn more about checking the status of your return/refund request, how to claim your refund for canceled orders, what happens after a Seller receives your return/refund request, and how you can request a return/refund.