Hi, how can we help?

Para sa Taglish version ng article, basahin dito.

Here are the following effective supporting documents that can be essential evidence for the proper investigation of your return and refund requests:

Ordered product(s) with issues

• Photo or video of the item/s showing and/or describing the issues upon receipt. 

• A detailed explanation/description of the problem will help the investigation reach a strong and definitive decision. 

Air waybill attached to the parcel received

• Photo or video showing the Air Waybill attached to the parcel before opening.

• A readable waybill should clearly show the following indicators: 

• Last Mile Tracking Number [Required]

• Order ID or No.

• Buyer’s name

• Buyer’s address

• Seller Details

• Non-faded and scannable barcodes

Effective supporting documents will vary according to your selected reason for return/refund. Below are the detailed lists of evidence needed based on the reasons you are selecting: 

Parcel not delivered

• Buyer doesn’t need to provide any evidence. The investigation will be between Shopee and the Logistics Provider. Buyer may be required to submit a photo of 1 valid government ID as needed.

Damaged item

• [Required] Photo(s) and/or video of the product, showing physical damage (e.g. cracks, defects) 

• [Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable 

Product is defective or does not work

• [Required] Video of the product, showing it does not work as intended (e.g. electronic device that does not work despite connecting to power source/battery inserted)

• [Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable. 

• [Optional] Photo or video showing the product’s IMEI/Serial number

Expired product

• [Required] Photo/s or video showing the expiration date of the item/s received

• [Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable.

Missing part of the order

• [Required] Photo/s and/or video of the parcel received showing that the products it contains were missing or incomplete upon opening. 

• [Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable. 

• [Optional] Screenshot of the Seller’s listing that shows the number of products the Buyer should receive.

• [Optional] Photo/s of the Air Waybill (AWB) on the parcel which shows the content/weight of the parcel. 

Seller sent wrong item 

• [Required] Photo/s and/or video of the parcel received and products it contains

• [Required for wrong sizes] Photo of the product being measured using a measuring tool (from one end to the other) if the product’s size is wrong. 

• [Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable. 

Counterfeit product - for MALL ORDERS only

• [Required] Photo/s and/or video showing that the product/s is/are complete and in good condition

• [Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the air waybill (AWB) is readable.

Learn more about how to upload photos/videos from your device to the Shopee App, why you can’t upload photos/videos onto the Shopee App and how to return and track your order for return/refund.