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The seller will be notified of your return/refund request and must respond within 2 days. There are 4 possible outcomes you can expect:

1. Seller accepts request

If the request is accepted, you will receive return instructions via in-app push notification (and email, if applicable). The refund will be processed accordingly after the returned products have been checked and approved.

2. Seller does not respond within the given time frame

If the seller fails to respond within the given time frame, your request will be automatically approved and the refund will be processed accordingly. 

3. Seller proposes a refund negotiation (New Process)

For approved returns, the seller may propose a partial refund (an adjusted refund amount) without the need to return the item. You will have 1 day to respond with one of these options: 

1. Accept
2. Negotiate (propose a different amount)
3. Reject and proceed with the return for a full refund

⚠️ Note

The new Return/Refund Process is currently applicable to select Sellers or Shops only. This will be rolled out to all Sellers gradually. 

4. Seller disputes

If a dispute is raised, Shopee will step in to mediate the situation. Shopee may require both buyer and seller to provide further evidence in order to come to a fair resolution.

Learn how to return your order back to the seller and tracking your order for Return & Refund.