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Upon receiving a dispute request, Shopee will investigate the case and reach a fair resolution based on the submitted evidence from buyers and/or sellers. This process typically takes 7-9 working days from the dispute date but may vary depending on the reason for the return/refund.

Incomplete products/missing items

For cases where buyers receive products with missing parts or items, they can choose between two solutions: refund only (without return) or return and refund. Shopee will review the case and either approve or reject the return/refund request.

• Refund Only Approved

If Shopee approves a refund-only request, the seller can accept or dispute the outcome. If disputed, Shopee will investigate and provide a resolution within 7-9 working days.

• Return and Refund Approved

If Shopee approves a return and refund request, the buyer must return the products to the seller or Shopee Warehouse before the refund is processed. Returned products will be quality-checked to ensure they meet return criteria. A dispute can be raised if the returned items are deemed unsuitable for refund, and Shopee will investigate within 7-9 working days.

Damaged/faulty/wrong products

After a return/refund request is approved, the buyer may need to return the products. Before returning, the seller might offer a partial refund. If the buyer chooses to negotiate directly with the seller, Shopee will not get involved. The buyer must decide whether to accept the offer or proceed with a full return.

If there’s no response from either party, negotiations will end, and the buyer will need to continue with the return. 

Returned products will be sent to the seller or Shopee Warehouse for a quality check to ensure they meet return criteria. If they don’t, a dispute may be raised, and Shopee will investigate within 7-9 working days.

Counterfeit products (for Mall orders only)

All return/refund requests for counterfeit products will be reviewed by Shopee, with supporting evidence requested from both buyers and sellers before a decision is made. There are three (3) possible outcomes:

• Refund Only Approved

The buyer will receive a refund once Shopee approves the request. The seller may dispute after the refund, prompting Shopee to investigate and provide a resolution within 7-9 working days.

• Return and Refund Approved

The buyer must return the products, which will undergo a quality check by the seller or Shopee Warehouse to ensure they meet return criteria. A dispute may be raised if the products are deemed unsuitable, and Shopee will investigate and resolve it within 7-9 working days.

• Request Rejected

Shopee will reject the request if the buyer’s initial supporting evidence is invalid or insufficient.

Once a resolution is reached, Shopee will notify both parties via email. If resolved in favor of the buyer, the refund will be processed. If in favor of the seller, payment will be released to them.

Had a Change of Mind (only for certain products with Free Returns Logo)

All return/refund requests for Change of Mind will be reviewed by Shopee, with supporting evidence requested from both buyers and sellers. There are two (2) possible outcomes:

• Return and Refund Approved

The buyer must return the products, which will undergo a quality check by the seller or Shopee Warehouse to ensure they meet return criteria. If the products are deemed unsuitable, a dispute may be raised, and Shopee will investigate within 7-9 working days.

• Request Rejected

Shopee will reject the request if the buyer’s initial supporting evidence is invalid or insufficient.

Once a resolution is reached, Shopee will notify both parties via email. If resolved in favor of the buyer, the refund will be processed; if in favor of the seller, payment will be released to them.

Learn more about  Change of Mind Return/Refund.