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How to request a Return/Refund for a Parcel delivered with missing items?
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If you received incomplete items (missing products or parts), follow the instructions below when filing a Return/Refund request.
There are 2 options for requesting a return/refund for a Parcel delivered with missing items:
Solution | What will happen? |
(1) Refund Only | No need to return the received items. Refund will only be for the identified item/part of an item that was not delivered |
(2) Return and Refund | You will need to return all items received to file for a full refund |
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⚠️Note • The return reason Missing quantity/accessories is available to both Return/Refund Options I have received my items but there are issues and I didn’t receive my items. • Some completed orders are still eligible for refund and are in the completed tab as long as the order is still within Shopee Guarantee Period. |
To do so, select Return/Refund on the Order Details page > select the applicable Return/Refund Option > Select the product(s) and quantity not received > Next > Reason: Missing quantity/accessories > Confirm > Select Solution > select your desired solution > Confirm > Provide necessary photos/videos as evidence > Submit.
If the selected solution is Return and Refund, you need to select a shipping option to return your order to the seller: You can choose Pick Up, Drop Off or Self Arrange your return order.
Once you have submitted your request, kindly wait for the resolution:
Solution | What will happen? |
Refund Only | Shopee will review the case and get back to you on the resolution. |
Return and Refund | You will receive both an in-app push notification and an e-mail about the return instructions. |
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⚠️Note • If you experience issues in uploading the evidence needed for return/refund, you can try our basic troubleshooting. • Properly provide evidence for each return/refund reason. • Buyers may still be required to return the item(s) depending on the result of Shopee review. |
Discuss with the Seller your return/refund request
Once your Return & Refund request has been submitted, the Seller may reach out to you to make a counter-offer. You will have 1 day to respond back. You have these three (3) response options:
1. Accept Proposal
2. Counter Offer
3. Reject and proceed with the return of items
To return your order
Make sure to ship out the item within 5 days. Failure to ship within 5 days will automatically result in the cancellation of your request. Items should be packaged properly according to Shopee Guidelines. Learn more about returning the order.
For Local Marketplace, the Seller has a max of 3 days to respond and complete the quality check of the item/s from the time the Seller receives the parcel.
Get your refund
For the Refund Only solution, you will be refunded once Shopee approves the request
For Local Marketplace and select Local Shopee Mall Sellers, once the Seller has received and validated the returned item, you will receive a notification about the request approval and instructions on how to get your refund payment via in-app push notification or email.
For Shopee Mall and Overseas, once the Shopee Warehouse has received and validated the returned item, your refund will automatically be credited to you.
Learn more about how long it will take to receive your refund and Shopee Policies.
