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How do I discuss my refund with the Seller?
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After submitting your return/refund request, a Discuss button will appear on the Return/Refund page. This allows both buyers and sellers to interact and negotiate the refund amount or return option.
Here you may start discussing with the seller the reason why you have requested the return or refund of the item.
⚠️Note · It is a different platform from Chat Now in which buyers contact sellers before purchasing a product.
· All return/refund requests must be made within the Shopee Returns Window period ONLY.
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For approved return requests, the buyer must return the item to receive a refund. However, sellers may enter a negotiation phase within 24 hours and propose a different refund amount to counter the approved return amount of the buyer. If the buyer accepts this proposal, the refund will be processed immediately. This means that the return/refund process has completed and the item/s shall no longer be returned.
For approved refund request, you’ll be refunded immediately. But if the seller responds, you’ll have 2 days to respond back with two options: accept the proposal or counter the offer.
ACCEPT the proposal
Once you tap the Accept Proposal, this means that you agree and are satisfied with the offer that the seller proposed.
COUNTER the offer
Once you tap the Counter tab, you can select a new solution and an amount to negotiate with the seller.
⚠️Note · Seller will review your proposal and might counter again. Please discuss this with the seller to reach an agreement.
· If the buyer and the seller failed to establish an agreement, the buyer shall continue to return the item/s and does not need to secure approval from the seller as Shopee has already decided that the buyer is allowed to return the item/s to get a refund.
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The Discussion History is accessible on the Return/Refund Details page, but no further actions are allowed by any party. It is only viewable after both parties find a suitable solution.
To view the discussion history, go to Return/Refund under My Purchases > select the item that you are currently requesting for return/refund > DISCUSSION HISTORY.
Learn about how to raise a request for a return and refund.
