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What should I do if the seller is unresponsive?
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A low Chat Response Rate might indicate that the seller is not responding promptly.
If you have a return/refund concern (wrong, incomplete, or, damaged product, or did not receive the item or order) make sure to raise a request for a return/refund before your Shopee Returns Window ends.
You and the seller should first communicate directly to address any issues before initiating a dispute. If both parties cannot agree on a return or refund, Shopee will intervene to mediate the situation. We will carefully review the case and evidence to ensure a fair resolution is reached.
⚠️Note The seller’s responsiveness towards you shall not in any way impact the decision of the return/refund request. However, during mediation, if the seller is unresponsive, you may have a higher chance that the request will be approved in your favor. |
If you have a cancellation concern and the seller is unresponsive:
For parcels that were not shipped out by the seller after the Days to Ship (DTS) period, your order will be canceled automatically within 72 hours. Learn about automatically canceled order by Shopee.
For Paid or Non-COD orders, you will receive a refund once the parcel has been successfully canceled. You can choose to repurchase the item. Learn more about getting a refund for canceled orders
You can see the seller’s chat responsiveness on the Seller Shop page > select the shop’s name > Chat performance.
If you have an order or shipping-related concern, learn how to track your order.
