Question 1

[Return Refund] What are the effective supporting documents I can submit as evidence for my refund/return request?

Accepted Answer

Para sa Taglish version ng article, basahin dito.

Here are the following effective supporting documents that can be essential evidence for the proper investigation of your return and refund requests:

Ordered product(s) with issues

Photo or video of the item/s showing and/or describing the issues upon receipt.
A detailed explanation/description of the problem will help the investigation reach a strong and definitive decision.

Air waybill attached to the parcel received

Photo or video showing the Air Waybill attached to the parcel before opening.
A readable waybill should clearly show the following indicators:

Last Mile Tracking Number [Required]
Order ID or No.
Buyer’s name
Buyer’s address
Seller Details
Non-faded and scannable barcodes

Example of Air WayBill.png

⚠️ Note

Here are some guidelines for submitting supporting documents:

• Follow the file size limit: 10 MB per photo, 30 MB (up to 1 min) per video

• Provide good quality evidence that is visible (not blurry/pixelated)

• Provide close-up shots to show defects clearly for damaged products

• Uploading video evidence is required for returns of faulty products

• Provide chat history or other evidence showing prior negotiation with the Seller, if applicable

Effective supporting documents will vary according to your selected reason for return/refund. Below are the detailed lists of evidence needed based on the reasons you are selecting:

Parcel not delivered

Buyer doesn’t need to provide any evidence. The investigation will be between Shopee and the Logistics Provider. Buyer may be required to submit a photo of 1 valid government ID as needed.

Damaged item

[Required] Photo(s) and/or video of the product, showing physical damage (e.g. cracks, defects)
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable

Examples of evidence for damaged products.png

Product is defective or does not work

[Required] Video of the product, showing it does not work as intended (e.g. electronic device that does not work despite connecting to power source/battery inserted)
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable.
[Optional] Photo or video showing the product’s IMEI/Serial number

Expired product

[Required] Photo/s or video showing the expiration date of the item/s received
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable.

Examples of evidence for expired products.png

Missing part of the order

[Required] Photo/s and/or video of the parcel received showing that the products it contains were missing or incomplete upon opening.
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable.
[Optional] Screenshot of the Seller’s listing that shows the number of products the Buyer should receive.
[Optional] Photo/s of the Air Waybill (AWB) on the parcel which shows the content/weight of the parcel.

Example of Air WayBill Product.png

Examples of evidence for missing products.png

Seller sent wrong item

[Required] Photo/s and/or video of the parcel received and products it contains
[Required for wrong sizes] Photo of the product being measured using a measuring tool (from one end to the other) if the product’s size is wrong.
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the Air Waybill (AWB) is readable.

Counterfeit product - for MALL ORDERS only

[Required] Photo/s and/or video showing that the product/s is/are complete and in good condition
[Required] Photo or video showing the air waybill attached to the parcel before opening. Make sure that the air waybill (AWB) is readable.

Examples of evidence for counterfeit products.png

⚠️ Note

• For non-receipt cases, buyers may be asked to provide identification documents. Shopee will check with the seller and logistics partner to investigate the issue.

• If the seller can provide valid proof of shipment or the item is still in transit, the return/refund request will be rejected. If the item is lost in transit, the buyer will be refunded.

Learn more about how to upload photos/videos from your device to the Shopee App, why you can’t upload photos/videos onto the Shopee App and how to return and track your order for return/refund.

Question 2

[My Account] Why is my account being limited?

Accepted Answer

For the English version of this article, click here.

Maaaring ma-limit ang iyong account pag na-detect na ito ay involved sa suspicious activity na lumalabag sa aming Terms of Service. Kabilang sa mga ito ang paggawa ng fake order, voucher/promotion abuse, scams, at marami pang iba.

⚠️Warning: Dahil sa bigat ng mga offense tulad ng Voucher Abuse, Wallet Fraud, at iba pang Violations, ang ibang account limitation ay hindi na pwedeng tanggalin at final na.

Kung ang iyong account ay limited, may makikita ka na pop-up message o error sa login page ng iyong account o habang nag-checheckout tungkol dito.

⚠️ Tandaan

Ang account deletion requests ay mare-reject kung ang iyong account ay limited/suspended.

Kung mayroong outstanding SPayLater bill, tandaan na ang late payement ay magreresulta ng:

Ang Shopee at SPayLater account ay magiging frozen
Ma-rerestict ang paggamit ng Shopee Vouchers
Magkakaroon ng record na ikaw ay late magbayad

Kung mayroon pang natitirang laman ang iyong ShopeePay, maaari mo pa rin itong ma-withdraw sa ShopeePay. Siguraduhin lamang na ang iyong account ay verified bago mag-withdraw ng funds.

Kung mayroon kang pending paid orders, ang order ay madedeliver pa rin sa iyong inilagay na location. Gayundin, kung may nabayarang pending orders ka mula sa banned seller, matatanggap pa rin ang iyong order.

Para sa kahit anong refunded orders na di bumalik sa iyong account, tawagan lamang ang Customer Service team at ihanda ang mga sumusunod:

Valid photo ID (e.g., passport, driver’s license, UMID, PhilSys)
List of Order ID’s ng mga pending order

Para mag-file ng appeal para i-reactivate ang account, kontakin ang Shopee Customer Service.

⚠️ Tandaan

Ang limited accounts ay posibleng ma-suspend ng permanente kung ang appeal ay na-reject.

Question 3

[Order Tracking] How do I contact and track Shopee Supported Logistics partners?

Accepted Answer

For the English version of this article, click here. Maaaring i-track ang iyong delivery sa pag-check ng in-app tracker at magre-reflect ang update nito sa loob ng 24-48 oras. Alamin ang iba pang tungkol sa delivery time bago ma-receive ang order.

Nasa table sa ibaba ang mga Shopee Supported Logistics partners na maaaring kontakin sa kanilang websites, email, o telepono para sa mga delivery-related concerns (hal. tracking order status, expediting delivery).

Logistics Partner	Tracking Website	Contact information
SPX Express	https://spx.ph/#/	Shopee Customer Service
J&T Express	https://www.jtexpress.ph/index/query/gzquery.html	(02) 8911 1888 customerca@jtexpress.ph
XDE Logistics	https://www.xde.com.ph/track_and_trace/	0917 136 4933 0917 135 9933 customercare@xde.com.ph or inquiry@xde.com.ph
2Go	https://express.2go.com.ph/tracking/	(02) 8779 9222 customerservice@2go.com.ph
YTO Express	https://www.ytoexpress.ph/homePage	(02) 8459 9999 cs.ytoexpress_ph@yto.net.cn
Flash Express	https://www.flashexpress.ph/tracking/	(02) 8539 4002 customerservice@flashexpress.ph
Worklink Services Inc	https://wsi-locator.xarosa.online/	(02) 8533 3888 cs_ecom@wsi.ph

⚠️ Tandaan

• Ang pag-expedite ng delivery ay applicable lamang para sa mga orders na lumagpas na ang estimated delivery date.

• Kung ang order ay hindi pa din gumagalaw matapos ang 4 araw, kontakin ang Customer Service team ng iyong piniling courier.

• Hindi lahat ng courier ay tumatawag o nagpapadala ng SMS bago i-deliver ang parcel. Kung ikaw ay nakatanggap ng tawag o SMS mula sa delivery rider, maari siyang direktang kontakin sa numero na kanyang ginamit. Kung hindi sumasagot ang rider, maaaring gamitin ang mga sumusunod na Customer Service contact numbers sa ibaba at ibigay lamang ang Order SN or Tracking Number upang malaman ang status ng iyong order.

• Dalawang (2) beses na susubukan ng Shopee Supported Logistics partners na mai-deliver ang order bago ito ibalik sa seller dahil sa non-receipt. Kung hindi mo na-receive ang iyong order sa pangalawang delivery attempt, o kung hindi mo ito tinanggap sa unang delivery attempt, maka-cancel na ang order at mata-tag bilang Return to Sender (RTS).

• Ang mga order na naka-tag bilang RTS ay hindi na ide-deliver muli.

Para sa ugali ng rider o concerns tungkol sa fake pick up/delivery attempts, maaaring direktang kontakin ang courier o maaaring i-report sa Shopee Customer Service.

Question 4

Why was my SPayLater Application rejected?

Accepted Answer

Para sa Taglish version ng article, basahin dito.

Your SPayLater and/or SLoan application has been rejected due to discrepancies with the information you provided.

Kindly check the notification sent to you or the reminder found in the homepage banner to know the reason why your application was rejected.

Here are our recommendations to increase the likelihood of approval:

1. Make sure that there are no obstructions covering the personal details in your ID photo, including shadows, flash from the camera, glare from lighting, and/or damage on the ID.

2. Please ensure you have a valid identification document physically present with you when completing the application.

3. Please ensure that the information provided is accurate and matches the details on your valid government ID.

4. Make sure that the person in the ID picture matches the person in the liveness check.

5. Make sure that your application for SLoan matches your ShopeePay information if your ShopeePay wallet is activated.

7. Make sure that you have no existing account with SPayLater and/or SLoan. If you have already activated before, you may use that account instead.

8. Buy more on Shopee

9. Activate ShopeePay and always use it for money transfers, online payments and scan QR Payments.

10. Settle your order with digital payment methods (ie. ShopeePay, other e-wallets, bank transfers).

11. Pay your bills and buy digital products on Shopee more often.

During the interim period when your credit account is unavailable, feel free to utilize alternative payment methods.

⚠️Note

•The eligibility will still depend on Shopee's policies, internal strategies, and the regulations under SPayLater Terms & Conditions.

• If the above actions didn’t go through upon reapplication, try basic troubleshooting to refresh your app. Contact Shopee Customer Service if the problem persists.

• For existing users who have already activated SPL, you may be asked to update your information such as the ID you’ve submitted has expired or will be expiring soon. Make sure to upload a valid government ID.

For additional information, you may refer to the SPayLater Terms & Conditions.

Question 5

What to do if the order has not yet arrived?

Accepted Answer

Para sa Taglish version ng article, basahin dito.

Here are the following that you can try to do while waiting for your orders to arrive:

For orders that have not yet arrived

1. Check the status of your order

Go to the Me tab page, and select To Pay, To Ship, To Receive, or To Rate in My Purchases to know what your order status is.

2. Track the delivery status

You can see the delivery status on the Order Details page. The estimated delivery time (EDD) is indicated on the Green bar.

⚠️ Note

• Kindly wait within 24-48 hours for the Shipping status to be updated

• If there are any delays due to declared holidays and severe weather conditions, Shopee will send out an advisory.

• Excludes holidays and partner courier’s non-working days. Learn more about courier delivery lead time.

3. Communicate with your Seller

Contact your seller by clicking the Contact Seller button at the bottom of the Order Details page to follow up regarding the status of your order (e.g. not picked up)

If your order has yet to be picked up by the courier within the expected Shipping Time, the order will automatically be canceled and refunded. Learn more about where you’ll get your refund.

For orders that did not arrive after the Estimated Delivery Date (EDD), you can;

1. Follow up your order via Shopee Chat

Follow up on your order if it was shipped out and not yet delivered within the expected delivery date. You may fill out the follow-up delivery form inside Shopee chat.

⚠️ Note

After completing the form, you will receive an email update within 24-48 hours.

2. Request for Return/Refund

3. Request for expedite delivery

You may request for expedite delivery via Chat with Shopee if orders have been in at the last delivery hub for more than 24 hours and if the orders are past the estimated delivery date or you can contact the courier directly for assistance.

For Delayed Cash on Delivery (COD) orders that have passed the Estimated Delivery Date (EDD), you can follow up your order via Shopee Chat. You can contact us and provide the specific order number.

⚠️ Note

• Order will be returned to the seller (RTS) if it has not been received.

• If your account or the seller was banned and you still have pending paid orders, your order will still be delivered to you. Learn more about account limitations.

• For fake delivery attempts, you can contact the courier directly or our Customer Service.

Learn more about when to expect an order to arrive and what the courier delivery lead time is.

Question 6

How do I choose Payment Center/e-Wallet as a payment option?

Accepted Answer

For the English version of this article, click here.

Para gamitin ang Payment Center/e-Wallet bilang payment option, pindutin ang Payment Option sa checkout > Payment Center/e-Wallet > piliin ang nais na Payment Center/e-Wallet > Confirm > Place Order > basahin ang Dragonpay payment instructions.

Sa checkout, ang available Payment Center/e-Wallet ay GCash, 7-Eleven CLiQQ, at Maya lamang. Pero mayroong ibang available na payment option gaya ng ShopeePay, SPayLater, at SLoan.

Pagkatapos ay pumunta sa Payment Center/e-Wallet at sundin ang step-by-step Dragonpay payment instruction:

Tandaan ang generated reference number at ang total amount na dapat bayaran dahil kakailanganin ito sa pag-fill out ng payment form.
Bayaran ito bago ang payment due date.
Para muling makita ang Dragonpay instruction details, pumunta sa My Purchases > To Pay > piliin ang order > Pay Now.

Ibe-verify ang payment at makakatanggap ka ng email notification sa loob ng 24 oras.

⚠️Tandaan

• Maaaring magkaroon ng additional processing fee para sa 7-Eleven, GCash (min. P50), at Maya (min. P50)

• Kung kulang o sobra ang nabayaran, tumawag sa Dragonpay Customer Support:

• Contact Number: (02) 8 655-6820 (Lunes hanggang Biyernes 8:00 am – 6:00 pm)

• Email: help@dragonpay.ph

Alamin ang iba pang payment options na supported ng Shopee.

Question 7

[My Account] How do I change/update my phone number?

Accepted Answer

Para sa Taglish version ng article, basahin ito.

You can change or update the phone number linked to your Shopee account easily via the Shopee app.

If you are logged in and want to change your mobile number

Go to the Me tab > Select ⚙ icon > Account & Security > Phone > Enter new Phone Number > Next > Enter Verification Code sent to your preferred messaging app > Next.

Changing-and-updating-phone-number-for-an-account-on-Shopee-App.gif

If you’re not logged in and you cannot receive the OTP because you don’t have the mobile number that is registered in your account.

Go to the login page > select Forgot? > Mobile number changed? > Fill out the form to submit a request to change your password.

⚠️ Note

Before proceeding with the second scenario, make sure you have verified your email address first.

You’ll receive an email from Shopee regarding your request to change your mobile number within 48 hours.

If your request was declined, it may be due to the following:

1. New mobile number is connected to another account

You may delete the existing Shopee account that is connected to your new mobile number so your request can be processed.

2. The provided account information does not match your Shopee Account

To ensure that Shopee remains a safe marketplace for our users, account ownership must first be established before any changes can be made. Please make sure you are providing the correct and complete details of the account so we can proceed with changing your mobile number.

3. The provided valid ID does not match the registered name on the account

Please make sure that the name, address, and other details indicated in your ID correspond with the details registered in your account. Otherwise, changes cannot be made.

4. The uploaded image is not a government-issued ID

Kindly provide any of the valid IDs listed below. IDs that are not included in the list will not be accepted.

Passport
UMID Card
Driver’s License
SSS Card
PRC ID
Philhealth ID
Integrated Bar of the Philippines ID
Philippine Postal ID
Senior Citizen ID
COMELEC Voter's ID
PWD ID
OFW ID
Student ID
NBI Clearance
Police Clearance
Alien Certificate of Registration
LTO Student Permit

If you are unable to change your phone number, please wait and try again after 24 hours. Should the problem persist, contact Shopee Customer Service for further assistance.

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