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[Return/Refund Negotiation] What can I do when I receive a partial refund proposal from the seller?
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When you receive a partial refund proposal from a seller, you can choose to accept, negotiate, or reject the proposal within 1 day.
Sometimes, a seller may initiate a partial refund negotiation after Shopee has approved the return/refund request. If you or the seller accepts the final partial refund proposal, you will not be required to return the product(s) and will receive the partial refund amount that was agreed upon.
Accepting the offer
If you find the partial refund amount proposed by the seller satisfactory, select Discuss on the Return/Refund Details page > Accept Proposal. The refund will be processed accordingly and you will not be required to return the product(s).
Negotiating the offer
If you wish to negotiate for a higher refund amount, you can counter-offer a new amount, up to 3 times. For each counter-offer, buyers and sellers will each have to respond within 1 day.
To propose a counter-offer, select Discuss on the Return/Refund Details page > Counter > Enter amount for counter proposal > Confirm.
⚠️ Note • Buyers and sellers are required to respond to each other’s counter refund proposal within 1 day. • If either party fails to do so, the negotiation will be terminated and the return request will push through. • The buyer will then need to return the product(s) to either the seller or Shopee Warehouse first before the refund can be processed. The return address will be provided to the buyer via email. |
If you are unable to reach an agreement with the seller, you may select Continue with return > OK > proceed to return your product(s) to Shopee for a full refund.
Failing to respond to the offer in time
In the event that either buyer or seller fails to respond within 1 day, the partial refund negotiation will be terminated. Buyers will be automatically asked to return the products for a full refund.
If you purchased from a non-Mall seller, products are to be returned directly to the seller.
If you purchased from a Mall seller, products are to be returned to the Shopee warehouse.
Your returned product(s) will undergo a quality check by either the seller or Shopee warehouse agent to ensure they are of satisfactory condition before the refund can be processed.
