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The implementation of the Automatic Compliance Violation System ensures the quality of service is maintained with integrity. If you are found to be in violation of ShopeeFood's Delivery Partner ethics, you will receive a notification message in the Driver App as shown in the image below:
Please refer to the Notification in the Driver App for details of the ethics violation:
Activities that constitute ethics violations include but are not limited to:
Late delivery (without notifying the customer)
Placing the order in an incorrect/unsuitable location
Delivering the order in poor condition
Delivering the wrong order
Not following customer requests/instructions
Violating health protocols
Violating traffic laws
Inappropriate behaviour
Completing an order before the delivery is finished
High/suspicious rate of reassignment requests
Suspicious/excessive cancellations
Stealing other delivery partners’ orders
Manipulating cash on delivery (COD) orders
Intentionally losing customers' orders
Disclosing customer information without permission
Contacting customers after delivery hours
Asking for additional money from customers
Delivering orders on behalf of other Delivery Partners
Using another Delivery Partner’s account
Inappropriate/Non-compliant appearance, equipment, and attire
Engaging/Participating in criminal activities
Using drugs/alcohol
Sexual harassment
Completing an order without making the delivery
Obtaining orders by manipulating the ShopeeFood system, using unauthorised applications/GPS spoofing while delivering
Generating spam orders for personal gain
Buying and selling among self-accounts, business partners, family, and friends
Any other suspicious activities detected by the Shopee system and deemed to violate the ShopeeFood Delivery Partner ethics
Please ensure you are not involved in any activities that violate the ethics or Terms and Conditions agreed upon during the registration process to avoid account suspension or e-wallet deductions in the future.
1) What causes deductions from my E-Wallet?
Deductions from your E-Wallet occur if our system identifies that you have been involved in suspicious activities such as:
Completing an order without making the delivery
Delivering the wrong order
Manipulating cash on delivery (COD) orders
Generating spam orders for personal gain
Obtaining orders by manipulating the ShopeeFood system, using unauthorised applications/GPS spoofing while delivering
2) Is the use of unauthorised applications/devices allowed?
The use of unauthorised applications/devices is NOT allowed on the ShopeeFood platform. ShopeeFood is very strict and will not tolerate you if you are found using unauthorised devices. Your account may be subject to immediate disciplinary action such as suspension or closure.
3) If I intend to cancel an order, can I complete the order without filling out the cancellation form?
No, because this action is suspicious and can result in deductions from your E-Wallet and your account may be suspended.
Can I appeal the suspension of my account?
Yes, if you believe that the compliance action taken against you is unjustified and you wish to appeal, please follow these steps:
Take note of the ethics violation by referring to the error code displayed in the Notification Details, e.g., C001 or F002.
Fill out the appeal form according to the error code and include the following information:
Error Code (e.g., C001 / F002)
Phone number registered with ShopeeFood
Delivery Partner ID
Order ID (if applicable)
Relevant evidence (e.g., delivery proof photos, screenshots of conversations, screenshots of Waze/Map showing your arrival at the customer's location)
*Note that appeals can only be made within 7 (seven) working days after you receive the account suspension notice.
The appeal form must be completed and submitted. Please wait for an email and notification in the Driver App regarding the decision of your appeal within 1-3 working days.