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What is a Virtual Goods?
Virtual goods refers to a product or service that does not require any physical delivery. Instead of receiving a parcel or package, sellers will provide the product in a virtual format within the Shopee platform.
Items that are categorised under Virtual Goods
• Tickets, Vouchers & Services (E.g. travel vouchers, top-ups, warranty, online subscription plans)
• Software (e.g. mobile/game, game credits, license key)
• E-book
You may request a return/refund for a virtual goods that does not meet your expectation for the following reasons and provide the required evidence:
Request Reason | Example of situation | Evidence Requirement |
Missing part of the order* | · Sellers have not provided the full set of codes or serial numbers.
· Received only part of the activation details (e.g. missing PIN or access key).
| 1. Take photo(s) and/or video(s) showing different quantity/amount of product by seller, or any other T&C that is different from product listing description.
2. Account number/username matches what was provided to seller.
|
Product is defective or does not work | · Software cannot be installed or shows an error when launching.
· Game code is invalid or rejected when redeemed.
| 1. Photo(s) or Video(s) of the product code/ID doesn’t work upon attempting to claim it online/offline.
2. Account number/username matches what was provided to seller.
|
Expired Product | · Code has already expired and shows a message saying it is no longer valid.
· Subscription voucher shows an expiry date in the past and cannot be used.
| 1. Photo(s) or Video(s) of the product does not work due to expiry notice upon attempting to claim it online/offline.
2. Account number/username matches what was provided to seller.
|
* Provide the latest chat update with the seller if they still haven't provided the product ID/code under the request reason 'Missing part of the order'.
What is the refund process for non-returnable items?
Shopee will request evidence from both buyer and seller for non-returnable items. Both parties are given 1 calendar day to respond.
If the buyer provides evidence within 1 calendar day but the seller misses the deadline, Shopee will refund the buyer (as long as the buyer’s evidence is valid).
Sellers may raise a dispute in 3 calendar days with their own valid evidence to get compensated.
If the refund is due to the seller's fault (item not well packed/didn’t pack complete quantity/sent wrong item), Shopee reserves the right to not compensate the seller.
💡 Tip: For non-returnable items, buyers will only see the option ‘Refund Only’ when they raise Return/Refund requests.