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[Order Cancellation] Why was my order automatically cancelled by Shopee?
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Why my order was cancelled?
- You did not complete payment within the specified time limit after placing your order
- The seller did not adhere to the shipping deadline set for their product
- Item has been damaged / lost in transit
- Abnormalities detected in your order
Shipping Timeframe Guidelines
Sellers must ship orders within their Days to Ship (DTS) period, excluding weekends and public holidays:
Ready stock items: Must be shipped within 1 day from the payment date
Pre-order items: Must be shipped within 7 to 30 days, depending on the product's estimated delivery timeline
Refund Process After Cancellation
Once your order is cancelled, your payment will be refunded according to your original payment method:
Online Banking / ShopeePay / Maybank2u / Cash Payment at Retail Stores: Refund will be credited to your ShopeePay account immediately
Credit/Debit Card: Refund will be processed by the bank and reflected in your card statement within 3–5 working days
Cancellation Due to Abnormal Activity
If your order was cancelled due to abnormalities detected, it may be related to:
Violation of Shopee’s Policies or Shopee Voucher Terms
Examples of violations:Exploiting vouchers and/or promotions
Generating fake orders
Other suspicious or fraudulent activities
To avoid cancellation, refer to our:
If you believe your order was wrongly cancelled and you did not violate any policy, follow these steps to reach our live agent:
Step 1: Go to the Me tab
Step 2: Click on Help Center
Step 3: Click on Chat
Step 4: Type Live Agent
Step 5: Click on Chat with agent
Step 6: Select the topic as Account and Security
Step 7: Select your preferred Language
Step 8: You will then be redirected to a live chat agent
Be prepared to send the following supporting documents if requested:
Clear photo of NRIC (Local Resident/PR Holder) / Passport (Non-Resident) using your handphone camera
A selfie of yourself holding your NRIC/Passport
Order details
⚠️ Note:
Please remember to select Account and Security as the enquiry type to be redirected to a Shopee live chat agent
After submitting the inquiry, you may expect a response via email within 3-5 business days