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[Return Refund] How does Shopee resolve a dispute?
English | Bahasa Malaysia
Shopee will investigate a dispute case and come to a fair resolution based on the proofs submitted by buyer and seller.
The dispute investigation will take 3 to 5 working days from the date when the dispute was raised by either party. For dispute cases, buyer and seller will be required to send evidence to facilitate our investigation. To know effective evidence that you can submit for your dispute case, refer here.
How will I know if my dispute is resolved?
Once the case has reached a conclusion, our dispute team will inform both buyer and seller via email about the status of the case.
Payment will be released to the buyer if the request for refund is successful. If the request for refund fails, the Shopee Guarantee of the order will resume and seller will receive the payment once Shopee Guarantee ends.
💡 Tip: Seller and buyer are advised to keep track of the case via their email in case the dispute agent requires clarification about the proof submitted or require additional evidence.
