Hi, how can we help?

English | Bahasa Malaysia

Food delivery should be a smooth experience, but sometimes, things go wrong. Maybe your food never arrived, it was incomplete, or the restaurant was closed but your order still got charged.  For any issues with your order, such as missing/ incorrect items, food arrived in poor condition or etc, kindly report the issue to us within 24 hours via the Shopee app. 

Many buyers ask:

• “I requested a refund, but it got rejected. Why?”

• “Where’s my refund? It’s taking too long!”

• “Why can’t I get a refund for late delivery?”

Let’s break down who can request a refund, why some are declined, and how to ensure your request is processed correctly.

Note: Refund requests can only be made once per order. Please review your order carefully before requesting a refund.

1️⃣ When Can You Request a Refund?

You may request a refund if:
✅ Your food is missing or incomplete (e.g., you ordered 3 items, but only received 2)
✅ You received the wrong food (e.g., ordered chicken rice but got fried noodles)
✅ Your order was never delivered (e.g., status says "Delivered," but no food arrived)
✅ The restaurant was closed, but your order was still charged
✅ Food was tampered with or unsafe (e.g., packaging broken, food spilled, expired)

⛔ Refunds may not be approved for:
🚫 Late delivery – ShopeeFood does not process refunds based solely on waiting time.
🚫 Personal preferences – Example: You didn’t like the food quality or portion size.

2️⃣ How to Request a Refund?

1. Go to the Shopee App → "Me" tab
2. Select "My Purchases" and find the order
3. Tap "Request Refund"
4. Choose a reason & upload supporting proof:
   

• 📷 Photos of missing/wrong food items
• 📷 Screenshots of order details & receipt
• 📷 Chat and call logs (if applicable)

Please refer to the steps below on how to raise a refund request:

💡 Tip: Refunds are processed faster when clear evidence is provided. You may refer to HERE for clear evidence guidelines.

⚠️ Note:

For further information, please feel free to contact us via ShopeeFood Live Chat or alternatively, you may fill out the form HERE.

*Please note that for Domino's Pizza orders, you may refer to HERE for information on how to request a refund.