Shopee encourages both buyers and sellers to communicate directly with each other should they encounter any problems with a transaction. Through open communication, most disputes can be resolved quickly and amicably. However, if a mutual agreement cannot be reached, users may seek assistance from Shopee.

Sellers will have 2 opportunities to raise a dispute to Shopee:

1. When buyer initiates a Return/Refund request, sellers will be given the opportunity to dispute the request before the default response deadline (5 days after return requested)
2. If a seller were to accept the return but does not receive the return item(s) in its expected condition, the seller will be given an opportunity to raise a dispute before the default refund deadline (5 days after buyer shipped the item(s) to be returned)

Sellers may raise a dispute under the following circumstances:

• If the buyer’s return/refund request is unreasonable or different from what was previously agreed
• If the seller did not receive the item(s) to be returned and the default refund deadline is approaching