Question 1

[Shopee Coins] I’ve made my purchases. When will I receive my Shopee Coins?

Accepted Answer

Shopee Coins earned from your purchases and / or from coins cashback vouchers will only be credited to your account after your order is completed - that is, after you have confirmed the receipt of your order.

Shopee Coins can be earned from purchases with coins cashback vouchers, such as 10% Cashback Vouchers and/or Seller Cashback Vouchers from any Shopee Mall sellers, Preferred+ sellers, Preferred sellers or normal sellers that are in Coins Cashback Programme (excluding purchases from the Tickets & Vouchers category).

If your order is underway but not completed yet, you can still see the amount of Shopee Coins attributed to this order by checking your order details. To check your order details, go to your Me page > My Purchases. You will receive these Shopee Coins once your order status has shifted to Completed.

Do check out our article on "How do I use my Shopee Coins" for you to fully utilize the coins and savings it offers.

Do checkout our Daily Coins Reward for games, promotions or even vouchers you can redeem with Shopee Coins. You can click on the sub-categories below to see all other related topics.

Question 2

[Free Shipping] Why can't I get Free Shipping?

Accepted Answer

If you haven't already, you may claim Free Shipping Vouchers HERE.

Kindly visit "How to apply Free Shipping Voucher upon checkout?" for more information. If you have issues applying Free Shipping Vouchers, it may due to one of the following reasons:

Free Shipping Vouchers are fully claimed or used by other users.
You have used up all your Free Shipping Vouchers.
You did not adhere to the voucher's Terms & Conditions.
System Error

⚠️ Note You can clear cache by referring to the Basic Troubleshooting Guide.

Before using Free Shipping Vouchers, you will need to identify Free Shipping Sellers as Free Shipping vouchers can only be applied with these sellers. To identify Free Shipping Sellers, do look out for the Free Shipping tags on the product cover image.

For example, the product listing below displays "Free Shipping Min. Spend RM0" tag which tells us this a Free Shipping Seller.

What are the differences between Free Shipping Vouchers?

Here we can see an example of a Free Shipping Voucher. There are several things to look out for when using a Free Shipping Voucher.

Example of Free Shipping Voucher

1. ShopeePay Tag

Most Free Shipping Vouchers offered by Shopee require our users to complete payment via ShopeePay. To place your order with ShopeePay, kindly view our article "How do I pay using ShopeePay?"

2. Min. Spend Amount

The example above displays "RM12 Min. Spend", which means users will have to accumulate a minimum spend of RM12 from the same shop before checking out. However, this minimum amount may vary depending on the ongoing campaign or voucher. Furthermore, RM40 Free Shipping Vouchers are seasonal and only available during marketing campaigns. You may receive a notification regarding this voucher which will be automatically added to your voucher wallet.

3. Type of Sellers Tag

In the example above, we can see that the voucher is applicable for "All Sellers". However, certain Free Shipping Vouchers can only be used with Shopee Mall, Preferred or only Free Shipping Sellers. Kindly refer to the images below for more examples.

4. Validity Date

Kindly take note of the validity date of Free Shipping Vouchers as they may expire before you are able to use them.

If you still have shipping fees for your order despite using Free Shipping Voucher, this might be due to the maximum shipping fees subsidy capped per order. Kindly refer to this LINK for more information.

Question 3

[Seller Basics] How do I start selling on Shopee?

Accepted Answer

To start selling on Shopee, you must first create a Shopee account.

After which, you can proceed to set up your shop via Seller Assistant, enable shipping options for your shop, list your products, and set up marketing promotions to attract more customers!

Learn more about how to start selling on Shopee on the Seller Education Hub.

Question 4

[Refund Request] ﻿When and how can I apply for a Return & refund?

Accepted Answer

When can I apply for a Return / Refund ? If your order is still under "To Receive" tab, please proceed to request for return/refund if you:

Did not receive the order
Received an incomplete product (missing quantity or accessories)
Received the wrong product(s) (e.g. wrong size, wrong colour, different product)
Received a product with physical damage (e.g. dented, scratched, broken)
Received a faulty product (e.g. malfunction, does not work as intended)

*Note: If your order is completed, please do follow the steps in article "My order is completed, can I still raise return/refund request?". How do I request for Return / Refund ? Before we begin, kindly note that you may only raise Return/Refund request after the order has passed Estimated Delivery Date or once the order has been delivered. Otherwise, the 'Return / Refund' button will be greyed out and you will be prompted with the error message below if you proceed to click the button.

Step 1: From your Shopee App, click on "Me" and search for your order in "To Receive". Step 2: Click on your order, then click the "Request for Return / Refund" button at the bottom of the page.

After you clicked "Return / Refund", you will need to:

Select the item you would like to request for refund.
Provide the reason of the refund request.
Insert picture proof of your claim. (Can insert up to 3 images)
Describe the situation in detail to support your claim.
Propose a solution you would like to receive, either to get a refund only or to return the item before receiving your refund.
Insert the acceptable refund amount that you would like to request and submit.
Once it is updated, click submit and the seller will be notified instantly regarding your refund request.

Follow up on your case

After you have successfully requested for refund, the seller will be given 3 days to respond to either dispute your case or counter propose your proposal. You will be able to check for any updates through the "Discuss" button of your case.
In the event the seller counter proposed your proposal you can then choose to "Dispute The Case", "Counter" another offer or to "Accept" their counter proposal.

*Discuss also allows you to update additional supporting document (pictures) or chat with the seller about the case for both the seller and Shopee Agent to assist you further.

Dispute: This will allow the Shopee Dispute Agent to come into this discussion to facilitate the resolution. We will be able to see the whole discussion including pictures and chats sent prior. Any additional proof may also be requested from either party.
Counter: This will allow you to propose a new solution or another amount for this case. The seller will need to respond to your counter proposal within 3 days. If the Return/Refund request was submitted under Non-Receive reason, buyer/seller will not be able to propose/counter a new refund price.
Accept: This will complete the refund request case by accepting the seller's latest proposal.

*You are advised to keep an eye on the case and may need to respond in a timely manner should the seller / Shopee Agent need more evidence from your end. The case will auto accept the seller's final proposal if you failed to respond to their counter proposal within 3 days.

To ensure the case can be processed a timely manner, it is best for you to refer to our article "What are the supporting documents required for a refund request case".

Question 5

[My Account] Why did I not receive my verification code/One-Time Password (OTP) via SMS?

Accepted Answer

If you did not receive your verification code or One-Time Password (OTP) via SMS, it could be due to 2 reasons:

1. Network or connectivity issues

Try the following basic troubleshooting techniques:

Ensure that your phone line signal is full.
Resend a verification code (up to 4 attempts).
Switch off your mobile phone, remove and re-insert your SIM card, then switch on your mobile phone again. After that, make another request for a verification code.

2. Account is linked to another phone number

Check your profile information to ensure that the correct phone number is linked to your Shopee account.

Should the issue persist, contact Shopee Customer Service with the following information ready:

Shopee username
Date and time when the issue occured
Phone model and version (Android or iOS)
Service provider
Last known page where verification code was requested (e.g during password reset, updating bank account details, etc)

Question 6

[ShopeePay] How do I top up my ShopeePay balance?

Accepted Answer

You can top up your ShopeePay balance with the following payment methods:

Credit / Debit card
Maybank2u
Cash Payment at Convenience Store
Online Banking

To top up your ShopeePay balance, select ShopeePay balance on the homepage > Top Up > select your preferred payment option > complete payment.

P0031-Item-1-Topping up ShopeePay Balance

Your ShopeePay balance will reflect the top-up amount immediately after payment is verified. You can contact Shopee Customer Service if you don’t see your topped-up balance reflected within 1 day.

If you encounter problems with topping up your ShopeePay balance, it is likely that a payment issue has occurred. Contact Shopee Customer Service with the Transaction ID. You can find it by selecting the failed Top up transaction under Last Transactions > COPY.

P0031-Item-2-Copying Transaction ID for failed top-up

Auto top-up

Set up auto top-up to ensure that you’ll always have sufficient funds in your ShopeePay account.

Select ShopeePay balance on the Shopee App homepage > ShopeePay Settings ⚙ > Auto Top Up Settings > set value for When Balance Falls Below > set value for Top Up Amount > Top Up With > select credit card > SUBMIT > SAVE.

P0031-Item-3-Setting up ShopeePay auto top-up

Balance limits

ShopeePay lets you top up a balance of up to RM2,999 for unverified accounts, and up to RM4,999 for verified accounts.

Question 7

[Order Cancellation] How will I get my refund for cancelled orders?

Accepted Answer

Refunds for successfully cancelled orders will be processed immediately, based on the payment method used. The refund process and time period are different for each payment method:

Credit Card/Debit Card/Credit Card Instalment

Payment will be credited to the card used within 7-14 working days, depending on the card-issuing bank.

ShopeePay/Online Banking/Cash Payment at Retail Stores

Payment will be credited to your ShopeePay account within 24 hours. You can use it for future purchases or withdraw it after you have updated your bank account details.

You will be notified via in-app notifications and email once your refund is processed. To check for such notifications, go to Order Updates via the Notifications tab on Shopee App.

OS0024-Item-1-Notification on refund for cancelled order on Shopee App

Question 8

[Order Protection] What is Shopee Guarantee?

Accepted Answer

Shopee Guarantee is a feature where payments to sellers are temporarily held by Shopee for a Shopee Guarantee period, only to be released when buyers confirm that orders are fulfilled and satisfactory.

This period is calculated based on the seller's Days to Ship (DTS) and Estimated Delivery Time, which starts from your payment confirmation date.

Here’s an example of how this can be calculated:

2 (Days to Ship¹) + 7 (Estimated Delivery Time²) + 3 (Buyer Confirmation Time³) = 12 days

¹ Days to Ship - number of days it takes seller to prepare for delivery

² Estimated Delivery Time - average delivery time by logistics partner

³ Buyer Confirmation Time - number of days it takes buyer to confirm receipt after delivery

For orders that have yet to be shipped

Sellers need to ensure that they have shipped the order out within the Shopee Guarantee period, otherwise the payment will be automatically refunded to you when this period ends.

You are allowed a one-time 3 days extension of the Shopee Guarantee period if sellers have yet to ship out the item. To do so, select Extend Shopee Guarantee in the Order Details page.

OS0015-Item-1-Extending Shopee Guarantee for order not shipped yet on Shopee App

For orders that have already been shipped

You will need to confirm receipt of the order or request for return/refund within the Shopee Guarantee period, otherwise payment will be automatically released to sellers when this period ends. You are allowed a one-time 3 days extension of the Shopee Guarantee period if you have yet to receive an order that has been shipped. If you still have not received your order before the final day of the extension period, do request for a refund before the 3 days Shopee Guarantee extension period ends.

Question 9

[Order Tracking] How do I check the status of my order?

Accepted Answer

You can check the status of your orders via My Purchases in the Me tab on Shopee App.

All of your orders will be categorized according to their order statuses:

To Pay - comprises of all unpaid orders
To Ship - comprises of all paid orders that have not been shipped by sellers
To Receive - comprises of all orders that have been shipped
Completed - comprises of all orders that have been delivered
Cancelled - comprises of all orders that have been cancelled
Return/Refund - comprises of all orders that have been returned or refunded

OS0025-Item-1-Checking order status via My Purchases on Shopee App

Tracking delivery status of orders

Once your order is under the To Ship or To Receive status, you may view detailed shipping updates and track its delivery status more closely.

OS0025-Item-2-Tracking shipping updates for order on Shopee App

⚠️ Note

Orders shipped by Shopee Supported Logistics will have tracking numbers and can be easily tracked in detail via Shopee App.
If your order does not have a tracking number, you may contact the seller directly to check your order’s delivery status.

Question 10

[Seller Basics] What is Seller Education Hub?

Accepted Answer

Hello Sellers! In order to ensure a seamless user experience in Shopee, we will be migrating most of our seller-related articles to the Seller Education Hub.

The Seller Education Hub is platform that helps you learn more tips and tricks about selling on Shopee and how to expand your business. You will be able to:

Stay updated with Shopee's latest features and policies.
Grow your business by mastering our suite of features and tools.
Maintain strong operational performance with detailed user guides and tips.

How can I benefit from Seller Education Hub?

You will be able to stay updated with Shopee's latest features and policies that are updated regularly to ensure sellers enjoy a smooth selling process. Here are some key articles to begin your journey as a seller: Basics of Selling on Shopee

Shopee Seller Programmes

Checkout our Seller Education Hub for more tips and tricks to sell on Shopee.

Have other queries? Tell us more using the "email icon" or "chat now" below . You can click on the sub-categories below to see all other related topics.

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