Question 1

[ShopeeFood Merchant] How do I cancel an order in the partner app?

Accepted Answer

On certain days, you might encounter a situation where you are unable to fulfill the orders that are coming in, and sometimes requesting order cancellation can be time-consuming.

Good news! Now you can manage your orders with our new cancellation feature.

With this feature, you can cancel orders by clicking the "Cancel Order" button on the order details page.

IMPORTANT NOTES

The “Cancel Order” button will only be shown if your store’s self-cancellation access is turned on regardless of account type.
You are required to select one of the cancellation reasons.
We encourage you to contact the customer before canceling the order.

With this feature, you can self-cancel orders by clicking the "Cancel Order" button on the order details page.

Question 2

[ShopeeFood Merchant] How do I open & close my store or pause my orders?

Accepted Answer

You may edit your shop availability to open or pause on the Partner App.

You may open or pause incoming food orders if you have a peak hour or high number of orders waiting.
You may select the duration of 15 minutes, 30 minutes, 60 minutes and the rest of the day to pause your shop.
If you wish to Unpause, click on “Pause” at the top right of your screen.
You may click on “Unpause” to continue receiving your orders.

⚠️Note:

Merchants can only pause the store for up to a day! For longer durations, set a special hour instead. Learn how HERE.

Question 3

[ShopeeFood Merchant] Why is my Merchant account suspended and how to reactivate it?

Accepted Answer

If you notice that you are unable to access your account on the Merchant app or receive a notification from Shopee [email/ in app] informing you that your account is suspended, you may reach out to our Customer Service Team via chat for further assistance.

Note: You are encouraged always to follow all Shopee Policies to avoid action being taken against your account.

Question 4

[Shopee Partner] How to change My Account details in Shopee Partner?

Accepted Answer

English | Bahasa Malaysia

Would you like to update or edit your basic information such as contact number, email and address in the Shopee Partner App? The process is simple! Please follow the steps below to self-edit your details:

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Step 1: Click the Icon on the top right-hand corner
Step 2: Select Basic Information
Step 3: Select the information you wish to update or edit
Step 4: Enter your updated information
Step 5: Click on Continue

⚠️ Nota:

Please ensure that the details are correct and not linked to any other account.

If you've completed these steps and are still encountering issues updating your details in the ShopeeFood Merchant app, please contact our ShopeeFood customer support team via Chat.

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