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Merchant Compliance and Ethical Violation System is introduced to uphold ShopeeFood merchants service quality and to ensure customer satisfaction. Your store quality improvement is our utmost priority.

ShopeeFood monitors service quality by tracking incidents and reports from customers and delivery partners.

Hence, if you are found in violation of ShopeeFood Partner’s compliance ethics, you will receive a notification message on your Partner App as shown following:

Kindly refer to in-app Notification for violation details:

Compliance violation activities, including but not limited to:

1. Repetitive violations on Shopee’s terms and Conditions
2. Promotional and/or Rating Abuse
3. Fake and/or Suspicious Orders
4. Using any application or device owned by Merchant or Third parties to commit fraud
5. Tampering with the transaction processing system
6. Food and/or beverages contained domesticated / potentially virus transmitting and/or endangered animal meat
7. Noxious food and/or beverages
8. Unpasteurised dairy products
9. Wild mushrooms
10. Food and/or beverages contain any form of medicines
11. Food and/or beverages contain any medicinal claims
12. Alcohol beverages, unless Shopee’s prior written approval has been obtained
13. Any other food and/or beverages that are, or contain components that are:
14. Illegal or restricted in Malaysia; or otherwise encourage illegal or restricted activities;
15. Hazardous to human health;
16. Determined by any governmental or regulatory authority as posing potential consumers health and/or safety risk
17. Any other items that are not considered as food and/or beverages and inconsumable
18. Any other items that violate ShopeeFood's business model such as:
19. Raw materials; including, but not limited to, unmilled rice
20. Items with excessive packaging or weight; including, but not limited to, gallons of mineral water

Frequently Asked Questions:

1.Can I appeal for suspension of my Merchant account?

Yes, if your store account was suspended, you are eligible to appeal for your account. If you wish to appeal, please follow steps below:

Please contact the ShopeeFood Customer Service Team to make an appeal application, along with the information as below:

1. Store ID
2. Phone number registered with ShopeeFood
3. Screenshot of violation notification

Please note that appeals can only be made within seven (7) working days upon you receiving your account suspension notification.

2. What will cause my Merchant account to be permanently suspended?

ShopeeFood monitors food and service quality by tracking incidents and feedback reports from customers and delivery partners. If you receive permanent suspension, it means your store received a significant number of complaints that exceed current compliance tolerance.

Some examples of why your account could be suspended:

1. Increased reporting in major incidents
2. Food quality reports
3. Fraudulent or system manipulation activities