Shopee MY Help Center
Shopee Policies
Hi, how can we help?
[ShopeeFood Merchant] What should we do if we receive a violation reminder?
English | Bahasa Malaysia
In order to continuously improve the quality of our services and to ensure maximum customer satisfaction, we will strengthen our rigorous monitoring and management of the quality of service provided to ShopeeFood merchants. If you receive a violation reminder from ShopeeFood, it means that your store may be in violation of our policies and terms of service.
These violations can be grouped into these categories:
In order to continuously improve the quality of our services and to ensure maximum customer satisfaction, we will strengthen our rigorous monitoring and management of the quality of service provided to ShopeeFood merchants. If you receive a violation reminder from ShopeeFood, it means that your store may be in violation of our policies and terms of service.
These violations can be grouped into these categories:
| Category | Description |
| Missing or Incorrect Order Issues | There are items missing from the order, or the items in the order are different from the customer’s order. |
| Foreign Objects in Food Issues | Foreign objects or impurities found in food that should not be there (e.g. cockroaches, spiders, hair, etc.). |
| Food Safety Issues | Improper food preparation and cooking methods such as undercooked meats, and incorrect refrigeration |
| High Preparation Time | Your daily orders' average lead time has surpassed 25 minutes over our weekly baseline. Our target average preparation time per order is 15 minutes. |
| High Cancelation Rate | Your daily orders' average lead time has surpassed 25 minutes over our weekly baseline. |
| Auto Pause | Cancellation reason due to "restaurant is closed during operation hours" results in an automatic pause in your store's status. |
| Collusion | System detects fraudulent or suspicious activities between accounts of merchant-buyers and/or merchant-driver. |
The following are the steps to be taken in response to a violation reminder:
- Read the violation reminder carefully: To ensure that you are fully aware of the specific violation and its cause.
- Continuous Improvement: The key to preventing future violations is to continuously improve and comply with the policies and standards of our ShopeeFood platform.
For every violation, it will accumulate demerit points, which can face serious consequences. Click here for more information on the Points and Penalties breakdown
We are committed to building trusted relationships with our merchants to ensure they provide high-quality products and services that result in an exceptional buying experience for our customers. Feel free to contact our support team if you have any questions or require assistance.
Was this article helpful?
Yes
No
Do You Have Any Other Questions?
Have a chat with us
Shopee: 24Hours, Shopeefood: 7am-11pm
Give us a call
Shopee: 8am-7pm
