Hi, how can we help?

[ShopeeFood Merchant] Store Ethics & Appeals

ShopeeFood Merchant Ethics:

Product Quality: Merchants are expected to offer high-quality products that meet the standards and specifications mentioned in their listings.
Timeliness: Timely delivery is crucial for food merchants. They should ensure that orders are prepared and delivered within the specified time frames.
Compliance: Merchants should comply with local laws and regulations, including food safety standards, hygiene practices, and business licensing requirements.

Establishing a store code of conduct is essential for ensuring proper store operations, maintaining high quality standards, and delivering excellent service. It plays a pivotal role in cultivating a positive customer experience. If merchant fails to comply, they will be given a QMS point.

How to check your points :

Under 'Store' tab, go into 'Penalty'.
Click on Penalty Points to check on the violation summary & Penalty Period.

Below is the breakdown of the points :

Rule Name	Rule Description	QMS Points
Serving rancid food	Rancid food, maggot, expired food or beverages. Food changes texture (slimy) etc.	30 Points
Food poisoning	1 order complaint under Food poisoning	30 Points
High preparation time	Weekly order preparation time exceeds 20 minutes	10 points
High cancelation rate	The cancellation rate > 7 cancelled orders weekly	25 Points
Inaccurate order	Buyer received less than the total items bought OR Buyer received wrong items	5 Points
Store is closed (Auto Pause)	More than 1 report of store is closed	-
Collusion	Fraudulent / suspicious activities between accounts of merchant-buyers and/or merchant-driver.	35points

Indicators :

Rule Name: Rule for the QMS point given
QMS Points: Points allocated for the rule

Points will accumulate and only reset based on the reset period from the allocated date. Accumulated points will result in the below action from ShopeeFood:

QMS points Threshold	Penalty Types & Period
25 Points	Suspension: 3 hours
35 Points	Suspension: 3 hours
50 Points	Suspension: 6 hours
75 Points	Suspension: 1 day
100 Points	Suspension: 2 days
125 Points	Suspension: 3 days
>150 Points	Inactive Store

Merchants only can appeal for suspensions above 2 days.

For the appeal process, please provide relevant evidence for the team to conduct an internal investigation before responding to the appeal.

Was this article helpful?

Yes

Do You Have Any Other Questions?

Have a chat with us

Shopee: 24Hours, Shopeefood: 7am-11pm

Give us a call

Shopee: 8am-7pm

Shopee Policy

Service Requirement