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You may raise a Return/Refund request for Parcel Not Delivered for orders that are stuck, wrong delivery or returned to sender. If your item shows “Parcel has been delivered” in the logistic tracking in your Shopee application but you did not receive your parcel you may also raise Return/refund under this reason code.

Problematic Parcel

If your parcel status falls under one of these status it is considered as Problematic Parcel

• Lost

• Untraceable Parcel

• Damaged in Transit

• Problematic Parcel

• Parcel is Damaged

• Parcel has been disposed

• Disposed Parcel

Examples of cases that are under problematic status

Return to Sender

If your parcel status showing parcel is being returned to sender

Example of logistic status showing parcel is being returned to sender

Stuck Parcel

If your parcel logistic status shows the same status multiple times and for a long period of time.

Wrong Delivery

If your parcel has been delivered to the wrong address

⚠️ Evidence Requirement:

1. For parcels mistakenly delivered to the wrong address or marked as delivered in the tracking status, please provide us photo(s) of your premises displaying the unit number

💡 Guidelines for Evidence:

• File size: 10 MB/photo, 30 MB/video (up to 1 min)

• Clear, quality evidence (close-ups for defects)

• Video evidence is recommended for faulty product returns

• Include negotiation history with a seller, if applicable