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[Return Refund] How do I raise a return/refund request?
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You can submit a return or refund directly in the Shopee App.
1) When You Can Request
Within 15 days from the delivery date.
If the order is already completed, see: Can I raise a return/refund request after selecting Order Received?
2) Steps to Raise a Request
Step 1: Go to Me > To Receive
Step 2: Select your order
Step 3: Tap Return/Refund
Step 4: Choose a reason (see Reason Codes below)
Step 5: Describe the issue and upload 1–3 clear photos/videos as evidence
Step 6: Tap Submit
3) Reason Codes & Examples
A. I didn’t receive some/all of my items
Return/Refund reasons | Definition |
Parcel not delivered | The user did not receive the parcel at all |
Missing part of the order | Received incomplete quantity, missing accessories, or missing add-on deals/free gifts |
Empty parcel | Packaging is empty or contains unrelated low-value items (e.g., stones, newspaper) |
B. I have received all of my items but there are issues
Return/Refund reasons | Definition |
Seller sent the wrong item (e.g., wrong size, model) | Different product/size/model/variation from what was ordered |
Outer packaging damaged | Item intact but packaging damaged |
Scratch/dents | Minor physical defects; item still functions |
Spilled liquid/content | Leakage causing damage or making item unusable |
Shattered products | Broken into pieces and unusable |
Other types of damage | Damage not listed above |
Product is defective or does not work | Malfunction or item received does not work as intended/fails to operate properly |
Counterfeit product | Listing indicates a luxury brand, but the item received has signs of brand imitation or forgery (e.g., obvious signs of poor workmanship, missing brand labels) |
Expired product(s) | The item shows signs of deterioration (e.g., mold) or has an expired product label. |
I want to return the item in its original/sealed condition | The user has not removed the item packaging and wants to return the item in its original packaging/condition. Please refer to the T&C. |
4) Choosing Your Solution
Depending on your reason, you may see:
Refund Only – Refund without returning the item (e.g., non-receipt, missing items)
Return & Refund – Send the item back for a full refund
For “Missing part of the order”:
Choose Refund Only for the quantity not received; or
Choose Return & Refund if the remaining items are unusable without the full set.
5) Edit Item Quantity (Partial Requests)
You can adjust the quantity when submitting a request. Supported for:
Normal orders
Bundle deals
- Gift purchases
Add-on deals
6) Track Your Request
Go to Me > View Purchase History > Return/Refund
Select the order > tap Discuss to:
- Check status updates
Upload additional evidence if needed
7) Return/Refund requests for perishable items
See: [Return Refund] Physical non-returnable item: Perishable Good
8) Handling orders marked as Delivered but not received
If you have yet to receive your order even though the order status has been updated as Delivered, you should:
Check with family members or neighbours
They might have received the parcel on your behalf. Also check common drop-off spots such as your mailbox, building’s dry riser, or shoe rack in your lobby.Contact the seller
If the parcel was delivered by the seller’s own delivery fleet, contact the seller directly via Shopee Chat to confirm the delivery status.Raise a refund request
If you still cannot locate the parcel, and it is within the Return/Refund period, submit a refund request via the Shopee App.
⚠️ Note: For non-receipt cases, you are not required to submit evidence. The solution will be set as Refund Only and Shopee will review the case before providing a resolution.
9) Processing Partial Refund Requests
A seller may initiate a partial refund negotiation after Shopee has approved the Return/Refund request. Upon receiving a partial refund offer, you have three options:
a) Accept the offer – If the amount is satisfactory, select Discuss on the Return/Refund Details page > Accept Proposal. Refund will be processed, and no return is required.
b) Negotiate – Propose up to three counteroffers. Select Discuss > Counter > Enter amount > Confirm. Both parties must respond within 24 hours for each counteroffer.
c) Reject the offer – Select Continue with return > OK > Return the product(s) for a full refund.
If either party fails to respond within the set time frame, the buyer will be prompted to return the products for a full refund.
⚠️ Important Notes
Non-receipt cases do not require evidence.
Evidence requirements vary by reason (see Effective Evidence Guide – insert link).
“Refund Only” appears for specific cases like non-received or incomplete/missing items.
If submission fails, try again later. If it still doesn’t work, contact Customer Service.
Tip: Clear, relevant evidence helps resolve your case faster.