If you need to raise a return or request a refund, you can do so directly on the Shopee App.
Here's how to request a Return/ Refund:
# | Reason Code | Example |
1 | Missing part of the order | Missing parts of the product, missing products, missing quantity/accessories |
2 | Seller sent wrong item (e.g wrong size, model) | Wrong size/colour, different product |
3 | Damaged item | Sub reason:
i) Damaged outer packaging ii) Slight scratches/dents iii) Shattered products iv) Spilled liquid/contents v) Others |
4 | Product is defective or does not work | Malfunction; doesn't work as intended |
5 | Counterfeit product | Fake Item (Item doesn't have authenticity cert/missing logo) |
6 | Expired product(s) | Item can't be consumed/used as expired |
7 | Change of mind | Item doesn't fit or don't want the item anymore. Please refer to the T&C. |
8 | Empty parcel | Received empty box or box with unrelated item |
9 | Parcel not delivered | Parcel status delivered/in transit but didn't receive the item |
For missing part of the order, you'll be able to select Return/Refund reason and decide your solution based on the conditions of the item received:
Editing item quantity for Return/Refund
You can edit the quantity of items during the return/refund process. You may select all items or a partial quantity of items you wish to return or refund. It's applicable for normal orders, bundle deals, gift purchases, and add-on deals.
Here's how to follow up on your case:
After you have successfully requested a refund, it will take 2 working days for the Shopee team to come up with a final decision. You will be able to check for any updates through the Discuss button of your case.
Discuss also allows you to update additional supporting documents (pictures) which could assist you with your case further. You are advised to keep an eye on the case and may need to respond promptly should the Shopee Agent need more evidence from you.
Please refer to our article What are the effective supporting evidence I can submit as evidence for my refund/return request? for more information.
⚠️ Note: