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[Return Refund] How do I raise a return/refund request?
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:
- If your order is completed, please follow the steps in the article Can I raise a return/refund request after selecting Order Received?
- If your order is still within 15 days of the order delivered date, please follow the steps below:
Step 2: Select your order.
Step 3: Click on the Return/Refund button
Step 4: Choose your Return/ Refund reason.
- If you selected ‘I didn’t receive some/all of my items,’ you’ll be able to choose from reason codes parcel not delivered, missing, or empty parcel.
- If you selected ‘I have received all of my items but there are issues,' you’ll be able to choose the reason code that having an issue other than not receiving some/all items.
Request Type | Reason Code | Example |
I didn’t receive some/all of my items | Parcel not delivered | The user did not receive the parcel at all |
Missing part of the order | The user receives the parcel, but the parcel contains some but not all items/components of the main item/items in bundle items/items in add-on deals/free gifts | |
Empty parcel | The user receives the parcel, but the parcel is either empty (i.e., empty box/packaging with no items inside) or contains low-value filler items (e.g. unrelated items like stones, newspaper) | |
I have received all of my items but there are issues | Seller sent wrong item (e.g wrong size, model) | The item received is a completely different product or a different model/variation from what was ordered |
Outer packaging damaged | The item received is intact with no physical damage, but the item packaging is damaged | |
Scratch/dents | The item received has minor physical defects such as scratches and dents, but the item is still functioning as intended | |
Spilled liquid/contents | Item received has obvious leakage of liquid/contents, causing the internal/external packaging to be wet/soiled and/or the item unsuitable for use | |
Shattered products | The item received has broken into multiple pieces and can no longer be used | |
Other types of damage | The item received has other forms of damage that are different from scratches/dents, outer packaging damage, shattered/broken, and spilled liquid/contents | |
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 sign 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 item in 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. |
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:
- [Refund Only] Apply for a refund for the quantity that you didn't receive.
- [Return and Refund] Return all items as the remaining items received are unusable without a complete set.
Step 6: Describe your request and include photo evidence that clearly supports the reason for the return/ refund (you can include 1-3 photos). Here are some examples.
Step 7: Press the Submit button
Here’s a tutorial on how to request a Return/ Refund:
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.
⚠️ Note:
- Occasionally, you may encounter technical issues when submitting return or refund requests, which could be caused by temporary system errors. If this occurs, please wait a moment and try again. If the issue persists, contact our Customer Service team through the channels provided at the bottom of the page for assistance.
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:
- Depending on your reason, you might see 'Return and Refund' or 'Refund Only' options
- For non-receipt cases, evidence isn't required
- The process is similar for different reasons, with variations in required documents (Types of effective supporting documents)
- 'Refund Only' appears for specific cases like non-received or incomplete/missing items
- Within 5 working days, Shopee processes your request, notifying you via in-app and email
- For 'Refund Only,' Shopee reviews and resolves the case
- 'Return and Refund' cases generally involve returning the product for a refund
