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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.
- IIf you selected ‘Received Damaged item(s)’, you’ll be able to choose from reason codes 3, 4 or 6
- If you selected ‘Received Incorrect Item(s)’, you’ll be able to choose from reason codes 2 or 5
- If you selected ‘Did Not Receive Some/All of the items’, you’ll be able to choose from reason codes 1, 8 or 9
- If you selected ‘Others’, you’ll be able to choose reason code 7
# | Reason Code | Example |
1 | Missing part of the order | 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 / items in gifts |
2 | Seller sent wrong item (e.g wrong size, model) | Item received is entirely different from the variation ordered |
3 | Product is defective or does not work | Malfunction; doesn't work as intended / described on the listing |
4 | Counterfeit product | Listing indicates or alludes to a luxury brand but item received has signs of brand imitation or forgery (e.g. obvious sign of poor workmanship, missing brand labels, misspelt brand name) |
5 | Expired product(s) | Item can't be consumed/used as expired |
6 | I want to return item in original/sealed condition | User has not removed the item packaging and wants to return the item in its original packaging / condition. Please refer to the T&C |
7 | Empty parcel | 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 stone) |
8 | Parcel not delivered | Parcel status delivered/in transit but did |
9 | 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 |
10 | Shattered products | Item received has broken into multiple pieces and can no longer be used |
11 | Outer packaging damaged | Item received is intact with no physical damage but item packaging is damaged. Parcel packaging may or may not be damaged. |
12 | Scratch/dents | Item received has minor physical defects such as scratches and dents but the item is still functioning as intended / described on the listing |
13 | Other types of damage | Item received has other forms of damage that are different from scratch/dents, outer packaging damaged, shattered/broken, spilled liquid/contents |
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
