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[Return Refund] How do I raise a return/refund request?
English | Bahasa Malaysia
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 between I have received my items but there are issues and I didn't receive my item
Step 5: Choose your Return/ Refund reason.
- If you selected ‘I have received my items but there are issues’, you'll be able to choose from reason codes 1 - 7;
- If you selected ‘I didn’t receive my item(s)’, you'll be able to choose among reason codes 1, 8 or 9.
# | 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:
- [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 7: 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 8: Press the Submit button
Here’s a tutorial on how to request a Return/ Refund:
Editing item quantity for Return/Refund
You'll be able to edit the quantity of items during the return/refund process. You may choose to select all items or a partial quantity for items that 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:
- 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
