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For cases where the status shows ‘Delivered’ but you haven’t received the order yet, you may raise a return refund request.

If you don’t receive your parcel after the expected delivery date, you can request for a refund.

How to find the expected delivery date of your order

Step 1: Launch Shopee app and click ‘Me’ tab

Step 2: Tap on ‘To Receive’ tab and click on the order

Step 3: You can see the expected delivery date at the top part of the order details page

What should I do after I’ve requested a refund?

Once you’ve requested a refund using the reason ‘Did not receive the order’, Shopee will check and respond to it. We will either accept the refund request directly or hand the case over to the Dispute team.

💡 Tip: If the case goes to the Dispute, they will complete the investigation within 5 working days from the date it’s handed over. Our Dispute team may request for supporting documents. Please ensure that you respond within the specified time frame to receive appropriate assistance and prevent the cancellation of your case. 

What should I do if I accidentally tapped on ‘Order Received’?

If you’ve accidentally tapped on ‘Order Received’, wait until the Expected Delivery Date to receive the item. If you don’t receive the parcel by the Expected Delivery Date, you can raise a Return Refund request for further assistance.

💡 Tip: You can contact the courier assigned to your order to find out about your parcel status. For more info, refer here.