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[Return Refund] What are the effective supporting evidence I can submit as evidence for my Return/Refund request?

English | Bahasa Malaysia 

Depending on the reason for return/refund, here’s the effective supporting evidence you can submit. If your return/refund request is under investigation, your cooperation in providing the necessary evidence will be greatly appreciated and will help us resolve the matter more efficiently. The types of evidence that may be requested are:

 

• Unboxing video process (full video with no editing) 
• Photo/video of the parcel condition when received 
• Photo/video of the item and its issues 

 
⚠️ Note:

 

• No evidence is needed for non-receipt (parcel is still in transit) cases
• Shopee will investigate with sellers/logistics - if valid shipment proof or transit status is found, the request is denied
• Buyers will be refunded for lost items

 
Parcel not delivered (logistic status shows delivered) 

• Photo(s) of the house with unit number 

 

Listed below is a guideline for the types of evidence that may be requested during the investigation.

 
⚠️ Note:

 

• Some evidence not listed may be requested if relevant to the issue. 
   

Other return reasons (except Change of Mind) 
 
For all return/refund requests raised by you (except for Change of Mind), a video of the unboxing process is highly encouraged. We encourage you to take a video of your unboxing process once you have received your parcel. 
 
The parcel condition in the unboxing video should be unopened as received from the courier and should be one continuous video from the start until the end without edits. 
 
A valid unboxing video should include: 

 

• All angles of the unopened parcel 
• Clear Airway Bill on the parcel 
• All Items from the parcel received 

 

 Example of Valid Unboxing Video

Received wrong product 

 

• Photo(s) and/or video(s) of the parcel received and the product(s) it contains 
• Photo(s) of the product being measured using a measuring tool (from one end to the other) if the product’s size is wrong
• Photo(s) and/or video(s) showing the condition of the internal and external packaging of the parcel

 
Shattered/broken products 

• Photo(s) of the parcel, the product, and its internal and external packaging
• Photo(s) of the product showing the damaged condition 

 
Spilled liquid/contents 

• Photo(s) of the parcel, the product, and its internal and external packaging
• Photo(s) of the product showing the spilled liquid/contents 

 
Scratch/dents 

• Photo(s) of the parcel, the product, and its internal and external packaging
• Photo(s) of the product showing the scratch/dents

 
Outer packaging damaged 

 

 Examples of evidence for both outer packaging damage and other types of damage  

 

• Photo(s) and/or video(s) of the product showing physical damage (e.g. cracks, defects) 
• Photo(s) and/or video(s) showing the condition of the internal and external packaging of the parcel

  

Empty parcel 
 

• Photo(s) and/or video(s) of the product showing the received empty parcel
• Photo(s) and/or video(s) showing the condition of the internal and external packaging of the parcel

 

Faulty product 

• Photo(s) and/or video(s) of the product showing it doesn't work as intended (e.g. electronic device that does not work despite connecting to a power source or after the battery is inserted)

 
Counterfeit product 

 

• Photo(s) and/or video(s) showing the comparison of the item received and the original item
• Screenshots/URLs/other documents to show features of an authentic product (e.g. serial number, brand logo, images from the official website)

 

Change of mind 

 

 

• Photo(s) of the parcel, the product, and its packaging
• Photo(s) of the product showing the condition of the item that is to be returned (item must be in an unused/sealed/returnable condition) 
• Kindly refer to our Refunds and Return Policy and list of products that are not returnable using Change of Mind

 

Missing quantity/accessories 

 

• Photo(s) and/or video(s) of the parcel received and the products it contains 
• Photo(s) and/or video(s) showing the condition of the internal and external packaging of the parcel

 

Expired Product(s) 

 

• Photo(s) and/or video(s) of the parcel, the product, and its packaging
• Photo(s) of the product showing the label and/or signs of the product condition (e.g Expiry date, mould) 

 

💡 Guidelines for evidence:

 

• File size should be 10 MB/photo, 30 MB/video (up to 1 min) 
• Clear, quality evidence (close-ups for defects)
• Video evidence is recommended for faulty product returns
• Include negotiation history with the seller, if applicable