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[Shopee Mall Return] How does Shopee handle disputes for returns/refunds?
English | Bahasa Malaysia
Shopee will investigate a dispute case and come to a fair resolution after reviewing evidence submitted by seller and/or buyers.
This will take around 5 working days from the date the dispute was raised, subject to changes depending on the reason for return/refund.
1. Incomplete products/missing products
For cases like this, buyers may choose either refund only (without return) or return plus refund. After reviewing the case, Shopee will either:
Approves refund only request | Approves return and refund request |
• After the request is approved, sellers can either accept or dispute the outcome. • If a dispute is raised, Shopee will investigate the case further to determine a fair resolution within 5 working days. | • Buyers need to return the products to the seller or Shopee Warehouse before the refund can be processed. • Returned products will undergo a quality check by the seller or Shopee Warehouse team to ensure these products meet the criteria for return. • If the returned products are deemed to be unsuitable for refund, a dispute can be raised. • Shopee will then look into the case to determine a fair resolution within 5 working days |
2. Damaged/faulty/wrong products
Buyer will need to return the products before the return/refund request is approved. For cases like this, you can proceed with either type of refund:
Partial Refund (from Seller) | Full refund with product return |
• Before the products are shipped for return, the seller may offer the buyer a partial refund. • Shopee will not intervene if the buyer chooses to engage in a discussion directly with the seller. • The buyer must decide whether to accept the offer or continue with the return for a full refund. • If there is no response from the buyer or seller, the negotiation will be terminated and the buyer will be asked to continue with the return. | • Proceed to return the product to either the seller or Shopee Warehouse. • Seller/Shopee Warehouse will conduct a quality check to determine if these products meet the criteria for return. • If the products don’t meet the return criteria, the seller or Shopee Warehouse team may raise a dispute. • Shopee will then investigate the case and determine a fair resolution within 5 working days. |
3. Counterfeit products
All return/refund requests on counterfeit products will be thoroughly reviewed and supporting evidence will be requested from both buyers and sellers before a fair decision is made.
There are 3 possible outcomes:
Outcome | Description |
Refund only is approved | • The buyer will receive the refund once Shopee approves the request. • The seller may raise a dispute after the buyer is refunded. Shopee will then investigate the case and determine a fair resolution within 5 working days. |
Return & Refund is approved | • The buyer will be asked to return the products, and these products will then undergo a quality check by the seller/Shopee Warehouse team to determine if they meet the criteria for return. • A dispute may be raised if these products are deemed unsuitable for return. Shopee will then investigate and determine a fair resolution within 5 working days. |
Return & Refund is rejected | • Shopee will reject the request if the buyer’s initial supporting evidence is invalid or doesn't support the return/refund reason selected. |
Shopee will inform both buyer and seller on the outcome via email.
- If the dispute is resolved in favour of the buyer, the refund will be processed to the buyer accordingly.
- If it is resolved in favour of the seller, payment will be released to the seller.
⚠️ Important note: To facilitate the dispute resolution process, Shopee may require buyers/sellers to submit more supporting evidence within the stipulated time period before starting the investigation.
