Hi, how can we help?

[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.


  1. If the dispute is resolved in favour of the buyer, the refund will be processed to the buyer accordingly.
  2. 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.

Was this article helpful?
Yes
No