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[ShopeeFood Merchant] What should I do if my order was cancelled but I have already prepared the food items

English | Bahasa Malaysia
 
ShopeeFood merchants can request compensation through the Shopee Customer Service Team if they encounter a situation where the food has already been prepared but the order is later cancelled due to it not being assigned to a delivery rider.
 
It is important to note that we strongly recommend that merchants start preparing their orders only after they have successfully assigned their orders to our delivery partners.
 
⚠️ Note:
Please note that merchants can only request a refund within the first 30 days of the order cancellation date.
 
The steps sellers need to follow to request compensation are as follows:
 
Step 1: Record Affected Orders
  • Make sure to keep a record of the affected Order ID(s) and take a clear photo of the prepared food along with the printed receipt.
 

To find the Order ID of your cancelled orders in the Shopee Partner App:

  • Click on 'Order' > Go to 'History' > Find the canceled orders (the corresponding Order ID will be displayed) and click on the canceled order to view the full details, including the Order ID and order time in the Order Information section.
 
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Step 2: Request for a Compensation
  • Click on the banner on the 'Store' page to access the compensation form. Fill in the details to request compensation. Once submitted, our team will review your request and get back to you within 3 to 5 working days.

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Please note that each compensation amount will be subject to the commission and transaction fees of each store.

To access the compensation form, click HERE.
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