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[ShopeeFood] Refunds: How to Request & When to Expect Your Money
English | Bahasa Malaysia
1. When Can I Request a Refund?
You can request a refund if any of the following apply:
(a) Part of your food is missing or incomplete.
(b) You received the wrong food item.
(c) Your order shows 'Delivered', but you didn’t receive it.
(d) The restaurant was closed, but you were still charged.
(e) The food is unsafe or tampered with (e.g., broken packaging, expired).
Refund requests will NOT be approved for:
(a) Late delivery alone.
(b) Personal preferences such as taste or portion size.
2. How to Request a Refund
Follow these steps in the Shopee app:
Step 1: Open the Shopee app and go to the Me tab.
Step 2: Select My Purchases and locate the relevant order.
Step 3: Tap Request Refund.
Step 4: Choose your reason and upload clear supporting proof (photos, screenshots, chat/call logs).
Step 5: Submit your request.
Please refer to the steps below on how to raise a refund request:
3. How Long Will It Take to Receive My Refund?
Refund timelines depend on your payment method:
Payment Method | Refund Destination | Timeline | Further Details |
ShopeePay | ShopeePay | Within 24 hours | 1. If your ShopeePay remains inactive for 72 hours, refund will be sent to your default bank account within 3-5 working days |
Credit/Debit Card | Credit/Debit Card | 3-5 working days | 1. The timeline is depending on your bank or payment gateway |
Apple Pay | Refund to Original Payment Method | 3-5 working days |
|
COD | ShopeePay | - | For refunds related to COD (Cash on Delivery), you can contact us via the channels at the bottom of the page. |
SPayLater | SPayLater | The amount will be credited back to your SPayLater’s available balance within 24 hours |
|
DuitNow | Original Payment Method | Within 2 working days
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You will be notified via in-app notifications and email once your refund is processed. To check the update on your refund request, you may click on the Notification Tab > Order Updates
4. Tips for a Smooth Refund Process
(a) Provide clear photos/videos as evidence. Learn more HERE.
(b) Ensure your ShopeePay wallet is activated for faster refunds.
(c) Keep your bank/online payment details up to date.
Note: If you still face issues (especially for Cash on Delivery orders), please reach out to us via Live Chat or submit a request through our Help Form.