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[Shopee Mall Return] I received a fake item from a Shopee Mall seller, how do I claim my 8x money back?
English | Bahasa Malaysia
If you received a fake item from a seller in Shopee Mall, you will be able to claim up to 8X money back the amount you paid for the product, following the terms of Shopee Mall’s 8X Money Back Guarantee policy here.
To claim, kindly follow the steps below.
1. Raise a return request on Shopee for your order.
2. Choose the reason "I received counterfeit product(s)"
3. In the Return/Refund Reason section, indicate why you think it is fake.
Below are examples of acceptable proof that you may provide to support your Return & Refund request for counterfeit reasons. At the same time, we will request proof from the Seller as well to make a judgment.
| Buyer | Seller |
Evidence required
| Photo/ video that illustrates counterfeit claim via: · Counterfeit product proof (e.g. screen recording of scanning QR code/ registering product ID on the official website for the product that verifies authenticity of product) · Comparison between original product and item received · Product packaging received is different from authentic product packaging (Need to be wary, since it may just be due to new packaging) | · Authorisation of distribution or brand registration certificates, with a clear indication of the seller's name/shop name · Sales /tax invoice from the manufacturer or authorized distributor · Certified copy of trademark/ patent/ brand registration · Seller/ issuer/ distributor's company name appears in the official website of the brand |
4. Click submit.
5. Select your preferred 3PL.
6. Ship the item(s) back to us.
- (Free Return - Max 70KG) J&T Express (preferred shipping channel) - A Barcode will be generated in the Shopee app to be scanned upon drop-off. J&T branch staff will print out AWB after scanning the barcode on the buyer's app.
- (Free Return - Max 30KG) Poslaju - Buyers can choose to download the Return Airway Bill (RAWB) via the app or send it to their email to be printed. Buyer to attach the RAWB on the parcel, then drop off the parcel at any Poslaju branch for free.
- (Free Return - Min 20KG) J&T Cargo- The tracking number and return label will be generated either to your email or through the ShopeeApp. J&T Cargo will collect the parcel from the buyer's pickup address during the selected pickup time.
- Buyer Self Arrange - Buyer can drop off the return parcel at their preferred return 3PL and "input shipping info" with 3PL used, tracking number and photo evidence of return shipment. Buyer will have to self-bear the return shipping fee.
7. Our Shopee Returns Team will evaluate and authenticate the product.
8. Once our investigation shows that the product is indeed a counterfeit/fake, we will credit the amount you paid for the order into your Shopee Wallet.
9. We would then refund another 7x of your order through a manual Bank Transfer within 14 working days from the date the result is released.
10. Do update your Bank Account in Shopee for us to be able to perform the payment!
A pictorial guide on how to request a refund is being shared through this article "When and how can I apply for a return refund?".
You can learn more about "How do I return my Shopee Mall product?".
For further assistance, kindly contact us via the channels at the bottom of the page.
