Hi, how can we help?

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You can use the steps below to check if your case has been approved:

Step 1: Go to the Shopee app

Step 2: Click on the Me tab

Step 3: Click on My Purchases

Order Status:

• Request Pending - This means the seller has yet to respond to your request and you can click into the order to see the last date the seller must respond. If they do not respond by then your refund will be auto accepted. 

• Dispute Pending - This means the seller has disputed your claim and will need you to respond to the case with additional evidence. If you do not provide the relevant evidence, your case may be rejected by our dispute team. 

• Refund Completed - The case has been resolved and refund is being initiated back to you. 

• Refund Cancelled - This means you have lost the dispute and refund will not be issued to your account.

Any order that is categorised in the Cancelled tab also means that the refund has been released back to you. Do check if you received the refund via the payment method you used when making the purchase.

⚠️ Note:

The refund amount into your ShopeePay will only be reflected if you have activated ShopeePay 3 days before the cancellation request has been approved. Otherwise, the refund amount will be transferred into your bank account. Please refer to our Help Center article - Under what circumstances refund will go to Shopee bank account or ShopeePay bank account? to understand your issue better. 

Find out more on when and how you can apply for a Return/Refund?