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When receiving damaged packages, the buyers can help to identify if:

1. The external packaging of the parcel is visibly damaged

1. Ask the courier if they could wait for you to check the condition of the products.
2. If the courier agrees, check the product and reject the package if it’s damaged.
3. You’ll need to take a picture of the parcel for claiming purposes later.

💡 Tip: When you request a refund, select the reason of ‘Did not receive the order’ as you’ve rejected the parcel.

2. Product is damaged after the courier has left

1. Report the case within 24 hours after you’ve received it and Shopee will hold the payment until the case is solved.
2. When you request for a refund, select the reason of ‘Received a product with physical damage’ and provide pictures of external packaging and the actual damaged item as supporting evidence.
3. Upon submitting your return/refund Request, contact the seller via Shopee chat and share the pictures of the damaged external packaging and product.

💡 Tip: If the seller agrees to refund, we’ll refund the amount to the buyer. If the seller rejects the refund, our Dispute Team will contact you for evidence. Please ensure that you’ve taken photos and videos of the damaged packaging and product(s).

⚠️ Important note: Please don’t click ‘Order Received’ until you’ve checked all products in the package and you’re satisfied with the condition of the products. For further assistance, contact us via the channels at the bottom of the page.

Below are sub-reason codes that you may raise based on the damaged conditions of the item received:

1) Shattered/broken products - Shattered/broken products when the product received is broken into pieces due to impact. Examples of products are glass or ceramics.

Evidence requirement:

• Photo(s) of the parcel, the product, and its internal and external packaging

• Photo(s) of the product showing the damaged condition

2) Spilled liquid/contents - When the products received have spilled or leaked out leading to a loss of the product and potential damage to surrounding items. This could be due to improper packaging or sealing, or mishandling during transportation or storage.

Evidence requirement:

• Photo(s) of the parcel, the product, and its internal and external packaging

• Photo(s) of the product showing the spilled liquid/contents 

3) Scratch/dents - When the surface of the item has been marked or damaged by a sharp object, leading to visible lines or spots. The damage can affect the product's appearance and potentially its functionality. 

Evidence requirement:

• Photo(s) of the parcel, the product, and its internal and external packaging

• Photo(s) of the product showing the scratch/dents

4) Outer packaging damaged - The product received have damaged on the outer packaging or on the external layer/container designed to protect and contain the product is compromised. The factors could be due to transportation, handling, or storage.

Evidence requirement:

• Photo(s) and/or video(s) of the product showing physical damage (e.g. cracks, defects) 

• Photo(s) and/or video(s) showing the condition of the internal and external packaging of the parcel

5) Other packaging damaged - When the item received has external packaging damaged on the item. There is a high possibility for parcel mishandling by the couriers or improper packaging/sealing.

Evidence requirement:

• Photo(s) and/or video(s) of the product showing physical damage (e.g. cracks, defects) 

• Photo(s) and/or video(s) showing the condition of the internal and external packaging of the parcel
  
  

Example of evidence:

💡 Guidelines for Evidence:

• File size: 10 MB/photo, 30 MB/video (up to 1 min)

• Clear, quality evidence (close-ups for defects)

• Video evidence is recommended for faulty product returns

• Include negotiation history with a seller, if applicable