Shopee MY Help Center
Shopee Policies
Hi, how can we help?
Treat Customer Fairly Charter
At ShopeePay, we are committed to building long-term and mutually beneficial relationships with our customers. This Charter sets out our commitment to provide the highest standards of fairness in all our dealings with our customers:
1. To integrate fair dealing into our Company’s corporate culture and core values
i. We will set minimum standards on fair business practices in all dealings with our customers;
ii. We commit to preserve the confidentiality of our customers’ information;
iii. We will train all staff attending to customers to provide quality advice that meet our customers’ needs; and
iv. We will seek to incorporate our customers’ feedback whenever possible.
v. We will ensure our customers’ data and privacy are safeguarded
2. To ensure that customers are provided with fair terms
i. We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers;
ii. We will ensure that terms and conditions are, as far as possible, set out in plain language; and
iii. We will ensure to notify our customers of any changes to our terms and conditions.
3. To ensure that customers are provided with clear, relevant and timely information on financial services and products
i. We will provide customers with relevant and timely information in a product disclosure sheet; and
ii. We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner; and
iii. We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims.
4. To ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner
i. We will have in place a well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints;
ii. We will ensure that our staff, representatives, systems and agents are properly trained to handle and resolve complaints in an effective and timely manner; and
iii. We will monitor and evaluate the complaints received and take adequate measures to rectify issues identified.
5. We commit to ensure that vulnerable consumers are treated fairly and equitably
i. We will ensure that we assess the needs of vulnerable consumers in our customer base and target market and implement appropriate policies to meet these needs;
ii. We will ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately to the needs of vulnerable customers; and
iii. We will have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment.
1. To integrate fair dealing into our Company’s corporate culture and core values
i. We will set minimum standards on fair business practices in all dealings with our customers;
ii. We commit to preserve the confidentiality of our customers’ information;
iii. We will train all staff attending to customers to provide quality advice that meet our customers’ needs; and
iv. We will seek to incorporate our customers’ feedback whenever possible.
v. We will ensure our customers’ data and privacy are safeguarded
2. To ensure that customers are provided with fair terms
i. We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers;
ii. We will ensure that terms and conditions are, as far as possible, set out in plain language; and
iii. We will ensure to notify our customers of any changes to our terms and conditions.
3. To ensure that customers are provided with clear, relevant and timely information on financial services and products
i. We will provide customers with relevant and timely information in a product disclosure sheet; and
ii. We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner; and
iii. We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims.
4. To ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner
i. We will have in place a well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints;
ii. We will ensure that our staff, representatives, systems and agents are properly trained to handle and resolve complaints in an effective and timely manner; and
iii. We will monitor and evaluate the complaints received and take adequate measures to rectify issues identified.
5. We commit to ensure that vulnerable consumers are treated fairly and equitably
i. We will ensure that we assess the needs of vulnerable consumers in our customer base and target market and implement appropriate policies to meet these needs;
ii. We will ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately to the needs of vulnerable customers; and
iii. We will have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment.
Was this article helpful?
Yes
No
Do You Have Any Other Questions?
Have a chat with us
Shopee: 24Hours, Shopeefood: 7am-10pm
Give us a call
Shopee: 8am-7pm
