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A Seamless Guide to Easy Returns and Refunds on Shopee

Online shopping has its pitfalls, and receiving an item that doesn't match its online description or image is a common issue. This article aims to be a comprehensive guide to Shopee's return and refund policies in 2022, ensuring customers know their rights and can take action when their purchases don't live up to expectations. Learn how to navigate Shopee's processes and get the items you ordered or your money back.

Administrator

14 July, 2024

Shopping online on Shopee is no longer a strange experience for us. But do you know how to protect your rights by returning and exchanging items on Shopee if the product you receive is not as ordered?

1Shopee’s Return and Refund Policy

Shopee’s policy to protect buyers’ rights includes regulations on exchanging and returning items if the product is defective or incorrect, within three days from when the app status is updated to “order received” for non-Shopee Mall stores, and seven days for Shopee Mall stores.

Subsequently, Shopee will update the progress of the return and refund via email or in the “notifications” -> “order updates” section on the Shopee app.

For more details, visit: https://shopee.vn/docs/3111

Shopee’s return and exchange policies

2Guidelines for Returning and Exchanging Items on Shopee

Instructions for Returning and Exchanging Items on Shopee Mall

For Shopee Mall stores with the Shopee Mall logo, there is currently no exchange policy, only a return and refund service within seven days of receiving the item, for products that are defective, expired, or incorrect, among others.

How to Return and Get a Refund on Shopee Mall via Website

How to return and get a refund on Shopee Mall via website

Step 1 Access the Shopee website and log in to your account.

Step 2 Go to My Account -> Returns and Refunds -> Select the relevant order -> Click on Return and Refund Details.

Step 3 Carefully check the refund amount proposed by the seller -> If you find it reasonable, select Further Discussion -> Agree (to receive the refund immediately without returning the item)

Step 4 If you disagree with the seller’s proposed amount -> select I want to return the item (to initiate the return process and receive a full refund)

How to Exchange and Return Items on the Shopee Mobile App

How to exchange and return items on the Shopee mobile app

Step 1 After accessing the Shopee app and logging in to your account.

Step 2 Go to My Account -> Ongoing Orders.

Step 3 Select the order for which you want to request a return and refund -> click on Return and Refund.

Step 4 Choose the reason for return, add images and videos as evidence.

Step 5 Select the payment method, enter your email, and click Complete.

Waiting for the Seller’s Response to the Return and Exchange Request

Refund process and timeline

When the seller has received and agreed to the returned item, Shopee will process the refund.

The refund will be issued within 3-5 business days from the date of Shopee’s decision to refund, for cash on delivery and Shopee Pay wallet payments, the amount will be refunded to the Shopee wallet.
The refund will be issued within 7-16 business days from the date of Shopee’s decision to refund, for credit card payments, the amount will be refunded to the card.

Instructions for Returning and Exchanging Items Not from Shopee Mall

How to Return and Exchange Items from Shopee International

How to return and exchange items from Shopee International

Step 1 Go to My Account -> Ongoing Orders -> select the order you want to return/refund -> click on Request Return/Refund.

Step 2 Select the product -> choose the reason -> provide evidence (if necessary) -> add a note -> select the option -> enter your contact email -> click Complete.

Step 3 The seller will respond within two days, and there are three possible scenarios:

Scenario 1: You will receive the refund immediately without having to return the item within the next 1-14 days.
Scenario 2: You need to return the item, and Shopee will review the validity of the request. If it is valid, you will receive the refund immediately, and if not, Shopee will send the item back to you. This process will take approximately 2-6 business days.
Scenario 3: You need to provide additional evidence to Shopee within 24 hours for them to review your request.

How to Return and Get a Refund for Items Not from Shopee Mall and International

How to return and get a refund for items not from Shopee Mall and international

Step 1 Go to My Account -> Ongoing Orders -> select the order you want to return/refund -> Click on Request Return/Refund.

Step 2 Select the product -> choose the reason -> provide evidence (if necessary) -> add a note -> select the option -> enter your contact email -> click Complete.

Step 3 Within the next two days, you will receive a response from the seller or Shopee. The following three scenarios may occur.

Scenario 1: If the seller agrees to your return/refund request, you will be refunded according to your original payment method.
Scenario 2: If the seller requests that you send the item back, you need to proceed with the packing, returning, and confirming the return process, and then send the item back to the seller.
Scenario 3: If the seller sends a different proposal, you can negotiate with the seller to resolve the issue as soon as possible.

3Step-by-Step Guide to Returning and Exchanging Items on Shopee

How to Request a Return on the Website

Step 1 Log in to your account -> Go to “Orders” -> select “Ongoing Orders”. Or access directly via this link: https://shopee.vn/user/purchase?type=8

Step 2 If your order has the “Request Return/Refund” button, it means that the order is still within the return period or you have not clicked the “Order Received” button.

Step 3 Click on “Request Return/Refund”, a new interface will appear for you to “Select the reason for the return”. You need to provide at least one image containing the order’s tracking code. If you do not do this, Shopee will not be responsible. It is best to take a picture every time you open a package.

Step-by-step guide to returning and exchanging items on Shopee

How to Request a Return on the App

Step 1 Go to “My Account” in the bottom right corner of the screen, then go to “Ongoing Orders.”

Step 2 Select the “order” for which you want to request a return/refund.

Step 3 Click on “Return/Refund”

Step 4 Choose the “Reason for return, add images showing the product’s defect, and explain why you want to return the item”

Step 5 Select the “Payment method: There are two options: Immediate Refund or Return and Refund, update your email to receive order notifications”, and finally, click “Complete.”

Waiting for the Seller’s Response

From here, you will wait for the seller’s response. If the seller disputes your refund request, Shopee will make the final decision.

Seller Agrees to Immediate Refund

You will not need to return the item

Seller Agrees to Return and Refund

You must complete the packing + returning + confirming the return process to the seller within six days of submitting the return request.

Packing

You will need to pack the item according to Shopee’s instructions: https://banhang.shopee.vn/edu/article/239/Huong-dan-dong-goi-hang-chuan-Shopee

Returning the Item

You will be exempted from return shipping fees if you choose to return the item via J&T, and their staff will come to pick up the item from you.

If you choose to return the item at a post office, you will take the package to any delivery service provider such as GHN, GHTK, J&T, ViettelPost,…

Note: You must fill in and provide complete shipping information as shown in the image below so that Shopee can process the refund according to the Return Shipping Support Policy.

Refund process and timeline of Shopee

Refund Process and Timeline

When the seller has received and agreed to the returned item, Shopee will process the refund.

Frequently asked questions

Log into your Shopee account and go to ‘My Orders’. Find the order you wish to return and click ‘Return/Refund’. Select the item(s) you want to return and specify the reason for the return. You can then choose to ship the item back or opt for a direct refund.

Returns and refunds are accepted if the received item is significantly different from the listing, or if the item is damaged or faulty. You can also return items if you receive the wrong product or quantity. Ensure you initiate the return/refund process within the specified time frame, which is usually within 3-7 days of receiving the item.

Yes, Shopee allows returns and refunds even if you change your mind about a purchase. However, you may need to bear the shipping costs for returning the item, and the item must be in its original condition with all packaging and tags intact.

If the seller rejects your return/refund request, you can escalate the issue to Shopee for assistance. They will review the case and help facilitate a resolution. It’s important to provide clear and valid reasons for your return/refund request to increase the chances of a smooth process.

The refund process usually takes about 7-14 days, depending on your original payment method. If you paid via credit card, the refund may take slightly longer to appear on your statement. You can track the status of your refund in the ‘My Wallet’ section of your Shopee account.