Technology

Simple and Detailed Guide on How to Return Items on Shopee, Ensuring 100% Success

While Shopee has made it incredibly easy and free to return items in order to protect the rights of buyers, not everyone knows the correct way to return items and receive a full refund. Don't just settle for faulty products, instead, take a look at this detailed guide on how to return items on Shopee.

Administrator

19 February, 2024

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Online shopping has many advantages in terms of price and variety, but because you can’t see or touch the items in person, many products delivered may not meet your expectations. Let’s take a look at the simple and detailed process of returning products on Shopee!

1. Cases eligible for returns

Not all products can be returned and you also don’t have the right to return just because you suddenly decide not to buy anymore. Here are the eligible cases in which Shopee will assist with returns/refunds.

Orders delivered later than the estimated time.
Wrongly delivered items.
Products damaged or broken.
Expired products.
Products are counterfeit/fake while the shop guarantees 100% authenticity.
Customers who have paid by credit card but have not received the goods.
Customers who have not received the goods, but the system has updated the status to “successful delivery”.
Products are different from the description or the wrong model.
Missing items in the delivered package.

2. Shopee’s return policy

To enhance the shopping experience for customers on the platform, Shopee allows you to return all domestic and international products, from regular stores to Shopee Mall. The specific return process is as follows:

For Shopee Mall orders and international orders: You need to return the product to Shopee’s warehouse.
For non-Shopee Mall and international orders: You need to return the product to the seller’s address.

You can choose the “Request Return/Refund” button within 3 days after the system has updated the status to “Successful Delivery” for non-Shopee Mall orders, and within 7 days for Shopee Mall orders.

Shopee will refund the exact amount you paid for the order, whether it’s through bank transfer, Shopee Pay, or cash. The money will be credited to your “Shopee Account Balance” and you will receive the refund within 24 hours after the return process is completed.

Of course, besides ensuring consumer rights, shops that violate the rules regarding defective products will be penalized according to Shopee’s regulations.

3. Steps to return products on Shopee

To ensure a successful and convenient return process on Shopee and facilitate order tracking, you need to follow the correct sequence of steps:

Step 1: Package the returned item carefully (use cushioning materials for fragile items, arrange the items neatly as when you received them). You need to return any accompanying accessories or gifts from the shop as well.

Step 2: Print the return slip sent by Shopee via email, then stick it on the package or write the return information by hand.

Step 3: Choose one of the three proposed return methods:

Method 1: Shipping company picks up the package from your location

Free return shipping.
Choose one of the shipping companies: J&T Express, Ninja Van, SPX, or Giao Hang Nhanh.
The shipping company will only pick up the package a maximum of 3 times during 3 different time slots (morning/afternoon) within 1-2 days after you select the pickup time.

Method 2: You send the package back to the post office

Free return shipping.
Choose one of the shipping companies: J&T, Ninja Van, SPX, or Giao Hang Nhanh, or take the package to a nearby J&T, Ninja Van, SPX, or Giao Hang Nhanh post office for return.

Method 3: You arrange the return time and method

You package the order and bring it to any post office for return.
You need to pay the return shipping fee in advance.
Shopee will refund this return shipping fee according to its policy and through Shopee coins.
You can arrange the return time and method, including express delivery services like Ahamove, Grab Express, Be…
However, if the shop complains about your return and Shopee cannot track the return journey, you will not be refunded the return shipping fee.

4. Detailed steps for returning products on Shopee

Returning Shopee Mall orders on the website

Step 1: Access the website https://shopee.vn/ on your PC/laptop or mobile phone and log in to your account.

Step 2: In the upper-right corner, hover over your profile picture, then select “Orders” => scroll to the order you want to return => click “Return/Refund” => Provide necessary information and upload images/videos => Wait for a response.

Step 3: Check the displayed refund amount and submit the return request.

Step 4: Wait for Shopee’s approval and prepare the return package.

Returning Shopee Mall orders on the mobile app

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

Step 2: Select “Me” at the bottom-right corner => Select “Pending” under “Orders”.

Step 3: Scroll to find the order you want to return => tap “Request Return/Refund”.

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

Step 5: Fill in personal information, refund account details, and tap “Complete”.

Step 6: Wait for the seller’s response regarding the return request.

Note: In case the seller agrees to “Refund immediately,” you will receive the refund immediately without having to return the item to the shop. However, if the seller agrees to the “Return item for refund” request, within 3 days, you need to package the item, attach the shipping label, and send it to the post office following one of the three proposed methods by Shopee.

Returning non-Shopee Mall orders

Returning international orders

Step 1: Access the Shopee app => Select “Pending” => Scroll to find the order you want to return/refund => Tap “Request Return/Refund”.

Step 2: Fill in the required information => Select the reason for return => Provide images/videos as evidence => You can add notes about any issues encountered => Complete.

Step 3: Wait for the seller’s response (usually within 2 days).

Typically, there are three possible scenarios:

Scenario 1: If the seller agrees to your “Return/Refund” request, you will receive the refund without having to return the item within the next 14 days.
Scenario 2: Shopee may ask you to return the item for validation. If it is valid, you will receive an immediate refund; otherwise, Shopee will return the item to you. This process takes about 2-6 business days.
Scenario 3: If Shopee requests additional evidence, you need to provide it within 24 hours for the request to be approved.

Returning domestic non-Shopee Mall orders

Step 1: Access the Shopee app => Select “Pending” => Scroll to find the order you want to return/refund => Tap “Request Return/Refund”.

Step 2: Fill in the required information => Select the reason for return => Provide images/videos as evidence => You can add notes about any issues encountered => Complete.

Step 3: Wait for the seller’s response (usually within 2 days).

Typically, there are three possible scenarios:

Scenario 1: If the seller agrees to your “Return/Refund” request, you will receive the refund without having to return the item.
Scenario 2: If the seller requests a return, you need to follow the packaging and shipping steps and wait for the refund after returning the item.
Scenario 3: If the seller does not agree or makes a recommendation, you need to negotiate with the seller or ask Shopee for assistance in resolving the issue.

5. Creating a return label for Shopee

After clicking the “Request Return/Refund” button, Shopee will lead you to a page to select the reason and provide images or video clips of the received product. At this point, you need to provide sufficient evidence for Shopee’s customer care team to assess the problem and decide whether to accept your request or not.

The specific steps include: Shopee’s review => Return process => Inspection for validity => Refund.

After your return request is reviewed, Shopee will take you to a page with the return shipping label (different from the shipping label when the shop sends the item to you). You can choose to send the information via Email to receive the complete return label.

If you don’t have a printer, you can handwrite all the required information, including the recipient’s address, return shipping ID, your full name and phone number, and the product description if necessary. Then, stick it on the return package.

Frequently Asked Questions about Shopee’s return process

Is there any fee for requesting a return/refund on Shopee?

The return process on Shopee is completely free. You won’t have to pay any shipping fees to return the item to the seller and you will receive 100% of the amount you paid.

Under what circumstances would Shopee reject a return/refund request?

If the product is not defective and matches the description.
If you no longer want to buy the product.
If the product was damaged during shipping, but it was due to your mishandling.
If you selected the wrong product.
For products with value and when the shop requests, but you did not provide a video when opening the package.
For promotional or attached items.

What methods can I choose to receive the refund?

After the successful return process, the refunded amount will be returned to your “Shopee Account Balance” within 24 hours. The balance in your “Shopee Account” can be used as a payment method when making a purchase on Shopee. Additionally, the refund processing time may be longer during holidays and festivals.

Conclusion

Above is the simple and detailed guide on how to return products on Shopee, dedicated to sale hunters who have encountered situations where they received incorrect or defective items. To avoid risks, you should carefully read the product descriptions, choose the right products according to your needs, and consult with the shop if necessary. We hope that this article provides you with valuable knowledge to apply and protect your shopping rights on Shopee!