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Categories [Buyer] How can I request a return/refund?

Jun 13, 2021 • FAQ

Account Safety & Others Orders & Payments How to make a return/refund request

Selling & Billing Shipping & Delivery

 
For the Tagalog version of this article, click here (https://help.shopee.ph/s/article/Buyer-How-can-I-request-a-return-refund-
Tagalog).

You will only be able to request for return/refund if the conditions (https://help.shopee.ph/ph/s/article/What-are-the-conditions-
Returns & Refunds Shopee Mall for-requesting-return-refund-1542962768006) indicated are met and if the “Order Received” button has not been tapped.

In case the Buyer has already tapped the “Order Received” button and wants to request for return/refund, the Buyer has to
contact the seller immediately.

The return/refund process may vary depending on which seller or product type (https://help.shopee.ph/ph/s/article/What-are-
the-types-of-Sellers) you ordered from, below is the allowed timeframe for submitting Return/Refund requests:

Overseas Products Shopee Mall Product

Local Marketplace (https://help.shopee.ph/ph/s (https://help.shopee.ph/ph/s
Product Type
Products /article/What-are-Overseas- /article/What-is-Shopee-
Products-1542963021346) Mall-1542963154715)

Return Coverage

(from the date the order is 5 days 7 days

delivered) 

Note: Make sure to request for return/refund within the Shopee Guarantee period (https://help.shopee.ph/hc/en-
us/articles/115007747468-What-is-Shopee-Guarantee-How-does-it-work-) ONLY.

There are two available refund solutions on how you can request a return/refund depending on the reason you selected, click
here (https://help.shopee.ph/ph/s/article/What-are-the-conditions-for-requesting-return-refund-1542962768006) to know more.

 
 

File your return/refund via App

Step 1: Go to Me, then select the "To Ship/To Receive" button under My Purchases & tap on the order that you wish
to request for a return/refund. Tap “Return/Refund” at the bottom of the page.

Step 2: Select the products for return/refund and fill in the required fields, then tap Submit. 

Make sure to provide complete and accurate information, this will significantly help the investigation.

Note: If you experience issues in uploading the evidence needed for return/refund, you can try our basic
troubleshooting (https://help.shopee.ph/s/article/Basic-Troubleshooting-Guide-1542962770815). 

A. Reason: Select the appropriate Return/Refund reason

B. Add Photo: Take a photo of the product you received clearly showing the damaged / wrong / faulty
product (if you have received the product already)

Click here (https://help.shopee.ph/s/article/HOW-TO-PROPERLY-PROVIDE-EVIDENCE-FOR-BUYER) to

know how to upload the proper photo evidence for each return/refund reason.

C. Description: A few words to explain what is wrong with the product.

 

Step 3 For Local Marketplace & Overseas: Select the proposed solution.

Step 3 For Shopee Mall:  Select the proposed Solution and select a Shipping Option.

Step 4: Provide your active email address and tap Submit.

 
  

Step 5: For Local & Overseas products, 

The seller will have 2 days to respond to your initial request to avoid auto acceptance of the return request.
Once your return request has been approved, You’ll receive a push notification and an email to inform you
whether your request is approved or declined.

For Shopee Mall products,

During the Return & Refund, you will receive both an in-app push notification and an email about the return
instructions. 

Discuss with the seller your return/refund request

Once the seller agrees to your request, you will be refunded immediately. However, if the seller makes a counter-
offer, you’ll have 2 days to respond back. You have these three (3) response options: 
(https://help.shopee.ph/ph/s/article/Buyer-How-to-accept-offer-in-Return-Refund)

1. Accept
2. Counter
3. Dispute to Shopee

If the seller fails to respond within 2 days, your refund request will automatically be accepted.

Click here (https://help.shopee.ph/ph/s/article/Buyer-What-is-Shopee-Resolution-Centre) to know more.

Return your product to the seller

There are different options on how you can return the product back to the seller:

1. Drop Off (https://help.shopee.ph/s/article/Buyer-How-to-return-your-order-via-J-T-Express) 

2. Self-Arrange (https://help.shopee.ph/s/article/Buyer-How-to-return-your-order-via-Self-Arrange)
3. Pickup (Coming soon)

Make sure to ship out the item within 5 days. Failure to ship within 5 days will automatically result in the
cancellation of your request.

Note: Kindly keep the original packaging of the parcels you wish to return. J&T can only provide free pouches and
packaging tapes at the branch. High-value, fragile, or items delivered in a box packaging - must be brought along
with the original box packaging. Otherwise, if not packaged properly, J&T may reject your parcel.

We encourage everyone to practice and observe proper social distancing when dropping off the parcel. 

The buyer should ship the parcel and upload proof of shipment (AWB) in the app within the time periods below:

Overseas Products
Local Marketplace (https://help.shopee.ph/ph/s/articl
Product Type Shopee Mall
Products e/What-are-Overseas-Products-
1542963021346)
 Time to Ship Out the Parcel

 
5 days
(from the date the return
request is approved by the
Seller)

Once the item is successfully shipped back to the seller (Local Marketplace) or warehouse (Overseas and Mall), it
will undergo quality checking. 

For Local Marketplace, the seller has a max of 6 days (including delivery time) to respond and complete the quality
check of the item/s from the time the parcel was shipped back to the seller.

Get your refund

 

Once the request is approved by the seller, you will receive a notification about the request approval and instructions
on how to get your refund payment (https://help.shopee.ph/s/article/How-to-get-payment-for-refunds-1542963019221)
via in-app push notification or email. 

If your request is rejected, both buyer and seller can discuss and negotiate the suitable refund amount or return
option, click here (https://help.shopee.ph/ph/s/article/Buyer-What-is-Shopee-Resolution-Centre) to know how you can
discuss with the seller your refund.

For Shopee Mall (Return/Refund), once the Shopee Warehouse has received and validated the returned item, your
refund will automatically be refunded to you.

For Shopee Mall (Refund Only), if your order is paid/non-cod and you did not receive your order. Your request will
automatically be refunded.

Other Related Articles:

Return & Refund related articles (https://help.shopee.ph/s/topic/0TO6F000000QzIBWA0/returns-refunds)

Shopee’s Return and Refund Policy (https://shopee.ph/docs/3595)
[Buyer] How to return your order via Self Arrange? (https://help.shopee.ph/s/article/Buyer-How-to-return-your-order-via-
Self-Arrange)

Hot Questions For Buyer

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