How to Return Shopee Goods 100% Successfully – If you are looking for a way to return shopee items that don't match your order, here is the process for returning goods at shopee, see the details below.

Do you know how to return your order from shopee? Of course, you can do this if you feel that the item you bought from Shopee doesn't match the product description. Of course, there are conditions that apply to requests for the return of these items.

You can only request a return if the product is defective or damaged, the product is wrong in size, color or the product is different from the description and there is an agreement between the seller and the buyer. If none of the elements are met, you cannot request return of goods.

Overview of the Shopee Application

Before going straight to the tutorial on returning goods at Shopee, if you are a beginner, you may not be familiar with Shopee. Shopee is one of the largest e-commerce companies based in Singapore with offices in Indonesia.

Overview of the Shopee Application

In Indonesia, Shopee is not only an e-commerce, but Shopee is also known for excellence in online sales or online purchases that other e-commerce companies don't have. If you don't have the shopee app, please check the previous article about How to Create a Complete Shop on Shopee for Beginners

The most important feature is the free shipping feature or often referred to as free shipping. With the terms and conditions that have been provided by shopee. Of course this can make it easier for you when shopping at the shopee.

Shopee features are also complete, lots of discounts or price cuts, and many other interesting promos that you can get. You can even use a product return feature or service if the product is not suitable.

Returning goods at shopee is very easy, you only need to follow the steps that we will provide below.

Refund and Item Policy

Of course you are a user shop app no? For example, when you shop through Shopee, the product you receive doesn't match the product photo you see when placing an order.

There is a possibility that the product was damaged during shipping. To solve this, you can request a refund. However, there is a policy for doing so, here are the details:

Request for Return of Goods or Funds

Subject to the provisions of this refund and merchandise policy and terms of service, the buyer may request a return of the purchased item (“Goods”) or a refund prior to the expiration of the Shopee warranty period as specified in the purchase terms.

Shopee Guarantee is a service provided by Shopee at the request of users to assist users in dealing with certain conflicts that may arise during transactions.

Users can communicate with each other privately to resolve their differences or contact local authorities to assist them in resolving disputes that arise before, during or after using the Shopee warranty.

Buyers can only request a return of goods or a refund in the following situations:

  1. The goods have not been received by the buyer.
  2. The item is defective and or damaged when received.
  3. The seller has delivered goods to the buyer that do not meet the agreed specifications (e.g. wrong size, color, etc.)
  4. The goods delivered to the buyer are very different from the description given by the seller in the list of goods or through a personal agreement with the seller, the seller must send confirmation of the agreement to Shopee.

Buyer Requests Are Submitted Through The Site

Shopee will review each buyer's request on a case-by-case basis and will, in its sole discretion, determine whether the buyer's application is successful or not.

If the buyer has taken legal action against the seller, the buyer can provide official notice to Shopee from the relevant authorities and request that Shopee continue to withhold the purchase money pending an official decision. Shopee will determine, in its sole discretion, whether it is necessary to continue withholding purchase funds.

Don't Change Your Mind

Except as provided in this refund and item policy, a buyer may not request a return of an item or refund through Shopee guarantee due to a change of mind.

Seller Rights

If Shopee receives a request for a return of goods or a refund from a buyer, Shopee will conduct a review and investigation at the request of the buyer before notifying the seller in writing.

Except in the case where the buyer's request requires further confirmation or further verification involving the seller, Shopee will review each seller's response on a case by case basis and determine, in its sole discretion, whether the buyer's request is valid given the situation presented by the seller successfully or not.

In some cases where the seller objects to a decision made by Shopee, the seller may respond to the buyer's request in written notification according to the steps provided by Shopee. Seller must respond within the timeframe specified in the written notification (“Specified Deadline”).

If Shopee does not receive a response from the seller within the stipulated timeframe, Shopee will assume that the seller has no further response to the buyer's request and will continue to make decisions on the buyer's request without further notification to the seller.

Return Terms

To enjoy hassle-free returns, the buyer must ensure that the item, including any freebies or carry-on items such as accessories provided by the seller with the item ordered, is returned to the seller in the condition received by the buyer at the time of delivery it will be returned. The shopee party will instruct the buyer to take photos of the item after it is received.

General Provisions for Return of Goods at Shopee

How do I return an item I received at Shopee? Maybe you often wonder what to do when you receive a package that doesn't meet your expectations, right? But before that, it would be nice to know the terms and conditions listed on the Shopee marketplace first.

  1. You can request a return if the item reaches you, the product is defective, damaged or wrong
  2. Requests for return of merchandise must be approved by the respective seller
  3. The seller may refuse to return the item due to a “change of mind”.
  4. The seller and you have made an agreement beforehand, if the product received is not suitable, you can request a return
  5. You must have proof in the form of a product photo when you receive it
  6. You have not completed the transaction process. To find out, you can see the status of the order. If
  7. You haven't clicked the order accepted, you can still request a product return
  8. Items returned do not exceed the Shopee warranty period
  9. Money will be returned to you when the seller has received the item you returned
  10. The amount credited to your account will be listed as your ShopeePay balance or credit card balance.
  11. The amount will be adjusted to the payment method you choose during the product ordering process.

Shipping Cost Responsibility

In the event of an unexpected error on the part of the seller (i.e. the product is damaged, defective or incorrectly sent to the buyer), the seller or buyer will bear the shipping costs for returning the goods according to the agreement between the seller and the buyer.

Shipping Cost Responsibility

In a scenario where the seller and the buyer are in dispute as to who is responsible for the shipping costs of a returned item, Shopee will, in its sole discretion, determine which party is responsible for the shipping costs of the returned item.

There are several provisions regarding postage (shipping costs) when returning goods, namely:

For Local or Domestic Orders (non-Shopee Mall)

Shopee bears the shipping costs for returning goods if the user uses a shipping service with the following size limitations.

  1. J&T Express
    Size: Length 50cm x Width 50cm x Height 50cm
    Weight: 50kg
  2. Alfatrex
    Dimensions: Length 100cm x Width 100cm x Height 100cm
    Weight: 20kg

If the user uses another delivery service, make sure to use a delivery service with traceable delivery.

After that, upload shipping information (e.g. receipt number, shipping document or receipt) using the “Enter Shipping Information” button on the return details page in the Shopee app.

For Shopee Mall Orders

Shopee will pay shipping costs for returning products purchased from Shopee Mall sellers, excluding international orders.

For International or Overseas Orders

Shopee does not cover shipping costs for product returns overseas. A local address will be provided to the user to ship the order to be returned. It should be noted that it is forbidden to send parcels that are directly returned to foreign addresses.

However, the above conditions do not apply if the user has selected the "Order accepted" option. Requests to return goods received from Shopee cannot be made because the Shopee warranty is no longer valid.

However, if the user encounters a problem with the order after confirming receipt, the user can follow the steps below.

Contact the seller directly through the Shopee Chat feature to discuss how to solve the problem. Contact “Shopee Customer Service” in the app for further assistance if the seller doesn't respond after 2 days.


The buyer's money will be refunded only after Shopee receives confirmation from the seller that the seller has received the returned item. If Shopee does not receive news from the seller within the stipulated time.

Shopee is free to refund the relevant amount to the buyer without further notification to the seller. Refunds will be made to the buyer's credit card or ShopeePay account as needed.

Buyer and Seller Communication

Notwithstanding the provisions of Article 4 above, Shopee encourages users to communicate with each other if there is a problem with a transaction before submitting a request for a refund or goods to Shopee.

Since Shopee is simply a platform where users trade, buyers must first contact sellers directly via the Shopee website or app for any issues related to the purchased item before submitting a refund or item request to Shopee.

Safe Return of Goods at Shopee

Shopee users can request a return if the item received does not match the order. Returning goods to Shopee is easy as long as the order is within the Shopee warranty period and the “order accepted” option has not been pressed.

Shopee Guarantee is a feature when payment to the seller is temporarily withheld by Shopee during the warranty period. Money is passed on to the seller when the order is received and arrives at the place of delivery.

The time period is calculated based on the day of delivery and the estimated delivery time from the date of confirmation of payment.

Delivery days are the number of days it takes sellers to prepare shipments, while estimated delivery times are the average delivery time required by logistics partners.

In this article, you will learn more about how to quickly return goods at Shopee, from the conditions to the submission and process, and also the following information. how to download videos on shopee, see more details by clicking on the link that we have provided.

Terms and Conditions for Return of Goods at Shopee

Shopee users who wish to request a return of goods will be asked for proof by Shopee. The conditions for returning goods at Shopee are as follows.

All Stores Except Shopee Mall

  1. Funds are held at Shopee when the buyer submits a claim to receive the item in a different condition. For example, the wrong item sent, not functioning properly or damaged, not original/authentic, item different from the photo or description in the store's ethalase.
  2. Buyers must provide clear photographic or video evidence showing the reason for the return. Issues are tracked if the seller disagrees or refuses and Shopee provides assistance.
  3. The Shopee team collects the required evidence from buyers, including photos or videos showing defects or damage to the goods and photos of the goods packaging with the receipt attached to the packaging.

Shopee Mall

  1. Funds will be held at Shopee if the buyer returns the item due to receiving the item in a different condition.
  2. Buyers can return goods up to 5 days after submission approval.
  3. The Shopee team will first check the goods 3-5 working days after the goods are returned to the Shopee warehouse.
  4. Buyers must provide clear photographic or video evidence showing the reason for the return.

If the seller agrees to return the goods but does not accept the returned goods, the buyer must prepare the following documents.

  1. Proof of official delivery, for example a valid receipt number.
  2. Package photo with shipping information such as courier, receipt number, buyer and seller name, contact number, and delivery address.

The process of returning goods at Shopee

This is a safe and easy way to return items on Shopee that don't match your order. The way to return goods that don't fit Shopee is as follows.

The process of returning goods at Shopee

Open the Shopee App

Open the Shopee application installed on the cellphone, then select the "Me" menu to open the purchase history profile and the process of sending ordered goods.

Select the menu "Sent."

Next on the profile page, select the Sent menu.

Select the Items to be Returned

Click the "Order Details" option then select the "Propose a Return" menu for the product to be returned. Then select a reason for the return to obtain a return authorization. Here are some reasons for returning goods to choose from.

  1. Not receiving orders.
  2. The product received is incomplete. For example, there is a missing or missing part of a product.
  3. Wrong product received. For example wrong size or color, different products.
  4. You have received a product with physical damage. For example, the product is dented, scratched or cracked.
  5. Received a damaged product. For example, the product is not working properly.
    Do not accept non-original products.

Submit Evidence and Explanation

Describe the item to be returned, after selecting the reason for returning the item, provide evidence and a description of the item to be returned. Then select the appropriate solution in the "Choose a solution" option then click "Submit".

Doing Goods Returns

The results of the user's query are notified via the Shopee application notification and email. Once approved, the user will be asked to return the shopee item according to the goods delivery procedure listed in the Shopee application.

Meanwhile, how do I request a return of an item from Shopee that has already been completed? According to Shopee's help page, a return request can only be made if the user has not selected "Order Received" on the "Order Details" page.

This is because the Shopee guarantee on orders will be terminated and payment will be released to the seller once the user has done so.

Therefore, it is important to ensure that the user has received the order in good condition before selecting "order received".

Returning COD Shopee Items

Shopee has a variety of payment and delivery methods to make it easier for users to shop, including cash on delivery or cash on delivery.

Shopee Cash on Delivery or pay at the location allows the buyer to make payments when the goods sent by the courier have been received by the buyer. Shopping at Shopee COD is very convenient, so many users use this payment method.

Is it possible to request a return of goods from Shopee received with COD Shopee? As with other methods, if the item received does not match the order, the buyer can make a return.

The return procedure by cash on delivery is in accordance with the return procedure mentioned above. The buyer can request a return of the item and the seller will receive a notification.

Returning COD Shopee Items

After that, the buyer can confirm to the seller that the item purchased will be replaced with another item, or choose to refund the money to the buyer.

Note that returning goods to Shopee using the COD system can also only be made before the buyer selects the "Order accepted" option.


Here are the frequently asked questions, which we will provide the details below:

How Long Does Shopee Refund Take?

Buyers can return products up to 5 (five) days after the application is approved. The Shopee team will first check the product for 3-5 working days after the product is returned to the Shopee warehouse.

What if a Shopee seller refuses to return an item?

If the seller rejects the return request and raises an issue with Shopee, the Shopee team will process it by asking the seller to provide the following supporting documents:

  1. Chat history with buyers.
    Evidence that the seller is trying to resolve the issue with the buyer.
  2. Valid proof of delivery
    Proof of postage and tracking number, if any.
  3. Photo or package information sent
    This includes shipping service information, tracking numbers, seller and buyer names, contact numbers, shipping addresses, and postmarks.

If the proof of delivery provided is valid, the buyer's refund request will be rejected. On the other hand, if the seller is unable to provide proof, Shopee will refund the buyer in full.

How many days for a return at Shopee?

The total time needed by the Shopee team to make a decision on returning goods and funds is 3 days to: Collect the supporting data needed to strengthen the buyer's application. Check and contact the seller.


Have you understood the information we provided above? that's the article that we can provide, I hope you can use the discussion above when your order is not what you want, hopefully the return process can run easily, don't forget to read the latest information on our site, that's all and thank you.

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