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Shopee is a leading e-commerce platform in Southeast Asia, launched in 2015 in Singapore by Sea Group. It operates as a marketplace, earning revenue from commissions, ads, transaction fees, and logistics services.

The mobile-friendly app features Shopee Mall, ShopeePay, Shopee Live, and major campaigns like 9.9, 11.11, 12.12. It attracts users with free shipping, vouchers, flash sales, gamification (Shopee Farm, Shake), and AI-powered personalization.

In Vietnam, Shopee is popular among Gen Z and young users thanks to strong logistics, livestreams, seller chats, and community interaction.

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Firstly, Customer selects a product, adds it to the cart and makes payment on the Shopee app such as using Cash on Delivery (COD), bank transfer, credit card, ShopeePay, SPayLater and so on. After that, Shopee system will process the payment and confirm the order for both the customer and the seller.

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Step 2: Seller receives notification and confirm new order

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Step 2: Seller receives notification and confirm new order

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When a customer places an order, the seller receives a notification via the Shopee app. The "Pending" section shows order statuses like waiting for confirmation, pickup, canceled, returned, refunded, or delivered.

To ensure stock and timely delivery, sellers must confirm orders in the "Order Management" section of the Seller Center.

Failure to confirm on time may lead to automatic cancellation and a poor customer experience. Sellers must check inventory and delivery ability.

Order details (product, quantity, address, code, value, processing time) are included in the notification. If the seller can't fulfill the order, it can be canceled based on processing time and capacity.

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After confirming the order, the seller checks the product quality and packaging then proceeds to pack the order. Items must be packed securely:

Choose the Right Packaging Materials: Choose boxes, bubble wrap, packing peanuts or other materials appropriate to the size and fragility of the item being shipped.

Prepare items for packing: Make sure all items are clean and free of any debris. If necessary, disassemble larger items to make them easier to fit into the box.

Wrap fragile items: Use bubble wrap or foam padding to individually wrap fragile items. Secure them with tape to avoid shifting during transportation.

Fill the gaps: Place packing peanuts or crumpled paper in the box to fill the gaps, preventing the item from shifting during transport.

Seal the package: Close the box securely with strong tape, making sure all seams are sealed to prevent them from opening during shipping.

Package Labeling: Clearly label each package with the delivery address and any necessary handling instructions (e.g., “Fragile,” “This side”).

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Step 4: The seller confirms readiness for delivery and prints the shipping code

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Step 4: The seller confirms readiness for delivery and prints the shipping code

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The seller selects orders to confirm in bulk and clicks "Confirm," then checks the goods and Shopee’s expected pickup time. To print labels, select one or multiple orders, click "Print Voucher," choose the label type (shipping label or product list) and print size. If a printing error occurs, try again later. Use black ink with adhesive paper for outer labels (thermal printer recommended) and plain paper for product slips inside the package.

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Organize packed items in one place for courier pickup. Schedule pickup or drop-off as agreed with the shipping provider. When handing over the package, provide tracking info and get delivery confirmation. Then update the Shopee order status and add tracking details if available.

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Shopee offers a detailed order tracking feature for both sellers and buyers. Each stage of the shipping process has a specific status:

1. Order confirmed

2. Order packed

3. The logistics provider has received the package

4. In transit

5. Arrived at the destination hub near the buyer

6. Out for delivery.

7. Successfully delivered

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In Shopee’s delivery process, the shipping unit delivers the product to the buyer’s address and will attempt to contact the buyer 2–3 times. If the buyer is unavailable, they can reschedule the delivery within 5 days from the first contact. If the buyer does not answer, refuses the order, or delays the delivery too long, the package will be returned to the seller.

If the order was picked up by the shipping unit, it will be returned to the seller’s pickup address. If the seller delivered the order to the post office, it will be returned there, and the post office staff will contact the seller to collect it.

Upon delivery, the courier will take a photo of the buyer receiving the goods as proof of delivery.

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There are two different cases of taking photos of the delivered goods

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There are two different cases of taking photos of the delivered goods

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In case the package HAS a bill of lading sticker: The photo must clearly show the recipient and the sticker with address details.

In case the package does NOT have a bill of lading sticker: The photo must still show the recipient and package clearly to be valid.

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In case the buyer's order is not eligible for co-inspection according to regulations

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In case the buyer's order is not eligible for co-inspection according to regulations

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The buyer may only inspect external package details, such as purchase info and packaging condition. If the package is damaged or has incorrect recipient info, they should refuse it and notify Shopee or the seller. The package can only be opened after full payment. Shopee recommends taking clear photos/videos of all sides before and after opening as evidence for any disputes.

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1. Filing a complaint

Users can submit a complaint directly on the Shopee app through the "Return/Refund" feature. This process is used when the buyer finds that the product does not match the description, is damaged, or if they did not receive the item.

Time to submit a request: Buyers have a specific period (usually 7 days after receiving the product) to file a complaint.

Reasons for complaint: Users must select a reason for the complaint from the available options, such as "Product not as described," "Product damaged," "Did not receive item," etc.

2. Submitting evidence for the complaint

Buyers need to provide relevant evidence to support their complaint

Photos or videos: Clear images or videos of the product or packaging to demonstrate the actual condition.

Delivery receipt: In case the product was not delivered or there was a delivery issue.

3. Negotiation with the seller

Once the complaint is submitted, Shopee will notify the seller and request a response within a specific time frame (usually 3 business days). The buyer and seller can communicate directly through Shopee’s messaging system to resolve the issue.

If the seller agrees with the complaint: Shopee will process the return or refund request.

If the seller disagrees: Shopee will continue reviewing the evidence provided by both parties.

4. Shopee's Intervention (Shopee Guarantee)

If both parties cannot reach an agreement, Shopee may intervene as a mediator to resolve the issue. Shopee will evaluate the evidence from both the buyer and the seller.

Shopee’s decision: Shopee may decide to refund the buyer, request the return of the product, or reject the complaint if there is insufficient evidence.

5. Refund or return of goods

Refund: Shopee will refund the buyer through ShopeePay or the original payment method (such as credit card or ATM).

Returning goods: If a return is approved, Shopee will provide instructions on how to send the item back to the seller. Return shipping fees may be supported depending on the reason for the complaint.

6. Processing time

The time to process a complaint may vary depending on the complexity of the issue and the seller’s response. Shopee aims to resolve complaints within 7-10 business days. In addition to the direct complaint system via the app, Shopee also provides other support channels such as:

Customer service hotline: Users can call Shopee’s hotline for direct assistance.

Help Center: A place that provides detailed information about the complaint resolution process and how to address other issues.

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1. Fast delivery time

Shopee Express usually promises delivery time of 1-3 days depending on geographical distance and area. They have services such as "Shopee Express Same Day" for same-day delivery in certain areas.

2. Convenient services

Buyers can track orders directly through the Shopee app. The automatic notification system helps buyers know the status of their orders, from packaging to delivery.

3. Scope of operation

Shopee Express mainly operates in major cities and densely populated areas where there is a high demand for online shopping. In more remote areas, Shopee may cooperate with other forwarding operations.

4. Delivery cost

Delivery fees are often adjusted based on distance and product type. Shopee also often offers free shipping deals or code discounts when customers shop on the platform.

5 .Cargo insurance

Shipping units via Shopee Express are often guaranteed with a cargo insurance policy, helping to protect buyers in case of damage or loss of goods.