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Shopee is a leading e-commerce platform in Southeast Asia and Taiwan.

It was launched in 2015 by Sea Group.

The platform provides diverse products, fast delivery, and secure payment methods.

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Customers make order via: Shopee application (on Android or iOS phone) Official website

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a) Send order information to the shopee system

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a) Send order information to the shopee system

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Immediately after the customer ordered, the Shopee System received the application:

Send data to the OMS system (Order Management System) of Shopee.

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At the same time, send the application to Shopee Seller Center for the seller to prepare the application

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Shopee system automatically compares and tests:

The display of the seller (the product is still good)

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Actual price and current incentives (vouchers, flash sale, discount codes ...)

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The validity of the product in the single

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The system sends the order confirmation notice to the customer through App

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a. Check the delivery address and contact phone number.

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a. Check the delivery address and contact phone number.

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b. Confirm the payment method (e.g., COD, credit card, e-wallet).

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b. Confirm the payment method (e.g., COD, credit card, e-wallet).

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c. Confirm the shipping method (express delivery, economy delivery, etc.).

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c. Confirm the shipping method (express delivery, economy delivery, etc.).

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The system confirms the payment.

The order status changes to "Preparing for shipment."

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The system shows an error message.

The customer is prompted to update or choose another payment method.

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1. Seller receives order for fulfillment

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1. Seller receives order for fulfillment

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After the buyer places an order, the Shopee system sends a notification of the order to the seller.

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The seller accesses the "To Ship" section, checks the order information, selects the order to be processed, and clicks on "Prepare Order."

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The staff picks the correct product from the warehouse according to the confirmed order code.

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Check the external condition of the product and package it according to Shopee's standard guidelines.

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The shipping label is printed, attached to the package, and securely sealed to ensure safety.

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The seller updates the order status to "Ready to Ship" to wait for the logistics provider to pick up the package.

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The system automatically sends data to Shopee Xpress, Giao Hàng Nhanh, Giao Hàng Tiết Kiệm, J&T Express, etc.

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The courier of the shipping company will come to the seller's address to pick up the package as scheduled

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The seller will personally bring the packaged goods and affix the shipping label to the designated drop-off point (post office) of the chosen shipping company

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c. Update on delivery progress "In Transit"

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c. Update on delivery progress "In Transit"

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Packages are transported to a sorting center or transit warehouse to classify by region. Each package is assigned a unique tracking number.

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Customers can monitor the delivery status via the website or app, with updates such as "In Transit" or "Arrived at Post Office" clearly displayed

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Items are delivered directly to the customer’s provided address.

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Shipper captures a photo as delivery confirmation.

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Order status is updated to “Delivered” in the system.

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Reason is recorded in the system (e.g., customer not home, wrong address…).

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Buyers submit a return/refund request via Shopee’s website/app.

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The seller has time to respond and negotiate

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Shopee intervenes if the two parties cannot agree.

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Shopee resolves the issue based on its policies.

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Returned items are updated automatically in inventory.

Note: Shopee encourages both parties to negotiate before requesting intervention.

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Customers leave star ratings and feedback after purchase.

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Sellers can respond, thank, clarify, or report reviews.

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Helps businesses identify strengths, fix issues, and attract buyers.

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Quick, professional replies show customer care and commitment.