• Check inventory: the seller needs to check if the ordered item is still in stock. If the product is still in stock, the seller will confirm the order and start the process of preparing the goods. If there is no more stock, the seller needs to notify Shopee and the customer about canceling the order or processing the order for the customer.

• Shopee system will process the payment and confirm the order for both the customer and the seller.

• Sellers can check new orders in the “Order Management” section in Shopee Seller Center.

• Notification of new order will contain order details: product information, quantity, customer's delivery address, order code and total order value, order processing time.

• 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”).

• Check the goods and the expected time Shopee will pick up the goods.

• Print shipping labels: The Seller selects the order to print or selects a series of orders at the same time, then click Print Voucher -> Seller selects the types of Labels to print (Shipping labels, Product list slips) and Print size.

Note: In case an error occurs while printing the shipping label, please try again in a few minutes.

Use ink-adhered printing paper, black ink color.

For shipping labels affixed to the outside of the container, a thermal printer should be used for easy application. With product information sheet inside the box. Sellers can print on plain paper to save costs.

• Organize packages for delivery: Arrange all packaged items in a designated area for easy retrieval when the courier arrives.

• Schedule a pickup or return: Depending on your agreement with the shipping provider, schedule a pickup time or have the package dropped off at their location.

• Confirmation of delivery of the package: When delivering the package to the courier, ensure that you provide them with any tracking information and receive a receipt or delivery confirmation.

• Update Shopee order status: After the packages are delivered, update the order status on Shopee to reflect that the package has been dispatched and provide tracking information if available.

• Shopee partners with several logistics companies like J&T

• Based on the seller’s and buyer’s addresses, Shopee’s system will automatically assign an appropriate logistics provider.

• The seller can choose either for the logistics provider to pick up the package or drop it off at designated collection points.

• Once the logistics provider receives the goods, the order status on Shopee is updated, enabling the buyer to track the shipment.

• 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.

- The shipping unit will contact the buyer 2-3 times to deliver the order you placed on the app or website. If you are not present at the delivery address when the staff contacts you, you can re-negotiate the delivery time with the staff accordingly, but no later than 05 days from the first contact.

- When you do not answer the phone, refuse to receive the goods or reschedule the delivery time too far, the shipping unit will return the goods to the Seller.

+If the order is picked up by the shipping unit: the package will be returned to the correct pickup address from the Seller

+If the Seller delivers the order to the post office: the package will be returned to the Post Office where the Seller delivered it. The staff in charge at the Post Office will contact the Seller to invite them to come to the Post Office to receive the goods.

- And when the order you placed is delivered to the recipient's location, the shipping person will take a photo of the buyer receiving the goods.

+ In case the package does NOT have a bill of lading sticker

- The Buyer can only check the external factors of the package such as Purchase Information and the packaging condition of the product. If the package is found to be dented, crushed or has incorrect recipient information, the Buyer should refuse to receive the goods and immediately notify Shopee or the seller.

- The Buyer can only open the package after paying the delivery staff in full.

- Shopee encourages Buyers to take clear photos/videos of the 6 sides of the package, outside and inside, before and after opening the package as evidence in case of any dispute later.

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.

Other Support Channels for Complaints

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.