• 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”).

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

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.

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.

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.