Shopee encourages both the buyer and seller to communicate with each other if they have a problem with a transaction. Through open communication, many disputes can be resolved amicably. However, if a mutual agreement cannot be reached, users can seek assistance from Shopee.
Sellers will have 2 opportunities to raise a dispute to Shopee:
- When buyer initiates a Return/Refund request, sellers will be given the opportunity to dispute the request before the default response deadline (3 days after return requested)
- If a seller were to accept the return but does not receive the return item(s) in its expected condition, the seller will be given an opportunity to raise a dispute before the default refund deadline (5 days after buyer shipped the item(s) to be returned)
Sellers may raise a dispute under the following circumstances:
- If the buyer’s return/refund request is unreasonable or different from what was previously agreed
- If the seller did not receive the item(s) to be returned and the default refund deadline is approaching