Hi, how can we help?

Reverse payment refers to payment that is required when an initially cancelled/lost order ends up being delivered successfully to the buyer. As no payment was made initially when the order was cancelled by the system, the buyer will need to make payment now since they’ve received the order.

You’ll need to make reverse payments during the following 3 scenarios:

1. The order was cancelled as the logistics provider failed to pick it up for delivery, but the seller proceeded to deliver it to you successfully on their own.
2. The order was cancelled as the system failed to update that the order had been picked up by the logistics provider. In reality, the order was successfully picked up and then delivered to you.
3. The order was cancelled as it was declared to be lost after it was picked up by the logistics provider. However, the order ends up being delivered to you successfully.

If a seller has reached out to you for reverse payment or you’d like to make a reverse payment, kindly reach out to our customer support via Chat,

To reach out to our Live Agent , you can go to the Me tab > Chat with Shopee