If you receive a parcel that you did not order, it may be a case of order brushing and here’s what you should do immediately:
- Check the My Purchases page (Select Me > Select My Purchases) to confirm that the order is not made on your Shopee account, and that the seller didn’t send you the wrong item.
- If it is made on your Shopee account without your knowledge, your account may have been compromised. Change your Shopee account password immediately and contact Shopee Customer Service for further support.
- Check if your family members/friends have sent it as a gift, or ordered the item on your behalf.
- If none of the above applies to you, report it to us by filling in the Unwanted Parcel Report form.
- If you spot that the parcel contains illegal items, you should also make a report to the police as soon as possible.
- Unless otherwise advised by relevant parties, you are free to dispose of the items. There is no need to return the parcel to Shopee or the seller.
📍 Definition
Order brushing - The act of creating a fake order to generate higher sales numbers. Parcels from these fake orders may be sent to unwitting buyers.
Protecting yourself from order brushing/fake order activities
To further protect yourself after receiving a parcel you did not order, you can also do these:
- Change your Shopee account password as a precautionary measure.
- Monitor your credit card bills, bank account statements, Shopee account, and ShopeePay account for any unauthorised transactions.
- Remember never to pay for parcels that you have not ordered.
- Avoid sharing personal information, such as your home address with strangers or unauthorised parties.
Shopee takes a strong stance against brushing activities and will take strict action against any individuals who have violated our anti-brushing policies.