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Starting 12 February 2025, after the seller has arranged the shipment, seller approval will be required for order cancellations.

You may cancel your order and get refunded immediately if you raise a cancellation request before the seller has arranged the shipment.

*If the seller has already arranged for shipment, but parcel has not been picked up, cancellations are subject to seller approval.

Once the parcel has been picked up, you have to raise an in-transit return/ refund request to cancel the order.* (See below on how to raise an ITRR request)

⚠️ Note 

i) Seller’s approval is still required for order cancellation if the product is under the product category mentioned below regardless of whether shipment has been arranged. 

• Custom-made or made-to-order products
• Pre-orders product
• Order is shipped by non-Shopee Supported Logistics partner

Steps to cancel an order

 1) Click the Me tab > select the To Ship icon under My purchases.

2) Tap on the order you wish to cancel, and click Cancel Order

3) Select Cancellation Reason > Confirm > Submit

4) The request status will be reflected on the details page Once the order has been cancelled successfully.



 In-transit Return/Refund (ITRR)

• In-transit RR requests are currently only eligible for orders delivered by Shopee Express (SPX) and are  dependent on the Shopee Express (SPX) team's capacity to locate and intercept your parcel's delivery
  
  

• You may request for an In-transit Return/Refund if the parcel status is after “ Parcel has been picked up by our logistics partner” and before the parcel status has been updated to  “Parcel is out for delivery” Please note that you will only be able to raise an in-transit RR once per order.

Below is a list of reasons you may select when raising an ITRR request:

• Wrong order info: E.g. incorrect order quantity, order variation, etc. 

• Input wrong address: You provided an incorrect address.

• Seller informed sending different items: The item ordered is out of stock so the seller sends a different variation instead (E.g. You order a red bottle, but the seller sends a pink variation of the same bottle) 

• Other: When you no longer want the item. Valid for non Pre-Order Listings and non-exclusion products only.

You will receive a notification regarding the following possible outcomes within 24 hours of submitting the request.

• Approved in-transit RR indicates that SPX has successfully intercepted the parcel delivery, and the refund will be credited back to you within 4 hours from SPX confirmation on the parcel interception

• Unsuccessful in-transit RR may occur if SPX is unable to intercept your parcel's delivery, or if you (the Buyer) withdraw the in-transit RR. In this case, the order will resume delivery and you may submit a normal Return/ Refund request after receiving the parcel if necessary.
  

Steps to raise an In-transit Return/Refund request

1) Click the Me tab > select the To receive icon under My purchases.



2) Select affected order > Select Request Refund




3) Select Reason to Refund > Confirm > Submit





4) Order status should update to "Request in Process" after submission.










In-Transit Return/Refund Exclusion (ITRR) List



ITRR will not be applicable for (1) custom-made products, (2) made-to-order products (3) pre-orders, and (4) products listed in the table below: