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Effective supporting documents will vary according to your reason for return/refund:

1. Damaged product

1. Photo(s) and/or video of the product, showing physical damage (e.g. cracks, defects)
2. Photo(s) and/or video showing condition of the internal and external packaging of the parcel

2. Faulty product

1. Photo(s) and/or video of the product, showing it does not work as intended (e.g. electronic device that does not work despite connecting to power source/battery inserted)

3. Incomplete/missing product

1. Photo(s) and/or video of the parcel received and products it contains
2. Photo of the Air Waybill (AWB) attached on the parcel that shows the content/weight of the parcel you should have received
3. Photo showing all the products received in the parcel on a weighing scale to show actual total weight

4. Wrong product

1. Photo(s) and/or video of the parcel received and products it contains
2. Screenshot(s) of actual product from seller’s listing in Shopee App
3. Photo of product being measured using a measuring tool (from one end to the other) if the product’s size is wrong.

5. Counterfeit product

1. Photo(s) and/or video of the parcel, the product and its packaging
2. Photo of the AWB/consignment note attached on parcel
3. Screenshots/URLs/other documents to show features of an authentic product (e.g. serial number, brand logo, images from official website)

Here are some guidelines for submitting supporting documents:

1. Follow the file size limit: 10 MB per photo, 30 MB (up to 1 min) per video
2. Provide good quality evidence that is clearly visible (not blurry/pixelated)
3. Provide close-up shots to show defects clearly for damaged products
4. Uploading video evidence is highly recommended for returns of faulty products
5. Provide chat history or other evidence showing prior negotiation with seller, if applicable

⚠️ Note

1. For non-receipt cases, you are not required to provide any documents. Shopee will check with the seller and logistics partner to investigate the issue.
2. If the seller can provide valid proof of shipment or the item is still in transit, the return/refund request will be rejected. If the item is lost in transit, you will be refunded accordingly.
3. If you upload blank and/or blurred images, you may see the error message "Your image is unclear. Please try again." as below:

If you are unable to submit a clear image, please check here for possible reasons.