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Effective supporting documents will vary according to your reason for return/refund:
1. Damaged product
- Photo(s) and/or video of the product, showing physical damage (e.g. cracks, defects)
- Photo(s) and/or video showing condition of the internal and external packaging of the parcel

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

4. Wrong product
- Photo(s) and/or video of the parcel received and products it contains
- Screenshot(s) of actual product from seller’s listing in Shopee App
- 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
- Photo(s) and/or video of the parcel, the product and its packaging
- Photo of the AWB/consignment note attached on parcel
- 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:
- Follow the file size limit: 10 MB per photo, 30 MB (up to 1 min) per video
- Provide good quality evidence that is clearly visible (not blurry/pixelated)
- Provide close-up shots to show defects clearly for damaged products
- Uploading video evidence is highly recommended for returns of faulty products
- Provide chat history or other evidence showing prior negotiation with seller, if applicable
⚠️ Note
- 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.
- 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.
- 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.