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[Order Protection] What is Shopee Guarantee?

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Shopee Guarantee is a feature where payments to sellers are temporarily held by Shopee for a Shopee Guarantee period, only to be released when buyers confirm that orders are fulfilled and satisfactory.

 

This period is calculated based on the seller's Days to Ship (DTS) and Estimated Delivery Time, which starts from your payment confirmation date.

 

Here’s an example of how this can be calculated:

 

2 (Days to Ship¹) + 7 (Estimated Delivery Time²) + 3 (Buyer Confirmation Time³) = 12 days

 

¹ Days to Ship - number of days it takes seller to prepare for delivery

² Estimated Delivery Time - average delivery time by logistics partner

³ Buyer Confirmation Time - number of days it takes buyer to confirm receipt after delivery

 

For orders that have yet to be shipped

Sellers need to ensure that they have shipped the order out within the Shopee Guarantee period, otherwise the payment will be automatically refunded to you when this period ends.

 

You are allowed a one-time 3-day extension of the Shopee Guarantee period if sellers have yet to ship out the item. To do so, select Extend Shopee Guarantee in the Order Details page.


 

Extending Shopee Guarantee for order not shipped yet on Shopee App

For orders that have been picked up by courier partners

You are allowed a one-time 3-day extension of the Shopee Guarantee period if your parcel has yet to be picked up by courier partner after the seller has arranged shipment.


For orders that have already been shipped

You will need to confirm receipt of the order or request for return/refund within the Shopee Guarantee period, otherwise payment will be automatically released to sellers when this period ends.


You are allowed a one-time 3-day extension of the Shopee Guarantee period if you have yet to receive an order that has been shipped.


If you still have not received your order before the final day of the extension period, do request for a refund before the 3-day Shopee Guarantee extension period ends.

⚠️ Note

  1. Only click "Order Received" if you have confirmed the receipt of your order in good condition. Shopee Guarantee will protect you such that you can request for a return or refund within your Shopee Guarantee period if you don't receive your orders.
  2. If you have accidentally clicked “Order Received” before the Shopee Guarantee period ends, you may refer to this article on how to request for further assistance.


For more information about Shopee Guarantee, please refer to this link.

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