Q: [New to Shopee] Why can't I Sign Up?

Here is the possible reason why you are unable to Sign Up, Existing Shopee account with the same phone number Your mobile number might have been a recycled number from the previous user. If you are encountering this issue, you may reclaim your mobile number while signing up with your mobile number. If you are still unable to Sign Up after trying to reclaim your phone number, please fill in this webform for further assistance.

Question 1

[New to Shopee] Why can't I Sign Up?

Accepted Answer

Here is the possible reason why you are unable to Sign Up,

Existing Shopee account with the same phone number

Your mobile number might have been a recycled number from the previous user. If you are encountering this issue, you may reclaim your mobile number while signing up with your mobile number.

If you are still unable to Sign Up after trying to reclaim your phone number, please fill in this webform for further assistance.

Question 2

[Return Refund] Raising Return & Refund request

Accepted Answer

1. When can I raise a Return/Refund request?

To request a Return/Refund, buyers have to raise a request via the Shopee app within 15 days from the date of delivery for purchases or after the estimated delivery date, whichever is earlier.

For full terms and conditions please refer to this link here.

2. How do I raise a Return/Refund request?

To raise a Return/Refund request:

Go to the Me tab.
Select the order for which you want to make a request.
Select Return/Refund.
Select the reason for the request, product and quantity of items to be returned (if applicable).
Complete the Return/Refund application with relevant evidence and description.

If you wish to return a partial quantity of the order, you can do so by adjusting the number of items to return on the Select Product page when you initiate the Return/Refund request.

You may adjust the number of items to return for the scenarios below.

You can select (a) the entire bundle OR (b) part of the bundle items
You can select (a) the entire set of add-on deals OR (b) part of the add-on deal(s)
You can select (a) the entire Purchase with Gift OR (b) part of the main items.

⚠️ Note

If the order included gift(s) with purchase, returns of main items ordered without the gifts are not allowed.

If you have selected I have received my items, but there are issues, you will be able to choose from seven Return/Refund reasons:

Seller sent wrong item (e.g wrong size, model)
Missing part of the order
Damaged item
Scratch / dents
Shattered products
Spilled liquids /contents
Other types of damage
Product is defective or does not work
Expired product(s)
Counterfeit product
Change of mind

If you have selected I didn’t receive some/all of my items, you will be able to choose from three Return/Refund reasons:

Parcel not delivered
Missing part of the order
Empty parcel

There may be two solutions available, depending on your Return/Refund reason:

Return and Refund
Refund Only (you may enter your preferred Refund Amount *Capped at your total payment amount for the order)

*Shopee will review the request and determine the appropriate solution.

⚠️ Note

There will be differences in the types of supporting documents required for each Return/Refund request.
Evidence is not required for a non-receipt case under Parcel not delivered.

Your Return/Refund request will be processed within three working days, and you will be notified of the outcome via in-app push notification and email.

For Refund Only cases, Shopee will review the case and get back to you with the resolution.
For Return and Refund cases, you will be required to return the product to receive your refund (unless otherwise specified).

Find out more about how to return your items.

3. Can I still raise a Return/Refund request if I have clicked on the “Order Received” button?

If you have clicked on the “Order Received” button, you may refer to the steps below to raise a Return/Refund request:

1. Clicked “Order Received” but your order is still within the Return/Refund period

You may raise a Return/Refund request via the App.

2. Order is after the Return/Refund period

You may reach out to the seller personally through Shopee Chat.
Alternatively, you may write to us by contacting Shopee Customer Service. The Shopee agent will review the case and offer a possible solution(s) to resolve the matter.

4. How do you check on the status of your Return/Refund request?

To check on the status of your Return/Refund request:

Go to the Me tab.
Select Return/Refund under My Purchases to see all your Return/Refund requests.
Select the order you wish to check.
Select Discuss to check your latest Return/Refund status.

5. Can I raise a Return/Refund request for perishable items?

Perishable goods are products that have short shelf life and may deteriorate quickly due to environmental factors (e.g. temperature, humidity). Examples include fresh produce, baked goods, cooked food, live products, and chilled or frozen products.

You may raise a refund request as per usual for perishable goods. However, please take note of the following conditions that apply to perishable goods before raising a Return/Refund request:

Due to their nature, perishable goods cannot be returned.
Therefore, when you raise a Return/Refund request, your request will be considered for a refund ONLY.
Perishable goods are not eligible for Change of Mind return due to the nature of the product. For more details Change of Mind returns, visit this link.

6. What should I do if I have not received an order that is shown as Delivered?

If you have yet to receive your order even though the order status has been updated as Delivered, you should:

1. Check with your family members or neighbours

Your family or neighbours might have received the parcel on your behalf.
Do also check areas where the parcel could have been left by the courier, such as your mailbox, the building's dry riser, or a shoe rack in your lobby, before requesting for a refund.

2. Contact the seller

If the seller's own delivery fleet delivered your parcel, please contact the seller directly via Shopee Chat to find out more about the delivery status.

3. Raise a refund request

You may raise a refund request for an order that was not received, as long as it is still within the Return/Refund period.
To raise a Return/Refund request:

Go to the Me tab.
Select the order for which you want to raise a request.
Select Return/Refund on the Order Details page.
Select I didn’t receive my items.
Select the product(s) not received.

Select Parcel not delivered as the reason and submit your request.

⚠️ Note

You are not required to submit any evidence for non-receipt cases.
The Solution will automatically be set as Refund Only.
Shopee will review the case and get back to you on the resolution.

7. What should I do if I receive my order but it is damaged beyond return and my Return/Refund request has been approved by Shopee?

If Shopee has approved the Return/Refund request subject to the review of the returned items, but the parcel received is badly damaged and cannot be returned (e.g. shattered glass, soaking wet packages, badly cracked furniture, etc.), please follow the steps below:

1. Take pictures/videos of the parcel received

Make sure the internal/external packaging used for the order is photographed along with the damaged item received.
This helps our Shopee team better understand the condition of the item received. Examples of supporting pictures are provided below:

2. Submit to Customer Service

You may contact Customer Service and provide all the details required.

8. Why can't I raise a return request?

Return requests cannot be raised if the parcel is still in transit status. You can check your parcel’s expected delivery date at the top of your Order Details page.

You can raise a return request when:

The expected delivery date has passed, but you have not received your parcel; or
The courier has delivered the parcel, and the order status is updated to Delivered.

⚠️Note

For orders delivered by non-Shopee Supported Logistics channels (E.g. SingPost Normal Mail, Seller’s Own Fleet, and Other Logistics Providers), last-mile tracking status might not be available.
If you are unable to initiate a Return/Refund request because your order status has not been updated to "Delivered" despite receiving it, please contact our Customer Service via live chat. Please provide your Order ID for assistance. To connect with our live agent, navigate to the "Me" tab and select "Chat with Shopee."

9. Can I request for an exchange?

Shopee does not offer direct exchange between buyers and sellers. If you are not satisfied with the product(s) received, you can raise a Return/Refund request.

The seller may offer a full or partial refund before you return the product. If the seller offers a full refund or if you accept the seller's partial refund offer, you will not be required to return the product.

To discuss or modify the refund amount proposed by the seller:

Select Discuss.
Select Counter.
At the Counter Refund page, insert your proposed counter refund amount.
Select Confirm.
Or Select Modify offer if you would like to change your offer amount
If you would like to accept the offer, Select Accept Proposal.
Select Confirm.
You will see Refund in Progress reflected on the page once the refund amount is accepted.

If you do not wish to accept the seller's partial refund offer, you may Select “Continue with Return” and proceed with the return to receive a full refund.

Your request will be processed after the returned product has been received and checked by the seller or Shopee warehouse.

10. How do I cancel my Return/Refund request?

You can cancel your Return/Refund request by;

Going to Me tab > Select View Purchase History.
Select Return/Refund tab > Select Return/Refund Details from the ongoing requests shown.
Select Cancel Request > Select OK to confirm your cancellation request

11. What should I do with a partial refund request?

A seller may initiate a partial refund negotiation after Shopee has approved the Return/Refund request. Upon receiving a partial refund offer from the seller, you have three options:

Accept the offer;
Negotiate by providing a counteroffer; or
Reject the offer.

You are required to respond within 24 hours from the time the seller raised the proposal.
If you or the seller accepts the partial refund proposal, you will not be required to return the product(s) and will receive the partial refund amount that was agreed upon.

1. Accept the offer

If the seller's proposed partial refund amount is satisfactory, you may accept the offer. The refund will be processed, and no return of the product(s) will be necessary.

To accept the offer, select Discuss on the Return/Refund Details page > Select Accept Proposal.

2. Negotiate

If you wish to negotiate a higher refund amount, you can submit up to three counteroffers. Both buyer and seller must respond within 24 hours for each counteroffer.
To propose a counteroffer, select Discuss on the Return/Refund Details page > Select Counter > Enter an amount for counter proposal > Select Confirm.

The partial refund negotiation will end if either buyer or seller fails to respond within the set time frame. Buyers will be prompted to return the products for a full refund.

3. Reject the offer

If you are unable to reach an agreement with the seller, you may select Continue with return > Select OK > Proceed to return your product(s) to Shopee for a full refund.

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