Once the seller agrees to your request, the refund will be processed immediately. If the seller makes a counteroffer, you have 2 days to respond back.
You have 3 response options: 1. Accept 2. Counter 3. Dispute to Shopee
If the seller fails to respond within 2 days, your refund request will be automatically accepted.
Note: I had one experience when an overseas seller didn’t accept my refund request. Instead, he instructed me to buy a specific item for 1 peso and he’ll send the replacement item thru that order. I agreed.
Product Return Options
If the seller suggests returning the item, there are 3 options to choose from.
Note: To prevent cancellation of your request, make sure to ship the items back within 5 days. Also, keep the original packaging and receipts.
Option 1: Pick-up
This option only appears on Shopee Mall orders, selected Sellers, and serviceable areas. This may not be available for some products.
Steps to Request Pick-up via Gogo Xpress
On the Return/Refund page, verify your pick-up address. Tap “Submit”
Tap “View Instructions” to see the GoGo Xpress Pick-up Return Label
Pack and use the original packaging of the item. Wait for the rider to pick up the item and present the tracking number.
Note: Take a photo with the rider holding the item as proof of pick-up.
This is the second best option as you’ll not be spending any dime on couriers.
Steps to Drop-off Item via J&T Express
For Shopee Mall orders
During Refund/Return Request, tap “Shipping Option”, then “Drop-off” and tap “Confirm”
For Local & Overseas orders
Wait for Shopee to notify you via email and once accepted, tap “Shipping Option”, then “Drop-off” and tap “Confirm”
Tap “View Instructions” to see J&T Express Drop-off Return Label. You can send this thru your email as well. Note: Drop off your item within 5 days after Shopee or the seller accepts your request. Failure to do so may cancel your request and the amount will be escrowed to the seller.
Pack your parcel and go to the nearest J&T Express branch. Note: Before you proceed to the branch, please contact J&T Express to confirm if this branch accepts Shopee returns.
At the branch, present the item and the digital copy of the J&T Express Return Label to the counter. The staff checks the item and prints the return label.
You’re done! You can track the parcel return in the Shopee app. It will take 11 days at most for Shopee to confirm the parcel and process your refund.
Option 3: Self-arrange
This is the last and less preferred option. You will arrange the return of the item with your preferred courier at your own expense.
But don’t worry, once the return process is completed the return shipping fee will be refunded to you within 5-7 days.
Make sure to ship the item within 5 days
Make sure you download and attach the return label sent to you via email
Upload the proof of shipment:
Include a photo of the Request ID at the top of the Airway bill (refer to A)
Photo of the package with the return label, proof of shipment, and write the Request ID on the box using a marker (refer to B)
Failure to include your Request ID may result in lost parcels. Don’t miss this crucial part
Request ID can be found on the Refund/Return details page.
Once the item is successfully returned, the seller has 3 days to respond to your refund/return request.
Once the request is approved by the seller, you’ll receive a notification about the approval. Refund payment instructions will be sent via app notification or email.
If your request is rejected, you can discuss it with the seller and negotiate a suitable refund amount or return option. Here’s how you can discuss with the seller for the refund.
For Shopee Mall (Return/Refund), once Shopee has received and validated the returned item, your refund will be automatically refunded to you.
For Shopee Mall (Refund Only), if you did not receive your order, your request will be automatically refunded.
I’ve done refund requests a couple of times already. Shopee has either refunded or replaced the products. I’m very satisfied with how they handled my concerns and I hope you’ll have a great time online shopping too.
If you have any concerns you can ask me in the comments below or contact Shopee directly thru their chat support.
Hi there! I'm Daveril Dabuco, the man behind Juan Investor, one of the top personal finance blogs in the Philippines. I’m passionate about investing and digital marketing. When I’m not blogging, I’m either tinkering with my clients’ Facebook ads or beachbumming. You can read more about me.
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