Avoid Shopee Account Freeze: Critical Shop Operations Rules Every Seller Must Know

 What Actions Can Lead to Shopee Account Freezing? 
Shopee may freeze/close seller accounts for violating one or more of the following activities:

I. Insufficient Seller Deposit
If a shop is frozen, the seller needs to restore it by topping up the required seller deposit in the China Seller Center >> Finance >> Seller Deposit section. The shop will be restored within 1-2 business days after the deposit is replenished.

 
II. Failure to Submit Account Verification Documents On Time
If you fail to submit the required documents within 7 days of receiving the audit notification, or if the submitted documents do not meet requirements, your shop may be frozen and become inoperable.

 
III. Serious Violation of Listing Policies
Sellers violating Shopee's listing policies will have the corresponding non-compliant products deactivated/deleted by the system. Deleted items will incur penalty points in the seller's penalty point system. When penalty points accumulate to a certain level, the seller's selling rights will be restricted. In severe cases, accounts may be frozen or permanently closed. Therefore, it's crucial to understand prohibited or deletable items. Detailed categories can be found in the platform rules below.

⚠️ Shopee Taiwan

For Shopee Taiwan sellers, initially selling (some) prohibited items can lead to permanent shop closure.

 
IV. Inactive Shop Freezing/Deletion
To ensure a good buyer experience, Shopee periodically freezes shops with no operational activity for an extended period.


	
If a Shopee account is inactive for 640 days, the system will automatically send an account deletion warning email. If the seller logs back into the account within 90 days of receiving the warning email, the account will not be deleted.
	
If a Shopee account is inactive for 730 days, the account will be deleted.
	

	
	




V. Listing Infringing and Counterfeit Goods
The platform protects product authenticity and intellectual property rights. If product/shop information includes words like "original" or "genuine," proof of authenticity must be provided. If the seller cannot provide proof, the non-compliant product will be deleted and incur penalty points; severe cases may lead to account freezing.



VI. Failure to Bind Payout Account On Time
To ensure you receive sales proceeds, you must bind a payout account. Failure to bind within the stipulated time may result in sales restrictions or shop freezing. The freeze will be lifted 7 days after binding the payout account.



VII. Freezing Due to Debt/Abnormal Pricing


	
Debt Freezing: Normally, if shops under your company (merchant) have outstanding debts, you may receive debt collection notices from Shopee (via email / self-service repayment task notifications / Seller Center pop-up reminders). Repayment must be made within 2-10 working days. Failure to repay within the stipulated time will cause all your shops to lose selling rights due to the seller deposit falling below the threshold. At this point, your shops will be hidden on the front-end. Selling rights will be automatically restored after you complete repayment via deposit top-up and meet the threshold.
	
Abnormal Order Freezing: If your shop is frozen and you receive an abnormal pricing notice, it means the platform has detected operational anomalies in shops under your platform account. A large volume of in-transit orders cannot use the buyer's payment for that order to offset platform fees (e.g., shipping, ad orders, warehousing fees), causing the projected debt amount to exceed normal operational limits.




VIII. Fraud Freezing


	
Common fraudulent behaviors include:

	  For sellers engaging in fraud, Shopee may freeze or permanently close shops directly.

	

		
Falsifying orders (Brushing)
		
Product mismatch (Goods not as described)
		
Sending prohibited/external chat keywords
		
Using illegal apps for operations
		
Fake transactions/logistics
	
	


  For sellers engaging in fraud, Shopee may freeze or permanently close shops directly.

 

Shopee Shop Account Frozen: How to Appeal and Recover Your Account
If you dispute the reason for the account freeze, you can appeal via the appeal form.

Tips: If the shop was frozen due to penalty points, you can appeal via this process first.


	
Appeal Preparation Materials

	

		
Valid ID (e.g., passport, ID card, student card, work permit)
		
Business license/SSM registration copy (if applicable)
		
Logistics/delivery proof
		
Proof of product ownership (e.g., supplier invoice, receipt)
		
Comprehensive business model description (e.g., operational workflow, sales on other platforms, team size)
		

		
		
	
	
	
Target Your Appeal to the Specific Violation Reason

For example: If a seller's account was frozen for continuously uploading non-compliant products (violating Shopee product policies), please delist the relevant products before contacting customer service.

For more appeal questions, you can also immediately consult your Shopee Key Account Manager or Shopee Online Customer Service.





How to Operate Compliantly and Improve Shop Conversion
Shopee sets strict operational standards for sellers. Compliance is the foundation for long-term, stable shop development. Understanding and adhering to these rules not only avoids penalties but also improves your shop's weight in the platform algorithm, gaining more traffic support. Below are the key rules:


	
Product & Content Compliance Management: Sellers must pay special attention to the product review process. Items marked as genuine must provide corresponding brand endorsement, authorization letters, etc. Utilize Shopee's official tools to scan for duplicate listings and infringement risks.
	
Key Shop Operation Metrics Requirements: Shopee sets high standards for Mall Sellers, including:
	

		
Chat Reply Rate: Must remain above 85% over the past 30 days.
		
Shop Rating: Must be maintained above 4.6 stars in real-time.
		
Product Count: Minimum of 10 items in the shop.
		
Pre-order Items: Ratio must be controlled below 5%.
		
Order Management:
		

			
Order Non-Fulfillment Rate (past 30 days): Below 5%.
			
Late Shipment Rate (past 30 days): Below 5%.
			
Fast Shipment Rate (Singapore, Malaysia, Thailand): Must reach 75% or above.
		
		
	
	
	
Logistics & Authenticity Guarantee Policy: All Mall Sellers must strictly adhere to Shopee's 100% Authenticity Guarantee Policy and 15-Day Free Return Policy. For logistics, prioritize overseas warehouses (e.g., Shopee Malaysia Warehouse) for high-value goods to reduce customs inspection rates. Choosing Shopee Certified Logistics Partners (SLS) can significantly reduce the Late Shipment Rate to below 3%.




	
Efficient Shop Messaging Operations Guide: Utilizing the Duoke AI Customer Service System

	

		
Centralized Multi-Shop Management & Anti-Association: Supports managing multiple Shopee shops centrally for one-stop message replies.
		
7×24 Hour Intelligent Response Guarantees Reply Rate: Duoke AI Chatbot provides 24/7 online message replies, capturing the golden 3-minute response window. It ensures accurate replies even when human agents are offline, boosting shop reply rate and conversion.
		
Multi-Language Support & Localized Operations: Tailored to different site languages, Duoke supports 130+ language translations, helping sellers meet Shopee's strict localization requirements and avoid customer complaints due to language or cultural differences.
		
Automatic Alert & Handling for Abnormal Orders: Duoke's automated order follow-up feature sends tailored reminders based on order status, improving order placement and payment rates. For abnormal orders (e.g., returns/refunds), it supports one-click follow-up and alerts human agents to intervene.