The Latest Shopee Return & Refund Policy 2025: A Complete Guide to Protect Your Rights & Boost Store Rating

During store operations, Shopee sellers frequently encounter return and refund issues. Therefore, having a deep understanding of the latest changes and core points of Shopee's return and refund policy can not only effectively protect your rights but also enhance store ratings and customer trust. Below, let's explore the latest Shopee return and refund policy.​

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I. Shopee Return & Refund Scenarios​

Shopee buyers can apply for returns/refunds within the following timeframes:​

1.In-transit Return/Refund​

This refers to when the parcel is with the domestic logistics provider but has not yet arrived at the local warehouse. Starting from September 19, 2024, this feature will be gradually rolled out for the Thailand, Philippines, Malaysia, Singapore, and Taiwan markets to reduce seller losses from international returns. In such cases, intercepted in-transit R/R parcels will be handled according to the platform's existing "Buyer Rejection/Delivery Failure" scenario in the Shopee Return Policy. If conditions are met, items may enter Shopee's re-service or the Overseas Non-Return Service process.​

2.Normal Return/Refund​

This refers to applications raised by buyers after the estimated or actual delivery date of the parcel.​

3.Return On Spot (ROS)​

This service allows buyers to inspect the item's appearance and quantity upon receipt. Buyers will not open anti-counterfeit seals, product seals, or use/try the product during ROS, ensuring the product itself remains unaffected. For cross-border direct shipping orders returned due to dissatisfaction during ROS, Shopee will cover the shipping cost for returning the item to the local warehouse in the selling market and will not charge sellers any extra fees for buyers using the ROS service.​

Different markets have different conditions for using ROS; for example, Thailand and Philippines only apply it to COD orders.​​



 

II. Time Limit for Buyers to Apply for  Shopee Return/Refund​

1.Buyer Received the Parcel​

Specific application time limits are as shown in the chart below:​

Tips:​

Integrated logistics: Calculated from the actual delivery date of the parcel.​

Non-integrated logistics: Calculated from the estimated delivery date of the parcel.​

2.Buyer Did Not Receive the Parcel​

If the buyer did not receive the parcel for the following reasons, the R/R application time limit will be calculated from the first attempted delivery date:​

• Buyer not at the designated address​

• Buyer entered the wrong address​

 

III. Reasons for Shopee Return/Refund: 

1.In-transit R/R Reasons​

a.Incorrect order information entered​

b.Incorrect address entered​

c.Seller informed of sending a different item​

d.Other​

2.Post-Delivery R/R Reasons​

a.Did not receive item​

b.Empty parcel / Missing items / Wrong item​

c.Counterfeit / fake item​

d.Refurbished or used item​

e.Functional defect​

f.Damaged item​

g.Item does not fit / Does not match description​

h.Expired item​

Tips:

For orders where R/R is successfully initiated by the buyer due to 'Did not receive item', 'Missing items', 'Wrong item', 'Functional defect', or 'Counterfeit product', and verified by the platform, they will be counted towards the seller's Non-Fulfillment Rate (NFR). Therefore, sellers must ensure product quality and authenticity when shipping.​​

3.Return On Spot (ROS) Reasons​

a.Wrong item – Received item is not the one ordered.​

b.Missing items – Received only part of the items in the parcel, not all (main product, bundled items, free gift, etc.).​

c.Item is damaged.​

d.I want to return the original packaging/unopened item – Received item is fine but want to return due to dislike, etc.​

Tips:

The platform will conduct further verification. Returns via ROS not caused by the seller will not be counted against the Order Non-Fulfillment Rate.​

 

IV. How to Handle Shopee Returns/Refunds via Duoke​​

1.Method 1: 

When a buyer applies for a refund during communication, you can directly view the corresponding refund information from the order details on the right side on Duoke.​



2.Method 2:

Handle corresponding orders via Duoke's [To-do List] -> [Refund Orders] / [Cancelled Orders]. You can clearly see the buyer's cancellation reason and the current order status. It also supports quickly locating the corresponding buyer for recovery attempts or prompt communication.​



 

V. Summary​​

In the process of operating a Shopee store, every step is crucial, from listing new products to order payment, and returns/refunds. Therefore, regarding potential buyer R/R applications, to better enhance buyer satisfaction with the store and products, we as sellers can try adopting the following measures:​​

1.Improve Product Quality:

Strictly control product quality to ensure it matches the description. Also, ensure products comply with local laws and regulations and pass quality standards.​

2.Establish Transparent and Friendly Communication with Buyers:

Provide detailed product information on the product page. When communicating with buyers, be factual to reduce the discrepancy between buyer expectations and the actual received item, avoiding order losses due to such differences.​

3.Optimize Logistics:

Choose Shopee's logistics services for a more secure product transportation process, avoiding returns/refunds caused by logistics delays or other issues.​

4.Provide Comprehensive After-Sales Service:

Ensure good communication with customer service personnel to provide buyers with timely and professional after-sales support. Utilize Duoke's return/refund features to help improve order processing efficiency, achieve timely communication with buyers, and simplify the refund process.



 

FAQ:

Q: Will In-transit R/R be counted against the Product Listing Quality Requirement and Order Non-Fulfillment Rate?​

A: The platform will further verify based on the reason submitted by the buyer for the in-transit R/R. In-transit R/R not caused by the seller will not be counted against the Product Listing Quality Requirement and Order Non-Fulfillment Rate.​

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Q: What reasons can buyers use to initiate an In-transit R/R?​

A: List of applicable reasons:​

① Incorrect order information entered – Buyer provided wrong information.​

② Incorrect address entered – Buyer provided wrong address.​

③ Changed mind – Buyer changed their mind about the purchase and wishes to return/refund.​

④ Seller informed of sending a different item – Seller, potentially due to a stock-out of a specific variant, sent a slightly different variant.​



Duoke is an AI intelligent customer service reception tool that integrates customer messages from multiple platforms such as Lazada, Shopee, Tik Tok Shop, Mercado, Facebook, etc.It unifies the management of multiple platforms and multiple stores, and centrally and efficiently processes customer messages.