How do I refund an item not received on Shopee?

How to Get a Refund for an Unreceived Shopee Order

Shopee, like any online marketplace, occasionally experiences issues with order delivery. If you’ve placed an order but haven’t received your item, initiating a refund is straightforward. This guide provides a clear, step-by-step process to help you secure your refund.

Before you begin: While this guide outlines the refund process, remember that the success of your refund request depends on several factors, including the seller’s responsiveness and the available evidence you can provide. The more information and proof you can offer, the stronger your case.

Step-by-Step Refund Process for Unreceived Items:

1. Locate Your Order Details: First, log into your Shopee account and navigate to your “Orders” or “My Orders” section. Find the specific order containing the item you haven’t received. Click on the order to access the detailed order page. This page usually contains the order number, tracking information (if available), and seller details.

2. Initiate the Return/Refund Request: On the order details page, you should find an option to initiate a return or refund. This might be labeled as “Return/Refund,” “Request a Refund,” or something similar. Click this option to begin the process.

3. Select the “Didn’t Receive My Items” Option: The refund request form will likely present several reasons for the return. Carefully select the option that corresponds to your situation: “I didn’t receive my items,” “Item not received,” or a similar phrase.

4. Specify the Unreceived Item(s): If your order contained multiple items, and only some are missing, ensure you only select the specific item(s) you haven’t received. This will help streamline the refund process and avoid confusion.

5. Provide a Detailed Reason and Evidence: Clearly explain why you haven’t received your item. “Parcel not delivered” is a good starting point, but providing more context is helpful. For example, mention if the tracking information shows no delivery attempt or if the delivery status is stuck. Crucially, attach any supporting evidence you have. This could include:

   • Screenshots of the tracking information: This is vital evidence showing the delivery status.
   • Photos or videos of your empty mailbox or delivery area: This helps demonstrate that the item wasn’t left.
   • Correspondence with the delivery service: If you’ve contacted the courier company, include their response.
   • Chat logs with the seller: If you’ve communicated with the seller about the missing item, include these conversations.

6. Submit Your Request: Once you’ve provided all necessary information and evidence, review everything carefully before submitting your refund request. Shopee will then review your claim, contact the seller, and update you on the progress.

Important Considerations:

• Timely Submission: Submit your refund request within the timeframe specified by Shopee’s policy. Delaying the request can negatively impact your chances of a successful refund.
• Seller Communication: While Shopee handles the refund process, keeping the seller informed can be beneficial. Politely follow up with them to check on the progress of your request.
• Dispute Resolution: If the seller doesn’t respond or the refund is not processed, Shopee usually has a dispute resolution system to help facilitate a fair outcome.

By following these steps and providing ample evidence, you significantly increase your chances of a successful refund for an unreceived Shopee order. Remember to remain patient and persistent throughout the process.