How does Shopee Refund Buyers?

Bagaimana Cara Shopee Mengembalikan Uang Pembeli?

Artikel diperbarui pada 12 August 2023.


Online shopping on platforms like Shopee is becoming increasingly popular nowadays due to the ease and variety of products offered.

However, in some cases, buyers may be dissatisfied with the items received or encounter other issues that require a refund. Shopee recognizes this and provides a refund feature to protect the interests of buyers.

This article will talk about Shopee, the Shopee Guarantee refund system, and the steps you need to take to apply for a refund.

About Shopee

Shopee is one of the largest e-commerce platforms in Southeast Asia that offers various products ranging from electronics, fashion, household needs, to health products. Shopee was founded in 2015 and since then has continued to grow rapidly, reaching millions of users in Indonesia, Malaysia, Philippines, Singapore, Thailand, Vietnam, and Taiwan. Shopee offers various features that make it easier for buyers and sellers to transact, one of which is a refund system called Shopee Guarantee.

Shopee Refund System: Shopee Guarantee

Shopee Guarantee is a feature designed to protect buyers from unsatisfactory transactions. This feature ensures that the payment money will not be given directly to the seller until the buyer confirms receipt of the item and satisfaction with the product received.

If a buyer encounters an issue regarding a product that does not match the description, is damaged, or is not received, the Shopee Guarantee allows users to file a refund claim. Furthermore, this article will explain the steps that you need to follow to apply for a refund in Shopee.

The Process of Applying for a Refund in Shopee

In this article, we will discuss the steps that need to be followed to apply for a refund in Shopee. This process includes confirming receipt of goods, applying for a refund, fulfilling the return requirements, checking the status of the return, and knowing the time it takes to receive the money back.

1. Confirming Receipt of Goods

Before applying for a refund, make sure that you have confirmed receipt of the item in the Shopee app. Once the item is received, check if the item matches the description and condition. If there are any issues, don’t hesitate to give a negative rating or file a complaint with the seller. However, if there are no issues, you can give a positive rating and complete the transaction.

2. File a Refund

If you have any issues with the product you received, you can apply for a refund through the Shopee app. Follow these steps to apply for a refund:

  • Open the Shopee app,
  • Go to the “My Transactions” page,
  • select the transaction you want to refund,
  • click “Submit Refund”.

Next, fill out the refund form with the reason for the refund, the amount of money you want to refund, and evidence (photos or videos) that support your claim. After submitting the refund, the seller will receive a notification about the return and have time to respond to your request.

3. Return Goods and Money Requirements

Refunds in Shopee are contingent on several requirements, such as the condition of the item, the reason for the return, and the time of submission. To successfully apply for a refund, make sure that the item is in its original condition, unworn, and has all the labels and packaging.

Also, the reason for the return should be clear and supported by relevant evidence. Lastly, the refund submission must be made within the time specified by Shopee, usually 3-7 days after the item is received.

4. Checking the Status of the Refund

After applying for a refund, you can check the status of your refund through the Shopee app. To do so, go to the “My Transactions” page and select the transaction that is in the process of being refunded.

Here, you will see the details of the return, including the status of the return, the time left for the seller to respond, and a record of the conversation between you and the seller. If the seller approves the return, follow the instructions provided to send back the item and receive your money back.

5. Refund Processing Time

The time it takes to receive a refund depends on several factors, such as the seller’s response, the payment method used, and the speed at which the return item is shipped.

Once the seller has approved the return and received the item back, Shopee will process the refund. This process usually takes between 1-7 business days, depending on the payment method used.

For payments via bank transfer, refunds can take longer, while payments via ShopeePay wallet are usually faster.

Tips to Avoid Refund Problems in Shopee

Shopee is one of the popular marketplaces in Indonesia that offers a variety of products and convenience in online shopping. However, sometimes we may face problems such as products that do not meet our expectations, which requires us to apply for a refund.

In order to avoid refund issues in Shopee and enjoy a more convenient shopping experience, there are a few tips that you need to pay attention to. Here are some tips that can help you reduce the risk of facing refund issues when shopping on Shopee.

1. Read Product Descriptions Carefully

Before making a purchase, make sure you read the product description carefully. Check the specifications, size, color, and other information to make sure the product fits your needs. That way, you can reduce the risk of disappointment when receiving the product.

2. Check Seller and Product Reviews

Before buying, check the reviews of the seller and the product you are going to buy. Positive reviews and a high number of transactions usually indicate a trusted seller. Also, check product reviews to see other buyers’ experiences, so you can avoid problematic products.

3. Communicate with the Seller

If you have any questions or concerns about the product, don’t hesitate to contact the seller. Good communication can help avoid misunderstandings and problems that may occur after purchase.


The refund process in Shopee involves several steps, such as confirming receipt of the item, applying for a refund, fulfilling the return requirements, checking the status of the return, and knowing the time it takes to receive the money back. By understanding this process and following the tips mentioned above, you can reduce the risk of encountering problems while shopping at Shopee and enjoy a better shopping experience.

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