Return/refund is an important function that ensures fair transactions between Shopee buyers and sellers. After the return/refund application is received, Shopee will analyze it and request that the seller provide appropriate proof for a fair ruling.

Shopee agents may seek extra evidence from sellers to support their claims. Sellers must produce evidence within 24 hours (including weekends and holidays); otherwise, Shopee customer support representatives will make a decision without evidence.

Knowing basic suggestions for seller claims might help sellers resolve disputes swiftly and safeguard their rights. And this article will explain how to correctly present seller proof for return and refund claims. 👉Click Here to Register BigSeller For Free!




Types of evidence for Shopee Return/Refund claims

Depending on the complaint, the Seller must supply Shopee with specific sorts of evidence, as follows:
 

Complaint type		1. Evidence pack	2. Evidence open stock	3. Degrees other evidence
Appeal Shopee's decision to refund immediately (no return)		Obligatory	Are not	Are not
Buyer's Return Claim	No return received	Are not	Are not	Are not
	Returned goods are damaged/broken.	Obligatory	Obligatory	+ Minutes of joint inspection with the postman if the returned package is not intact + Video to check the product's operating status if there is a suspected malfunction
	Returns missing products/gifts/accessories	Obligatory	Obligatory
	Wrong item returned	Obligatory	Obligatory
	Goods returned intact but Buyer's complaint is not accepted	Are not	Obligatory	Are not
Disagree with the reason the Buyer returned the item because it was counterfeit/fake		Depends on the situation	Depends on the situation	Required. Proof of authenticity .

Tips for providing types of evidence for Shopee Return/Refund claims

 

1. Proof of packaging

Provide a video of the packaging process before the Seller sends over the products to the shipping unit (SP), clearly showing the following factors:

1. Order information (order code, bill of lading code, QR code, etc.)
2. Pack the correct product, in the correct amount, and in good/intact condition as specified in the Buyer's order;
3. Valid packaging specs should adhere to the instructions provided here.


⚠️ Note
- Video must be clear, smooth, and free of editing.
- For electronic devices where the Buyer's Return/Refund reason is a non-functional error:
    •Packaging evidence must demonstrate the product's functionality.
    • If the product has a seal, evidence must confirm that it was sealed during packaging.
- For returns/refunds due to breakage, proof of packaging must indicate sufficient materials and valid packaging.


 

2. Proof of opening the returned item

Provide a video of the return package opening process that clearly shows the following elements:

1. Returned order information (order code/bill of lading code/QR code...);
2. Rotate the 6 sides of the package and perform the unpacking process;
3. The return status clearly shows the problem that the Seller needs to complain about (For example: Damaged/Broken, Wrong/Missing/Empty, Used...).

⚠️ Note:
- Video must be seamless, clear, and show no signs of editing.
- If the returned item is defective (common with electronic products), the Seller must provide additional video of the product's operation to check its working condition.



 

3. Other evidence

a. Additional evidence depending on the case

Here are some special cases where the Seller needs to provide additional evidence:

Case 1: Returned goods are defective (common with electronic goods)
In addition to the unboxing video, the Seller needs to add a video of the product's operating status .

👉 Example : Buyer returns the item because the Seller delivered the wrong color (bought white headphones but delivered black ones) → After receiving the returned item, the Seller complains that the product is defective and does not work.



Case 2: Returned package is not intact

Unpackaged goods are goods without packaging (for example, only packaged in plastic bags) or the packaging is torn, wet, or has holes that pose a risk of falling out, etc.)

👉The seller needs to supplement the Joint Inspection Report with the postman
 

Seller	Documents required	Details to be shown on paper
Importer domestic	Genuine VAT invoice with distributor's stamp (VAT)	+ Invoice date; + The address on the invoice matches the Seller's information on Shopee; + Red stamp for paper invoices (or green tick for electronic invoice); + Quantity of goods imported on invoice.
Importer	Customs Declaration/Import Documents	+ Exact license number, product name and import quantity; + Official stamp, registration date
Manufacturer	Trademark registration (Trademark certificate or certificate of valid trademark registration application from State Agency)	+ Decision & signature and red seal of the Intellectual Property Office; + Brand/label matches the product on Shopee; + Company/representative name matches Seller name on Shopee.
Distributor	Certificate of Dealership/Distribution Contract from a valid brand signing company of the State Agency)	+ Distributor name is the same as Seller on Shopee; + The product on the distributor certificate matches the order on Shopee; + The time of agent certification must be before the date the order is created; + Signature and red seal of supplier.

 

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