Effective 31 July 2025, new limits and expanded fee claims to ensure fairer returns process.

Shopee is refining its return and refund system to bring greater clarity and protection to sellers, especially those dealing with sealed, customised, or made-to-order products. These updates aim to ensure returns are handled more fairly while giving sellers more opportunities to recover logistics costs.

New Return Quota for Shopee Buyers

The "New Return Quota for Buyers" means that Shopee is limiting how many times a buyer can choose the return reason "Return in original/sealed condition" each month, depending on their Shopee Rewards Tier:

Non-Platinum buyers can only use this return reason for 2 orders per month
Platinum buyers can use it for up to 3 orders per month

This change is designed to stop buyers from overusing or abusing the return option, especially in cases where items were actually used or damaged but still returned under the claim of being in “original condition.”

By putting a cap, Shopee is helping reduce unnecessary returns and better protect sellers, particularly those selling sealed or fragile items.

If a buyer hits their quota, they can’t use that return reason again until the next month.

Shipping Fee Claims: What’s Covered and How to Claim

You can get full reimbursement for:

Forward Shipping Fee (FSF): the cost to ship to the buyer
Return Shipping Fee (RSF): the cost when the buyer returns the item

But only for two types of returns:

1. Return in Original Condition (RIOC): Buyer returns item unopened/sealed

shopee seller return policy

2. In-Transit Return & Refund (ITRR): Item is returned before reaching the buyer (e.g. refused delivery)

shopee seller return policy2

How to Claim

Submit this form (Shopee Return Shipping Fee Claim Form)
You can submit up to 10 Return IDs in one form submission

Claim Requirements

Only valid for orders completed within the last 2 months
Claims must be submitted by the 15th of every month
Don’t submit duplicates, only the latest submission will be reviewed
Shopee will process claims within 5–7 working days after the 15th

Claim Limits

Seller Type	Monthly Claim Limit
Shopee Mall Seller	1,000 claims
Preferred Seller	750 claims
C2C Seller	500 claims

Claim cap per order: RM20 maximum

You won’t get reimbursed beyond RM20 per returned order if you’re not enrolled in the SSFS programme.

Want to Save Time? Join the Seller Shipping Fee Saver (SSFS) Programme

If you're not enrolled, you must:

File manual claims each month
Be limited to only certain return types
Follow monthly claim quotas
Be capped at RM20 reimbursement per order

But if you join SSFS, you get:

Feature	Not Enrolled	Enrolled (SSFS)
Returns Covered	RIOC & ITRR only	All returns/refunds
Monthly Quota	Yes (500–1000)	No quota
Claim Cap/Order	RM20	Up to RM80
Claim Method	Manual	Automated
Fee	–	RM0.20 per order

RIOC = Return in Original Condition
ITRR = In-Transit Return & Refund

shopee seller return policy3

Let’s say you sell high-value or heavy items. If someone returns a product and you're not in SSFS, you can only claim back up to RM20.

But with SSFS, you could get up to RM80 back, 4X more.

How to Enrol in SSFS

Go to Shopee Seller Center
Click Marketing Centre > Campaigns > Seller Shipping Fee Saver Programme
Follow the steps to join

If you need help, reach out to your Key Account Manager or Shopee Customer Service.

shopee seller return policy4

Stay Protected, Save Time, and Let BigSeller Simplify the Rest

Shopee’s updated return policy and the Seller Shipping Fee Saver (SSFS) programme are a big win for sellers, offering better protection, clearer limits, and higher shipping fee reimbursements (up to RM80 per order if enrolled).

But handling after-sales cases efficiently is just as important.

With BigSeller, you can:

Manage all Shopee after-sales types: Refund Only, Return & Refund, and Abnormal Returns
Track return statuses and logistics updates
Dispute decisions directly and monitor progress
Stock-in returned items easily using barcode scan, batch functions, or manual options
Add internal notes and print SKU labels to keep your workflow organised

shopee seller return policy bigseller

Whether you’re dealing with high return volumes or just want to streamline your return process, BigSeller gives you the tools to stay in control, all in one dashboard.

Try BigSeller for FREE today and get a 7-day VIP trial coupon!

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