Blog > Marketplace News > Shopee Thailand strengthens refund service, Successful delivery ≠ Successful transaction!

Shopee Thailand strengthens refund service, Successful delivery ≠ Successful transaction!

Jayson 27 Jun 2024 11:29

Since June 19, 2024, Shopee Thailand has implemented a series of optimization measures for the delivery and refund process, aiming to improve the user experience while strengthening the protection of sellers' rights.



Under the new policy, even if the delivery status of the shipment is shown as "successfully delivered", if the buyer requests a refund for not receiving the goods and lacks valid delivery proof, Shopee will quickly intervene to ensure that the interests of both buyers and sellers are properly protected. All new features will be opened in stages, and it is expected that all stores will fully enable these upgraded services by July 10, 2024.



Once the buyer reports that they have not received the goods marked as "successfully delivered" and submits a refund application through the system, Shopee will immediately initiate the review process and verify with the logistics company. If the investigation results show that there is indeed a delivery failure (such as wrong delivery address, unclear delivery certificate or other reasons), Shopee will automatically execute the buyer's refund and compensate the seller at the same time.



The amount of compensation received by the seller will be equivalent to the compensation due in the case of lost orders, but it should be noted that the upper limit of the compensation amount depends on the specific policy of the carrier. This compensation plan explicitly excludes the value of Shopee vouchers, discounts and promotions, ensuring that compensation is direct and practical.



Thanks to the automated compensation mechanism, sellers will receive corresponding compensation immediately when buyers receive the refund. Sellers can view the compensation amount immediately in the seller balance of their account, and will receive detailed compensation information through notifications and emails in the seller center.

Note:

Shopee may contact sellers to obtain additional proof of delivery. If the seller uses a shipping company supported by SHOPY (Standard Delivery/Standard Delivery Large), the seller does not need to provide proof of delivery. If the seller does not use a shipping company supported by Shopee, the seller needs to provide proof of delivery.

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