1. If the seller does not agree to return/refund, the buyer and seller reach an agreement through negotiation

If the Shopee merchant does not agree to return or exchange, the merchant can negotiate with the buyer through the platform's "bargaining" function.

2. If the seller does not agree to return/refund, and the buyer and seller cannot reach an agreement

After multiple communications, you can apply to the Shopee platform for intervention.

3. The merchant agrees to return/refund, or the merchant does not reply to the buyer within 2 days, but the buyer does not return the goods within 5 days.

If the Shopee merchant does not reply within 2 days, the system assumes that the seller agrees to return/refund.

If the merchant agrees to return/refund, the platform will send the return address to the buyer. The buyer will return the goods within 5 days after receiving the return address and provide the logistics order as a voucher; when the merchant confirms that it has received the goods, it can agree to the buyer's refund and click Refund to process.

4. The seller agrees to return/refund, or the seller does not respond within two days, and the buyer sends the goods back within five days.

The Shopee seller needs to confirm whether the product is correct and there is no problem, agree to the refund agreement, and return the product to the buyer. If the merchant finds that the product purchased by the buyer is wrong, he can complain to the Shopee platform, and the Shopee platform will intervene to investigate and handle it.

If the buyer applies for a return, the seller has 9 days to negotiate and communicate with the buyer to find a solution. Before there is a clear communication result (agree/disagree to return), please do not click "Reject Return Application".

If the negotiation fails, please click "Reject" again and attach the reason for the refusal. The CS team will decide the dispute at its discretion.

When a buyer requests a refund, the Shopee seller must handle it carefully according to the situation. If the refund is finally agreed, all operations must be performed on the Shopee website to protect Shopee and avoid unnecessary losses.