Claims for missing or incomplete orders refer to partial loss of items upon receipt

Two Types:

1.Incomplete number of items were received

2. Only the packaging/box was received with no items inside

In both cases, the seller is claiming that they shipped out complete items to the buyer.

Note: Missing/Incomplete is different from non-receipt of items. Non-receipt of items fall under Lost Packages.

How to file Claims for Missing Items?

Provide the following proof taken before the item was shipped out to the buyer
 

1. Clear photo of item/s before packaging and shipment as proof that they are complete( include photos with different angles of the item)

2. Clear photo of item/s properly packaged with readable air waybill. Follow the guidelines on how to properly pack your order.

 

Provide the following proof taken upon receipt of the returned parcel

3. Clear photo of the condition of the item/s and package upon receipt with readable air waybill (Eg, damaged or torn outer box - to show that the package was tampered with )

4. Detailed description of the issue or concern

a. Which item was shipped out

b. Packaging condition when shipped out

c. How the package was received(damaged/ tampered/ good condition)

d. Which item was received, etc

 

Summary of Details Needed for Missing Items:

1. Attach photo of the outer packaging before ship out with readable tracking number on the AWB to show ship out in good condition (include photos with multiple angles)

2. Attach photo(s) of items before packaging and shipment (include photos with different angles of the item)

3. Attach photos of the outer packaging/box and item received with readable tracking number on the AWB to show that the package was tampered with (eg. damaged or torn)

4. Description of the issue Please elaborate on which item was shipped out, package condition of ship out, how package was received (damaged/tampered/good), which item was missing, etc.

 

Reason 2: Wrong / Swapped Items?

Wrong or swapped items are orders received with packages that contain totally different items from what was shipped out.

The seller is claiming that they shipped out the correct items.
 

For example:

1.The seller sent out clothes, but the buyer received slippers.

2.The seller sent out a phone but, the buyer received a piece of rock.

 

How to file Claims for Wrong Items?

Provide the following proof taken before the item was shipped out to the buyer

1. Clear photo of item/s before packaging and shipment as proof that they are correct( include photos with different angles of the item)

2. Clear photo of item/s properly packaged with readable air waybill. Follow the guidelines on how to properly pack your order.

 

Provide the following proof taken upon receipt of the returned parcel

3. Photo of the package condition upon receipt with readable air waybill (Eg. damage or torn - to show that the package was tampered with; or a completely different package to the one shipped out)

4. Photo of the wrong item received(include photos with different angles of the item)

5. Detailed description of the issue or concern

a. Which item was shipped out

b. Packaging condition when shipped out

c. How the package was received(damaged/ tampered/ good condition)

d. Which item was received, etc

 

Reason 3: Damaged Items?

Damaged items are orders that are no longer in good conditions upon receipt despite being shipped out undamaged by the seller.

 

The seller is claiming that they shipped out the items in good condition.

The seller shipped out cereals, but the delivered product has rat bites.

The seller shipped out fragile glass items and they were shattered upon delivery.

 

How to file Claims for damaged Items?

Provide the following evidence taken before the item was shipped out to the buyer

1.Clear photo of item/s before packaging and shipment as proof that they are undamaged

2.Clear photo of Airway Bill or Proof of the Delivery

3.Clear photo of item/s properly packaged with bubble wrap or other protective materials, following the guidelines on how to properly pack your order.

4.Clear photo of the parcel with appropriate special label,  if applicable

5.Clear photo of the package condition upon receipt with readable AWB

6.Clear photo of the item condition upon receipt

7.A detailed description of the damaged item and the packaging conditions upon receipt

 

Guidelines:

For sellers with high volume of orders being fulfilled, videographic proof may be used in place of photos provided that:

• Video proof clearly shows the items before they have been packed, protective materials and special markings used, and the final packaging with visible tracking number on the air waybill.

• Packaging details such as tracking numbers and special labels should be highly visible for verification.

• Videos are of good quality: Select cameras with ideal resolution and focal length, and install them in strategic locations within the packaging area.

• Take note of any obstructions which may affect the quality of images and videos to be captured.

 

Steps for taking quality videographic proof:

• Allocate a clear, sufficient, and well-lit space for the packaging area.

• Configure the CCTV or camera to determine the best settings that will allow footages to be captured clearly.

• Position or install the CCTV or camera near the packaging area at a distance that can capture footages of the item before and after packing, as well as highly readable air waybill details. (Note:Distance may vary depending on the specifications and type of device used.)

• Securely package the items using bubble wrap, seal, and other protective materials following Shopee's packaging guidelines.

• Attach special labels, such as fragile stickers, to the packaging if applicable and hold up the parcel showing these markings in front of the camera for at least 3 seconds.

• Stick the shipping label o the parcel and hold up the final packaging in front of the camera for at least 3 seconds, making sure to show a highly readable tracking number in the airway bill. See to it that your hands are steady to clearly show the air waybill contents.

• When submitting as proof, trim, upload, and submit only portions relevant to the filed claim.
   

Reason 4: Lost Orders?

Lost items are orders that are tagged as LOST by Shopee.

For Lost Orders, Shopee automatically processes payment once parcels are tagged as lost by our logistics partners.

Sellers don’t need to report for claims as the payment will be reflencted in their Seller Balance within 1-2 days of lost tagging.

Please check your Seller Balance to see if the payment has been reverted to your account. If you already checked the Seller Balance an have not yet received the payment, kindly reach out to your Customer Service.   
 

Note: If orders are not yet tagged as LOST, report to Shopee for Follow up Delivery.

 

Reminders:

Claim approval may take 5-7 business days from the date of escalation.

Claims without proof will not be accepted for claims.

Give complete and correct details.

Do NOT submit duplicate entries.

Payment for approved claims will be refunded to your Seller Balance.

Payment is made to Seller Balance on the subsequent Tue/Thurs post-claim approval.

Claims are subjected to investigation.

The whole process of file the claims:

Reasons for SF(shipping fee) Overcharge:

• Seller input incorrect weight/dimension of the product

• Seller didn’t input the dimension of the product

• Actual pickup address is different from the default pickup address

 

How do I file for an appeal?

An appeal may be filed provided that:

a.The seller declared the correct weight and dimensions on Seller Centre.

b.The seller did not change the default pickup address upon booking the order

for pickup.

c.The seller did not offer any shipping fee discounts (Seller Defined Shipping

Promotion).

d.The seller files for an appeal within twenty-five (25) business days (Mon-

Sat) after the order has been tagged delivered.

e.The seller may reach out to Customer Service or their respective Relationship

Manager and provide the necessary supporting documents.

 

Details Needed for Investigation:

 

Providing proof is necessary in order to proceed with investigations. To process appeals.
 

Please provide the following details and photos:

1. Order Details

Affected Order ID(s)

Tracking Number(s)

Quantity of items affected

Declared dimensions in centimeters (Length, Width, and Height) E.g. Length - 62 Width - 6, Height - 43

Declared actual weight in kilograms E.g.2.7 kg

2.Clear photo of the item with packaging being measured for its length width & height using a measuring tape(in centimeters)

3.Clear photo of the item with packaging being measured for its actual weight using a weighing scale(in Kilograms)
 

Avoiding Damages: Follow Proper Packaging Guidelines

• For Pouches (Standard Delivery Only):

a.Weight for all parcel size should not exceed 5 kg

b.Make sure buyer's orders can fit in the pouch

• For Own Packaging:

a.Choose a box with the right size to ensure that products don't get damaged in transit (this can also avoid exceeding the shipping fee calculated by Shopee system)

b.Securely wrap your product in packing material such as bubble wrap (at least 2 rolls).

c.Fill with adequate inner-filling material (e.g. foam wrap,foam peanuts, crumpled paper, corrugated inserts) to avoid movement of the products inside the box.

• Packing Tips:

a.Seal all edges and/or openings of the packages properly with the H-shape taping for maximum strength.

b.For high-value products, attach a security seal marking.

c.Use special labels which are eye-catching and easily visible for special products, especially for FRAGILE items.

d.DO NOT disclose items packed inside the parcel.

• Filing Claims: Always Be Ready with Proof

a.Before Ship Out: Make it a habit to take photos of the item before and after packaging. Make sure that the AWB details are clearly seen.

b.Evaluating Return/Refund Requests: Ask for photos of the item content and condition upon receipt of the buyer. Make sure that the AWB details are clearly seen

c.Upon RTS: Take photos of the item content and condition upon receipt. Make sure that the AWB details are clearly seen.

d.Filing Claims: File for claims immediately, especially for Damaged Items.Clearly describe the issue and provide all needed proofs for faster a investigation.
 

How to Avoid Discrepancies？

• Declare Proper Actual Weight and Dimension

• Measure Items AFTER Packaging
• Measure and Package Multiple Items Correctly
• Properly Package Items in Pouches
• Properly Package Irregular Items
• Do not change the Default Pickup Address

PS: Ensure that you measure the parcel once it’s properly packaged inside a box or a pouch.

Upon receiving a dispute request, Shopee will investigate the case and come to a fair resolution after reviewing the evidence submitted by buyers and/or sellers. This will take around 7-9 working days from the date the dispute was raised, which may be subject to changes depending on the reason for return/refund.

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Recommendation Corner:

The buyer asked for a return because the goods were not right?

Was the package switched during shipping?

In such a situation, the platform will definitely require the seller to provide evidence. The seller needs to provide photos or videos of the package during packaging and delivery as evidence.

Based on the current video requirements, you can see Shipping label information.

📌Suggested precautions for photo content are as follows:

1. You can take multiple photos;

2. The photo must include AWB, product packaging, and the product itself;

3. If you want to avoid subsequent disputes over freight overcharges, you can also take a photo of the weight and size measurements.

📓Packing tips:

Recently, many sellers have reported that their packages have been stolen. It is recommended to seal attached valuables and indicate that a video needs to be recorded for unboxing. No video, no after-sales service.

📜Note: BigSeller Scan to Send Image Function is completely free! ! The seller takes photos of the product while packing it, and the photos will be automatically sent to the buyer. In case of disputes, you will have sufficient evidence.

📲📩Want to learn more, have a look with the link below:

Scan to Send Image
 

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