Shopee Website 5

Returns and Refunds

Participant’s Guide
Part 1: Returns and Refunds Vocabulary Hunt

Work with your partner to do the following:

 Find the meaning of each item below using this link:
https://help.shopee.ph/s/topic/0TO6F000000QzIBWA0/returns-refunds
 Identify who needs the information: Buyer, Seller, or Both.
 Explain why the buyer, seller, or both need to know it.
Take notes and be ready to discuss your answers with the class.

Terms Who needs it, What it means and Why

1. Return/ Refund
button

Who needs it:

What it means:
Why:
2. Return Request
Approved

Who needs it:

What it means:
Why:
3. Shopee
Resolution Centre

Who needs it:

What it means:
Why:
4. Counteroffer

Who needs it:

What it means:
Why:
5. Modify Offer

Who needs it:

What it means:
Why:
6. Supporting
documents

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Returns and Refunds

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Who needs it:
What it means:
Why:
7. Accept
Cancellation
button
Who needs it:
What it means:
Why:
8. Dispute to
Shopee

Who needs it:

What it means:
Why:
9. Return shipping
cost

Who needs it:

What it means:
Why:
10. Discuss

Who needs it:

What it means:
Why:

Part 2: Shopee Resolution Center (True or False) (20-30 min.)

With your partner, go to https://help.shopee.ph/s/topic/0TO6F000000QzIBWA0/returns-refunds to find out

whether each statement below is true or false.
Take notes and be ready to justify your answers and cite the pages where you found the information.

According to Shopee… True or false? Why?

1. Shopee Guarantee holds the order payment only
when a buyer claims the item is not delivered or
delivered but in a different condition.

2. When buyers raise a non-receipt claim, they

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Returns and Refunds

Participant’s Guide
must provide supporting documents as proof that
they have not received their order.

3. If buyers claim that the order received is in a

different condition, they must immediately
provide a valid shipping proof whether the seller
agrees with the return request or not.

4. Sonia received her order from a local Shopee

seller 2 weeks ago. Because of her busy
schedule, she didn’t get the chance to check out
her purchase until today. She’s immediately
disappointed when she saw the item because it’s
in a different color. Sonia wants to return the item
and get her money back, but she can no longer
raise a claim through Shopee Guarantee as it’s
already past the time frame for the
Return/Refund Request option to remain
available.
5. The seller agrees with your return/refund request
and refunds your payment. Since you paid
through bank transfer, you will see your refund in
your ShopeePay within 24 hours.

Part 3: Case Study

With your partner, read the customer messages below. Identify what the customers’ issues are and outline the
resolutions using Shopee’s Help pages and its Refunds & Return Policy page: https://shopee.ph/docs/3595.
When you outline the resolution, pretend that you’re chatting with the customer.

Be ready to discuss your answers and share where you found the information.

Customer Messages Issue and Resolution

Example: Issue: The seller wants to know if his buyer will still get a refund
even if he rejects the Cancellation request.
“One of my buyers sent me a
Cancellation request. I just shipped the Resolution:
item today, so I don’t want to accept it.  Your buyer will not get a refund if you reject the cancellation
Kaya lang, what happens if ni-reject ko? request.
Just making sure na hindi ma-release  The decision is final once you reject the request. The buyer
yung refund sa kanya” can no longer raise another dispute to cancel the order.
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Returns and Refunds

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 Since you’ve shipped the item, the transaction will continue
as usual.

Sources:
 What happens when I reject the buyer’s cancellation
request?
 What should I do if I receive a cancellation request from the
buyer?
1. “I specifically stated in my listing that Issue:
the Michael Kors pants I’m selling are
pre-loved but are in excellent
condition. Now the buyer wants to Resolution:
return the pants and get her refund
because she said I wasn’t truthful with
the item’s condition. Akala nya brand Sources:
new. Di ko kasalanan hindi sya
nagbabasa. How can you help me?
By the way, ngayon ko pa lang
nabasa yung request nya but this was
sent 3 days ago pa, so I’m not even
sure if may magagawa pa ba ako.”

2. “So ano’ng point ng Shopee Issue:

Guarantee nyo kung hindi namn nag-
cooperate yung seller nyo? Nag-send
ako ng return/refund request pero Resolution:
dinispute nya. So pano ko mare-
rereceive yung refund ko ngayon?
This item is clearly not brand new.” Sources:

3. “I ordered a hair dryer and a hair Issue:

straightener as a Bundle Deal. When I
got it, the hair straightener doesn’t
work. I contacted the seller to return Resolution:
the item, and she wants both items
returned, but I only want to return the
defective hair straightener and get a Sources:
refund just for that. She said that’s not
possible. Is that true? If I return these
items, the seller should pay for the
return shipping fee, right? Also, how
soon will I get my refund?”

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