During the course of business on Shopee, encountering complaint cases related to product returns and refunds is inevitable. To assist sellers in effectively handling these situations, below is a detailed guide for each specific case.
1. Products Broken, Damaged
Requirement: Both customer and the shop must have video proof during the product reception.
Reason:
- The shipping unit damaged the goods during transportation.
- Shop personnel damaged the product during packing but were unaware of it.
Resolution:
- Record the packing process, showing function checks of the product (if electronic goods), clearly showing the barcode, QR Code. This video will be evidence for making a claim with Shopee if the customer reports a return due to the above reasons. The video is proof that the product was intact before the shipping unit collected the goods.
- If the customer provides a video of a different product, and the shop has a packing video of the correct product that the customer ordered, the shop is still entitled to a refund since the customer deliberately exchanged products before returning (as it has been proved).
- If the correct product is broken or damaged, the shop will still be refunded due to a shipping fault (by providing enough evidence).
- If the fault lies with the shop's packing personnel, the shop should have its mechanism for handling and accept the loss of that order.
2. Customer Returns the Product Due to Incorrect Delivery, Not as Described
Requirement: Both customer and the shop must have video proof during the product reception.
Reason:
- Shop's packing personnel packed the wrong product.
- The customer deliberately swapped the product, repacked the parcel, and recorded an unboxing video to return and get a refund.
Complaint:
- Record the entire packing process. Prove the product packed by the shop matches the order placed by the customer.
- Shopee will process the complaint and refund the shop if it is proven that the delivered item was not incorrectly picked and the customer intentionally swapped the inside product.
3. Customer Requests a Return Due to Fake or Imitation Products
Requirement: Both customer and shop must have video proof during the product reception (the customer's video must show the genuine product for comparison).
Reason:
- Due to the shop's product.
- The customer swaps with a fake product.
Resolution: Actively message for negotiations with the customer to avoid having the product deleted as a fake or imitation complaint by the customer since Shopee will handle it very strictly.
Complaint:
- Record the product packing video, if it is a genuine brand, then the identifiable parts of the real item should be well-captured.
- The video must show the correct packing of the product introduced + VAT invoice of the product entry (if available) + certification of the genuine product… all proofs that the product is bona fide.
- Make a claim with Shopee if the fault is not by the shop, showing that the returned product is fake whereas the shipped product was genuine.
4. Customer Returns the Product Due to No Longer Needed (With Tags Intact)
In reality, although the package has been opened and the product has been tried on, the tag has been tucked inside to use. The product after being worn gets dirty, smells of the body… when returned to the shop, it has to go through the process of cleaning before selling again, if not treated, the next customer will have a bad experience and possibly leave a negative review.
Resolution:
- Affix a breakable seal to the clothing, placing it at critical positions such as the front of the collar and the chest area. If the order is small, remember to record a video demonstrating that the condition of the tags is intact before dispatching the goods.
- If a customer tries on at home, the condition of the tag will be broken, and if the customer wants to wear it outside, they must remove the seal from the clothes (seals placed in crucial positions prevent wearing them out).
Complaint: If the product is returned, the shop needs to record a video inspection with the shipper, the box might not be intact but if the tag is torn off, it indicates the customer wore it outside. The shop should file a complaint & provide evidence to Shopee’s support.
5. Return and Refund for Fragile Products such as Glassware, Ceramics
Reason: During transportation, it's unavoidable that packages get bumped or dented, causing the packed items within to be damaged, especially for sensitive goods like electronics, ceramics.
Resolution:
- Reinforce with shock-absorbing layers to ensure that the goods inside are less likely to be affected by impacts with other packages when being transported to the sorting warehouse or during delivery.
- Record the packing process at the shop, the shipper taking out the package & the inspection video of the return with the shipper.
Complaint:
- Provide the three videos as evidence of breakage due to transportation or from the customer's side for support in getting a refund back for the Shop.
Lameco is a Premium Enabler of Shopee, we provide solutions that help sellers minimize risks and optimize the business process on Shopee. Contact Lameco today for advice from our team of leading e-commerce experts.