Every Shopee seller dreams of smooth sales and happy customers, but reality sometimes throws in a few bumps, like complaints and refund requests. It’s never fun dealing with an unhappy buyer, but here’s the truth: how you handle these situations can define your success.

A slow or unhelpful response may push buyers away, while a quick and fair resolution can build trust and bring in repeat customers. Instead of seeing complaints as a hassle, think of them as opportunities to improve your service and strengthen your reputation.

This guide will show you the best ways to manage refunds and complaints on while keeping your customers satisfied.

1. Understand Shopee’s Return & Refund Policy

Before handling customer complaints, it’s important to know how Shopee’s Return & Refund policy works. Shopee reviews all refund and return requests first to ensure fairness. Buyers can either ask for a Refund Only or a Return & Refund, depending on their issue. If a seller disagrees with Shopee’s decision, they can dispute it by providing valid proof.

Shopee allows refunds and returns under these conditions:

• The item is defective, damaged, or significantly different from the description.

• The wrong item was sent.

• Missing parts or incomplete orders.

• The item was not received by the buyer.

• The product is expired (for food or beauty items).

For orders shipped via Shopee Supported Logistics (SSL), Shopee helps check the parcel status if the buyer claims they didn’t receive it. But if you use non-SSL couriers, you’ll need to provide proof of shipment and work with the courier to resolve lost parcel cases. Sometimes, Shopee may approve refunds without requiring the item to be returned. However, sellers can dispute this if they think it’s unfair. Shopee also encourages sellers to negotiate partial refunds when possible, to minimise losses while keeping customers happy.
 

2. How to Handle Customer Complaints Like a Pro

When a buyer messages you with a complaint, the first thing to do is respond quickly. A delayed reply can make them even more frustrated, so aim to answer within 24 hours. Stay calm, even if their message seems aggressive. A simple apology like, "I’m really sorry to hear about this issue, let me help you sort it out," can ease tensions right away.

Next, verify their complaint. If they claim the product was damaged, ask for photos or videos so you can see the issue yourself. Double-check your product descriptions, order details, and shipping records to ensure everything was correct on your end. If the issue is delivery-related, reach out to the courier to get updates.

Once you have all the details, offer the best possible solution:

• If the product was truly faulty, a full refund or replacement is the best way to resolve it.

• If the damage is minor, a partial refund might be a good option to avoid unnecessary returns.

3. Should You Approve or Dispute a Refund Request?

Not all refund requests are valid. Some customers may try to take advantage of the system, so it’s important to know when to approve a refund and when to dispute it.

Take time to assess each case before deciding:

• Approve Refunds If: Buyer provides clear proof that the item they received is damaged, incorrect, missing parts, or has quality issues.

• Dispute the Refund If: The claim is misleading, the buyer falsely claims non-receipt, or the returned item is used or damaged in a way unrelated to the issue.

Sellers have 3 calendar days to dispute Shopee’s refund decision. Submit clear evidence like photos, videos, or chat history. If your dispute is valid, Shopee may reconsider and change its decision.

4. Handling Negative Reviews Without Stress

A negative review can feel discouraging, but it’s not the end of the world. The key is to handle it well. Always acknowledge the customer’s feedback, even if you disagree.

• Respond Professionally: A simple "Thank you for your review. We’re sorry you had this experience, and we’d love to make it right," shows professionalism and a willingness to improve.

• Request a Review Update: If the issue is resolved, politely ask the buyer if they’d consider updating their review.

• Use Positive Language: Show understanding and reassure customers that their feedback helps you improve.

• Learn from Repeated Complaints: If multiple customers report the same issue, take action to fix it. This could mean improving product descriptions, packaging, or shipping methods.

No matter what, never argue with a customer in the reviews section. Keeping your response short, positive, and solution-focused will show future buyers that you are a professional and trustworthy seller.

5. How to Prevent Complaints Before They Happen

The best way to reduce complaints is to prevent them in the first place. Here’s how:

• Write clear and accurate product descriptions so buyers know exactly what they’re getting.

• Use high-quality product photos from different angles to set realistic expectations.

• Ensure secure packaging to avoid damage during shipping. If your product is fragile, add extra padding.

• Stay active on Shopee Chat to answer customer questions before they buy.

• Clearly display your return and refund policy in your shop to manage expectations.

How BigSeller Makes Managing Refunds & Complaints Easier

Dealing with complaints and refunds may not be fun, but when handled well, they can build trust and improve your business. Instead of stressing over every return request or lost parcel, Shopee sellers can use BigSeller to streamline these processes, save time, and keep customers satisfied.

Making Returns Hassle-Free

With BigSeller’s Return Manage functions, you can track and process returns smoothly, whether a buyer requests a refund before or after receiving the package. Updating stock is also a breeze, you can do it manually or with a quick scan, keeping your inventory accurate.
 

Keeping an Eye on Deliveries

Late shipments and lost parcels can lead to unhappy customers and refund disputes. BigSeller’s Logistics Tracking tool puts all your shipping updates in one place, making it easy to monitor deliveries. With real-time tracking, you can quickly step in if something goes wrong, reducing complaints and unnecessary refunds.
 

Automating Responses

BigSeller’s Comment Auto-Reply feature helps by automatically responding based on the star rating. You can set up personalised reply templates, and the system will send responses every two hours. This keeps engagement high, builds trust, and maintains a strong brand image without extra effort.
 

Providing Proof of Shipment

Disputing a refund request? Having solid proof helps. BigSeller’s Capture Proof tool lets you snap and store photos of packages before shipping, so you have evidence if a buyer claims they never received their order.
 

Want to simplify refund and complaint management? Try BigSeller for free today and experience stress-free order processing.
 

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