“How Can I Return an Item to Shopee That I Never Received?” Asks Netizen After Denied Refund Request

A woman took to social media to voice her frustration with online shopping platform Shopee after being asked to return an item she claims she never received. On May 22, Ms. Regina Soh posted on the COMPLAINT SINGAPORE Facebook page, detailing her experience after her refund request was denied.

According to Soh, Shopee informed her that there was Proof of Delivery (POD) indicating the item had been delivered. However, she explained that her seller split her single order into two shipments, and she only received one of them.

When Soh filed for a refund, Shopee requested that she return the undelivered item. Despite her attempts to clarify the situation via email, she encountered numerous issues. “The email experience was worse,” she said. “Each time, a different person handled my reply and did not understand the situation.” Some representatives mistakenly suggested that the second shipment was a replacement order from the seller, which led to the cancellation of her refund request.

Soh argued that if Shopee requires evidence from customers to support their return requests, it should also provide proof of delivery attempts. “They need to demonstrate that an effort was made to inform customers about their delivery,” she stated, highlighting the lack of communication on their part.

In her post, she emphasized the importance of consumer rights, stating, “Without us consumers, there won’t be Shopee. Their business relies on a network effect—no buyers, no sellers. Why do we have to play by Shopee’s playbook?” Soh expressed that the issue wasn’t just about the money; it was about standing up for herself and ensuring fairness in the process.

In response to the situation, a Shopee spokesperson said they had investigated the incident and reached out to Soh to resolve her concern. “We will continue to improve our processes to make online shopping more enjoyable for everyone,” they added.

The Independent Singapore has reached out to both Ms. Soh and Shopee for further comment.