争议处理的证明文件

向Shopee提出争议后,您将需要根据争议声明的性质提供证明文件:


未收款索偿

当买方声称他/她尚未收到产品并且提出了未收货索赔时,付款将由Shopee Guarantee保留。 

如果卖方拒绝了未收货的索赔并提出争议,Shopee将继续从卖方处收集以下证明文件:

  1. 正式运输证明 

交货收据和跟踪号(如果有)。

  1. 包裹包装的照片/信息

包括送货公司的信息,跟踪号,买卖双方的姓名,联系电话,送货地址和邮票。

如果提供了有效的运输证明,则由于未收到买家的退货/退款请求将被拒绝。


正常回报

如果买方收到错误,有缺陷或损坏的产品,则可以要求退货或退款。如果卖方不同意退货/退款要求,则会引发争议。

在买卖双方同意退货请求后,也可以提出争议,但是:

  1. 卖方未收到退回的产品。然后,买方将需要提供有效的运输证明才能退款。

  2. 卖方不同意退货的条件。 


shopee官网原文详情:   

Supporting documents for the dispute process

Once you've raised a dispute to Shopee, you will need supporting documents based on the nature of the dispute claim:


Non-receipt Claim

When a buyer claims that he/she has yet to receive the product(s) and a non-receipt claim is raised, the payment will be held by Shopee Guarantee. 

If the seller rejects the non-receipt claim and raises a dispute, Shopee will proceed to gather these supporting documents from the seller:

  1. Formal shipping proof 

Delivery receipt and tracking number, if any.

  1. Photo/information of parcel package

Including information of delivery company, tracking number, seller's and buyer's name, contact number, shipping address and postal stamp.

If a valid shipping proof is provided, buyer's return/refund request due to non-receipt will be denied.


Normal Returns

Buyer can request for a return or refund if he/she received a wrong, defective or damaged product. A dispute can be raised if the seller does not agree with the return/refund request.

A dispute can also be raised after the buyer and seller have agreed on a return request but:

  1. The seller does not receive the returned product. The buyer will then need to provide a valid shipping proof to get a refund.

  2. The seller disagrees with the condition of the returned product. 


爭議處理的證明文件

向Shopee提出爭議後,您將需要根據爭議聲明的性質提供證明文件:


未收款索賠

當買方聲稱他/她尚未收到產品並且提出了未收貨索賠時,付款將由Shopee Guarantee保留。 

如果賣方拒絕了未收貨的索賠並提出爭議,Shopee將繼續從賣方處收集以下證明文件:

  1. 正式運輸證明 

交貨收據和跟踪號(如果有)。

  1. 包裹包裝的照片/信息

包括送貨公司的信息,跟踪號,買賣雙方的姓名,聯繫電話,送貨地址和郵戳。

如果提供了有效的運輸證明,則由於未收到而導致的買方退貨/退款請求將被拒絕。


正常回報

如果買方收到錯誤,有缺陷或損壞的產品,則可以要求退貨或退款。如果賣方不同意退貨/退款要求,則會引發爭議。

在買賣雙方同意退貨請求後,也可以提出爭議,但是:

  1. 賣方未收到退回的產品。然後,買方將需要提供有效的運輸證明才能退款。

  2. 賣方不同意退貨的條件。 


文章来源:shopee官方网站