Shopee guarantee is a feature which ensures that the buyer will receive their orders. How does Shopee guarantee works and how to extend it in Malaysia? Do you want to know more about it and about Shopee Malaysia? Let’s check this out!

Read also: What is Shopee Pay And How to Access It in Malaysia

What Is Shopee Guarantee?

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Shopee as the leading ecommerce marketplace in Malaysia has a guarantee feature in the Shopee App so what is Shopee guarantee? Shopee Guarantee is a feature where Shopee will require the buyer to pay upfront for the orders they make and release the payment to you (seller) once your buyer completed their order.

When doing online shopping, you have to pay the order amount first before your order is shipped. Once your payment is verified, the seller will pack and ship your order. You will also receive a notification when the seller input the tracking number of your order. Once the products are being delivered, you are given 3 days to check on your order condition and request for a Shopee guarantee refund.

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you will also get the refund when the Shopee seller did not ship out your order. If you haven’t received your order on the due date you can ask for an extended Shopee guarantee too. But if you do not request the Shopee refund, it will be completed automatically through the expiry of the Shopee guarantee and release the payment to the seller.

Read also: Guide on How To Set Shipping in Shopee Malaysia

Here are Shopee Guarantee Highlight you need to know: 

  • Secured Payment – All orders must be paid in full before you were notified to ship the item out to the buyer. 
  • Valid Shipment – Buyer will be notified once you entered the tracking number and shipped the item for them to check the order’s tracking status.
  • Shipment Delivered – Once the order has been updated as delivered, the buyer will have 3 days to check for defects and request for refund.
  • Payment Release – Payment will be released to the seller immediately once Shopee Guarantee ends or when buyer clicks on “Order Received”.

How Does Shopee Guarantee Work on Shopee Malaysia?

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Shopee extend guarantee is a feature to protect buyers before they accept their orders. How long is Shopee guarantee? Shopee guarantee period is calculated based on seller days to ship and estimated delivery time. If you buy from non Shopee mall seller, you will be given 3 days and 15 days if you buy from Shopee Mall

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Here’s how of Shopee Guarantee works:

  • Shopee Guarantee will make sure that the buyer has paid their order before the seller is being notified to ship the products. Once the buyer has paid the order, the seller has to ship the products within the days to ship period. Buyer will receive a notification when the seller has shipped and insert the tracking number.
  • Once the product is being delivered and the buyer has received the products, the buyer will be given 3 days to check the product and request for refund if the buyer receives the products not in the good condition such as wrong product, damage, incomplete and so on. But if you haven’t received the products on the due date, you can extend Shopee guarantee for 3 extra days. Once the buyer accepts the order by clicking on “Order Received” or once the Shopee Guarantee period ends, the payment will then be released to the sellers. 

For example:

Order was paid on November 01, 2021

Days to Ship = 2 Days

Estimated Delivery Time = 4 Days

Buyer Confirmation Time = 3 Days

Shopee Guarantee Period: 2 (Days to Ship) + 4 (Estimated Delivery Time) + 3 (Buyer Confirmation Time) = 9 days

The estimated delivery times vary. It depends on where the seller and buyer are located, and also the traffic that might happen too. Buyer will be able to see their Shopee warranty claim period in Shopee App through the order details page by following these steps:

  • Go to your Shopee app.
  • Click Me.
  • Select to receive.
  • Click on the order.

How to Extend Shopee Guarantee?

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Now you already know what is the extend Shopee guarantee meaning. You can extend your Shopee Guarantee period for an extra 3 days. To know how to extend Shopee guarantee, you need to take these steps:

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  • Step 1: Tap “To Receive” under the “Me” tab.
  • Step 2: Tap the order that you want to extend your Shopee Guarantee under “To Receive” tab.
  • Step 3: Tap “Extend Shopee Guarantee” at the bottom of the Order Details page.
  • Step 4: You’ll receive a reminder regarding your Shopee Guarantee in Order Details page.

For your additional information, Shopee guarantee can only be extended for one time only. How to cancel Shopee guarantee extended? Once you extend the guarantee, it can only be cancelled when you receive the order and click order. If the order has not arrived after extending the Shopee Guarantee, and there is no response from the seller, the buyer may choose to request a return/refund.

Buyer are allowed to ask for return or refund request in these conditions:

  • Did not receive the order, i.e. filed as a non-receipt claim.
  • Received an incomplete product (missing quantity or accessories).
  • Received the wrong product(s) (e.g. wrong size, wrong colour, different product).
  • Received a product with physical damage (e.g. dented, scratched, broken).
  • Received a faulty product (e.g. malfunction, does not work as intended).
  • Received a counterfeit product.

Here are how to request for return and refund in Shopee:

  • You can view your return/refund requests under Return/Refund in your shop on the Shopee App.
  • Respond to your return/refund request, and choose to Accept Proposal or Discuss with the buyer to find out the reasons behind the request, which will bring you into the Shopee Resolution Centre. 
  • If you require the buyer to return the product before releasing a refund, select an existing address, or Add a new address and Confirm Address.
  • Payment will be released as soon as the process concludes in your favour. However, if a dispute was lodged against the request, it may take up to one month to resolve.


Shopee Guarantee is a feature to protect users by holding the payment to the seller until the buyer confirms receipt of the order. Once the buyer accepts the order by clicking on “Order Received”, the payment will then be released to the seller.

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Besides extending Shopee guarantee, as sellers, you must know how to extend your online sales! By that, you will need the help of Ginee Malaysia because Ginee can help manage your online stores in Shopee and even other marketplaces or ecommerces at once in a single dashboard. Register to Ginee Malaysia now and enjoy all the free features of Ginee!

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