Have you ever experienced a Shopee payment problem? Shopee Pay is a digital wallet service offered by Shopee. When you do a transaction in Shopee, you might experience a Shopee payment problem like the delay process or you have successfully paid but the order is stuck in “To Pay”. This article will give you information on how to solve that problem. Let’s check these out!

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

Buyer Complains That Their Order Stuck In “To Pay” But Payment Has Been Done, What Should I Do?

Most people in the world are doing online shopping nowadays and one of the famous e-commerce platforms is Shopee. Shopee is one of the leading e-commerce platforms in Southeast Asia and Taiwan which offers several products such as consumer electronics, household goods, toys, fashion, sports equipment and groceries. You can buy many things in Shopee.

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Shopee has its own payment method which is called Shopee Pay. Shopee pay is a digital wallet service offered by Shopee. You can use it for several transactions such as online transactions within Shopee, offline transactions with merchants who accept payment via ShopeePay and also receiving or transferring payments to your contacts. You can also withdraw the funds from Shopee pay to your bank account.

Is there any Shopee pay transaction limit? Shopeepay has its transaction limit. This transaction limit is vary which depends on your Shopee account. If you have a basic account, your daily transaction limit is RM 2,999 and RM 4,999 for Premium Account. The monthly transaction limit is RM 4,999 and RM 59,999 for yearly transaction limit.

Read also: Is There Any ShopeePay Transaction Limit in Shopee Malaysia?

When using Shopee pay, there might be a problem too like Shopee payment top up ShopeePay Malaysia failed but charged or the buyer order stuck in “To Pay” but payment has been done. This kind of thing might happen during peak campaign day or during server processing downtime. What should the seller do when the buyer complains then? Here are the tips for seller if this happen to you: 

  • Calm them down. 
  • Ask them to screenshot the payment that they have made for their order.
  • Ask them to wait for 24 hours, if the condition is still the same after 24 hours, ask the buyer to contact Shopee customer service.
  • Assure your customers that their payments are handled by Shopee. If there any excessive payment, Shopee will refund to bank account or refund the payment to their Shopeepay in the following days.

Why Can’t I Make Payment via Shopeepay?

What is Shopeepay benefit? And how to use ShopeePay MY? By using Shopee pay, you can store money from your top ups or Shopee pay refund and then use it again to pay for your next purchase through Shopeepay website or app. You can also  use Shopee pay for offline deals. For those who are the active shopper, you have to make the activation through Shopee pay login. Here are Shopee pay benefits you can receive.

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  • Convenient shopping because you don’t have to use cash anymore. The Shopee wallet aims to provide a more seamless shopping experience to online shoppers.
  • Online security features. You can set your Shopeepay passcode to lock your wallet or use your fingerprint to access and verify your purchases.
  • By linking your bank account, you can use ShopeePay to withdraw money from your mobile wallet. Only a handful of mobile wallets have this feature.
  • Transfer money to other ShopeePay wallets.  You can transfer money to other ShopeePay wallets in just a few taps.
  • Access exclusive promos and vouchers. From big discounts to free shipping vouchers using ShopeePay for your online shopping fee will surely pay off in the long run.

But why is my Shopeepay unavailable when I use it? There are some reasons that make your Shopee payment fail. 

  • You have not activated your ShopeePay account. 
  • Your ShopeePay balance is insufficient for the current checkout. 
  • You may have exceeded your daily,monthly or even yearly Shopee pay transaction limit for Basic and Premium Accounts. 
  • The operating system on your device may be too outdated to work with ShopeePay.

How to Solve Shopee Payment Problem as Sellers?

You might experience a delay in response when using Shopee pay or Shopee installment for a few minutes or even for several hours. This Shopee payment problem usually happens on the peak campaign day or during the server processing downtime. These delays happen due to sudden increase in Shopee traffic which makes an overload and longer processing payment time.

If this happens to your buyer, your buyer might feel anxious and keep asking you regarding their payment problem. As a seller you may not feel stress when your buyer asks you questions about it. If your buyer has pay the order but the order stuck at to pay, you can ask the buyer to  

  • Screenshot of the customer’s “To Pay” page or their order ID
  • screenshot of the payment receipt from the buyer.

Once you have received this information, you can inform Shopee Customer Service on behalf of the buyer or alternatively inform buyers to check with Shopee Customer Service directly to check on the processes directly.
At this point you may also advise them that to secure the purchase, they may attempt another payment to the same order using another payment method. How to change payment methods in Shopee? Here are the steps to change the payment method

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  • Find the order from “To Pay” page
  • Click on the name of the order and you will access the “Order Details” page
  • Click “Change Payment Method” 
  • select the relevant payment method they want and they can proceed with the payment thereon. The payment methods available in Shopee such as credit card, debit card, Shopee pay, Maybank2u, credit card installment, cash payment in retail stores.

You can assure customers that their payments are handled by Shopee, and that any excessive payment made due to multiple successful attempts of payment will be refunded in the following days to ShopeePay.


Who doesn’t know Shopee? Shopee is the leading ecommerce in SouthEast Asia and has its own payment method which is called Shopeepay. You might experience a Shopee payment problem due to traffic increase in Shopee but you don’t need to worry because all of your transactions will be handled by Shopee. You can contact the Shopee customer service to get the information of your transaction details.

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