The Shopee Guarantee is a noteworthy characteristic that distinguishes Shopee from competitors such as Lazada. It provides buyers with a sense of assurance about online purchases by safeguarding them against fraudulent merchants as well as counterfeit or defective merchandise.

Essentially, Shopee Guarantee works by retaining payment for a seller and releasing it only when the buyer acknowledges that the order has been received in excellent condition. If the item proves to be unsatisfactory, the buyer can request a refund through the Shopee app. If buyers have not yet received their orders, Shopee will grant them a one-time, three-day extension of the Shopee Guarantee period at no additional cost. 

Related: Shopee Seller Return and Refund Philippines

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What Does Shopee Guarantee Mean?

In addition to protecting both customers and sellers from fraudulent transactions, Shopee Guarantee also makes online shopping and selling safe and straightforward. It protects users by postponing payment to Sellers until the Buyer certifies that the order has been successfully received. Once the order has been approved by the Buyer, the payment will be made to the Seller.

In this case, the seller’s Days to Ship (DTS) and Estimated Delivery Time (EDT) are taken into consideration, which commences on the day that your payment confirmation is received. Here’s an example of how to go about computing this value:

2 days (shipping time) + 8 days (estimated delivery time) + 5 days (buyer confirmation time) = 15 days.

  • Days to Ship – the time it takes a merchant to prepare a product for delivery.
  • Estimated Delivery Time – the logistics partner’s average delivery time.
  • Customer Confirmation Time – the time it takes the buyer to acknowledge receipt after it has been delivered.

See also: How to Process Orders in Shopee?

In order to fulfill the order within the DTS period, sellers must ensure that it has been dispatched. Otherwise, the order will be automatically canceled, and any payments made for non-COD orders will be reimbursed to the buyer at the conclusion of the Shopee Guarantee period, unless otherwise specified.

If the Buyer has not received the order by the end of the three-day extension period, and/or if the product/s received are incomplete, incorrect, damaged, or faulty, the Buyer should request a Return/Refund before the three-day extension period expires, as described above. 

The request should only be made during the Shopee Guarantee Period. Otherwise, the request will be denied. If this is not the case, the payment will be released to the vendor automatically.

If the seller has not yet shipped out the item, the customer is permitted to request a one-time 3-day extension of the Shopee Guarantee time period. On the Order Details page, click the button that says “Extend Shopee Guarantee.”

Related: Who are Shopee’s Delivery Partners?

How Does Shopee Guarantee Work?

Shopee Guarantee is a feature that allows Shopee to temporarily retain payment in order to confirm that the transaction is successfully completed before releasing the cash to the seller.

Buyer’s Favorite Part of the Shopee Guarantee:

All monies received for each transaction are held in escrow by Shopee and will only be released to the seller after the order has been fully processed and fulfilled. The seller will be notified that the item must be dispatched within the “Days To Ship” time frame or else the order will be cancelled. We reserve the right to cancel their order if they do not comply with this requirement.

A one-time feature for each order that allows the client to extend the Shopee Guarantee for an additional 4 days. This function is only available once per order. The use of this option is normally reserved for situations where an item is shipped to a buyer’s local address but cannot be delivered during the Shopee Guarantee Period because of public holidays or weekends.

Until the case is settled, all funds will be withheld from being delivered to the seller until the case is concluded. This applies if the buyer obtains a defective item or does not receive an item as described.

Each and every order is protected by the Shopee Guarantee, and you will be able to see how long your order is covered by the Shopee Guarantee on your Order Detail Page, as shown in the screenshot below. Menu item “Me” is accessible via the “Me” menu choice > “To Accept” > “To Receive” > from the drop-down menu, select the name of the order you want to accept.

For Orders That Are Yet to Arrive

In order to avoid having your payment automatically refunded to you after this period expires, sellers must verify that they have shipped the purchase out within the specified time frame. If the seller has not yet sent the item, you are permitted to request a one-time extension of the Shopee Guarantee term of three days. In order to do so, go to the Order Details page and click Extend Shopee Guarantee.

For Orders That Should Already Arrive

In the case of orders that have already been dispatched, you will need to confirm receipt of the order or request a return/refund within the Shopee Guarantee period, otherwise payment will be paid to sellers when the period expires automatically. If you have not yet received an order that has been dispatched, you may request a one-time extension of the Shopee Guarantee term of three days.

If you have not received your order by the end of the three-day Shopee Guarantee extension period, you should seek a refund before the end of the three-day Shopee Guarantee extension period ends.

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How to Extend Shopee Guarantee?

How to Extend Shopee Guarantee? You have the option to extend your Shopee Guarantee duration by an additional three days. For more information on how to extend your Shopee Guarantee, please see the following:

Step 1: Select “To Receive” from the “Me” drop-down menu.

Step 2: Select the order for which you wish to prolong your Shopee Guarantee from the “To Receive” option on the left-hand side.

Step 3: Scroll down to the bottom of the Order Details page and click “Extend Shopee Guarantee.”

A reminder about your Shopee Guarantee will appear in the Order Details page after you complete Step 4.

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