Earlier this year, the U.S. Trade Representative (USTR) flagged Shopee in its 2023 Notorious Markets List for counterfeiting concerns. Their report pointed to a high volume of counterfeit items reported by rights holders. In response, Shopee has implemented the 3x Money Back Guarantee to strengthen consumer confidence.
In the new Shopee Money Back Guarantee policy, shoppers who receive counterfeit items are entitled to a refund worth three times the original purchase price. This offers an incredible benefit not only to buyers but also to Shopee sellers.
But how does it work? What are the requirements for the Triple Money Back Guarantee on Shopee? What advantage can you get if you are selling on Shopee?
What Exactly is the Shopee 3x Money Back Guarantee?
Launched in April 2024, the 3x Money Back Guarantee policy is one of the most recent moves of Shopee to solidify this commitment to offering authentic products from well-known brands and authorized distributors. With this program, buyers who received a counterfeit item from a Shopee Mall seller are eligible for a refund worth three times the amount they originally paid.
This guarantee applies only to orders placed after April 25, 2024. If you think you received a counterfeit item from Shopee Mall, you have a 15-day window from the date you receive the item to initiate a return/refund request.
What Exactly Qualifies as "Counterfeit" on Shopee?
Shopee defines a counterfeit item as a product that imitates an existing brand’s design and quality to deceive buyers. Here are some common indicators of a counterfeit item:
- Poor quality materials and construction
- Logos or brand names that appear misspelled or slightly off-brand
- Packaging that looks cheap or poorly made
- Missing serial numbers or authenticity certificates (if applicable)
How to Claim the 3x Money Back Guarantee (For Buyers)?
So, you believe you’ve received a counterfeit item from a Shopee Mall seller. Here’s a step-by-step guide on initiating a return/refund request through the Shopee App:
Step#1: Access the Return and Refund Page
To start processing the 3x Money Back Guarantee, open the Shopee App and log in to your account.
Go to the “Me” tab and tap on “My Purchases.” Under the tab, find the specific order containing the suspected counterfeit item, then Select the order and tap on the “Return/Refund” button
Step#2: Specify the Issue
On the return/refund screen, choose the option “I have received my items but there are issues.” A list of your order items will appear. Select the product(s) you believe to be counterfeit.
Step#3: Provide Evidence
You need to provide evidence that the item you received from Shopee Mall is counterfeit. To start the claim, head to the “Reason” section, and choose “Counterfeit items.
Step#4: Upload Images
Under “Provide Evidence,” upload clear photos of the counterfeit item. Make sure to highlight any inconsistencies with the original brand, such as poor-quality materials, stitching, or logos.
Since you can upload multiple photos, include pictures of the receipt, packaging, or any other details that demonstrate the item’s inauthenticity. The more evidence you provide, the stronger your claim will be.
Step#5: Provide Description
In the “Description” section, clearly state your belief that the item is counterfeit. Be specific about the inconsistencies you’ve observed. For example, a misspelled logo or poor material quality.
Step#6: Submit Your Request
Once you’ve uploaded all the necessary evidence and explanations, carefully review your request. If everything looks accurate, tap on “Submit” to formally initiate your return/refund request.
Shopee's Review Process
Shopee will review your claim within 2 working days. The buyer will receive updates and notifications regarding the progress of the claim through the Shopee App.
If Shopee approves the claim, the buyer will receive a full refund for the item, along with an additional two times the original purchase price. In some cases, Shopee might require you to return the counterfeit item to the seller.
On the other hand, if the claim is rejected, Shopee may or may not have a detailed explanation for their decision. According to the terms of the program, Shopee reserves the right not to disclose the reasons for unsuccessful 100% Authentic Guarantee claims.
However, you still have the option to appeal their decision if you believe it’s incorrect.
Discussion and Settlement With the Seller
The Shopee Mall 3x Money Back Guarantee allows buyers to seek recourse for suspected counterfeit items. However, after submitting your return/refund request with supporting evidence, the seller may contact the buyer for a counteroffer.
Here’s a breakdown of the three options you’ll have:
- Accept the offer: If the seller’s counteroffer aligns with your expectations and resolves your concerns, you can readily accept it. This option cancels your 3x Money Back guarantee claim.
- Counter-Offer: This option allows you to negotiate further. If you have strong evidence supporting your claim, you can counter with a request for a full refund as per the 3x Money Back Guarantee.
- Reject and Continue with Return and Refund: If the seller’s counteroffer doesn’t meet your needs, you can choose to reject it and proceed with the return/refund process as initially initiated.
Calculation and Payment Processing
When the claim for Shopee Mall 3x Money Back Guarantee is approved, the buyer will get a refund worth three times the price of the product. This will then be split into two payments.
The first payment is a full refund for the order amount using your original payment method. Processing typically takes 1-14 days, though it can extend to 5-45 days for credit card purchases.
The second payment is the bonus refund. As an added benefit, the buyer will receive an additional two times the original purchase price. This bonus amount will be credited to the buyer’s Shopee Pay account within 4-17 working days of claim approval.
Let’s have a calculation example:
Let’s say, you bought an iPhone charger from a Shopee Mall seller for ₱1,000. Upon receiving it, you suspect it’s counterfeit and file a claim under the 3x Money Back Guarantee. If your claim is approved, you’ll receive:
- First payment: a full refund of ₱1,000 for the original purchase price.
- Second payment: you receive ₱1,000 x 2 (multiplier) = ₱2,000 from Shopee
This totals a return of ₱1,000 (refund) + ₱2,000 (bonus) = ₱3,000 for the counterfeit charger.
Other Important Terms and Requirements for 3x Money Back
To sum up, we’ll summarize here the important details of the triple Money Back Guarantee Policy of Shopee:
- Shopee 3x Money Back Guarantee only covers purchases made from Shopee Mall sellers.
- The Shopee Mall 3x Money Back Guarantee applies solely to counterfeit items.
- If a genuine product arrives damaged during shipping, the standard Shopee return policy will be followed, not the 3x Money Back Guarantee.
- You have a 15-day window from the date you receive the item to initiate a return/refund request.
- The quality of your evidence plays a critical role in the success of your claim.
- The refund is split into two payments: a full one to your original payment method and a bonus to your ShopeePay account.
Why Does This Matter for Shopee Sellers as Well?
Shopee’s 3x Money Back Guarantee isn’t just about protecting buyers. It offers significant advantages to Shopee Mall sellers like you.
By prioritizing authenticity, the guarantee strengthens Shopee Mall’s brand image as a reliable platform for both buyers and sellers. This attracts more customers seeking genuine products.
Additionally, the clear framework for handling counterfeit claims minimizes disputes and potential financial losses. By incentivizing authenticity, the triple money-back guarantee creates a fairer marketplace for honest sellers (like you).
In the long run, building trust with buyers became a lot easier. This can lead to increased sales and a positive brand reputation.
Now, want to sell on Shopee Mall and thrive? Be Global E-commerce Corporation can help you. From warehousing and fulfillment to store management and marketing, our entire team will be on your journey to success.
Contact Us today and let us help you sell more on Shopee!
