Shopee is one of the largest e-commerce platforms in Southeast Asia, renowned for its buyer protection policies as well as seller protection. However, the notion that Shopee is considered "Buyer Protection, Seller Neglect" is debatable, whether it's a fact or just an assessment from the perspective of some sellers on this platform following a series of new policies being implemented.
These policies are said to "squeeze" sellers
15-day free return policy
Shopee extends its return policy to 15 days instead of 7 days, allowing customers to return items if they are not satisfied with their purchase. This has left some sellers feeling aggrieved, as they believe the platform is excessively favoring buyers and exerting pressure on sellers.
Buyers can return goods within 15 days, return goods if "don't like"
Previously, Shopee allowed buyers to return items within 3-7 days, depending on whether the purchase was made on the regular Shopee platform or Shopee Mall. Currently, this period has been doubled to 15 days. In the return process, Shopee acts as an intermediary to assess the reasons for return, then inspects and handles complaints according to regulations.
There are various reasons for which buyers are allowed to return items, including defective products, unusable items, counterfeit or fake goods, items differing from the description, used items, expired items, etc. Additionally, in the latest update, Shopee allows buyers to return items with the reason being a change of mind. This reason is deemed unreasonable from the perspective of sellers.
Under this policy, buyers have the right to exchange or return items free of charge within 15 days from the date of receipt. However, there are some important points to note:
- Return conditions: To ensure that returns are accepted, the product must meet certain conditions, including maintaining a new and unused condition, retaining original tags and packaging, and other conditions depending on the specific policy of each product.
- Return period: Buyers have a 15-day period from the date of receipt to request free returns. After this period, different return policies may apply, or the product may not be accepted for return.
- Return process: Buyers need to follow the return steps on the Shopee app or website, including contacting the seller and sending back the product as instructed.
Although Shopee has established certain return conditions for buyers, the stringency of these regulations is not significant. In most cases, return requests are approved, and refunds are often processed promptly, sometimes immediately upon return to the shipper.
Change penalty point calculation rules for SLA (delivery standards) section
Shopee adjusts the Service Level Agreement (SLA) for delivery to enhance the online shopping experience of users on the platform. These adjustments are typically made based on feedback from users and information about delivery performance and can help improve the shopping experience on Shopee.
From April 1, 2024, Shopee will start implementing a star rating penalty system for cases of delayed delivery. Specifically:
The processing time for orders using Express and Bulk Delivery methods is as follows
Sellers need to confirm orders before the deadline below to be able to select the pickup time for the shipping unit to collect the items on the same day:
- For VN Post: 12:00 PM
- For J&T and Ninja Van: 4:00 PM
- For other courier services: 3:00 PM
The specific order processing schedule for the week is as follows:
Adjusting the delivery times, while it may enhance the shopping experience and satisfaction for buyers, can indeed pose challenges for sellers, especially when they are unable to complete the handover to the courier on time. This has led to many businesses and sellers being penalized with star rating penalties, impacting the reputation and business outcomes of their stores in a short period of time.
Program "Fast delivery on time - Late delivery and receive gifts"
The "On-Time Delivery, Late Delivery, Receive a Gift" program by Shopee is a promotional program aimed at encouraging timely delivery from sellers and shipping partners on the Shopee platform.
The basic operation of this program is as follows:
- On-Time Delivery: Sellers commit to delivering orders within the specified timeframe as advertised on the product page or as agreed upon with the buyer. This includes selecting appropriate shipping methods to ensure that the product can reach the buyer in the shortest possible time.
- Late Delivery, Receive a Gift: In case an order is delivered late compared to the "Guaranteed Delivery Date" provided by Shopee, Shopee may offer incentives or small rewards to the buyer, such as discount codes, reward points, or other offers, to compensate for the inconvenience.
This program helps create high expectations and demands for the quality of delivery services from sellers and shipping partners, as well as enhances the trust and satisfaction of buyers on the Shopee platform.
Although currently the vouchers refunded to buyers are fully funded by Shopee, it also creates pressure for sellers and shipping partners to improve their delivery processes and enhance customer care.
Standing between the interests of buyers and sellers on e-commerce
From a series of policies above, it is evident that Shopee truly favors and cares for buyers on its platform. All of these demonstrate Shopee's commitment to creating a safe, convenient, and reliable online shopping environment for buyers.
Buyers are the creators of consumer demand; they seek and purchase products and services from sellers on Shopee. Buyer satisfaction plays a crucial role in maintaining and growing the user community on this platform.
Sellers, on the other hand, provide products and services to meet the needs of buyers. They play a vital role in delivering quality products and good support services to generate satisfaction and trust from buyers.
The relationship between buyers and sellers is a two-way interaction system, where both parties depend on each other to create a positive and effective online shopping environment. This is particularly important in the e-commerce industry, where the trust and satisfaction of both buyers and sellers are decisive factors in the success of the platform.
Therefore, is Shopee really "abandoning sellers" or is this "favoritism" just a strategy to give Shopee a competitive advantage over other e-commerce platforms? Let's discuss this issue together with UpBase!
