Shopee Tightens Return Policy, Sparking Debate Among Sellers and Buyers

According to Shopee’s new policy, effective from November 24, the return reason “Item is intact but no longer needed” will only apply to two buyer groups: Diamond/Gold tier customers and Shopee VIP members. This is considered one of the platform’s most significant changes in the final quarter of the year.

Under the new rules, if a buyer from an eligible group returns an item due to “no longer needing it,” the product must remain in its original condition, including tags, packaging, accessories, and invoices (if applicable), and must not have been used or altered from its new state. If the item is not returned in its original condition, sellers have the right to refuse the return or file a complaint based on evidence of tampering.

Mr. Nguyễn Mạnh Tấn, Marketing Director at Haravan, an e-commerce and retail solutions provider, believes this tightening of return policies aims to promote responsible shopping. In recent times, returns due to emotional reasons, “change of mind,” or impulse buying have caused significant losses for sellers, ranging from operational costs to risks associated with improper returns.

“The new policy forces consumers to think carefully before placing an order, reducing emotionally driven purchases. Additionally, requiring returned items to be in their original state will help protect sellers and reduce the burden of processing returns,” Mr. Tấn analyzed.

However, this change has sparked mixed reactions among sellers and buyers. Many sellers appreciate the reduced return pressure, but some buyers feel that Shopee’s push for the VIP package, priced at 29,000 VND/month, implies that changing one’s mind comes at an additional cost.

Mr. Thành Nam, a household goods seller, suggests Shopee should add a return reason such as “Want to switch to another product and pay for two-way shipping,” to ensure transparency and prevent abuse of the return policy. He also recommends the platform require video evidence of packaging and unboxing to ensure fairness for both parties.

Meanwhile, buyers have expressed concerns about sellers occasionally delivering incorrect items, providing inaccurate descriptions, or avoiding responsibility, which affects their legitimate rights. Shopee’s stricter return policy further impacts their interests.