I am the owner of ayam bakar kalasan mba pur restaurant.
This is the second time I have experienced a deduction from my sales revenue by Shopee on the grounds that there was a customer report claiming the order was not as described.
In the first case, Shopee informed me that there was a complaint from a customer. However, when Shopee later provided the evidence to me, it turned out that the evidence was not authentic and could not be verified. As a result, Shopee eventually returned the deducted funds to me, which clearly shows that the initial deduction was unfounded.
Now, the same issue has happened again for the second time. My funds have once again been deducted based on a customer's claim that the food received did not match the order. Yet again, no clear, valid, or verifiable evidence has been provided.
I have contacted customer service multiple times and have been assisted by several staff members, including Amel, Vera, Wawan, and Hafiz. Unfortunately, instead of resolving the issue, my report was simply marked as completed and closed unilaterally, without any clear explanation or proper resolution.
Shopee only instructed me to submit an appeal via email within 2x24 hours, but I never received any email regarding this appeal process. When I checked again, I found that my case had already been closed by Shopee, without giving me a real opportunity to submit the appeal.
This situation is extremely disappointing and reflects unprofessional service and policies that are harmful to seller partners, especially small businesses and UMKM like mine. Deducting funds without clear evidence and closing cases without proper resolution demonstrates a lack of transparency and accountability from Shopee.
Therefore, I demand:
1. a clear and transparent explanation regarding the customer's complaint.
2. Valid and verifiable evidence supporting the claim used as the basis for the fund deduction.
3. a full refund of my deducted funds if Shopee cannot provide valid proof of any violation.
If situations like this continue to occur, this cannot simply be considered a system error. It can reasonably be seen as an unfair practice that harms seller partners, particularly small business owners.
I expect Shopee to handle this case seriously and professionally, rather than closing reports without a clear and fair resolution.
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