Shopping on Shopee is now more comfortable and practical thanks to the Free Return Guarantee. For those who don't know, this program is introduced so that buyers can return orders purchased on Shopee for reasons such as damaged goods, not as described, or when the buyer changes their mind upon receiving the item. Of course, this must be in accordance with the terms and conditions set by Shopee. This Shopee program is warmly welcomed and enthusiastically embraced by buyers!  

How not? This answers the doubts of many of those who are still hesitant and doubtful when they want to shop for goods online. Then what about the Seller? Is it true that this program only benefits the Buyer? On the other hand, the Free Return Guarantee gets various different responses from sellers. Some support this program because it opens up more opportunities to attract new buyers and triggers the potential for repeat purchases. However, some also question its policies.

Alasannya, mereka meragukan program ini dan merasa program ini hanya akan memberikan keuntungan bagi para pembeli saja dan ditambah lagi, kekhawatiran akan biaya tambahan yang mungkin dikenakan kepada penjual. Jika dilihat secara gambaran besar, penukaran barang dalam kegiatan berbelanja merupakan hal yang wajar aja, kan? Lalu, dimanakah titik masalahnya? Merasa was-was dengan hal baru yang belum kita pahami sepenuhnya, itu wajar banget. Nah, daripada salah paham, mari kita kupas tuntas tentang program Garansi Bebas Pengembalian untuk penjual.

"Loss for the seller! If only 1 out of many items that the consumer wants to return, should all items be returned?" Who said that? Since February 15th, buyers no longer need to return all items purchased when they want to use the Free Return Guarantee."

"For the convenience of all, buyers can now request returns of goods/funds for only certain quantities. Well, of course, this update is beneficial! Because the process and use of the Free Return Guarantee become more effective and efficient. Some items that are not included in the request for return of goods/funds will still be sold."

"Penjual loses! Incurred multiple shipping costs! Did you know? In this 'Change of Mind' Return Guarantee program, the seller does not have to bear the shipping costs of returning the product from the buyer, you know!"

Until the end of March, if a seller finds shipping costs charged to the seller for returning the "Change of Mind" goods in the Free Return Warranty program, Shopee will refund the shipping costs within 1-3 days to the seller's balance without needing to make any requests. Starting from April 2024, returns of goods and funds with the reason "Change of Mind" will be fully borne by Shopee. The Shopee system will automatically not charge shipping costs to the seller.

"Merchants will lose out! This could be an opportunity for buyers to cheat when returning goods! Don't worry, to ensure that this program benefits all parties and does not harm anyone, Shopee has a system in place to monitor the performance of each account in order to minimize fraud in the Free Return Guarantee process."

If the buyer intentionally commits fraud and returns the goods not in accordance with the terms and conditions, the seller has the authority to reject the buyer's request for a return of goods. The seller can file an appeal if the buyer is proven to have violated the terms of the Free Returns program. The seller is also advised to make a video unboxing when receiving goods from the buyer to be used as valid evidence during the appeal.

Please note! Only eligible buyers are entitled to benefit from the Free Return Guarantee program. Shopee will block buyers who do not meet the requirements or are known to have abused this program.

 In essence, Shopee will continue to provide education to buyers regarding the terms and conditions of the Free Return Guarantee program, both to maintain the condition of the product as it was sent, the packaging of the product including the product/brand label must be well sealed, and others. In fact, Shopee also gives sellers the opportunity to appeal the decision of Shopee's agent after receiving product returns from buyers.

Shopee is also constantly striving to make improvements to the existing Standard Operating Procedures (SOP) as a guide for agents to ensure the right decision-making regarding requests for product/ fund returns. If sellers encounter difficulties in filing an appeal, please inform Shopee's customer service team. If the seller is proven to be correct and wins the appeal, they will receive the sales proceeds and a refund of the shipping costs.

Now you understand that this Free Return Guarantee does not cause any party to suffer losses, let alone be burdened. You must know that this program from Shopee is intentionally presented so that buyers can feel comfortable and secure when ordering desired products online. On the other hand, this program can also be relied upon to target buyers who were previously hesitant to shop and even increase sales from sellers.