Seller claims he's treated like 'slave' by Shopee, rants about packaging rules and 'buyers are king' policies
He feels stuck.
A Shopee seller is unhappy with the packaging rules set by the e-commerce platform and its "buyers are king" policies.
Stomper Anonymous contacted Stomp after reading a March 12 Stomp report about another Shopee seller who had complained about the company's "unfair" refund process.
"Great that finally someone had shared Shopee's bad practice on news," said the Stomper.
"Honestly, we are treated like 'slaves' generating income for them. The right word is really 'unfair'."
One major grievance is the packaging guidelines set by Shopee.
"The rules they set for packaging is really not realistic and environmentally damaging," criticised the Stomper.
"All parcels must be triple-wrapped with bubbles packed in boxes and 'fragile' stickers. If you use better materials like tube bubbles, that will be their excuse to reject your claims for damage by their own courier, Shopee Xpress."
He explained: "Imagine if you have few hundreds orders. Will such packing rules be realistic? The rules are not there to help us pack properly. They're there to prevent you from claiming damage from courier companies including theirs.
"Next, the buyers need not show video of them opening the parcels to prove that items inside is damaged. Even if buyers unpack and deliberately damaged it, just take a picture. They will automatically get a refund as this is done not manually but via auto approved system.
"We had many such doubtful cases and there was nothing we could do but write off the losses and ban the buyers regardless of whether they were genuine or not because we cannot afford further such claims as our margins online are really low."
The Stomper recounted an example: "On one occasion where we had an item that was bent during shipping. It was very obvious they threw super heavy parcels on it. Regardless how well you pack, it is useless.
"We filed a claim but were rejected with no reasons given. This was not the only case. There were many cases where it was obviously the courier's fault, but 99 per cent of all claims were rejected with no reasons given. This is how high-handed they are."
According to Shopee, if sellers adhere to its packaging guidelines and their orders are damaged by the third-party courier, Shopee will compensate the sellers and claim from the courier.
The Stomper also cited cases where buyers use the expensive item and claim it is faulty.
"When we get the items back, we are given a super short time period to file a dispute, like 24 to 48 hours," said the Stomper.
"If you forget or are too busy, case closed and you cannot file an appeal as they make it super hard for you to contact them. Even if you can, the agent handling your case will be changed every time you contact them, forcing you to give up. Even if you manage to file a dispute, for expensive items, 99 per cent of your claims will be rejected even if the buyer was at fault or ignorant."
Explaining why he wants to remain anonymous, the Stomper said: "We prefer not to expose ourselves as now Lazada and many others are getting 'killed' by Shopee using the 'buyers are king' tactic.
"From the way they are handling every case, they are not afraid sellers would close our accounts as they know sellers have no choice. We are stuck.
"At least you know that the reported case was not an isolated case. For many of the so-called damaged parcels, regardless how minimal, as long as the buyers claim damage, they will be refunded and they are not required to return the parcels at the expense of sellers.
"Shopee is using our money to please the buyers to build their customers base."
In response to a Stomp query, a Shopee spokesperson said: "Shopee is committed to creating a fair and seamless shopping experience for both buyers and sellers.
"Our dedication to service excellence is reflected in our policies, which are designed to enhance trust, efficiency, and overall satisfaction across the platform.
"Our Return-Refund and Change of Mind policies play a crucial role in building consumer confidence, encouraging more completed purchases, and driving repeat transactions - ultimately benefiting sellers through increased sales and stronger customer loyalty.
"A smooth and transparent return process has become an essential expectation for online shoppers. By providing a hassle-free experience, Shopee helps sellers attract more buyers and retain returning customers.
"In markets where enhancements to our return policy have been made, we have seen improvements in customer satisfaction, a more efficient resolution process, and an overall increase in sales for sellers.
"Shopee continuously refines our policies to balance the needs of both buyers and sellers, ensuring a trusted and thriving e-commerce ecosystem for all."
