HI, HOW CAN WE HELP? :: General Help - Shoppymore: Best Online Shopping in Malaysia

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General Help

[Seller Basics] How do I start selling on Shoppymore?

[Refund Request] When and how can I apply for a return refund?

If your order is still under "To Receive" tab, please do proceed to request for return/refund if you,

1) Did not receive the order.

2) Received an incomplete product. (missing quantity or accessories)

3) Received the wrong product(s). (e.g. wrong size, wrong colour, different product)

4) Received a product with physical damage. (e.g. dented, scratched, broken)

5) Received a faulty product. (e.g. malfunction, does not work as intended)

*Note: If your order is completed, please do follow the steps in the article "My order is completed, can I still raise a return/refund request?".

To request for Return / Refund

1) From your Shoppymore App, click on "Me" and search for your order in "To Receive".

2) You will be able to click the name of your order and then click the "Request for return / refund" button at the bottom of the page.

While proposing a solution

After you clicked "Return / Refund", you will need to:

1) Select the item you would like to request for a refund.

2) Provide the reason for the refund request.

3) Insert picture proof of your claim. (Can insert up to 3 picture)

4) Describe the situation in detail to support your claim.

5) Propose a solution you would like to receive, either to get a refund only or to return the item before receiving your refund.

6) Insert the acceptable refund amount that you would like to request and submit.

7) Once it is updated, click submit and the seller will be notified instantly regarding your refund request.

Follow up on your case

1) After you have successfully requested a refund, the seller will be given 3 days to respond to your case to either dispute your case or counter your proposal. You will be able to check for any updates through the "Discuss" button of your case.

*Discuss also allows you to update additional supporting documents (pictures) or chat with the seller about the case for both the seller and Shoppymore to assist you in case either party disputed the case.

2) In the event the seller counter proposed your proposal you can then choose to "dispute the case", "Counter" another offer or to "Accept" their counter proposal.

*You are advised to keep an eye on the case and may need you to respond in time should the seller / Shoppymore need more proof from your end. The case will auto accept the seller's final proposal if you fail to respond to their counter proposal within 3 days.

To ensure the case can be processed speedily, it is best for you to refer to our article "What are the supporting documents required for a refund request case?".

[Buyer Basics] Can I get the refund for my cancelled order?

[Buyer Basics] How to check where my order is? What is my order's Shipping Status?

Special Announcement for COVID-19

As announced by our Prime Minister, Tan Sri Muhyiddin Yassin, the National Restricted Movement Control Order (MCO) will take effect from time to time during the pandemic and based on announcements by the National Security council NSC). As we clarify this directive with the relevant authorities, we would like to announce a few immediate steps we’re taking to help your business adjust during this period:

For all sellers, do check out our article in Seller Education Hub for you to get the latest updates regarding COVID 19 that may be affecting you directly.

For all buyers, please do stay at home as much as possible and practice good personal hygiene as much as possible especially if you cannot avoid leaving your house.

Here are a few things about Shoppymore to keep in mind as we go through this difficult period together.

1. Courier Services

All Shoppymore logistics partners (Easy Parcel, Mr.Speedy, Lalamove and Teleport) will be operating as usual. Do expect some delays in receiving your order(s) especially if you have placed order(s) with the office delivery address if applicable.

Easy Parcel -https://easyparcel.com/my/en/c...

Mr Speedy-https://intercom.help/mrspeedy...

Lalamove- https://www.lalamove.com/

Teleport-https://www.teleport.asia/

Poslaju-https://www.pos.com.my/

2. Delivery Address

You have a few options if you have placed order(s) with office delivery addresses.

If your parcel is shipped, you can get in touch with the couriers to request for a re-routing. You may try to re-route it to your current address for collections.

If you placed the order recently and the order has not been updated with any tracking number, you can try to change the address to your current address. Otherwise you can also request to cancel the order and place a new order with the correct address. Refer: "Can I change my address after placing an order?".

Certain couriers may not support / allow re-routing of the parcels. Hence you may need to collect your parcel(s) at the designated courier branch which will be updated in the parcels' delivery status accordingly. You may check our article for more information on how to check your shipping status: "How can I track my order's Shipping Status?".

If you cannot proceed to collect the parcel (>10km from your location), please do proceed to request for refund as the parcel will eventually be shipped back to the seller. You can place a new purchase with the correct address after receiving the refund.

If you do not want to wait for the delayed shipments or call for a re-route or collect it from the designated courier branch, you may cancel the order / request for refund from your end. Check our article here for more information about cancelling your order or request for a refund for your order: "How to cancel my order?" or "When and how can I apply for a return refund?".

3. Safety Measures

We are constantly working closely with our sellers and logistics partners to ensure all necessary precautionary measures are done to ensure your safety.

4. Shoppymore Customer Service

Shoppymore Customer Service channels will operate as usual from Monday to Saturday 10.30am - 8.00 pm except for Sunday and public holidays.

If your order is currently in transit, you may want to contact the relevant courier company for their assistance regarding delivery of your parcels or change of addresses. Refer to the above for the contact number of each Shoppymore Supported Logistics Partners.

5. Order Cancellation

You may request for instant cancellation of your order should the seller have not "arranged shipment" for your order. Once the seller arranges shipment the order will be updated with its relevant tracking number. Any request for cancellation after this will require seller's approval.

*Note: In the event if the seller updated tracking number but did not actually send the parcel to be shipped by the courier (or no tracking status updated), your order be cancelled automatically within 7 days. In such an event it may be better and faster for you to get the refund and purchase the item from another seller which may ship it out sooner than the previous seller.

You can use the steps below to check if the seller had arranged shipment for your order.

6. Return of Parcels

In the event that you need to send any returned parcel back to the seller, please do proceed to return the parcel within 3 days of your return request (your request may be rejected if the parcel is not being shipped for return in time).

Please do ensure that the returned parcel has been securely prepared with all relevant items to be sent back to the seller. If you have not requested a refund and do not know how to request it, please do read "When and how can I apply for a return /refund?".

In the face of this pandemic, please take care of your health, family and staff. Shoppymore is committed to help you through this period and we will do our best to ensure Malaysians and our loyal customers worldwide get the access to the essentials which are needed.

Please stay at home, practice personal hygiene and stay safe.

[Free Shipping Program] How do I join Shoppymore's Free Shipping Program?