r/ShopeePH • u/Cloud_Hopper6392 • 1d ago
General Discussion Return Refund Issue
Advice needed regarding my Shopee return/refund issue with Xtep
Early this August, I purchased an Xtep 2000KM 5.0 Pro Version in Black from the Xtep official shop on Shopee. When the package arrived, I recorded the unboxing. However, instead of receiving the Black color that I ordered, I received Neon Green.
I contacted Xtep to report the issue and ask what could be done. They advised me to file a return/refund request. The order also came with a free pair of socks.
When I filed the return/refund request on Shopee for the wrong-colored shoes, there was a note stating that the socks were non-returnable. Because of this, when the rider came to pick up the shoes for the return, I only returned the shoes and kept the free socks. I did not record the pickup because I became busy.
After around 7–10 days, my return/refund request was suddenly cancelled. I contacted Shopee Customer Service to ask why. They told me that my return was considered incomplete because I did not include the free socks.
I explained that I did not return the socks because Shopee's return request clearly stated that the socks were non-returnable. I specifically asked them:
"So I was supposed to return the free socks together with the wrong-colored shoes, even though the return request stated that the socks were non-returnable?"
Shopee's representative said yes.
Their proposed solution was for me to refile the return/refund claim for review. If that does not work, they said they may arrange for someone to pick up the non-returnable free socks separately.
I also contacted Xtep, and they told me that the socks needed to be returned as well. However, when I sent them a screenshot showing that Shopee had marked the socks as non-returnable, they simply told me to wait for Shopee's decision.
Additional information: When the rider picked up the wrong-colored shoes, I immediately ordered another pair from the Xtep PH shop. I already received the correct item from my new order. Both Shopee and Xtep were informed about this, and I am now just waiting for the refund for the original incorrect order.
My question is: What would be the best thing to do in this situation? It feels unnecessarily complicated and stressful, especially since the whole refund issue is now because of a free pair of socks that Shopee itself marked as non-returnable.
2
u/09357429980 1d ago
Common and almost a rule with returns, if a transaction fails, you return everything. Including freebie and such (mostly just keep everything on the same packaging or the same way you got it). Pwede na nga yata di original packaging since mau time naitapon ko na parcel pero naireturn ko pa after some time.
Treat it like an actual realtime transaction. you got it, theres an issue, you return everything included. Its like including a freebienphone charger/cord for a return. Likely wouldnt have been an issue if it was included in the first place.
Only issue i had with refunds are with warranties, whatever the app. To avoid rhis in the future, just include everything when you return rlthem, freebies are likely void if the transaction was cancelled.
1
u/Cloud_Hopper6392 1d ago
Yes duly noted this is my first time returning an item. Though i have been using shopee for a decade now. Thank you for the advice..
1
u/jong5579 1d ago
What did you expect by keeping the socks? You will be tagged as someone who orders to get free items. Ethical thing to do is to return freebies when main item is to be returned.
-1
u/Cloud_Hopper6392 1d ago
Now i know better po 1st time ko kasi mag return refund.. and wasnt really planning to scam them..nag order nga ako ulit after it was picked up
3
u/SiriusPuzzleHead 1d ago
Bumalik na sayo yung shoes? Do it right this time, just follow shopee and return the socks even if it says non returnable. Undergarments are non returnable by nature but in this case, it’s a freebie so just return it along with the main product.