Shopee Malaysia Launches 8x Money Back Guarantee
on Mall Brands and Advanced User Protection Initiatives
New #ShopSafewithShopee initiatives offer greater peace of mind
KUALA LUMPUR, 24 JULY 2023 - Shopee announced eight times money back guarantee, up from two times money back, as part of a slew of latest #ShopSafeWithShopee initiatives. #ShopSafewithShopee has resulted in estimated hundreds of new exclusive brand partnerships with Shopee Mall each year. Over 1.5 million fraudulent or prohibited items have been taken down from listings since January 2022.
The marketplace’s June 2023 survey* of over 1,600 buyers discovered that in a month, 68% of Shopee buyers shop frequently from Shopee Mall, with up to three purchases a month. Furthermore, nine in ten buyers said they enjoy added peace of mind on their purchases when they shop from brands on Shopee Mall.
When considering online purchases from Shopee Mall brands, survey respondents place a high priority on authenticity across five key categories: Mobile and Computers, Health & Beauty, Home Appliances, Fashion, and Home and Living. For techies, a significant majority of electronic goods sold through Shopee Mall come with standard product warranties provided by the brands, manufacturers, and retailers.
“We're thrilled to share an exciting update to our 100% Authenticity Guarantee, showcasing our dedication to offering the best shopping experience for our valued shoppers. We're quadrupling our money-back guarantee to eight times the purchase amount as part of our 'Shop Safe with Shopee' initiative as part of our commitment to delivering peace of mind to our users when transacting online," said Kenneth Soh, Head of Marketing at Shopee Malaysia.The initiatives under #ShopSafewithShopee include:
Guaranteeing Consumer Safety
Currently, two thirds of consumers are aware of Shopee Mall’s 100% Authenticity Policy which is the company’s promise to users that they can shop safely and worry less when they purchase from Shopee Mall Sellers. Buyers who receive a counterfeit product from Shopee Mall Seller are, as of 15 July 2023, now entitled to the 8x Money Back Guarantee under this policy (amended upwards from 2x Money Back Guarantee before)**.
Furthermore, Shopee Guarantee is an ongoing feature that protects users by holding the payment to sellers until the buyer confirms receipt of the order. Once the product is being delivered, the buyer will be given three days across the platform or 15 days on Shopee Mall to check the product and request for refund if the product received is not in a satisfactory condition (e.g. damaged, faulty, incomplete, wrong product).
Large, and Growing Partnerships with Exclusive Brands
Shopee Malaysia continues to bring the best shopping experience and deliver greater peace of mind to our shoppers, with hundreds of new brands onboarded on Shopee Mall to date. Shopee Mall is a premium retail space on Shopee for brand owners and authorised distributors. Users can shop with assurance as Shopee has verified these sellers for selling products which are 100 percent authentic and adhere strictly to the 15-day return/refund policy. Shoppers can identify an official seller on Shopee by the Shopee Mall icon on their profile and product pages or find them on Shopee's 100% Authentic Deals microsite.
Proactive and Impactful Deterrence Against IP Infringement
Shopee’s Prohibited and Restricted Items policy expressly prohibits sellers from selling or offering for sale infringing and counterfeit goods. Last year, over 400 sellers’ applications to Shopee Mall were rejected because they either lack credible trademark registrations (as brands) or letters of authorisations (as brand distributors). Over the past year, Shopee also prevented the sale of over 1.5 million prohibited items for suspected IP infringement.
Strengthening Responsible Selling Through Education
Shopee has features and processes that incentivise sellers to maintain high levels of customer satisfaction as well as policies that disincentive them for any violation. At Shopee, we consider seller education an essential component in the fight against IP infringement on ecommerce marketplaces, as it helps foster a culture of responsible selling while encouraging compliance with IP laws and regulations. Our Seller Education Hub on Shopee University features content that makes it easier for our sellers to understand their obligations as sellers, as well as our platform policies with respect to IP rights and other prohibited listings, which includes webinars on Malaysia Brand Protection, Return Policies, and Shopee Mall.
Driving Loyalty through Brand and Mall Memberships
Seven in ten Shopee buyers are aware of Shopee Mall Day, which falls on the 15th of every month, and 33% of them have bought from their favourite brands with the day’s exclusive deals on genuine products. Many of Shopee Mall buyers over-index on purchases of FMCG and Electronics categories because they consume these brands’ products daily or spend more money on it and therefore require long-term warranties.
Shopee Mall also features a new Sampling Counter for buyers to try out branded item products at a trial price for peace of mind. Buyers can buy a sample size from their favourite Shopee Mall Health and Beauty brand, say a facial cleanser, for example, and get a voucher with their purchase for a discount on the full-sized product. Users can also subscribe as members of their favourite brand store to redeem loyalty perks and discounts.