E-Commerce

If customers ask how to register an e-commerce account, please do the following steps:

Sign up through the E-Commerce app:

Go to the My page in the E-Commerce app > select Register > enter Phone Number > select Next > swipe the image to 

the right > enter the Verification Code (OTP) > select Next > set a Password > select Register.

Register through E-Commerce site: 

Select Register on the E-Commerce site > enter Phone Number > select Next > slide the image to the right > select 

Send > enter the Verification Code (OTP) > select Verify > set a Password > select Register.

Category: Inquiry 

Sub Category 1: Application

Sub Category 2: How to Register

Customers can log in to your E-commerce account in 4 (four) ways:

Via Mobile Number / Email / E-commerce Username by entering the password

Open "My page" through the E-commerce application> select Login > enter your Mobile Number, Email or Shopee 

Username and Password > Log In.

Via Mobile Number and OTP

Open the My page through the E-commerce application> select Log in > select Log in with mobile number > enter 

Phone Number > select Next > enter the Verification Code (OTP) > Next.

Through Google, Facebook, WhatsApp or Apple account

Select the third-party account you want to sign in, then follow the instructions.

Via QR code on E-commerce site (scan in E-commerce app)

You can log in to your account through the E-commerce site using the 3 (three) methods above and scan the QR code 

on the Log In page.

To do this, select login on the E-commerce site > select Log in with QR > Scan the QR code with the E-commerce 

application.

To scan the QR code in the E-commerce application, select the Scan QR/Barcode icon on the main page of the E-commerce application > scan the QR code > Confirm Log in.

⚠️Note

*Make sure you don't share your Verification Code (OTP) with anyone.

*If you don't have an E-commerce account yet, find out how to create an E-commerce account.

*If you can't sign in, find out more about why you can't log in.

Category: Inquiry 

Sub Category 1: Application

Sub Category 2: How to Login

Customers can only change the shipping address after Checkout if they meet the following Terms & Conditions: 

• The seller has not arranged the delivery of your package.

• You have not made a payment, or the payment made has not been successful.

• You have never requested a change of address in the booking.                                                                                              

• You can only change the shipping address once per order.

• Change of address does not change the cost of shipping to be greater.

• Delivery service can reach a new delivery address.

• The new delivery address has a geo-location point (specifically for Grab and Gojek delivery services).               

• Do not use delivery services that are holding promotions at the location of the order.

If customers meet all the terms & conditions above, they can change the shipping address. Select Me > select Packaged 

> select the order you want to change the shipping address for > select Change in the Shipping Address section > select 

the address > Confirm.

⚠️Note

If the address you are going to is not saved in the E-Commerce system, please select Add new address on the Select 

Address page.

You cannot change the shipping address or type of delivery service, after your order has been shipped by the Seller.

Category: Inquiry 

Sub Category 1: Shipping

Sub Category 2: Change Address Mechanism

If customers complain about receiving items that do not match the order, please do the following steps:

1. Customers can apply for a return of product/ funds before confirming the order Received. After the refund is 

submitted, the e-commerce team will contact the customer and evaluate the product through direct massage

2. Send the product to the Seller within a maximum period of 5 days, from the time the product delivery notification is 

received. If you do not submit the product within 5 days, the "return of product" will be rejected.

3. Make sure the returned product is still in the following conditions:

a. Complete condition (for the return of Mobile & Accessories products must be accompanied by other components, 

such as chargers, batteries, and others).

b. New conditions (there are exceptions for certain categories).

c. Do not damage due to use by the Buyer after purchase.

Category: Complaint

Sub Category 1: Shipping

Sub Category 2: Wrong Item

If customers complain about not receiving packages due to incorrect delivery addresses, please do the following steps:

1. Request customer data, such as Full name, order number, and correct shipping address

2. Check the system

3. If after checking, an address error is made by the customer, then inform the customer to contact the delivery service 

directly, so that the return of the product is made. *Inform the customer, that the e-commerce party cannot promise 

the return of the product, because it is not the fault of the e-commerce

4. If an error occurs in the delivery service, then immediately create a reporting ticket and forward it to the delivery 

service.

5. Ask customers to wait within a maximum time of 3 x 24 hours

Category: Complaint

Sub Category 1: Shipping

Sub Category 2: Wrong Address

If customers complain about receiving damaged product from their orders, please do the following steps:

1. Customers can apply for a return of product/ funds before confirming Order Received. After the refund is 

submitted, the e-commerce team will contact the customer and evaluate the product that is considered to be 

received in a damaged state through the discussion page. Make sure the customer has a photo and unboxing video 

of the damaged item.

2. Send the product to the Seller within a maximum period of 5 days from the time the product delivery notification is 

received. If within that period you do not submit the product, the return application will be rejected.

3. Please make sure the returned product is a product purchased at the e-commerce store/Seller concerned, and is still 

in the following conditions:

a. Complete condition (for the return of Mobile & Accessories products must be accompanied by other components, 

such as chargers, batteries, and others).

b. New conditions (there are exceptions for certain categories).

c. Not damaged due to use by the Buyer after purchase.

Category: Complaint

Sub Category 1: Shipping

Sub Category 2: Damaged Item

Customers complain of lost e-wallet balances, please do the following steps:

1. Ask the customer to open the e-wallet transaction history

2. Transaction history can be seen on the e-wallet page of the Last Transaction section by:

Click e-wallet on the e-commerce application > Then, look at Last Transaction  at the bottom of the e-wallet page >

To see other transactions and filter them > you can click See More at the bottom of the page.

3. If the customer realizes that he has used the e-wallet balance properly, process to close the case

4. If the customer feels that there is a strange, suspicious transaction, or transaction that the customer feels is not 

doing it, create a reporting ticket and send it to the account security team

Category: Complaint

Sub Category 1: Balance

Sub Category 2: Lost Balance

If customers ask about the mechanism of using the PayLater payment method, please do the following steps:

On the Payment Method page, the PayLater display will follow the following rules:

a. If the price of the item is below Rp50,000, then there are only Buy Now and Pay Later (BNPL) options that will 

appear.

b. If the general limit is Rp0, you won't see Buy Now and Pay Later (BNPL) options.

c. If the general limit is IDR0 and the installment limit is below IDR50,000, then the PayLater payment method cannot 

be selected.

If you already meet the criteria but cannot make payments with PayLater, please contact e-commerce Customer Service.

Category: Inquiry

Sub Category 1: Paylater

Sub Category 2: Paylater Mechanism

If customers complain that transactions using pay later do not update, please do the following steps:

1. Suggest customers to the pay later menu in the e-commerce application

2. Select transaction history, if within 5 minutes the transaction has not appeared, advise the customer to clear the 

cache, by: click my menu > Account settings > Information > Clear cache

3. Ask the customer to return to the paylater menu and check again.

4. If the transaction has been updated, the case is complete

5. If the transaction is still not updated, create a reporting ticket and send it to the Paylater team

Category: Complaint

Sub Category 1: Paylater

Sub Category 2: Paylater Not Update

If  customers ask how to use the promo, please do the following steps:

1. If the customer has a promo code other than the one obtained from e-commerce, the customer can enter the promo 

code by going to the My page > select My promo > select Enter Promo code > enter the promo code you have > 

select Save.

2. You can use promos that are successfully saved on the My Promo page when making payments, according to the 

applicable Terms and Conditions.

If you enter an invalid promo code, the system will display a message that the offer is not available.

Category: Inquiry

Sub Category 1: Promo

Sub Category 2: Promo Mechanism

If customers complain that available promos are not updated, please do the following steps:

1. Suggest customers to the main menu in the e-commerce application

2. Promo usually located on the main banner of the e-commerce application

3. If there is none, ask the customer to clear the cache by clicking my menu > Account settings > Information > Clear 

cache

4. Log out and re-log in the customer's e-commerce application

5. If the promo has appeared, then the process to close the reporting, but if the promo is still not updated, create a 

reporting ticket and send it to the promo team

Category: Complaint

Sub Category 1: Promo

Sub Category 2: Promo Not Update

If customers complain that the e-wallet balance does not increase even though they have topped up, please do the 

following steps:

If the e-wallet balance does not increase after a successful top up, there is a possibility that the customer's 

transaction is still in process. Advise customers to wait within 1x24 hours after the successful top-up process. If the e-

wallet balance does not increase after the deadline, contact e-commerce Customer Service again.

Category: Complaint

Sub Category 1: Balance

Sub Category 2: Balance Not Update