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Pulangan & Bayaran Balik (Bhg. 4): Dokumen Sokongan Yang Diperlukan Untuk Proses Pertikaian & Siapakah Penanggung Bayaran Penghantaran Balik - Cikgu Shopee
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Pulangan & Bayaran Balik (Bhg. 4): Dokumen Sokongan Yang Diperlukan Untuk Proses Pertikaian & Siapakah Penanggung Bayaran Penghantaran Balik

 Pulangan & Bayaran Balik (Bhg. 4): Dokumen Sokongan Yang Diperlukan Untuk Proses Pertikaian & Siapakah Penanggung Bayaran Penghantaran Balik

Jenis Pertikaian: Tuntutan tidak diterima (Non-Receipt Claim)

  • Tuntutan Tidak Terima (Non-Receipt) dikemukakan terhadap penjual apabila pembeli tidak menerima barang atau menerima pesanan yang tidak lengkap dari pesanan tersebut.
  • Sebagai penjual, anda akan mempunyai 3 hari kalendar untuk mengemukakan bukti berkualiti yang membolehkan kami untuk memeriksa status pengesanan semasa dengan syarikat penghantaran.
  • Pembeli tidak perlu memberikan dokumen semasa mereka membuat tuntutan ini.
Bukti penghantaran rasmi (mis. resit penghantaran, manifes, nota pengiriman) Foto bungkusan / maklumat bungkusan, termasuk maklumat syarikat penghantaran, nombor penjejakan, nama penjual dan pembeli, nombor hubungan, dan alamat penghantaran

Setelah diperiksa oleh Pasukan Pertikaian Shopee, jika pesanan tersebut:

  1. Masih dalam perjalanan:
    Pasukan Shopee akan memberitahu pembeli melalui e-mel & membatalkan tuntutan pembeli.
  2. Hilang dalam perjalanan (Logistik Yang Disokong Shopee – SSL sahaja):
    Pembeli akan dibayar kembali terlebih dahulu sementara pasukan pertikaian kami membantu penjual untuk menuntut pesanan yang hilang sekiranya penjual telah menghantar pesanan dengan Nota Kiriman Shopee.

TIPS!
Shopee akan menuntut pesanan tersebut sebagai ‘Hilang dalam perjalanan’ jika tidak ada kemas kini status penjejakan dalam 14 hari selepas tarikh pengambilan.

Jenis Pertikaian: Pulangan Biasa

  1. Tuntutan pengembalian biasa dikemukakan terhadap penjual apabila:
    ● Pembeli menerima produk yang salah, tidak berfungsi atau rosak.
    ● Penjual tidak menerima produk yang dikembalikan setelah pembeli dan penjual bersetuju dengan permintaan pengembalian.
  2. Pembeli kemudian perlu memberikan bukti yang sah untuk menyokong tuntutan mereka.

Bukti – bukti yang diperlukan:


1. Bukti Bergambar / Video
Kerosakan kotak  pembungkusan, kerosakan barang fizikal, nota pengiriman barang yang diterima, gambar semua barang yang diterima dalam bungkusan).
2. Sejarah komunikasi atau bukti lain yang menunjukkan rundingan terlebih dahulu dengan penjual.

TIPS!
**Bukti video untuk item yang tidak berfungsi diperlukan untuk semakan lanjut.

Kemungkinan Keputusan Hasil Pertikaian

  1. Bayaran sepenuhnya atau sebahagian jumlah sahaja akan diterima oleh pembeli (tanpa pulangan).
  2. Penjual membayar sepenuhnya & barang dikembalikan oleh pembeli.
  3. Pembayaran penuh kepada penjual & permintaan Pulangan / Pembayaran Balik oleh pembeli ditolak.

Siapakah Yang Akan Menanggung Bayaran Penghantaran Balik?

  1. Penjual Mall
    • Penjual kategori ini tidak perlu membayar sebarang kos penghantaran balik.
    • Nombor penjejakan untuk penghantaran balik akan dihasilkan untuk pembeli oleh Shopee.
  2. Bukan Penjual Mall
    • Bayaran penghantaran balik untuk penjual dengan hak Pengembalian Pembeli Percuma (Free Buyer Return) akan ditanggung oleh Shopee.
    • Bagi penjual lain, penjual tidak perlu membayar yuran penghantaran balik tetapi pembeli perlu membayar yuran penghantaran balik terlebih dahulu.
    • Pembeli harus memberikan bukti pengembalian (nota pengiriman) dan resit agar Shopee membayar balik kos penghantaran.

TIPS!
Untuk maklumat lebih lanjut mengenai Pengembalian Pembeli Percuma (Free Buyer Return) dengan Logistik yang Disokong Shopee (Pos Laju), sila klik di SINI.

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Ridhwan Musa

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