Thanks to the efforts of its operations and customer service teams, the e-commerce giant has established an industry-leading standard to better protect consumer rights.
Ms Evelyn Goh, a 48-year-old manager at a pharmaceutical consulting company, often purchases pet supplies online for her dog.previously, which led her to initiate a return request and seek a refund. She expected the process to be a complicated one, but to her relief, found it to be hassle-free.
. This includes equipping its operations and customer service teams with the skills to manage challenges that arise, such as delivery issues and unsatisfactory customer experiences.To foster a worry-free shopping experience and improve customer satisfaction, Shopee aims to maintain an average resolution time of 2.5 working days for processing returns and refunds – surpassing the industry norm of seven days that is recommended by the Consumers Association of Singapore.
Together with his team, Mr Esten Mok, head of operations at Shopee, has put in place a robust dispute management framework to resolve online shopping disputes fairly and promptly.The seamless coordination among Shopee’s customer service teams plays a pivotal role in efficiently addressing customer requests for returns and refunds.
Common reasons for return and refund requests include issues involving incomplete, defective or damaged items, incorrect deliveries or counterfeit products. Ms Chong noted that, on occasion, the teams encounter tricky cases where seeking the expert opinion of a third party becomes necessary. Assisting with such investigations is all in a day’s work for Ms Invioni Theniu, a senior operations associate with Shopee’s customer service team. She manages complex cases that require additional support and are prioritised for further investigation.
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