Why was my account frozen or banned on Shopee? Shopee account suspension can be caused by several reasons. Maybe you have violated Shopee’s Terms and Conditions. Or the Shopee system has automatically detected an abnormal activity on your Shopee account. So Shopee sellers need to learn more about and comply with Shopee Rules and Policies to prevent account ban/freeze.

This article delves into account suspension on Shopee, providing insights into their causes, consequences, and actionable strategies for sellers to minimize their occurrence.

Why is my account being limited or banned on Shopee?

You need to first distinguish between these statuses of a Shopee account:
Account limitation: Users may suffer from exclusion from marketing campaigns, removal of shipping rebates, deboost listing, suspension of listing creation and updates, and more.

Account freeze: Users are unable to conduct transactions, but will still be able to access their frozen accounts and send chat messages.

Account ban: Users are unable to access their banned accounts.

Account limitations may be imposed on Shopee accounts suspected to have one or more of the following activities. And whether your account is frozen or banned depends on the severity of the violation.
The violations include, but are not limited to the following 7 types:

1. Severe Listing Violations

Listings will be deleted if they constitute a serious violation of Shopee's policies. Sellers who violate Shopee’s listing policies will earn penalty points under the Seller Penalty Points system. Sellers with a high number of spam, prohibited and/or counterfeit listings will receive 2 penalty points.

Sellers who have accumulated a high number of penalty points (such as 15 penalty points) for listing violations will also have their listing limit temporarily reduced for 28 days. In addition, they may face reduced seller privileges, account suspension, or even termination in severe cases.

2. High Non-Fulfilment Rate or High Late Shipment Rate

Non-Fulfillment Rate (NFR) is the percentage of orders (out of total orders) that were either canceled or returned in the past 7 days. Orders canceled by Sellers, Shopee system, and Buyers due to “seller asked to cancel” are taken into consideration when computing the non-fulfilment rate. So if you often cancel orders, you will get a high NFR, which may cause your Shopee account to be suspended. And if you are always late in sending orders out, which will also affect your account. 

3. Promotional abuse/False transactions

Sellers (as well as staff who managed your shop) should not buy or attempt to buy from your own shop.

Some of the scenarios that will cause you to incur penalty points under fraud for false transactions are as follow:

• Buyer is having issues while trying to checkout from your shop. While you try to understand what went wrong, you try to replicate the issue by trying to buy/checkout from your own shop.

• Buyer is having issues applying Shopee/Seller voucher during checkout. While you try to understand what went wrong, you try to replicate the issue by trying to buy/checkout from your own shop with the voucher code.

4. Brushing fraud

Brushing refers to the deceitful act of creating fake orders, writing positive reviews, and generating fake followers and product likes to improve their shop or product ratings and boost sales.

Price manipulation is also considered as an order-brushing activity as it is a deceitful act of manipulating the price of a product with the intention to increase the sales count.

Your account may be restricted if you are found to be engaged in brushing activities. This may include penalty points, which may lead to the account being frozen, and the sold count and rating of the product involved will also be removed.

5. Empty parcel fraud

Examples of empty parcels include:

• A parcel containing nothing inside;

• A parcel containing only an air waybill (AWB), receipt, or thank-you/apology note;

• A parcel containing unrelated items/gifts based on a buyer's order, or anything that is considered low in value (e.g. stone, paper, mask, cardboard).

Shopee adopts a zero-tolerance approach towards empty parcels, as empty parcels cause poor shopping experience and lower buyer's confidence towards our sellers and platform.

Sellers who are found to have sent an empty parcel will receive penalty points based on Shopee's Seller Penalty Points system. Sellers who are found to have sent an empty parcel for the third time will directly get their accounts frozen.

6. Repeated violations on Shopee Feed and/or Shopee Live

If you show inappropriate content on Shopee Live or Shopee Feed, you will get at least 3 seller penalty points, which includes explicit/sensitive content and harassment of others. Repeated severe violations for Shopee Live or Shopee Feed will lead to the Shopee account freeze.

7. Chat Spam

Sellers who do not act in a professional manner will be issued 2 penalty points per week for each of the following violations. And sellers engaging in chat spam will have all future messages blocked. They may also have their accounts banned, and will not be able to conduct any further transactions on Shopee. Chat spam refers to the mass sending of messages to multiple users. Promotional messages that are not malicious will also be considered chat spam if they are not sent via official Shopee tools such as Chat Assistant Auto-Reply, FAQ Assistant, Chat Broadcast, or Open API.

How to fix a restricted or banned Shopee account?

Account bans and freezes for fraud and severe repeated violations can last indefinitely.

If a seller's account was frozen due to an accumulation of 15 seller penalty points within a quarter, this lasts for 28 days and can be extended if a seller accumulates additional penalty points.

You can log into your Shopee Seller Center and go to the Account Health page to check your penalty points received and ongoing punishment, if any.

And you can avoid an account suspension if you have incurred penalty points. Shopee accounts will be suspended if a seller incurs 15 or more seller penalty points in 1 quarter. If you have incurred some penalty points, carefully study the above 7 violations and follow the Shopee policies and guidelines to avoid incurring more or committing severe violations.
 

If you believe your penalty points were issued wrongly and have valid supporting documents, you may submit an appeal for penalty points received. On the Account Health page, click My Penalty [More] > Click [View Violation] > Click [Appeal Here] > Input detail for appeal > Select Orders/Items related to the penalty point > [Confirm].
 

If your account is already frozen or banned, you can reach out to the Shopee Customer Service team or your Relationship Manager (if applicable) and submit an appeal to reinstating your Shopee account. Shopee will withdraw the account suspension and restore your privileges if your appeal is successful.

Monitor your Account Health with BigSeller

BigSeller Store Health can help Shopee sellers monitor the account health status of multiple Shopee stores in one dashboard. Sellers can easily view the performance of different Shopee accounts and identify areas where they can work to achieve better shop ratings, order fulfillment rates, customer service, and sales records.

What’s more, BigSeller offers warning notifications if the system detects there will be any potential penalty points or punishment, allowing sellers to identify risks in advance to ensure the normal operation of your stores.