To further improve the shopping experience for both buyers and sellers, Shopee is updating its Shopee Guarantee Period (SGP) policy. This change is designed to increase buyer confidence while ensuring sellers continue to receive payouts on time.

Under the new adjustment, the Shopee Guarantee Period will be extended to 15 days after order delivery for all sellers. Importantly, this update does not delay escrow release to sellers.

What Is the Shopee Guarantee Period (SGP)?

The Shopee Guarantee Period (SGP) is the protection window given to buyers after an order is delivered. During this period, buyers are allowed to submit a Return or Refund (R&R) request if they encounter issues such as receiving the wrong item, damaged goods, or a product that does not match the listing.

What’s New Under the Updated Policy?

With the latest adjustment:

• Buyers now have up to 15 days after order delivery to raise a Return or Refund request

• This policy applies to all seller categories, including:

  • Shopee Mall

  • Preferred Sellers

  • Marketplace Sellers

By extending the guarantee period, Shopee aims to reassure buyers and reduce hesitation at checkout, which can help sellers improve conversion rates and overall sales performance.

Escrow Release: What Stays the Same for Sellers

While buyers are given more time to request returns or refunds, seller payouts are not delayed.

Escrow Release Timeline

• Escrow will be released to the Seller Balance within 3 days after order delivery

• If the buyer clicks “Order Received” earlier, escrow will be released within 24 hours

As shown in Picture 1, sellers can receive their funds even while the buyer is still within the 15-day Shopee Guarantee Period. In other words, sellers do not need to wait until the return window ends to get paid.

How the Updated Shopee Guarantee Timeline Works

During the Shopee Guarantee Period (Day 0–Day 15)

• Buyers can submit a Return/Refund request directly through the Shopee app

• Escrow may already be credited to the seller after Day 3

• Orders remain protected under Shopee’s buyer protection policy

After the Shopee Guarantee Period (After Day 15)

• Buyers can no longer raise Return/Refund requests on their own

• Any further issues must be escalated through Shopee Customer Service

This updated process is illustrated in Picture 2, where the escrow release timeline and the return window now run in parallel, ensuring buyer protection without impacting seller cash flow.

What Happens If a Buyer Raises a Return or Refund?

When a buyer submits a Return or Refund (R&R) request, what happens next depends on whether escrow has already been released to the seller. Below are the key scenarios every seller should understand.

Scenario 1: Buyer Requests R&R Before Escrow Is Released

If the buyer raises a Return/Refund request before the seller receives payment:

• The order amount will remain in escrow

• Shopee will review the case

Once a decision is made:

• If approved → The refund is processed to the buyer

• If rejected → Escrow is released to the seller immediately

In this scenario, sellers are not at risk of deductions since payment has not yet been credited.

Scenario 2: Buyer Requests R&R After Escrow Is Released

If the buyer raises a Return/Refund request after escrow has already been credited to the Seller Balance:

• Shopee will proceed with the review as usual

• If the R&R request is approved:

  • The refund amount will be deducted from the Seller Balance

If the Seller Balance is insufficient:

• The account will display a negative balance

For this reason, sellers are advised to monitor their wallet balance closely, especially if withdrawals are made frequently or in large amounts.

Special Cases: Temporary Escrow Holds

Shopee has also clarified that some orders may not follow the standard escrow release timeline.

Why Does This Happen?

• Certain orders may have escrow temporarily held

• This usually occurs due to routine security checks

In these cases:

• Escrow will only be released after the 15-day return window ends

• This is to ensure a safe and secure transaction process for all parties

If escrow has not been released after 15 days:

• Sellers may contact Shopee Customer Service

• Shopee’s team will review the case and provide further assistance

These checks are part of Shopee’s ongoing efforts to maintain a trusted and secure marketplace.

Why Shopee Is Extending the Guarantee Period

The extension of the Shopee Guarantee Period is designed to:

• Strengthen buyer trust

• Reduce hesitation when placing orders

• Encourage higher order completion rates

While buyers benefit from added protection, sellers can continue operating with confidence, knowing that escrow payouts are still released promptly and are not delayed by the longer return window.

Stay in Control as Shopee Policies Evolve

With Shopee extending the Guarantee Period to 15 days, sellers can expect stronger buyer confidence and a smoother purchase decision process. At the same time, the change makes it more important for sellers to stay on top of refunds, wallet balances, and order status, especially when returns are approved after escrow has already been released.

To manage these operational requirements more effectively, many Shopee sellers rely on systems that provide clearer visibility across orders, inventory, and after-sales activity. BigSeller is designed to support this need by centralising day-to-day e-commerce operations into a single, easy-to-use platform.

BigSeller is a free, highly automated e-commerce ERP built specifically for Southeast Asian sellers. It offers all-in-one solutions covering product sourcing and migration, product listing, order processing, inventory and purchase management, financial reporting, automation tools, and overselling prevention, helping sellers run multi-channel operations more efficiently and with fewer manual errors.

Try BigSeller for free and explore a more structured way to manage your Shopee store and multi-platform business.