Shopee will be launching a new On-Time Guarantee programme, set to take effect starting on 6 May 2024. It is aimed at better addressing its customers’ need for timely deliveries as they shop on the e-commerce platform.

The On-Time Guarantee is essentially a policy guaranteeing that buyers will receive their orders within the estimated delivery period, which is displayed on the product details page, checkout page, or the order details page. If the delivery is late, then you’ll be entitled to claim a compensation voucher.

In its FAQ page, Shopee also said that the On-Time Guarantee will be applicable to all orders that are delivered via the following shipping channels – as listed here:

• Doorstep delivery
• Sea shipping
• Self-collection point
• Economy delivery (mail drop)
• Instant delivery
• 5-day guaranteed delivery

Understandably, seller-owned fleets and other logistics providers are not included as part of the guarantee programme.

To determine if your order has exceeded the estimated delivery date, you can head on over to your account page, then click on “To Receive” under “My Purchases”. From there, select your order and view the “Estimated Delivery Date” in the order status section.

If your order is late, then you’ll be able to claim an On-Time Guarantee voucher on the order details page; simply click on the “Claim” button when it appears. You can find the button starting from the day after the estimated delivery date until three days after the order is completed. Unclaimed vouchers during this period will be automatically forfeited.

Note, too, that if you click “Order Received” before the order meets the estimated delivery date, you will not be eligible for the On-Time Guarantee voucher. As for the value of the voucher, Shopee has yet to confirm the exact compensation that will be provided, but the visuals shared indicate that you’ll receive RM5 in return.

Head of marketing and business intelligence at Shopee Malaysia, Tan Ming Kit said that the introduction of the On-Time Guarantee programme is spurred by the need to improve Shopee’s customer experience. Gen Z consumers, especially, seek a frictionless buying experience with both efficiency and transparency throughout the entire purchase journey.

Aside from this latest On-Time Guarantee programme, Shopee had also recently updated its refund policy to allow for “Change of Mind” returns within 15 days of order delivery date.

(Source: Shopee)

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• Shopee
• Shopee On-Time Guarantee