What Happens If Your Parcels Are Damaged In The Floods?
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(Image: Malay Mail/Shafwan Zaidon)

Various news sources have, by now, confirmed that the recent flooding – which took place following torrential rains over the weekend – has devastated and displaced more than 60,000 Malaysians. Damages to the properties that were submerged in water were immense, with losses estimated to reach hundreds of millions of ringgit at the very least.

However, these victims are not the only ones to be impacted by the floods. Many Malaysians, while not directly affected by the catastrophe, may be impacted in various other ways – such as having to pay more for certain goods due to shortage in supplies. Another indirect consequence is the disruption caused to the e-commerce industry and online order deliveries, with many buyers being concerned over their recent purchases, especially those made during the recently ended 12.12 and Christmas sale events.

Key concerns among customers include delays and cancellation of orders, as well as whether refunds will be allowed. Both Shopee and Lazada – as two of the biggest e-commerce platforms in the country – have quickly responded to these concerns, and this is what they have to say:


Shopee’s statement noted that many of its local sellers have been impacted by the floods, and implored its customers to be patient and supportive as affected sellers strive to get their operations up and running again.

“As such, Shopee regrets to inform you that your parcels may be delayed, while some may be cancelled and issued full refunds. Additionally, we will be extending return dates for buyers. We apologise for any inconvenience caused and would like to thank you for your patience and kind understanding,” the platform further said, without sharing more specifics on the matter.

In an update notice for Shopee sellers, however, Shopee clarified that it is allowing buyers to ship back their return parcels by 26 December 2021. This is provided their return and refund request has been approved with the submission of relevant evidences, such as photographs. For context, customers are usually required to return the items to the seller within a period of five days after their request for a return is approved (non-Shopee Mall products).

Finally, the e-commerce platform said that it will continue to monitor the situation and update as and when necessary.


(Image: Reuters/Darren Whiteside)

Meanwhile, Lazada reassured that its team is working to ensure that orders are being delivered as soon as possible. Its Customer Care team will also be contacting affected customers via selected channels, including SMSes and emails, to inform them of delayed deliveries or damaged parcels. “Customers who did not receive any notifications will receive their orders as per normal,” it noted in a statement.

Lazada further clarified that it will immediately begin a full refund process for any parcels that have been damaged during this period. Depending on your payment method and refund destination, the refund process may take between a few hours to 30 working days.

Additionally, the platform said that customers can track their order status via their Lazada app, or reach out to its Customer Care team to verify their order status via its virtual assistant, CLEO.


With this, we hope that buyers across Malaysia will have better clarity as to how both Shopee and Lazada are handling the aftermath of the flooding. In the meantime, you can continue to show your support for the sellers – and other flood victims – by contributing to the flood relief effort via both platforms and selected e-wallets.

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8 months ago

We have goods that we damaged at our forwarder warehouse in Klang. They have since ask our supplier to take back thd damaged goods and sign a letter. The letter states that the supplier is to claim damages from their insurance. Which our supplier disagree. The goods are pick up by the forwarder under our account and all our supplier document are ex works based.

How do we claim damages?

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