Last week, I purchased Drypers from the Vinda Official Store. I believe this "store" is actually operated by Shopee themselves from Shopee's own warehouse.

I ordered 3 x carton of M size diapers. However, I received only 2 x carton of M size diapers, and another carton of a different line of Drypers of L size diapers.

Shopee only gives me 2 options to RETURN AND REFUND:

1. Drop off at their collection points
2. Allow Shopee courier to collect at my residence

Plus, the refund amount proposed by Shopee is less than 1/3rd of the order, because they claim shipping is not refundable.

My question is:

1. Their proposal is unfair, the refund amount should be proportionate to 1/3rd of the order value
2. Neither drop off or self-collection works for me
3. I have full evidence detailing that the error is squarely on their side (video + photo proof)

I am not interested in going through the hoops to return to Shopee for an inadequate refund amount. I want them to either:

1. Exchange - send me the correct item, and pick up the incorrect item
2. Refund only (without return) for the L size diaper carton which is of no use to me

However, they have rejected my proposal as it is against their "policy". Well, it's against my policy to waste my time and effort and not be fairly compensated for their own damn error.

Am I in the wrong here? Is Shopee being unfair? How can I pursue this matter further?

I always thought purchasing online from a "Mall" official store would never result in this kind of nonsense.

Thanks!

This post has been edited by contestchris: Jun 2 2025, 12:57 AM

return the entire batch to get full refund?

Why you unable to return / allow them to pickup?

Unlikely can get refund for the wrong item if you don't return

Seems the issue mostly stems from you. Why would they consider a full refund / exchange if you are not willing to return the wrong item?

You got 1/3rd of the order wrong, seems fair to me they want to refund 1/3rd of the money you paid. I suspect, even if you didn’t mention it, they only agreed to refund the wrong brand of diapers to you. Also, when you agreed to use shopee, you agreed to their policies.

make an official complaint to KPDNKK

https://eaduan.kpdn.gov.my/kepenggunaan

and here

Steps untuk buat aduan di MCMC untuk salah laku Shopee:

1. First thing first korang kene sign up dekat MCMC dahulu kemudian update profile (isi alamat) tak buat nanti tak boleh go to the next step.

2. Dekat bar kiri pilih New complaint.

3. Pilih part yang sepatutnya, in my case i choose Postal and courier since yang hilangkan parcel abang adalah Shopee Express (SPX). Untuk J&T ke Ninjavan ke korang pilih accordingly.

4. Dekat sini isikan details tentang Shopee Express its okay kalau korang tak tahu alamat just google nombor customer service diorang dan email. Dua ni dah sufficient enough. Nanti dia minta untuk isi ape last email/ conversation yang lead you untuk buat aduan. So copy paste je email tu.

Mind you aduan ni hanya boleh dibuat if only korang dah reach out to the provider. In this case bang janu dah reached out to Shopee dan tidak dapat mencapai kata sepakat sebab itu aduan dibuat.

https://aduan.mcmc.gov.my/#/public/login

This post has been edited by JimbeamofNRT: Jun 2 2025, 09:33 AM

No they want to refund 1/3rd less shipping fees. It is lower than 1/3rd

It's such bulky delivery via cargo. My condo has restrictions for allowing lorries in during working hours only. I am not going to apply leave for this nonsense.

But when you receive it in the first place you could. lol.

when you order online in Malaysia, pls adjust your expectation lower than other advanced countries.

shit happens and expects loses when it does.

if the shipping cost for 2 or 3 cartons is the same...then what's the issue...
i don't think shipping costs increases proportionate to the number of items...die like that...

Of course it does. 2 items cost is around rm38, 3 items is around rm55. These are massive cartons, only makes sense the shipping increases.

ah so few packs inside each box...
so exchange is still the best option... but i don't think a lorry is needed just for 1 box? maybe ask shopee to just use regular van so that pickup can be done on weekends...

U actually can select pickup but u ownself send it to courier place. i've done it before.


u can report to kpdnhep and see how it goes.. once u reported im sure lazada will just refund u 1/3 price and let u keep the L size pampers.
Or if even luckier they full refund lol

Refund the whole order , drop off at jnt . Order again

I actually need the diapers. They were also ordered on "SuperBrandDay", which happens once every 3 months or so. I will lose out massively in terms of the discount/vouchers (which is better than the normal 6.6 or 25.6 vouchers) if I send back and refund the entire order, and thats not factoring in the inconvenience for what is not my error. Plus there is also a rather nice free gift received.

The only way this makes sense to me as a customer is if they do a 1 to 1 exchange of the correct item or refund me 1/3rd of the total order value.

This post has been edited by contestchris: Jun 2 2025, 11:53 AM

Last but not least eventually ur toddler needs L size pampers too.

Just take it as "order first, use later" lah..


No need mafan think this think that?



Btw bro dont need waste money on Drypers.. Drypers ii use it for night/sleeping time only.
Day time use cheaper brands like Youli

Afaik no any platforms has 1 to 1 exchange capability coz it is too troublesome.

The L size is different variant etc. L size also is many, many months away anyways. Just got to M.

If it is purely due to seller error, that's the least they could do - offer an exchange. Or refund part of the incorrect order. Or refund terus the full order.

I've ordered smaller items from non Mall seller on Lazada before. If memang got error, they send a rider to pick up the incorrect order and give the correct one. I bought cooking powder last time, the shop corrected the issue the very next day.

This order, the issue is in the triple digits, and so easy to wash hands ker? Where is the buyer protection?

Choose to return all

They will fully refund you including shipping fee

Just keep the L first and topup another carton of M during 6.6. Even though u said it's few months away, eventually u still need to use L. If u got it at a nice price for L probably in the future u won't get back at this price again in the future.

My son used M for only a short period of time. Only used M for 3 months as the L size (9-14kg) overlap with M (6-11kg) and i find L is much comfier for my son when my son reached 9kg.

For this amount.. I think u just take the lost and keep the L diapers.. next time can use anyway. No need headache return or pickup or refund 1/3. Sometimes buy online got hiccup , let it go ba

From how I see it, you can't win it all. The solutions offered is their SOP.

The order was done on super brand day, with great discount I assume and nice free gift as mentioned...yet now you are looking to dispute for 1/3 of the delivery fee (which I assume is just a small amount compared to it all).

Just return the wrong one and get back the refund of what you paid. Unless you're really free and have lots of time on your hands. Don't be penny wise, pound foolish.

i need to thank you shopee because they helped me a lot on my case

Like i said earlier u can eport to KPDN.

Im sure they can offer u return and refund for that L pampers then offer u voucher for the non-refundable shipping fee.
If u lucky they may even offer refund for L pampers and let u keep it.

Shipping for 1 box L size pampers should be about RM10.

Ohh i just realised its Shopee. Its gonna be abit complicated compared to Lazada

After raising a refund-only request multiple times but each time getting rejected by Shopee, and calling/chatting with customer support to explain my situation to no avail, I have decided to lodge an eAduan with KPDN. Just submitted my complaint to them.

I don’t think I am being unfair/unreasonable to get them to issue a refund-only, for what is clearly their fault. Why do I as a buyer, need to be inconvenienced at my expense, for the incompetence of the store?

What makes this entire situation worse is that I’ve spent at least RM5k on Shopee in the past year, and more than half of that is in the Drypers/Vinda store. And yet with all the proof and evidence in the world, I’m being given the run around.

If the eAduan fails, I will take it to the consumer tribunal.

Another thing is I paid using SPayLater, so I can't even raise a disputed transaction with the bank. Probably a note to self, in the future when buying from Drypers, to use a credit card so that in the event of an incorrect order, I can easily issue a chargeback at the credit card side if the seller/platform is giving me a hard time about it.

TS pls update what is the story now

no news is good news

No update. Now it's up to the KPDN case officer to make a decision since Shopee and me cannot agree on a fair resolution, they have 2 weeks to do so.

I don't have high hopes, but at least I tried.

In a kind way, KPDN told me to deal with it or escalate to the consumer tribunal.

So easy, just wash hands like this.

Untuk makluman pihak pengadu, tiada mana-mana peruntukkan perundangan yang dikuatkuasakan oleh Bahagian Penguat Kuasa KPDN yang diberikan kuasa dalam bab tuntutan barangan/waranti/pampasan/ganti rugi/pemulangan wang atau apa-apa tuntutan,namun ianya adalah dibawah bidang kuasa Tribunal Tuntutan Pengguna Malaysia.(TTPM) Pemfailan mesti dibuat sendiri dengan hadir di pejabat TTPM atau mana-mana pejabat tribunal yang berdekatan atau secara atas talian (online). Maklumat lanjut mengenai cara-cara pemfailan boleh diperolehi melalui laman web https://ttpm.kpdnhep.gov.my/portal/home. Bagi tuntutan ke atas mana-mana syarikat/perniagaan maka maklumat lengkap syarikat/perniagaan boleh diperolehi daripada Pejabat Suruhanjaya Syarikat Malaysia yang berdekatan atau secara atas talian di alamat: www.mydata-ssm.com.my Dimaklumkan pihak kami telah menjalankan siasatan dan telah mengambil tindakan sewajarnya ke atas aduan yang berkenaan. Bagi pihak kementerian, kami mengucapkan terima kasih di atas maklumbalas kerjasama yang diberikan. Nasihat dan teguran yang diberikan agar mematuhi undang-undang yang dikuatkuasakan oleh KPDN. Diharap kerjasama ini dapat dikekalkan untuk kerjasama bersama. Sekian, terima kasih.

If this is the case, then we can in future to go to tribunal instead of KPDN to save time and energy?

Pros and cons of buying online.
You get cheaper but run into risk of getting wrong/defective items. Its part and parcel of buying online.

Just keep the L size if its a hassle to return ad your going to need it sooner or later.

M size u can reorder or if u phobia already just go supermarket and buy.

No need to stress over it....

How many tered u wanna open on this topik alone?

Ts mentally challenged? I think mods should combine all her tered on this diaper issue into a single tered.

yes

TS is 吞不下那一口氣而要正確他有的公道。但是可以說，這世界原本都是不公平了，何必要執著。

In English


I can't swallow that anger and want to correct his justice. But it can be said that this world is unfair to begin with, so why should I insist on it?

This post has been edited by GalaxyV: Jun 18 2025, 04:56 PM