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

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.

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.

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

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?

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.

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.