True sounds unfair but hey that is part and parcel of running a business no?
And 1 stock wont make business bankrupt lah unless it is a un-popolar item?
Just keep and sell to next buyer?

Many sellers on shopee are small and part time sellers bro...

Idk but sounds like 2 ai talking to each other

Edit:
I've been emailing a company, there has been delay between replies for about 3 days, but in the end, I think it's a human using ai to reply my questions.

End up calling the company, issue resolved within minutes.

The order was marked as completed.

I have been using Shopee for about 7 years and have made many orders along the years. My account is in good standing and I have only made return/refund requests twice before facing the issue that I will explain below. I used to think being a long term and a good customer means something but it seems it is worth nothing to Shopee.

I made an order for a monitor on Shopee on 10/06/25. Since the monitor is a fragile item, I did not feel comfortable having it delivered and I bought it from a store that allows for in-store pickup. This was my first time using in-store pickup, so I first looked for information regarding in-store pickup in Shopee help-centre before making the order. In one of the pages (https://help.shopee.com.my/portal/4/article/91022-[In-Store-Pickup]-What-is-In-store-Pickup), it states the following refund policy for in-store pickup order:



Practically there is a 3-day cancellation window for in-store pickup order which I found to be reasonable. It is easier for the buyer to make a decision of making the order without having to fully commit to it and the seller just has to hold the stock until either the buyer provides pickup details for processing or the order gets cancelled. Shopee may lose some money on transaction fee when the order gets cancelled but that happens with other kinds of orders as well.

When I made the order for the monitor, there was a time limited offer which pushed me into making the order but at the same time knowing the policy above, I thought I could cancel the order if I do not think it will suit me in the next few days. Well, after considering it for 2 days I came to the conclusion that the monitor is not the right one for me so I proceeded to cancel the order.

Looking at the order page 2-3 days after the order was made, there was no selection to cancel the order and only return/refund button other than order received button. It seemed the order was processed the day after the order was made even though I never provided pickup details to the seller. I tried requesting for order cancellation from the seller but the seller said 'we are not allowed to do it'.

Three days after the order was made, the order was still active and not automatically cancelled as it should have been according to the policy above. I assumed the seller simply processed the order without receiving pickup details from me (I confirmed this later). At this point I thought this should be easy, contact Shopee requesting for cancellation and mentioning that I have not picked up the order and I never provided pickup details to the seller which Shopee can easily verify this with Shopee chat and the seller. I also mentioned the policy above and Shopee can still honor it by issuing me refund for the order.

It was far from easy. After communicating with Shopee agents 4 separate times, making return/refund request 3 times, and 3 enquiries later I still have not received the refund. Shopee always insisted that I have to pick up the order and rejected my refund requests. Every time I mentioned the policy above and that Shopee should honor it, it was just ignored like I did not mentioned it at all. After mentioning that so many times, it became clear to me that Shopee is not interested in honoring its own refund policy.

At some point during my communications with Shopee the order was marked as completed even though I did not pick it up, and now there is no option to make return/refund request and no order received button. Since the seller never received pickup details from me, I was a bit frantic when I saw this as I thought the order was picked up by another person.

Looking that I am going no where on my own, I turned towards ChatGPT for advices and generating responses to messages from Shopee. I have access to ChatGPT plus and to ensure that I get the best chance in getting the refund I use the o3 model. Although it is one of the best models, I always keep mind all these LLMs are just very sophisticated text generators, and there are issues like hallucinations and they tend to be aggreable. However, it seems to have much better 'knowledge' on how to approach this issue than me.

In the latest enquiry with Shopee after they again rejected my refund request, I responded using the ChatGPT generated text below with minor modifications:
(All information deemed to be sensitive in messages below are replaced with placeholders)
Below was the response from Shopee. See how it just ignores everything in my response.
I asked ChatGPT what is Shopee trying to do with the reply and which I found to be interesting.



I feed Shopee response to ChatGPT and it generated the rebuttal (the same one mentioned in picture above) below with minor modifications:
Finally I received a response from Shopee that does not insist me on collecting the order and the issue seems to have been escalated:
Below was the response generated by ChatGPT.
Just when I thought the issue is going to get solved very soon, Shopee again ignored and deflected their responsibility. Below is Shopee response before the enquiry was closed.
Notice that at no point in all Shopee responses above did Shopee address the policy that I have mentioned multiple times.

I contacted the seller afterwards to request for a refund which I do not have to do if Shopee honors its own policy but this is the last thing I could do before resorting to TTPM and KPDN. The seller agrees to a refund on the condition that the seller is not penalised and I also acquired the admission that the seller processed the order without having the required details which confirm my earlier assumption. I will at least file a complaint to KPDN before requesting the refund from Shopee again.

While this post focuses on my issue, I think it reflects on how Shopee sees and treats their customers. After what I have been through, all the complaints of people have with Shopee that I was seeing before this make more sense now. I was perplexed why Shopee does not simply provide refund after it is clear its own policy was not honored and the order is still in the posession of the seller, instead of making my life so difficult. They would rather lose future purchases from a customer than having a seller lose one sale?

No matter what the outcome of this, Shopee will have lost a lot of my future purchases on its platform. I see many people saying Lazada has good customer service, I guess I will migrate there soon. Recently, I purchased a GPU after messaging nearby shops asking for prices and availabilities, and got it at a price that was almost the same as the lowest price I have seen for the same model in Shopee during 5.5 sales. So, Shopee does not necessarily have the best price even during sales, it is worth to look around. Sellers in Shopee may even have their own online shops as well.

I am frustrated, stressed, and exhausted after going through all these for almost two weeks but this is what exactly what Shopee wants so that I would give up on demanding the refund. If anyone was or maybe is still in the same boat as I am please do share your experience. Any advice would be appreciated as well.

^this
if you dont plan on buying, then dont click buy, just keep it inside your cart
once you clicked buy, the seller need to get your order ready for you to come pickup
if order delayed, later TS come complain seller no do work pula
if 10 people like TS, thats potential 10 lost order cause inventory might not have enough stock for other legit buyers already
TS is wasting seller time for his own selfishness
also using chatgpt does not make TS right or any smarter

Samsung AI to summary

Now only you know Shopee CS are all just using canned responses.

The CS can't handle anything else outside of their standard daily situations and let the cases hanging there until you give up or send them a legal letter.

My case was successful attempted.

First return request : Wait for shopee guy to pick it up. No one showed up. Talked to literally more than 10 agents to ask where the hell is delivery guy to pick up my shit. Until return request automatically canceled by shopee (probably more than a week but less than 2 weeks total)

Second return request : Suddenly the system allows me to drop my item to literally anywhere if it's shopeeexpress hub or whatever as long you drop it and scan barcode. Wtf why this wasnt a thing in the first request?