FAQ

• Untuk mengutamakan kesihatan dan keselamatan pelanggan dan penunggang kami, kami telah menerapkan langkah-langkah pencegahan terhadap COVID-19 seperti berikut:

1. Mengukur suhu tubuh secara berkala.

2. Mencuci tangan dengan lebih kerap.

3. Penghantaran Tanpa Kontak.

4. Melakukan Sanitasi di setiap kemudahan sekali seminggu.

5. Pembersih tangan disediakan.




• Untuk memastikan penghantaran pesanan lebih selamat, anda boleh memesan 'Penghantaran tanpa kontak' dengan penunggang kami untuk meletakkan pesanan anda di depan pintu atau lobi bagi mengelakkan sentuhan langsung.




• Kami memohon maaf jika berlaku sebarang penangguhan pada penghantaran disebabkan oleh langkah-langkah pencegahan yang ditetapkan oleh kerajaan.

• As announced by our Prime Minister, Tan Sri Muhyiddin Yassin, the National Restricted Movement Control Order (MCO) will take effect from time to time during the pandemic and based on announcements by the National Security council NSC). As we clarify this directive with the relevant authorities, we would like to announce a few immediate steps we’re taking to help your business adjust during this period.
  




• For all sellers, do check out our article in Seller Education Hub for you to get the latest updates regarding COVID 19 that may be affecting you directly. 




• For all buyers, please do stay at home as much as possible and practice good personal hygiene as much as possible especially if you cannot avoid leaving your house. 




• Here are a few things about Shoppymore to keep in mind as we go through this difficult period together. 

1. Courier Services

All Shoppymore logistics partners (Easy Parcel, Mr.Speedy, Lalamove and Teleport) will be operating as usual. Do expect some delays in receiving your order(s) especially if you have placed order(s) with the office delivery address if applicable.

• Easy Parcel

• Mr Speedy

• Lalamove

• Teleport

• Poslaju




2. Delivery Address

• You have a few options if you have placed order(s) with office delivery addresses.

• If your parcel is shipped, you can get in touch with the couriers to request for a re-routing. You may try to re-route it to your current address for collections. 

• If you placed the order recently and the order has not been updated with any tracking number, you can try to change the address to your current address. Otherwise you can also request to cancel the order and place a new order with the correct address. Refer: "Can I change my address after placing an order?".

• Certain couriers may not support / allow re-routing of the parcels. Hence you may need to collect your parcel(s) at the designated courier branch which will be updated in the parcels' delivery status accordingly. You may check our article for more information on how to check your shipping status: "How can I track my order's Shipping Status?".

• If you cannot proceed to collect the parcel (>10km from your location), please do proceed to request for refund as the parcel will eventually be shipped back to the seller. You can place a new purchase with the correct address after receiving the refund. 

• If you do not want to wait for the delayed shipments or call for a re-route or collect it from the designated courier branch, you may cancel the order / request for refund from your end. Check our article here for more information about cancelling your order or request for a refund for your order: "How to cancel my order?" or "When and how can I apply for a return refund?".




3. Safety Measures

• We are constantly working closely with our sellers and logistics partners to ensure all necessary precautionary measures are done to ensure your safety.




4. Shoppymore Customer Service

• Shoppymore Customer Service channels will operate as usual from Monday to Saturday 10.30am - 8.00 pm except for Sunday and public holidays. 

• If your order is currently in transit, you may want to contact the relevant courier company for their assistance regarding delivery of your parcels or change of addresses. Refer to the above for the contact number of each Shoppymore Supported Logistics Partners. 




5. Order Cancellation

• You may request for instant cancellation of your order should the seller have not "arranged shipment" for your order. Once the seller arranges shipment the order will be updated with its relevant tracking number. Any request for cancellation after this will require seller's approval. 

*Note: In the event if the seller updated tracking number but did not actually send the parcel to be shipped by the courier (or no tracking status updated), your order be cancelled automatically within 7 days. In such an event it may be better and faster for you to get the refund and purchase the item from another seller which may ship it out sooner than the previous seller. 

• You can use the steps below to check if the seller had arranged shipment for your order.




6. Return of Parcels

• In the event that you need to send any returned parcel back to the seller, please do proceed to return the parcel within 3 days of your return request (your request may be rejected if the parcel is not being shipped for return in time).

• Please do ensure that the returned parcel has been securely prepared with all relevant items to be sent back to the seller. If you have not requested a refund and do not know how to request it, please do read "When and how can I apply for a return /refund?".

• In the face of this pandemic, please take care of your health, family and staff. Shoppymore is committed to help you through this period and we will do our best to ensure Malaysians and our loyal customers worldwide get the access to the essentials which are needed. 

Please stay at home, practice personal hygiene and stay safe. 

Terms and Conditions

• If your order is still under "To Receive" tab, please do proceed to request for return/refund if you,
  

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1. Did not receive the order.

2. Received an incomplete product. (missing quantity or accessories)

3. Received the wrong product(s). (e.g. wrong size, wrong colour, different product)

4. Received a product with physical damage. (e.g. dented, scratched, broken) 

5. Received a faulty product. (e.g. malfunction, does not work as intended)

*Note: If your order is completed, please do follow the steps in the article "My order is completed, can I still raise a return/refund request?".




• To request for Return / Refund

1. From your Shoppymore App, click on "Me" and search for your order in "To Receive".

2. You will be able to click the name of your order and then click the "Request for return / refund" button at the bottom of the page.

3. While proposing a solution




• After you clicked "Return / Refund", you will need to:

1. Select the item you would like to request for a refund.

2. Provide the reason for the refund request.

3. Insert picture proof of your claim. (Can insert up to 3 picture)

4. Describe the situation in detail to support your claim.

5. Propose a solution you would like to receive, either to get a refund only or to return the item before receiving your refund.

6. Insert the acceptable refund amount that you would like to request and submit.

7. Once it is updated, click submit and the seller will be notified instantly regarding your refund request.




• Follow up on your case

1. After you have successfully requested a refund, the seller will be given 3 days to respond to your case to either dispute your case or counter your proposal. You will be able to check for any updates through the "Discuss" button of your case. 

*Discuss also allows you to update additional supporting documents (pictures) or chat with the seller about the case for both the seller and Shoppymore to assist you in case either party disputed the case. 

2. In the event the seller counter proposed your proposal you can then choose to "dispute the case", "Counter" another offer or to "Accept" their counter proposal.

*You are advised to keep an eye on the case and may need you to respond in time should the seller / Shoppymore need more proof from your end. The case will auto accept the seller's final proposal if you fail to respond to their counter proposal within 3 days. 

3. To ensure the case can be processed speedily, it is best for you to refer to our article "What are the supporting documents required for a refund request case?".

• Are you wondering where your order is? Or asking yourself did the seller ship out / deliver my order? Fret not, this article is going to address these 2 main questions and help you understand better about your order.

• As part of Shoppymore's dedication to provide best online purchasing and selling experience to all users, all of the shipping status of your order will be visible from Shoppymore App directly if the seller ships it using Shoppymore Supported Logistics (Free Shipping Program).

• Shoppymore track and trace feature also extends to sellers that are not part of the Free Shipping Program. Orders that are being shipped by most local courier service providers will still be visible directly in your order's shipping information when sellers update their tracking number into the order. 

• Check your delivery status yourself by clicking on the name of the order under your "My Purchase" tab and then click on "View" of the "Shipping information" to see the full details of the shipping status of your order.

• Understand that sometimes the courier service provider might not be able to send it to you on weekends or immediately next day, please do consider to "Extend Shoppymore Guarantee'' for us to hold your payment for an extra 3 days where you can wait for the delivery man to send it to you. Scroll down to the bottom of the order detail page and click Extend Shoppymore Guarantee to extend it.

• If you are still reading this, as a smart consumer, we guess you may be interested to know about these situations too. Click on the link below to know more about it.

1. When and how can I apply for a return refund?

2. How to cancel my order?

3. What are the supporting documents required for a refund request case?

• Yes you will be able to receive your refund once your cancellation request is being approved.

• A notification will be sent through the Shoppymore app and email to inform you about the refund. At the same time, the refund of your payment will be released back to you immediately.

• If the payment was made using ATM Bank Transfer / Online Banking / ShoppymorePay / 7-Eleven Cash Payment, Shoppymore will refund the payment into your ShoppymorePay immediately. For more information read "What is ShoppymorePay?".

• However if you made the payment using your credit / debit card, the refund will only be reflected back on your card within 7-14 working days by standard operating procedure from the banks.

• Not sure whether your order is cancelled successfully? Check using the steps below:

1. Click on "Me" and then "View Purchase History". You will be able to find all the orders categorised under the "Cancelled" tab and you can then click on "Check Details" on the relevant orders for further checking.

2. You will be able to see your order is being updated as per below types 

• Cancelled due to non payment received

• Cancelled by you

• Cancelled by Seller / Shoppymore.

3. If you are wondering how to cancel your order, you may refer to the steps in the article,"How to cancel my order?" for more information. 

4. If your order has been shipped by the seller, the order will be under the "To Deliver" tab. These orders will not be able to cancel but you can still request for a refund in case it is lost / stuck in transit. Please have a look at "When and how can I apply for a return/ refund?" for a better understanding of what you can do if you receive an item that is not as expected.

• For all orders that are made through the payment method of "Bank Transfer", "ATM Cash Deposits" or "Online Bank Transfer" generally there are 2 reasons why your order is still under [To Pay] status.

• I have already made my payment through bank transfer, what's next?

• If you have completed the payment process with bank transfer, please upload the payment slip into the app. Here's how you do it:

1. Go to your “Me” page > tap on “My Purchase” > go to “To Pay” tab > tap on “Transfer Now” > tap on “I have receipt. Upload Now” > Upload Receipt

2. Once you upload the receipt, do allow us 1-3 working days (excluding weekends and public holidays) to verify it with the banks. It will be updated as "Paid" after this verification process.

• The payment receipt is being rejected, what should I do?

1. Payment receipt should be taken clearly with all details shown as per below example:

2. All bank transfer payment receipt should be able to show the following details clearly:

• Date and time.

• Recipient Bank Account should always be Shoppymore Global Sdn Bhd

• Amount

• No indication that the payment failed (e.g. Cash retracted or transaction failed)

• If you have made payment to the correct account number but the payment was not processed, please do contact our customer service team for assistance.

• Should your order be an urgent order, waiting for 3 working days may cause some delays. In that case, you may want to find out more about "What payment methods are supported by Shoppymore" to speed up the payment process.

• Shoppymore Suggests: Use 7-Eleven Payment method is equally convenient and does not need any verification. Get to know through "How to pay with Cash Payment at 7-Eleven? ".

• The availability of voucher from your purchases will be announced from time to time by Shoppymore. It can only be credited to your account after your order is completed - that is, after you have confirmed the receipt of your order.
• You will receive these Shoppymore Vouchers electronically once your order status has shifted to Completed.

1. All the sellers are charged a small amount of MDR fee to cover the payment gateway fee by the service providers for the successful completed orders.

2. MDR fee is calculated as 2.12% (Inclusive of SST charges) of the final order amount paid by the buyer (inclusive of the shipping fee) rounded up to 2 decimal points.

3. Shoppymore will deduct the MDR fee automatically from the Sellers’s payout when an order is being completed.

1. For Shoppymore Marketplace who ever are non-SM Mall sellers a service fee will be charged when an order has been made. Service fee are subjected to 6% SST.

2. The Service Fee will be deducted from the seller income when an order is being completed.

1. Selling in the Shoppymore marketplace is norms but to enjoy more benefits, we would encourage the Sellers to sell their items in SM Mall.

2. Shoppymore will charge commission fee on the completed orders from the SM mall sellers. The Commission will be deducted from the seller income when an order is being completed.

3. The Commission fee are charged according to the category of the items between the range of 2 % - 4.5 % (Before SST).

1. Shoppymore will charge commission fee on the completed orders from the Watch, Scan & Pay sellers. The Commission will be deducted from the seller income when an order is being completed.

2. The Commission fee are charged according to the category of the items between the range of 25 % - 30 % (Before SST).