What should I know about Buyer Protection as a seller on Shopo?

What is 'Buyer Protection'

  • The money is withheld until the product is delivered by the seller and buyer confirms receipt the order
  • Applicable on selected products showing 'Buyer Protection' message
  • Applicable only for online paid orders using Freecharge

Buyer Protection Period

  • It is applicable for Shipping handling time committed by the seller + expected delivery time (~2 weeks) + 2 days
  • Buyers need to confirm the product arrival by marking "I Got The Product" within Buyer Protection period or raise the dispute about undelivered product over email at support@shopo.in. Please note Buyer Protection period cannot exceed 30 working days from order placement date
  • We will notify you once product is delivered according to the courier company. In case the product is not delivered to you, please raise the dispute in 2 days from receiving our notification.

What is not covered?

  • Product delivered but not happy with quality/product
  • Product not delivered because of buyer fault (delivery refused by buyer, buyer address wrong, buyer not present in the address etc.)
  • Cancellation request after product shipped
  • Product without the 'Buyer protection' seal

 Do’s and Don’ts For Sellers

  •  Seller should set a realistic shipping time. Not shipping within the mentioned time makes the seller liable for a dispute. Violating the shipping window by more than 2 working days will lead to order cancellation and refund
  • Seller should confirm the order within 2 working days. Violating the confirmation by more than 1 day will lead to order cancellation
  • Any extension in the shipping window post arrangement with buyer should be informed over email at support@shopo.in. Seller should get confirmation from buyer over chat.
  • Seller should keep all communication on Shopo chat before/after purchase. Moving conversation to any other medium makes the seller liable in case of dispute

Dispute Resolution

  • How can I raise the dispute?
    • Buyers can mail Shopo support at support@shopo.in and raise the dispute about non-receipt of order
  • How will Shopo resolve the dispute?
    • Shopo will coordinate with seller and give 3 days to seller to either accept or reject the claim.
    • If seller accepts the claim, payment to be released to the customer with no questions asked
    • If seller rejects the claim, seller needs to submit valid proofs
    • Shopo will then verify the proofs submitted by seller and accordingly take action within 5 working days of dispute raised date.

Please note, if seller fails to revert within 3 working days of dispute raised date, Shopo will cancel the order and refund the buyer


What are the proof documents to be submitted by seller?

  • Seller need to submit valid shipping proof (delivery receipt and tracking number)
  • Photo of the parcel including the information of delivery company, seller’s and buyer’s name, tracking id, contact number and shipping address


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