Shopee banned my account after I filed a refund request for a missing item worth ₱35,000. I paid around ₱26,000 through ShopeePay and the remaining ₱9,000 through SPayLater. Instead of receiving the iPad I ordered, I received a fraudulent parcel with different contents. I immediately reported the issue and requested a refund, but my account was later suspended/flagged despite having done nothing wrong.
Shopee has now informed me that they will not lift the suspension, which means I cannot properly access my account while my case is still unresolved. To make matters worse, I’m potentially losing the ₱26,000 I paid in cash and could still be left with nearly ₱9,000–₱10,000 in SPayLater debt for an item I never received.
I’ve already reported the matter to DTI, but so far I haven’t gotten any meaningful resolution. Has anyone experienced something similar? Are there other agencies, consumer protection groups, legal aid services, or online resources in the Philippines that can help with a case like this? Any advice would be greatly appreciated.
kalmahan OP, hindi ka makakapag isip nang maayos niyan and you might get into bad decisions.You have all the evidences. Try sending an email again yung directly kay shopee cs and naka cc si DTI
these 2 emails might help you I believe the first one you already reached out
let it out op, it's normal to feel like that. Kahit siguro ako mag bbreakdown sa ganiyan. Just keep us updated on what's happening and open to listen, hopefully maging okay na
hello po di ko alam sasabihin except salamat po talaga for hearing me out. wala talaga ako makausap na pamilya or kaibigan tungkol dito, and last resort ko po talaga reddit
ang sabi po nila di na daw po pwede ma reinstate and banned na daw po talaga i genuinely broke down when i received the email kasi di ko po alam gagawin
maybe request dti to expedite process and keep on emailing shopee and keep providing your evidences. hold on ka lang and don’t succumb yourself into that and hanap ka mga sideline para mabawi agad ang pera
thank you po, as embarrassing as it is, i’ve been working part time kahit may 10 hour classes po ako as a nursing student sa state university, nakakahiya rin iadmit pero hinayaan ko bastusin ako ng iba online para kumita, which is why im so depressed na lahat ng sinakripisyo ko ganito lang napala
this. ifile mo. tumawag ka. kasi yung akin 1.5k lang ayaw nila irefund pero kinomplain ko at niraise until nirefund nila sa kin. also, every time magfollow up ka sa shopee, screenshot. check email. magsschedule si dti ng mediation. magreply ka doon. umattend ka.
medyo matagal i htink marami sila issues. that's 2-3 weeks. sorry i know makakadagdag sa hassle but ganoon. anyway, mag-eemail sila sayo na may details at lahat lahat. teams meeting yun. umattend ka kapag meron na. pero but follow the others na rin na may direct emails etc.
Ang gago naman na move ung banned ka sa Shopee after the incident. Please tell someone in your life para may pagbuntungan ka ng emotions and to give you morale. OP, ikaw yung nasa tama, as long as may documentation ka, good chance na ma babalik saiyo ung bayad mo.
i don’t have anyone to talk to personally because i don’t ever want my family or my parents to feel at fault about the stress of me saving to help pay for my resources and education po. i don’t ever want to seem ungrateful or anything, feel ko rin tatawagin lang nila akong tanga while feeling guilty kasi hindi po kami close ng pamilya ko 🥹
this is sad to hear. i know the feeling. usually sa partner or best friend lang ako nagsh-share ng rants and problems ko sa life. sge OP, i trust in your capabilities to push through the entire process.
OP, if you already filed a complaint with DTI (copy furnished Shopee) this should take at least 7 days from receipt of your complaint. If remained unacted, copy furnish Anti-Red Tape Authority. Para galawin agad ng DTI complaint mo. You can still reimburse your 26k. i-kalma mo lang.
You can email or call hotline 8888, this is a complaint center for the government that really works. Having more 4 weeks as a turnaround time is against ARTA rules
meron po, pero diba po sa shopee pag tapos na yung refund window and pag na ban wala na po lahat? wala po ako pambayad nung 9k na yun or motivation to even pay kasi nga po wala po ako nareceive na item. i feel so hopeless and sabi po sa dti 3-4 weeks pa daw po before maibalik yung pera, i dont know what to do, retired na po kasi tatay ko na senior and may ckd ate ko hence i didn’t want to burden them with my school related needs tapos ganito pa po nangyari
OP, i was able to make a return/refund transaction even after the window. Naki usap lang ako sa CS. This Feb lang yun. It was for an item na dumating na defective (fault ng logistics).
If I may ask, I've had a few return/refund na po din sa account ko but never naman na ban account ko.
Bakit daw na ban account mo? Just because of this 1 return/refund? Kasi
1. Insured naman items nila from fraud (sa alam ko ka since i knew someone who worked sa ganung division nila)
2. They can actually flag the logistics (3PL) for this din.
So to me, illogical na i ban ka just because of this one indicent.
when i asked po wala po talaga sila reply, ang nabasa ko lang po na probable reason is kapag may multiple accounts po in one device in which i have two, yung isa po kasi sa nanay ko kasi ako pinagoorder nila kasi susceptible sila sa ai videos saka clickbait kasi senior na po sila 🥹
other than that wala po talaga binigay na proper reasoning or reply po si shopee cs, ang nangyari lang po nung tinatanong ko linilipat ako sa ibang agent tapos yung agent po na yun magsesend lang link ng rules ni shopee
You can call them. They have a hotline po. Mas ok doon. Easier to explain also. Baka nga sa multiple accounts in 1 phone. Kasi it makes no sense na i ban ka eh.
ilang beses na po ako pumila sa hotline, ang nangyayari lang po pag malapit na po binabalik lang po ako sa dulo ng queue 🥹 yung sa in-app naman po required na naka log in kaso hardware banned po yung only device ko kaya di ko po magamit
hello po, hindi po naka activate spaylater or spay sa isang account, ginagamit lang po talaga yun ng nanay ko pang scroll, hindi ko po kasi alam beforehand na ‘di po pwede yun 🥹
i don’t mean that it’s unacceptable or that ‘di po ako marunong maghintay, it’s the point na hindi ako sure kung maibabalik man or hindi kasi wala po ako makitang similar na case and i genuinely feel hopeless about it tapos di ko pa po maopen kahit kanino kasi alam kong tatawagin lang akong tanga
Thanks for sharing OP 🥲
Fucking shit itong si Shopee, nanakawan na nga ung customer tapos i-baban yung account para makaiwas sila ng responsibility. 🖕🖕🖕
hey calm down first, di ka makakapag isip and makakagawa nang tama if you wont calm down. here's what you can do:
dispute the case to shopee, make sure to explain what happened thoroughly and threaten them that you will file a DTI report if you must. where? help@support.shopee.ph OR shopeepay_fraudsupport_ph@support.shopee.ph
report them to DTI and maghintay ka ng 3-5 business days (starting from monday) bago ka mareplyan. how? DTI Consumer CARe System - dyan ka magfile ng complain and wag doble doble, magwait ka rin dahil weekend ngayon. if after a week walang reply magfollow up ka sa CPAB@dti.gov.ph
it may be hard but wala magagawa if magpapanic ka lang, try to calm yourself first. it's a lot of money yes, you worked hard to earn it, but there is a solution. you just have to be patient and exhaust all your resources, okay? be strong
hello po, thank you so much po sa tulong :,) nagemail na po ako sa dti nung june 25, waiting pa rin po, pero di ko po nainclude dun yung report na sinuspend po ni shopee account ko and hindi na daw po pwede ireinstate 🥹
isang araw pa lang pala nakalipas, mag wait ka lang magrereply din sila pero after a week and wala sila reply, mag follow up ka including your tracking number. pag nagreply sila sayo saka mo na lang iinclude yung pagsuspend sayo ni shopee para di ka na magsubmit ng panibagong email
Under ng jurisdiction ng BSP ang shopeepay While yung spaylater is primarily under SEC. It might help OP to escalate to them as well — BSP Online Buddy (BOB), and SEC iMessage Portal. Make sure to note your case number/s as proof, kasi required na nagreach out ka muna sa shopee before the government agencies can step in. You can easily search how to file complaints to them. DTI is more on sa fraud ng seller in this case. Since your case has a lot of aspect to it, mas mabuti iraise mo rin sa BSP and SEC. It may help expedite your case kasi nababasa ko minsan na mas mabilis response ng mga online companies pag involved na ang BSP at SEC. As long as you have proper documentation, mabablik din pera mo eventually. Upload mo din sa google drive mo or something similar ang mga videos and screenshots mo, and maybe send or email those to trusted friends also so you can have backup just in case may mangyari sa phone mo.
Valid ang breakdown mo OP. I know it's not easy but as much as possible be calm. Mas mapapagastos ka pa kung magkasakit ka. May documentation or unboxing video ka naman. Keep communicating lang with DTI.
So far nakapag-email na po ako sa DTI and sa BOB po ng BSP, around 2 weeks pa daw po estimated na reply from both. 🥹
Nakausap ko po isang Shopee Agent sa platform nila and upon checking, crinedit pa rin po nila sa’kin yung installment sa SPayLater and expects me to pay po. Nastrestress ako lalo kasi masisira po credit ko kung hindi ko babayaran kaso labag rin po sa loob ko na bayaran kasi yung natitira po sakin ngayon pang pamasahe saka pangkain po sa school.
‘Di ko po alam gagawin ko kasi ang responde po ng lahat ng agent mag-wait nanaman po ng 24-72 hours. Last time na naghintay po ako inemail lang nila ako na permanently suspended na daw po yung account saka device. Triny ko na po ipa-login sa mga kaibigan ko saka sa mga compshop pero ayaw po talaga. Hindi ko na po alam aasahan sa 72 hours nanaman ng Shopee 🥹
Nag-email na po sila, wala na po ata talaga pagasa yung pera ko. ‘Di ko po alam gagawin, ‘di ako makaiyaknkasi nasa jeep ako ngayon papunta sa school. Please tulong po
Were you able to take video unboxing po OP? Not required by law but it will make your case easier when DTI will check your case. The response might not be immediate OP but follow up lang tlaga sa mga agencies suggested by others and they will be able to look into your case if Shopee is not cooperative.
Since you're able to talk to Shopee via email, try asking them directly about the parcel. Tell them the order ID or tracking number, you can find it in your email or even on the parcel itself.
Based on the screenshots you shared, it mentions you are able to access/withdraw your Shopee Pay. If that's the case meaning ma refund pa nila yung item to your shopee pay.
At least asking them about your parcel and if hindi pa rin sila cooperative even in that aspect, then more evidence for you to share to DTI and other relevant agencies.
From my understanding the focus/topic of that email is about reinstating your banned account.
My suggestion is trying another angle and just focusing on inquiring about the parcel itself na ma investigate nila. Or asking about how you can get refunded since you received an empty parcel and emphasize you have the proof that it was an empty parcel.
If uncooperative pa rin sila even in that aspect then you have more proof sa DTI.
Were you able to take a video nung unboxing mo? If so, you have nothing to worry about. Try mo muna iresolve within shopee, if ayaw talaga nila then mag email ka sa DTI then i-cc mo sila.
good morning po, sorry po di po ako familiar sa term pero ano po yung cc? ayaw po talaga mag reply ng customer service ng shopee and bawal na daw po open yung account 🥹
Ok lang na sinasabi ng Shopee CS na bawal na iopen yung account mo. That's your proof and the cue na pwede na mag intervene ang government agencies sa case mo. Given good evidence, kahit di na mabalik sayo yung account, makukuha mo eventually, at least, yung pera mo at mawala spaylater debt mo.
Pwede din siguro mapaclear mo yung records mo para makagawa ka ulit ng ibang account with shopeepay and spaylater sa same or ibang device, pero that might take longer and might not be worth the effort. Manage your expectations na lang.
Kung gusto mo pa rin mag order sa shopee ulit, pwede naman siguro yung basic account lang in another device and pay via COD or other payment methods na lang. May COD unbox naman sila para buksan in front sa rider, and if fraud, instant return and refund.
noted po, thank you so much po ma’am/sir 🥹 thank you rin po sa vivid na explanation regarding carbon copies, thank you rin po sa suggestions saka assurance :,)
You're welcome, OP. Basta, hold on to hope and always look forward to a better day. Always pray and hope. Shift your attention to the little blessings you have each waking day. Baka ma-realize mo na you are still in a better position than many, despite your misfortunes right now. Everything will eventually fall into place, and you will realize na there is meaning sa trials and challenges mo ngayon. Just like muscle fibers that undergo a healthy cycle of mechanical stress, recovery, and adaptation. Ahaha. 😅
Ngayon alam ko na better if sa physical store nalang pag mamahalin na gamit. Masyado malaki ang risk pag kay Shopee bumili ng mamahalin. Sana mabawi mo OP, sobrang laki ng ninakaw ni Shopee sayo :(
sorry po alam ko na anh tanga na sa online po ako bumili pero wala po kasi ako kakilala na may credit card para sa installment plan nila 🥹 gcash lang po kasi meron ako
Sa Shopee ko din binili iPad 10th gen ko tas SPayLater ko binayaran. Nasa courier ang sisi hindi sa platform. I guess nagkasala si platform due to banning OP's account without even getting his/her side na may proofs naman.
Ilang beses na ako nakapag order sa Apple Flagship Store, puro non-COD, never naman nagkaproblema, usually nadedeliver within 24 hours nadedeliver and never din ako nag take ng video. Last order ko was an iPad just this month.
Medyo bad, pero medyo suspicious ang mga sinasabi ni OP, grade 11, may Spaylater and Shopeepay na at mataas ang credit limit? And actually madali kausap si Shopee, yung mga email na sabi nya, bakit walang mga email address? 😬
Huh? Mag-search ka rito sa reddit sobrang daming cases na ganito. Just because you didn’t experience it doesn’t mean it can’t happen to anyone. Matagal na ‘tong issue sa mga courier.
Same thought. I have nothing against OP pero the reason why hindi pwedeng COD ang items from the Apple Flagship Store (and even other stores) is to prevent the Last Mile Delivery to know na High Value item ang dala nila. Even yung Waybill hindi nakalagay na "Apple Flagship Store" ang pinanggalingan ng parcel.
Yes, hindi maiwasan na merong mga mapagsamantala talaga na nagnanakaw ng parcels. Pero if you come to think of it, ang naging suspicious sakin is yung banning of account na ginawa ni Shopee kay OP. And according to Shopee's email/message: SEVERE violation of the T&C, and according naman kay OP, maybe because of he/she is using multiple accounts (OP and Mom account). Which is hindi ganun ka-hirap idispute kay Shopee ang lifting of account since makikita naman magkaibang name ang login (I checked the T&C, ang bawal is yung same name).
Now, I hope I'm wrong but I think there's another side of the story na hindi naten alam which caused the banning of OP's account under SEVERE violation of the T&C. I'm not saying that OP did what I've thought pero uso din kasi yung Tampered Parcels na people also fake the unboxing videos para ipakita na they did not received the item and then they file a refund. Again, I'm not saying na OP did that, it is just the other side of the coin in this situation if you will look at the bigger picture.
Lastly, I do hope OP's problem gets resolved. I do hope you understand din na I always tend to look at the bigger picture on situations like this.
yes po yung sa laguna po na apple flagship store, di rin po kasi ako makabili face to face kasi wala po ako credit card or kakilala na meron para sa installments kaya i opted na sa shopee nalang :,)
Hindi pala magandang mag order ng mahal sa shopee. Ikaw pa talo sa huli tsk tsk. At inis pa rin ako, banned yung mga shops na pinagbibilhan ko. For sure over petty reasons rin yun at ang higpit nila magpabalik ng account :/
please send help i don’t know what to do, i’ve been considering suicide because last money and binenta ko lahat ng meron ako para dun, di rin mayaman pamilya ko and first yesr college ako di ko alam ano gagawin
sorry po for being weak willed, it’s been almost two weeks na rin po kasi na araw araw po ako naghihintay sa update ng shopee pero wala po, di ko alam ano gagawin, di ko rin po masabi sa pamilya ko kasi walang wala kami
Sorry this happened to you. Apparently my bobong security issue ang Shopee at hindi nila magawan ng paraan.
Mali na i-ban ka nila and still expect you to pay your debt eh yung item na nakuha mo eh basura.
However, wala ka mapapala sa mga customer support nila dahil nasa Pilipinas ka. Protocol nila ang mas uunahin nila kesa human decency. You won't be able to find out kung bakit ka na-ban, kahit anong social media platform, pag na-ban ka, bibigyan ka lang ng vague reason.
Pag nag file ka naman ng refund dahil sa maling item or dispute, papaikutin ka lang.
What can you do? Wait for DTI to reply sa issue mo. Matagal pero hopefully they email back with a proper response. Best you can do is either pilitin talaga matawagan yung hotline nila and be firm sa issue mo or pumunta ka sa office nila sa Ortigas at duon mag complain.
Don't be scared sa SpayLater mo, it won't generally affect your credit score agad. The problem here is the 26,000 you paid in cash. Try to do the earlier suggestions muna and if non worked, try to get an attorney from the public attorney office (PAO).
Best of luck and don't give in to these greedy b*st*rds.
Ganyan din nangyari saken kung nakapag report kana sa DTI intay ka lang mejo matagal talaga 3 weeks bago may nag email saken sa return items, wag mo na kausapin shopee di ka papakingan Ng mga yan kelangan DTI pra aksyonan nila kakatapos lang mediation namin
I finished my DTI X SHOPEE Mediation kahapon was a waste of time. Ganun lang din sasabihin ng shopee. Like what was emailed. Same shit they are not transparent on what your violation is,. Lawyer daw nila magsasabi if ever and i asked about the one they are stating on their “terms and services “ wala syang masagot. I was disappointed with DTI kala ko they can protect your consumer rights or something but watse of time and effort talaga.
Next is foforward na sa legal pero syempre that would need a lawyer pa diba? So i said i dont know pa. Ano gagastos ako para lang dun? To think i just want my account to pay the remaining loans? Goodwill pa sana. 😂
Ano laban ko sa company? Na may pambayad sa lawyer?
also going thru a case in DTI against shopee because they keep rejecting the refund despite complete documentation of the damaged item (upon delivery). were you able to refund? 😞 mine is more than 20k 🥲 really hope any response on this
meron po, napasa ko po lahat ng gusto nila and paggising ko nalang po nung wednesday banned na account ko. nagaaral lang po ako through a scholarship saka tulong ng extended family and i have genuinely been saving up for this device for months tapos ganito pa po nangyari.
im so devastated takot na takot ako. ayaw ko magkaroon ng utang di ko alam pano sasabihin sa pamilya ko. i genuinely feel so hopeless
I’m sorry, pero why did u buy something so expensive? Is the ipad necessary ba talaga? If ever dumating ba ung item, may means ka pa ba ipay ung balance mo sa spaylater? Pag ganyan kaexpensive na item, dapat you make sure na may matitira pa din sayo.
Anyway, follow up mo lang nang ifollow up sa DTI ung case mo, cc mo din ung shopee.
i don’t have the money to consistently replace my previous laptop’s battery na bigay lang din po sakin nung nagupgrade tito ko nu’ng 2021, i asked permission if i can sell it to add to funds for something na magagamit daw po talaga hanggang dulo ng college and i was recommended that gadget po. i know it’s stupid but i just wanted to earn for something nice since grade 11 palang po, naglalako na ako just to save up for a device na maggamit sa college kasi alam ko na di kaya ng magulang ko bumili. wala na rin po talaga natira sakin kasi tumulong po ako pang down sa labs kasi nursing student po ako sa state university
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u/SeaworthinessOne7884 Jun 26 '26
kalmahan OP, hindi ka makakapag isip nang maayos niyan and you might get into bad decisions.You have all the evidences. Try sending an email again yung directly kay shopee cs and naka cc si DTI
these 2 emails might help you I believe the first one you already reached out