Shopee & Lazada dispute deadlines for sellers
Shopee gives sellers 5 calendar days to respond to a refund dispute and 2 days to accept or reject a return; Lazada gives 48 hours to respond to a refund dispute. Miss the window and the platform auto-approves the buyer's claim — usually irreversibly. The table below lists every Shopee and Lazada seller dispute deadline, what happens if you miss it, and a link to the defense guide for each.
Shopee seller dispute deadlines
| Dispute type | Your response window | If you miss it | Notes |
|---|---|---|---|
| Refund dispute | 5 calendar days to respond | Refund is auto-approved and cannot be reversed via the standard dispute channel. | Shopee reviews in 2–3 business days; you can escalate for a second review within 3 days of a ruling. |
| Return request | 2 days to accept or reject the return | The case escalates to Shopee's dispute team without your input. | 15-day Guarantee period post-delivery; once you accept, the buyer has 5 days to ship the item back. |
| Chargeback (bank-level) | ≈5 business days to supply evidence to Shopee Finance | If the chargeback is upheld after funds were released, Shopee debits your seller balance. | Most 'Shopee chargebacks' are actually platform disputes — use the Refund dispute window for those. |
Source: Shopee Seller Education Hub. Windows can vary by category and campaign period — confirm in your Seller Center.
Lazada seller dispute deadlines
| Dispute type | Your response window | If you miss it | Notes |
|---|---|---|---|
| Refund dispute | 48 hours to respond once it reaches your queue | Refund is auto-approved. | Lazada reviews in 3–5 business days; request a re-evaluation within 3 days of a ruling. |
| Return dispute | Respond promptly in Seller Center (Lazada dispute windows are typically 48h) | A Seller-Fault return can be approved against you, including the return shipping cost. | Standard return window is 7 days from delivery (up to 15 days for LazMall / select categories); review takes 3–5 business days. |
| Cancellation dispute | Respond once escalated (Lazada reviews in 3–5 business days) | The cancellation is upheld and your seller rating is affected. | Fulfilment SLA is 24h from order (2h during campaigns); appeal a ruling within 3 days. |
Source: Lazada Seller Center. Windows can vary by category and campaign period — confirm in your Seller Center.
Never miss a dispute deadline
The deadlines above start the moment the buyer files — not when you first see the notification. Hail Pilot watches your Shopee and Lazada cases, starts an SLA timer the instant a dispute opens, drafts an evidence-backed response pack, and pings you on Telegram so you can approve and submit before the window closes.
FAQ
What is the deadline to respond to a Shopee refund dispute?
Five calendar days from when the buyer raises the refund. If you do not respond, Shopee auto-approves the refund and it cannot be reversed through the standard dispute channel.
How long do I have to respond to a Lazada refund dispute?
48 hours from the moment the dispute reaches your Seller Center queue. Lazada's email alerts can be delayed, so monitor the dispute queue daily rather than relying on email.
What happens if I miss a marketplace dispute deadline?
The platform auto-approves the buyer's refund or return. On Shopee this is generally irreversible via the standard channel; on Lazada a Seller-Fault return can be approved against you including the return shipping cost.
Can I appeal a dispute ruling on Shopee or Lazada?
Yes. Shopee allows a second review within 3 days of a ruling; Lazada allows a re-evaluation within 3 days. Both require evidence that was not in your original submission.