Damaged Package During Delivery, Marketplaces Reject Appeal

On the night of 30 March 2026, I received an order for a laptop priced at Rp 1 million (registered with Shopee insurance) on the Shopee app with order number 260330GKYVR5T9. Before shipping it the next day, I recorded a video of the laptop to show the buyer that it was in normal condition. In the afternoon, I packed it securely in accordance with the app’s guidelines and sent it via SPX courier with tracking number SPXID069896749503. On 3 April, the buyer requested a return and refund for the laptop, claiming the LCD was damaged, and provided a video of the unboxing and testing of the device. Indeed, the laptop’s LCD was damaged. I apologised to the buyer, suggesting that the laptop was likely damaged during transit. On 7 April 2026, I received the returned laptop and immediately contacted Shopee’s customer service regarding the insurance for the item damaged in transit. The next day, Shopee asked me to upload evidence that the laptop was indeed in normal condition before shipment, along with the tracking number. I promptly uploaded all photos and videos proving the laptop’s normal condition. After several processes, on 25 April 2026, Shopee issued a decision rejecting the appeal: “The buyer’s submission has been approved because the evidence provided by the buyer supports the claim submitted”. I feel greatly disadvantaged by this unilateral decision and hope that Shopee Indonesia can act professionally and provide a fair resolution. Thank you. Adhi Order Number 260330GKYVR5T9 The above complaint has not yet been responded to by the relevant parties (wwn/wwn)