Shopee review: Mishandling of Philippines shop suspension case by Shopee Vietnam

I am writing to formally raise a complaint regarding the inconsistent and unsupported handling of my Shopee Philippines shop suspension by Shopee Vietnam, where I am participating as a cross-border seller in the Global Selling Program.

On 4 November, Shopee Vietnam initially informed me that my shop in the Philippines was suspended due to a “high cancellation rate and negative ratings.” However, when I requested order IDs or supporting data, Shopee could not provide any evidence to validate this claim. To ensure transparency, I conducted my own review and submitted clear evidence that no such issue existed.

On 9 November, upon receiving my evidence, Shopee representative Ms. Vân confirmed that my shop would be reinstated within 10 working days. Despite this commitment, more than 12 working days have passed without any progress.

On 26 November, I received a completely different explanation from Shopee representative Nguyễn Trần Thu Kim stating that my shop could not be reopened because it had “no order activity for a long time.” This contradicts the initial reason and raises concerns about accuracy, professionalism, and internal coordination within Shopee Vietnam. The shifting explanations suggest that the initial justification may have been unfounded or fabricated, which is unacceptable for a platform of Shopee’s scale.

If long-term inactivity is indeed a valid basis for permanent shop suspension, I respectfully request the following:

The official policy or regulation that permits account closure solely due to low order volume.

Evidence Shopee relies on to enforce such a decision.

Clarification as to why an entirely different—and unsupported—reason was previously given.

Given the contradictory responses and the lack of evidence, I request a formal investigation into Shopee Vietnam’s handling of my case, reinstatement of my shop if no valid violation occurred, and a formal apology from Shopee staff for the confusion, misinformation, and time wasted.

I believe in Shopee as a global platform and hope this issue can be resolved transparently and professionally. Thank you for your attention, and I look forward to your response.

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