By ConnectSeller Editorial Team · Last updated: November 2026
Start with your actual order
If a product arrives damaged, differs significantly from the listing or does not arrive, begin by opening My Orders while signed in. Identify the relevant order reference, product and recorded status. The correct action depends on what occurred, the goods involved, applicable consumer rights and the return terms relevant to that purchase. Avoid assuming that every order has an identical free-return window.
Preserve useful evidence
For visible package damage, photograph the outer parcel, shipping label and contents before discarding the packaging. If the wrong item was supplied, record the model or variant printed on the item and compare it with the original product details. When something is missing, note what the listing said would be included. Preserve any receipt, delivery evidence or communication relevant to the order; do not alter images to strengthen a claim.
Distinguish delivery and payment problems
An item that never arrives is a different issue from a card payment that was not confirmed. Before requesting a payment reversal, check the payment and order status and whether the order was actually placed. If a shipping update is missing, check the recorded tracking information first. See order tracking guidance and your order details so that you report the correct problem instead of submitting conflicting requests.
What a refund may involve
Refund eligibility depends on the particular item, transaction circumstances, seller or source arrangements and applicable Malaysian consumer rights. There is no universal guaranteed refund deadline or automatic free-return promise across the marketplace. Where a refund is approved and initiated, the time until funds appear can depend on the original payment method and processor. Do not rely on a claimed instant reversal unless the recorded transaction confirms it.
Contacting support
Use the available route described on Contact & Support. Explain the problem objectively: what was ordered, what was received, relevant dates, and the resolution you are seeking. Provide your order reference and selected evidence. Never post personal addresses, payment credentials or private documents publicly. If you believe a transaction or account is compromised, secure your login first and contact your card provider through official channels.
Review published guidance
The Returns & Refunds information summarizes current operational guidance but does not replace an order's specific terms or legal rights. If policy wording differs from what appears at checkout, preserve the details shown when the order was made and seek clarification through the available support channel. Documenting the sequence clearly often helps the responsible team identify the issue faster.
