User data privacy is of utmost priority to Shopee. With the rise in scam messages received by some of our users, and in compliance with the Personal Data Protection Act (PDPA) or AKTA PERLINDUNGAN DATA PERIBADI 2010 , effective 9 March 2023, buyers' name and phone number will be hidden during all stages of the fulfilment process. However, buyers' addresses will still be visible, except for unpaid and completed orders.
This applies to both Seller Centre and Shopee App, as well as any other third-party software vendor sellers may use to manage their shops.
💡 Notes:
- This policy will only apply to orders shipped with Shopee Supported Logistics. Sellers who are using Non-Shopee Supported Logistic will not be affected.
- This policy will not impact Shopee Air Waybills (AWB). Find out more about Shopee Air Waybill standardisation here.
As of 1 December 2021, buyers' phone numbers were removed from the Air Waybill of all shipping channels to protect buyers' privacy.
As of 20 May 2022, sellers' names and phone numbers were removed from the Shopee Xpress Air Waybill.
Sellers may contact buyers via Shopee Chat if they require further information for order fulfilment.
We highly encourage all conversations and transactions to be held within the Shopee platform. This helps us to keep a record in case of appeals, Return/Refund requests, or other issues.
What will be visible to sellers?
"To Ship" and "Shipping":
The following personal information will be hidden:
- Name
- Phone number
"Unpaid" and "Completed":
The following personal information will be hidden:
- Name
- Phone number
- Address
Frequently Asked Questions
1. How can sellers spot fraudulent buyers if they cannot view buyers' information?
As buyers' addresses will be visible for orders during To Ship, sellers will be able to check for suspicious/fake addresses prior to arranging shipment.
Additionally, sellers can check the Buyer Rating by selecting the buyer's username via the Order Details page before arranging shipment. If the buyer has very poor ratings or reviews, sellers are encouraged to message them via Shopee Chat to get further clarification.
To report a fraudulent buyer, sellers can select Report User > Others via Shopee Chat.
2. How can sellers match an order to the right Air Waybill (AWB) if there is no buyer name provided?
Sellers can use the Order ID, which is available throughout the fulfilment process.
While we understand that it is easier to use buyers' names for order matching, keeping this information private helps to ensure a safe platform for all Shopee users.
3. What happens if sellers require buyers' personal information for operational purposes?
If sellers require further information from the buyers, please reach out to them via Shopee Chat.
4. How do buyers identify their parcels if their information is hidden?
Buyers' names will still be shown on the Air Waybill (AWB) for them to identify their parcels.
5. Can logistics partners see buyers' information?
Yes, the logistics partners can view the buyers' information through their system and reach out to the buyers as usual.
6. How do sellers contact the buyers regarding possible product or stock issues?
If sellers are required to contact their buyers regarding possible stock or product issues, they may reach out to buyers via Shopee Chat.
Sellers are strongly advised to ensure all stocks listed are ready to be sold. If sellers were to face an out-of-stock issue, they should cancel the order(s) under the reason code "Out of Stock".
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