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Good day!
Thank you for contacting Shopee Philippines. This is Ace, and I understand how important it is for you to follow up for your parcel under order ID 19121222583Q1YG and I am sorry to hear that you are having this problem. Let me assist you further.
We apologize for the inconvenience that you're encountering right now. Regarding your concern, I've managed to check this order ID 19121222583Q1YG and it shows that your seller was unable to ship out your parcel within the given time frame which ended last 12/17/2019.
In line with this, you have an option to request for cancellation of your order by tapping the "Cancel Order" button or wait for the automatic cancellation of this parcel which is on 12/22/2019. Once your parcel was already been tagged as canceled, your refund will be automatically credited to your ShopeePay balance.
You may refer to this link for more information about canceling an order: https://help.shopee.ph/ph/s/article/When-and-how-can-I-cancel-an-order-1542963014429
In addition, you may have an option to report the seller by going to their page and tap the "Report this User" from the drop-down menu. The same goes for reporting a product. We may not force the seller but we can control this kind of behavior is found at fault. Rest assured that corresponding sanctions will be imposed on them once proven guilty.
I am a buyer, too; and I understand the value of getting what we have paid for. Rest assured that we take reports seriously and will take appropriate action regarding this to prevent this from happening again. We promise to continue and improve our services for you.
We know that your experience has been less than satisfactory, and we sincerely apologize.
Thank you for your patience and kind understanding regarding this matter.
If there is any other way we can assist you, you can reach us through the following Shopee Customer Service channels:
Chat Support (Shopee App Help Centre)
Monday to Sunday (6:00 AM to 12:00 MN)
Hotline - (02) 8 880-5200
Monday to Sunday (9:00 AM to 6:00 PM)
Best Regards,
Ace
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