FOREIGN TRADE UNIVERSITY SCHOOL OF ECONOMICS AND INTERNATIONAL BUSINESS AAA FINAL REPORT Subject: Career Development Skills in Logistics and Supply Chain Management TOPIC: AN INSIG
0811.) 3
Presentation allocation
Chapter 1 Theoretical framework NGUYEN THAO NGUYEN
Report Chapter 2 Return process of Shopee| NGUYEN QUANG HUY th yr
3 | onthe | in Vietnam DOAN DUC PHU topic
4 Chapter 3 Recommendations DOAN DUC PHU
Project execufionm 0 012111121122 H112 119 1H11 1110111101111 11111 ca 2
Team member Tasks assigned Deadline Tasks completion
Contact instructors, and convey information from the instructor to team members
Assign work to members, set deadline for tasks, manage work progress
Brainstorm ideas and find related documents for the project
Write chapter full chapter | 23.11.2024 Completed
Hue Brainstorm ideas and find related documents for the project
Write part 2.2.1 and 2.3.1 of chapter 2 23.11.2024 Completed
Brainstorm ideas and find related
N/A Completed documents for the project
Write part 2.2.2, Nguyen Trung 2.2.3, 2.2.4 and 23.11.2024 Completed Duc 2.3.2 of chapter 2
Write conclusion 07.12.2024 Completed Design Powerpoint 13.12.2024
Brainstorm ideas and find related
N/A Completed documents for the project
Nguyen Quang | Write introduction 23.11.2024 Completed Huy
Write part 2.3.1 of chapter 2 with 23.11.2024 Completed Minh Hue
143
Reasons to pick the f0DIẽC: Q0 002211121111 2111 12 2115121115 11181 key 5 , ch ố ẽ.ẽ
Group 9 was established and started choosing topics after the first lesson of the module “Logistics Career Development Skills” Through discussion and consultation with the instructor, Hoang Thi Doan Trang, the students in the group decided to choose the topic of the essay for the module: “AN INSIGHT INTO THE RETURN PROCESS
In our analysis of Shopee, we identified key pain points and opportunities for improvement by establishing specific criteria and conducting thorough testing to ensure the project's effective operation.
To optimize each student's strengths, Group 9 focuses on their shared interest in Logistics and related activities, making it an ideal topic for their studies.
Shopee is rapidly emerging as the leading online shopping platform in Southeast Asia, driven by the overall growth of E-commerce This expansion has led to an increasing demand for product returns for various reasons.
- Shopee is a major player in the Vietnamese E-commerce market, holding the top spot for several years It is a dynamic and rapidly growing industry, making it a relevant and timely topic
- E-commerce is booming in Vietnam, driving significant demand for efficient and reliable logistics services Exploring how Shopee resolves the growing needs of returning products can be insightful
Managing returns in e-commerce incurs significant unwanted costs that affect the growth of businesses in this sector Analyzing the return policy and processes of Shopee, a leading player in the online shopping industry, can provide valuable insights with broader implications for the market.
This article focuses on the formation and development of Shopee, examining the key characteristics of its return service It also explores the opportunities and challenges that Shopee may encounter, along with an evaluation of the company's return process.
Group 9 employs the following research approaches to complete this essay:
Gather data from trustworthy sources by exploring reports, articles, essays, and other credible materials related to the topic, and extract the relevant information necessary for your project from these resources.
Analytical methods and theories involve segmenting and categorizing acquired data into three main areas: status, effects, and causes By analyzing these aspects, we can uncover insights that address the current issue and its implications.
The material comprised of the three sections listed below:
THEORETICAL FRAMEWORK he 7 1.1, Definition and characteristics 0Ÿ reverse ẽogứisfics - 22c co cccccscce 7 1.2 Functions of reverse ẽoỉIS(ICS - Q Q20 0112 n n2 HH1 115115111511 kg 11
1.1 Definition and characteristics of reverse logistics
In the 20th century, during the 1970s, terms such as "reverse channels" and
The concept of "reverse flows" first appeared in scientific literature primarily concerning recycling issues (Guiltinan & Nwokoye, 1975) In the 1980s, reverse logistics was defined as the movement of product flows in the opposite direction of traditional supply chains, focusing on defective products (Lambert & Stock, 1981) By the late 1990s, Rogers and Tibben-Lembke (1999) provided a widely recognized definition that further advanced the understanding of reverse logistics.
Reverse logistics involves the strategic management of the flow of materials and products from the consumer back to the source This process aims to efficiently and cost-effectively handle raw materials, work-in-progress inventory, and finished goods, along with associated information, to either recapture value or ensure proper disposal.
Overall, the theory of reverse logistics has evolved over time in parallel with the development of a globally integrated economy
Reverse logistics, or reverse supply chain, encompasses the activities that manage the flow of products or materials from customers back to sellers or manufacturers This process includes product returns, repairs, refurbishment, recycling, and disposal It is essential for efficiently handling returns of unwanted items, managing products at the end of their life cycle, and addressing damaged or defective goods.
Forward logistics focuses on the flow of goods from manufacturers to customers, encompassing product development, material sourcing, manufacturing, transportation to distribution centers, and final-mile delivery In contrast, reverse logistics deals with the return of products from consumers back to manufacturers or distribution centers for purposes such as returns, recycling, or disposal Understanding the differences between these two logistics processes is crucial for optimizing supply chain efficiency and enhancing customer satisfaction.
Figure 1.1.1 Forward Logistics (Manhattan Staff 2023)
Reverse logistics operations involve the return of products and materials into the supply chain post-delivery This encompasses various processes, including product returns, recalls, recycling initiatives, product disposal, and asset recovery.
End Customer Return to Seller Return Processing
Figure 1.1.2 Reverse Logistics (Manhattan Staff 2023)
Forward logistics emphasizes the conventional distribution of products to the end customer, whereas reverse logistics, or reverse supply chain, involves the process of returning products from the end user back to the manufacturer or recycling raw materials.
Reverse logistics is essential for businesses to effectively manage customer returns, minimize waste, and enhance the value of returned products It ensures that unwanted items are processed efficiently and sustainably, addressing product recalls, defective goods, and customer returns By implementing reverse logistics, companies can improve customer satisfaction while reducing the environmental impact of returned merchandise.
The reverse logistics process involves several key steps: collection, inspection and sorting, processing, redistribution, and monitoring and reporting Initially, unsold products, defective items, and packaging materials are collected and transported to a designated recovery point Following this, inspection and sorting are essential for determining the next steps, where items are evaluated for quality and categorized The processing stage allows companies to either reuse, repair, remanufacture, or responsibly dispose of unusable products Redistribution resumes regular logistics activities, including storage and transportation Lastly, monitoring and reporting are crucial for tracking returned products and associated costs, enabling businesses to optimize their reverse logistics process, ultimately reducing costs and enhancing profitability.
Key components of an effective reverse logistics system:
A centralized returns management system is essential for efficiently processing product returns This involves establishing a dedicated team to oversee the entire returns process, including receiving and evaluating return requests, coordinating inspections, determining appropriate actions for returned items, and communicating with customers By centralizing these functions, businesses can ensure a consistent, fast, and accurate approach to handling returns.
Integrating advanced technology into reverse logistics can greatly enhance efficiency and accuracy Utilizing robust software for managing return requests, automating workflows, and generating detailed reports is essential Additionally, employing technologies such as barcode scanning or RFID can optimize the inspection and sorting processes of returned products, ultimately boosting overall productivity.
Efficient inventory management is essential for a successful reverse logistics system, necessitating an organized and transparent process for tracking returned products Utilizing real-time tracking systems or specialized software can effectively manage the flow of returns, maintain accurate stock records, and avoid stockouts or overstocking By implementing these tools, businesses can achieve a balanced inventory and optimize resource utilization.
Eco-friendly disposal options are essential for items that cannot be repaired or resold, as customers increasingly prioritize sustainability Collaborating with recycling companies or organizations that focus on environmentally responsible disposal methods can significantly reduce waste and showcase a commitment to sustainable practices This strategy not only aligns with consumer preferences but also minimizes environmental impact.
The five R’s of reverse logistics:
- Returns/exchanges: measure the rate of return and how often those returns make it back out into the marketplace
- Reselling returned product: measure the number of returned products that are either resold or reclaimed
- Repairs: assess the total cost of repairs and refurbishing returned products.
To enhance your recycling efforts, assess the percentage of product items your supply chain successfully recycles, identify the materials being recycled, and determine which items must be discarded without recycling.
- Replacements: calculate the percentage of returns that need to be replaced or those that have parts that need replacing and how many parts per product item
The execution of reverse logistics is guided by the seven R's: ensuring the Right product is delivered in the Right quantity, in the Right condition, to the Right place, at the Right time, to the Right customer, and at the Right price.
The various types of reverse logistics are influenced by the scale of the operation or supply chain, the resources required for implementation, the nature of the product, the methods employed in reverse logistics, and the specific rules and parameters governing the process.
RETURN PROCESS OF SHOPEE IN VIETNAM
General information of Shopee Q0 20011221122 21112212 13 PVÿ C0 8v v- TU)
Shopee, a leading E-commerce marketplace in Southeast Asia, is headquartered in Singapore and is a subsidiary of Sea Limited, previously known as Garena, which was established in 2009 by Forrest Li Launched in Singapore in 2015, Shopee has experienced continuous expansion across the region.
+2015 : Shopee officially “debuted” in the Southeast-Asian market
+ 8/8/2016 : a press conference was formally initiated in Vietnam to report Shopee’s successful performance after | year of focus on E-commerce
+ 2017 : Introducing Shopee Mall in 7 markets
+ 2018 : Shopee’s total revenue reaches 10 billion USD
+ 2019 - Singles’ Day (11.11): Shopee Vietnam recorded over 70 million products sold across the region in 24 hours, marking its dominance in the market
+ 2021 : Launched its digital wallet ShopeePay in Vietnam, integrating seamless payment solutions for users and sellers
+ 2024 : Remains the dominant platform in the E-commerce field in Vietnam , leading in the total downloads, number of buyers and sellers and total revenue
Shopee's vision emphasizes the belief that online shopping should be accessible, easy, and enjoyable, reflecting their commitment to customer satisfaction The company aims to enhance user experience daily by providing an optimal online platform and adopting a customer-centric strategy Additionally, Shopee aspires to connect with customers worldwide, reinforcing their message that online shopping should be a seamless experience.
MISSION: “To Internet users across the region, Shopee offers a one-stop online shopping experience that provides a wide selection of products, a social community for exploration, and seamless fulfillment services”
A company's mission is a significant goal that aligns with its overall vision and is to be achieved within a specific timeframe It encompasses smaller objectives that contribute to the larger mission A mission statement articulates the company's purpose and aspirations For instance, Shopee aims to be the ideal online shopping platform, allowing customers to explore a vast array of products effortlessly They prioritize customer satisfaction by offering diverse services that empower users to make informed purchasing decisions, ultimately fulfilling their online shopping needs.
2.1.3 General business performance for the period 2020 - 2024 a) 2020 - 2023
Shopee Vietnam had an impressive revenue growth of nearly 11 trillion VND in
2022, up 92.2% compared to the same period in 2021 After many years of operating without profit, Shopee Vietnam had a positive after-tax profit of over 3 trillion VND in
In 2022, Shopee demonstrated remarkable growth, surpassing its competitors in the industry This expansion has allowed Shopee to increase its market share and enhance its competitiveness within the Vietnamese market Furthermore, the company has improved its operational efficiency, achieving a positive after-tax profit for the year.
NET REVENUE OF E-COMMERCE ENTERPRISES
@ 2020 @ 2021 @ 2022 Unit: Billion VND mạ mm
Figure 2.1.3.1 Net revenue of E-commerce enterprises (Vietdata 2022)
Table 2.1.3 Shopee revenue 2019 to 2023 ($bn) (David Curry 2024)
Shopee remains the dominant player in Vietnam's e-commerce market, achieving a Gross Merchandise Value (GMV) of 62.38 trillion VND and securing 71.4% of the market share The platform also holds over 50% market share across all categories of e-commerce goods in the country.
In Q2, Shopee outpaced TikTok Shop in growth rate, achieving a remarkable 16.1% increase in total GMV, while TikTok Shop only saw a 4.8% growth This significant performance allowed Shopee to capture an additional 3.5 percentage points of market share, highlighting its competitive edge in the E-commerce sector.
Báo các doanh thu các sản Thương mại điện tử - Quý 2/2024 @YouNet ECI
THỊ PHẨN GIÁ TRỊ GIAO DỊCH CỦA CÁC SÀN THƯƠNG MẠI ĐIỆN TỬ, QUÝ 2/2024
TikTok Shop ~41,4% +16,1% o TikTok Shop @® lazada invade 87,37 NGHIN 19,24 nghin 5,16 nghin
TY DONG tỷ đồng tỷ đồng
1,4 Tăng trường 4.8% so với quý trước nhưng TikTok Shop vẫn giảm 1 điểm thi phẩn do Shopee tăng trường đến 16% so với quý trước a _ Ngướn/NếNtingEtofeBleBSYSDRSTEĐ
Figure 2.1.3.2 Market share of transaction value of e-commerce platforms, quarter 2 of 2024 (YouNet ECI 2024) 2.2, Return process of Shopee
When buyers submit Return or Refund requests, they are presented with two options: Refund only or Return & Refund The choice between these options depends on the reason for the Return or Refund and the condition of the received items.
This is a comprehensible table showing the cases buyers can go through when they want to return/ refund:
Figure 2.2.1 Return/Refund reasons (Shopee 2024)
Customers can receive refunds without returning items in six specific cases: non-delivery or empty parcels, insufficient quantity, spilled liquids, broken products, or expired items Conversely, refunds require the return of products in situations such as receiving the wrong parcel, counterfeit or faulty items, scratched products, damaged outer packaging, or if the buyer simply changes their mind about the purchase.
To enhance clarity and protect the interests of both sellers and buyers in Returns/Refunds, Shopee agents are responsible for managing the reasons and circumstances surrounding Return/Refund requests This ensures that cases are assessed fairly and efficiently, allowing for accurate calculations of the appropriate Return/Refund remedies, including refunded amounts, shipping fees incurred by sellers, and any applicable compensation.
For example, a Shopee agent reviews a case of a damaged item The reason chosen by a buyer may be "Scratches" and then this Shopee agent can change to
The original Return/Refund policy has been modified to "refund only" due to significant issues with the item, such as a shattered mirror This change benefits buyers by eliminating the need for item returns, while also helping sellers avoid unnecessary shipping expenses.
Of course, there are several non-returnable types of goods:
- Items in the electronic category are unsealed
When Shopee approves a refund or return request, the Seller receives an email notification Following this, Shopee coordinates the delivery of the returned item to the Seller's specified Local Address, which must be within the same country where the item was initially listed for sale on the Shopee platform.
If the Seller does not provide a Local Address or declines to accept the returned Item within a reasonable timeframe set by Shopee, the platform may dispose of the Item as it sees fit Consequently, the Seller will lose all rights to the Item.
The Seller must notify Shopee to either confirm or dispute the receipt of the returned Item within the earlier of:
- two (2) days after the status in Seller Center is updated to "Delivered," or
- five (5) days after receiving the Email Notification (the "Notification Period")
If the Seller does not inform Shopee within the specified Notification Period, it will be assumed that the Seller has accepted the delivery of the Item, and the Seller agrees to forgo any claims or disputes related to the Item.
Shopee has the exclusive authority to decide if an approved Item for refund and return should be sent back to the Seller If Shopee chooses not to return the Item, the Seller will lose all rights to it.
If Shopee rejects a refund or return request for an item that has already been received, they will arrange for the item to be delivered back to the buyer's address as specified in Section 2.
There are units involved with Shopee including Shopee Xpress and Shopee Supported Logistics (SSL)
Evaluation of return process at Shopee 0 Q2 nen re 23
To gain an objective understanding of the return process quality at Shopee, we conducted a survey to gather user opinions on Shopee and other similar platforms Participants were asked to assess their preferred online shopping platform based on response speed, user interface, and the return/refund procedure.
22 evaluation of the return process of Shopee is concluded from the result of our survey combined with the feedback collected on the Internet as well as a number of articles
Shopee received impressive scores of 3.8, 3.9, and 3.69 out of 5 for response speed, interface, and procedure, respectively This indicates that, despite catering to a large customer base, Shopee has successfully maintained an efficient return policy.
Shopee's return policy is transparent and easily accessible, featuring clear, step-by-step instructions for initiating returns through its app or website This clarity minimizes confusion and significantly boosts user satisfaction.
Shopee is also capable of producing return and refund services to all domestic customers regardless of their location thanks to the cooperation with various delivery enterprises (e.g GiaoHangTietKiem, GHN, NinjaVan.)
Shopee's clear return policies effectively mediate disputes between buyers and sellers, significantly reducing the administrative burden on sellers and expediting the resolution process This not only enhances the seller's experience but also fosters repeat purchases and long-term customer loyalty.
Shopee's return and refund process stands out in the E-commerce sector due to its clear and accessible return policy for both customers and sellers, coupled with efficient customer service This superior approach has significantly contributed to Shopee's dominance in the online shopping market in recent years.
Our team conducted a survey on online return satisfaction, gathering 118 responses The findings led us to several key conclusions regarding customer experiences with the return process.
A recent survey highlights key challenges faced by customers when returning online purchases, with long refunding times and complicated procedures being the most significant issues Specifically, 49.6% of respondents identified lengthy refund processes as a major concern, while 47.9% pointed to the complexity of return procedures Additionally, approximately 30.8% of participants reported that their return requests were rejected.
Các vấn đề bạn gặp phải khi đổi trả hàng online?
Quy trình trả hàng rườm rà 56 (47,9%)
Thời gian hoàn tiên lâu 58 (49,6%)
Không chắp nhận yêu cầu 36 (30,8%)
Dịch vụ hỗ trợ khách hàng k 29 (24,8%)
Chưa gặp vấn đẻ gì|̧—1 (0,9%)
Mình ko gặp vấn đè|§—1 (0,9%)
Trước giờ mình mới chỉ hoà 1 (0,9%)
Chưa bao giờ trả hàng nên —1 (0,9%) chưa thấy bắt tiện |1 (0,9%)
Mình chưa thử nên không rõj#—1 (0,9%)
Chưa trả hàng bao giờ|#—1 (0,9%) khoingj#—1 (0,9%)
Chưa thấy có ván đè|—1 (0,9%)
- Shopee’s refund process is often criticized for being too slow, leaving customers waiting for extended periods to regain their money This may be due to the high
During peak shopping periods or sales events, businesses often experience a high volume of customer requests Refunds to credit or debit cards usually take 3 to 5 working days, and for credit card installments, this can extend up to 14 working days, leading to potential delays Furthermore, unclear communication about refund timelines contributes to customer dissatisfaction, making the overall experience feel unreliable.
Tốc độ phản hồi yêu cầu trả hàng mã: ã %: mã M5
Shopee Tiktok Shop Lazada Khác inconvenient Many believe that improving the speed and transparency of refunds could significantly enhance the shopping experience b) Complicated procedure:
Shopee's return and claims procedures are frequently perceived as overly complicated and time-consuming, primarily due to the involvement of multiple parties, such as excessive verification teams for minor refunds and physical inspection departments for obvious product issues This complexity, especially in the refund process, often results in prolonged waiting times for customers to receive their money, contributing to a heightened sense of inconvenience.
Shopee Tiktok Shop Lazada Khac
SOME RECOMMENDATIONS AND SOLUTIONS TO
Development goals of Shopee in the return process for the next 5 years 27 3.2 Some recommendations implemented by DHL Supply Chain and IBM
Mr Esten Mok emphasizes that problem-free online shopping is unattainable, highlighting the necessity for robust dispute management frameworks to ensure fairness between buyers and sellers Echoing this sentiment, Ms Low Yen Ling stated that digital marketplaces with fair trading practices and effective dispute management gain greater consumer trust In response, Shopee has enhanced its app to facilitate direct communication between customers and specialized customer service agents for return and refund issues Additionally, Shopee has partnered with the Consumers Association of Singapore (CASE) to strengthen its commitment to consumer rights through a new dispute management framework This initiative aims to protect both buyers and sellers while fostering trust and loyalty in the e-commerce space.
3.2 Some recommendations implemented by DHL Supply Chain and IBM Blockchain Platform
To enhance refund efficiency, Shopee should adopt an automated refund management system powered by AI to verify eligibility and streamline decision-making Implementing blockchain technology will provide transparency and enable real-time tracking of payments, effectively addressing customer refund requests Collaborations with payment gateways such as Stripe and PayPal facilitate instant refund solutions, while direct-to-bank or wallet refunds reduce delays from intermediaries Together, these strategies will significantly accelerate and improve the refund processing experience for Shopee's customers.
Simplifying the return process requires the elimination of unnecessary steps and the use of automation For straightforward cases like incorrect items, visible damage, or missing parts, Shopee should accept photo or video evidence, bypassing the need for physical inspections Additionally, Shopee's logistics partners can assess the condition of returned products during shipping, streamlining the process further By employing AI algorithms to analyze submitted visual evidence, Shopee can automatically identify clear defects and approve refunds efficiently.
The execution of this project provided us with valuable insights into online retailing, cargo delivery, and customer service Under our mentor's guidance, we gained a comprehensive understanding of the return process from social, operational, and customer experience perspectives This experience significantly shaped our project execution Additionally, we developed essential soft skills such as communication, problem-solving, and project management Collaborating with classmates allowed us to explore diverse perspectives, enhancing our understanding of the subject and improving our approach to challenges.
Our research has provided valuable insights into how Shopee manages its return and refund services, highlighting the formulation, execution, and control of its return policies This collaborative effort has also enhanced our skills in teamwork, research, and understanding new concepts, all of which are essential for our future careers.
Our review of the return process has allowed us to evaluate key factors such as reverse logistics, customer satisfaction, and cost efficiency By leveraging each team member's strengths, we fostered a productive environment for discussions and research This collaborative approach enabled us to analyze the return process from multiple perspectives, providing a comprehensive understanding of its impact on Shopee's operations The insights gained from this report will serve as a strong foundation for further exploration of Logistics and Supply Chain Management fundamentals.
In concluding this project, we are excited to deepen our understanding of Logistics and Supply Chain Management We sincerely thank the lecturers at the School of International Business and Economics for their invaluable knowledge, particularly our instructor for her guidance and support throughout the project We also appreciate our team members for their perseverance, commitment, and dedication.
We anticipate receiving feedback that is both evaluative and constructive, aimed at enhancing our understanding of this topic from lecturers, seniors, and fellow students.
Lastly, we would like to sincerely thank Dr Hoang Thi Doan Trang, who directly mentored us to complete this report
Bui (2022) discusses Shopee in the context of e-commerce education at the National Economics University, highlighting its significance in the digital marketplace The study is accessible on Studocu, providing valuable insights into online business strategies For further details, visit the link: https://www.studocu.com/vn/document/dai-hoc-kinh-te-quoc-dan/kinh-doanh-thuong-mai/shopee/37055644?origin=search-results (Accessed: 29 November).
Nguyễn, H.T and Lê, T.B (2020) 7ổng quan về logistics ngược, Tạp chỉ Công Thương Avallable at: https:/Aapchicongthuong.vn/tong-quan-ve-logistics-nguoc-71769.htm (Accessed: 29 November 2024)
Shopee's vision, mission, and values are essential components that guide its operations and strategic direction The company's vision focuses on creating a seamless online shopping experience, while its mission emphasizes empowering consumers and sellers through innovative technology Additionally, Shopee's core values highlight customer-centricity, teamwork, and integrity, which are fundamental to its success in the competitive e-commerce landscape For a detailed exploration of these elements, refer to Luong's (2021) essay on Shopee's vision and mission, available on Studocu.
About Shopee s Return/Refund Process (2024) Seller education hub Available at: https://seller.shopee.com.my/edu/article/11775 (Accessed: 29 November
Refunds and returns are essential aspects of the shopping experience at Shopee SG The Shopee SG Help Center provides detailed information on their Refunds and Return Policy, ensuring customers understand their rights and the procedures involved For more information, visit the Shopee SG Help Center at [this link](https://help.shopee.sg/portal/4/article/77 152-Refunds-and-Return-Policy).
Reverse logistics refers to the process of moving goods from their final destination back to the manufacturer or distributor for the purpose of recapturing value or proper disposal This practice is essential for businesses aiming to enhance sustainability and reduce waste According to Niki Finegan in an article on Flowspace, understanding reverse logistics can significantly improve operational efficiency and customer satisfaction For more insights on this topic, visit ASCM.org and Flowspace's blog.
SHOPEE E-LOGISTICS (2021) Studocu Available at: https:/Awww.studocu.com/vn/document/truong-dai-hoc-van-lang/tai-chinh-tien-t e/shopee-tec2 Ilsm/43275344 (Accessed: 04 December 2024)
The Seller Education Hub provides essential information regarding the responsibility for shipping fees associated with returned and refunded orders in 2024 For detailed guidance, visit the article at [Shopee Seller Education Hub](https://seller.shopee.sg/edu/article/19734/Who-will-bear-the-forward-and-return-shipping-fee-for-returned-refunded-orders) (Accessed: 04 December 2024).
10 Introduction to Shopee Supported Logistics (2024) Seller education hub Available at: https://seller.shopee.sg/edu/article/7 1 /about-shopee-supported-logistics (Accessed: 04 December 2024)
11 “Exploring Reverse Logistics and Its Essential Roles.” Reallogistics.vn, 29 Oct 2024, reallogistics.vn/insights/reals-news/exploring-reverse-logistics-and-its-essential -roles
12 What is Fulfilled by Shopee? (2024) Seller education hub Available at: https://seller.shopee.sg/edu/article/14544/fulfilled-by-shopee (Accessed: 04 December 2024)
13 Coins Cashback Programme (2023) Seller education hub Available at: https://seller.shopee.sg/edu/article/7083/about-coins-cashback-programme (Accessed: 04 December 2024)
14 Curry, D (2024) Shopee revenue and Usage Statistics (2024), Business of Apps Available at: https:/Awww.businessofapps.com/data/shopee-statistics/ (Accessed: 04 December 2024)
15 Luong, T (2024) Shopee continues to maintain its leading position in the e-commerce sector in Vietnam, Vietdata Research Available at: https:/Awww.vietdata vn/post/shopee-continues-to-maintain-its-leading-position- in-the-e-commerce-sector-in-vietnam#:~:text=S pecifically%2C%20in%202020
%2C%20the%20company’s,over%201%2C3%20trillion%20VND (Accessed:
16 Soh, G (2023) Shopee commits to process refunds, return requests within average of 21/2 Working Days, The Straits Times Available at: https:/Awww.straitstimes.com/singapore/shopee-commits-to-process-refunds-ret urm-requests-in-average-of-2-working-days (Accessed: 04 December 2024)
17 Staff, M (2023) Reverse logistics: The Ultimate Guide, Manhattan Available at: