Shopee review: Process to resolve a solved case

Hi,

I'm the seller in Shopee SG. I experience refund and return from a buyer claimed that my product is fake because the packaging & weight is different from what his partner bought previously. Without communicating with seller, he straight away confirm and even edit the picture said that I sell fake product and even fake a QR code on it to collect information.

I've submit all the evidences provided from authorised distributor that listed in the official website and also email from the owner of the product. They explained the differences and the QR code and confirm the authenticity of the product.

The evidence was approved by Shopee and buyer's request was rejected, and he requested again and got rejected again.

Again, without communicating with seller he posted a false review still insisted that the product is fake. Then only he message me said the same thing and ask me to agree the refund and return, and I explained to him everything, showed him all the evidences from authorised distributor and official owner.

I answered his questions by providing the evidences, and at the end he just never replied my message anymore which I not sure he accepted or not accepted.

I reported the review to Shopee, then I've transferring from product team to listing team, which I dont udnerstand. It's the same case, same buyer actually, which already resolved by Shopee dispute team, but they still need to investigate and transfer the case to listing team, and I've to wait again because they need to review again. They said they cant retrieve the evidences from the dispute team.

Same case, same buyer, but I need to wait for Shopee to transfer to another team and RE-VIEW the solved case again not sure if will ask me to RESUBMIT again.

Anyway, the review still remain there, it might caused misleading to the public, and affect my business other seller's as they sell the same packaging as well.

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