Coming soon: Shipping Fee Reimbursement (SFR) program! The program will be available from 10 October 2025 and scale up gradually, estimating from 13 October 2025 onwards. With this program, you'll be reimbursed up to 40,000₫ per order for shipping fees on orders with failed deliveries or return/refund requests.

What is the Shipping Fee Reimbursement program?

Shipping Fee Reimbursement is a service that helps sellers reduce costs related to failed deliveries, returns, or other after-sales issues. It ensures the shipping fees are covered in eligible cases, allowing sellers to manage risks and focus on growing their business.

What are the benefits of using the Shipping Fee Reimbursement program?

System Operating Guide

1. How do I register for the Shipping Fee Reimbursement?

Note:Note: Our system will automatically request reimbursements for shipping fees when any covered issues occur, so you don't need to request reimbursements manually.

3. How do I check my service fee for Shipping Fee Reimbursement Program?

You can easily find this information in Seller Center > Finance > Transactions under your order settlement details and statement report:

FAQ

1. Are there any fees for Shipping Fee Reimbursement?

Yes. A small flat service fee is charged for each order (tax included), regardless of the order amount.

2. Is this Shipping Fee Reimbursement mandatory?

No, this program is completely optional. Sellers can join and opt out at any time.

3. Is there a cap on the amount of reimbursement that I can receive?

Yes, the maximum reimbursement you can receive for a single order is 40,000đ. However, there's no limit to the numbers of orders that may be reimbursed.

4. What cases are not covered for shipping fees under the Shipping Reimbursement?

The following cases are not eligible for reimbursement:

• Seller's Own Fleet (SOF): Shipments delivered using the seller's own logistics network.
• Return cases where the item is not successfully delivered back to the seller, including losses or damages by the logistic service provider, incorrect items being returned, and items lost or damaged by the buyer. Please refer to this article for more details.
• Orders or return/refund requests submitted before you receive a notification that you've successfully joined the program.
• Return shipping fee if buyer uses self-arranged return options

5. How do I know if my order is eligible for shipping fee reimbursement?

All orders created and shipped to the buyer while you are enrolled in the program are eligible for the Shipping Fee Reimbursement reimbursement.
The following cases are not eligible for reimbursement:

• Seller's Own Fleet (SOF): Shipments delivered using the seller's own logistics network.
• Return cases where the item is not successfully delivered back to the seller, including losses or damages by the logistic service provider, incorrect items being returned, and items lost or damaged by the buyer. Please refer to this article for more details.
• Orders or return/refund requests submitted before you receive a notification that you've successfully joined the program.
• Return shipping fee if buyer uses self-arranged return options

6. Is the Shipping Reimbursement Program inclusive of tax?

Yes. The service fee already includes tax, so there are no additional charges.

7. How to obtain the billing invoice & tax invoice for the Shipment Reimbursement Program?

You can get the billing invoices and tax invoices for the service fee of the Shipping Fee Reimbursement Program in the Seller Center > Invoices, under platform fees.
Please note that the reimbursement itself will not be included in invoices, and only shown in transaction details.

8. Can I leave the Shipping Fee Reimbursement program if I no longer want to participate?

Yes. You can withdraw from the program at any time.

1. Go to Seller Center → Manage Orders
2. Click "View details" under the Shipping Fee Reimbursement Program
3. Choose "Leave program".

⚠️Note:

• Starting 24 November 2025, your withdrawal will take effect 5 days after the date you submit your request.

Example: If you unsubscribe on 25 Nov, your exit will take effect on 30 Nov.

• Any eligible orders placed before your exit date take effect will still be covered under the program

9. Why has my service fee changed?

• Shipping Fee Reimbursement (SFR) pricing is now refreshed periodically as part of regular program enhancement.
• You will be notified of any price changes and can choose to stay in the program or opt out.