Shopee Strengthens Buyer Confidence with On-Time Guarantee Program

 70% of Gen Zs Require Smooth Delivery To Check-out Online


Shopee's established fulfilment practices ensures parcels

Shopee’s ‘The Future of Shopping: Engaging Generation Z Shoppers in the Digital Era’ market study in collaboration with Kantar found that 70% of Malaysian Gen Z’s will shop online if they are confident of a smooth delivery experience. Survey respondents prioritised in particular free shipping with no minimum spend and next day delivery whenever hitting the checkout button.


In fact, two thirds of Gen Z’s surveyed base their confidence on Shopee's established fulfilment practices. They review the platform’s flexible shipping options, on-time delivery guarantee, customer testimonials about delivery in good condition, and use real-time order tracking consistently to have peace of mind. The study also found that 70% of Malaysian Gen Z’s are more likely to hop over from social media platforms to e-commerce sites like Shopee to complete their shopping purchases.


In response to these evolving shopping behaviours, Shopee is introducing the On-Time Guarantee program commencing on 6 May. By implementing the On-Time Guarantee, Shopee is directly addressing a key consumer's preference for timely delivery, ultimately strengthening buyer confidence and driving repeat business on the platform.


Ming Kit Tan, Head of Marketing and Business Intelligence at Shopee Malaysia, said “Gen Zs seek a frictionless buying experience with both efficiency and transparency throughout the entire purchase journey. Focusing on customer centricity and enhancing the overall shopping experience, we also introduced the 15-Days Free Returns, No Questions Asked* program to empower buyers with unparalleled flexibility, allowing for ‘Change Of Mind’ returns on eligible items with a seamless and hassle-free process. By putting our users’ needs first, we aim to build an unwavering foundation of trust, fostering peace of mind for all Shopee users through consistent attention to their concerns and preferences.”


Bird's-Eye View of the New SPX Express Bukit Raja Sorting Centre


To support these evolving needs and to better serve customers, Shopee’s logistics partner, SPX Express, is proactively expanding its delivery capacity and coverage area throughout 2024. Their extensive network of over 140 hubs and warehouses, coupled with a robust network of 1,200 service points provides buyers with both timely delivery and convenient self-collection points.


SPX Express is further bolstering its customer-centric approach by expanding self-collection points outside the Klang Valley to 700 within the next six months. This strategic move allows shoppers to seamlessly integrate package collection into their daily routines.




Survey Methodology

  • The “The Future of Shopping: Engaging Generation Z Shoppers in the Digital Era” survey was conducted by Kantar’s Profile division, between 31 January and 5 February 2024. Voluntary feedback was obtained from 400 Malaysians.



About Shopee

Shopee is the leading e-commerce platform in Southeast Asia & Taiwan. Shopee promotes an inclusive and sustainable digital ecosystem by enabling businesses to digitalise and grow their online presence, helping more people access and benefit from digital services, and uplifting local communities.


Shopee offers an easy, secure, and engaging experience that is enjoyed by millions of people daily. Shopee is also a key contributor to the region’s digital economy with a firm commitment to helping homegrown brands and entrepreneurs succeed in e-commerce.


Shopee is part of Sea Limited (NYSE: SE), a leading global consumer internet company. Sea’s mission is to better the lives of consumers and small businesses with technology through its three core businesses: Shopee, Garena and SeaMoney.

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