SHEIN: Erro na devolução de produtos, pacote recebido por loja errada e prejuízo de R$ 534,45

Realizei uma solicitação de devolução de produtos comprados pela plataforma SHEIN, porém ocorreu um problema durante o envio pelos Correios. Por um erro na identificação dos pacotes, uma loja parceira da SHEIN recebeu uma encomenda que não correspondia aos seus produtos, contendo biquínis da Renner, no valor de R$ 534,45. Mesmo recebendo mercadorias de outra compra, a loja aceitou o pacote e realizou apenas um estorno de R$ 30,00. Além disso, ao tentar devolver a blusa adquirida na SHEIN, no valor de R$ 30,00, fui informada de que o código de postagem já havia sido utilizado. A blusa permanece comigo, e tenho um comprovante de postagem dos Correios com o peso de 0,679 kg, mas não consigo confirmar com segurança a qual pacote ele corresponde. Ressalto que a situação ocorreu devido a uma possível troca de pacotes durante o processo de devolução, e estou buscando uma solução para evitar prejuízos financeiros. A calcinha azul que também fazia parte dos itens de devolução não foi enviada. Solicito que a SHEIN investigue o ocorrido, verifique os registros de postagem e recebimento dos Correios e da loja parceira, esclareça o destino dos produtos e providencie uma solução adequada, incluindo o ressarcimento dos valores devidos, sem que eu seja prejudicada por esse erro.

Dear Customer, Thank you for reaching out to SHEIN Legal!   Please follow this guide to find the correct responsible department so that it can be handled quickly and effectively. 1. After-Sales Service and Account Issues:For order- and account-related issues, for example frozen accounts, order inquiry, order tracking, handling of missing parcel, returns, refunds, or other order issues, as well as other account-related issues, please visit: s:www.shein.com/contact-us. 2. Infringement Issues:For issues related to trademark/copyright/utility patent/design rights and other intellectual property infringements, Please submit the information through our IP-complaint portal: s:www.shein.com/ip-complaint 3. Personal Account Data and Security Issues:Right to access, Right to correction, Right to deletion, Unsubscribe, Right to opt-Out, and other privacy concerns, please visit: s:www.shein.com/-Center-a-1045. 4. Affiliate Program issues: please contact SHEIN's official customer service via: s:www.shein.com/contact-us.. For legal-related issues, we are committed to respond at our earliest convenience. Thank you for your patience. SHEIN Legal Team

Hello, Thank you for your response. However, my issue has not been resolved. This is not a simple question about an order or a return. I am reporting a serious problem involving a third-party seller on the SHEIN platform. Due to a package mix-up during the postal return process, a SHEIN partner seller received a package containing Renner bikinis worth BRL 534.45, which did not belong to that seller. The seller accepted the package and issued a refund of only BRL 30.00. Additionally, I have a problem with the return shipping code for a SHEIN blouse worth BRL 30.00. When I tried to return the blouse, I was informed that the shipping code had already been used. As a result, the blouse is still in my possession. I am requesting that SHEIN investigate this incident, verify the package received by the third-party seller, and clarify what happened to the Renner bikinis. I need a concrete solution, including reimbursement of BRL 534.45 for the bikinis and proper instructions to complete the return of the blouse, without suffering any financial loss due to this situation. Simply directing me to another customer service channel is not sufficient. I need this complaint to be forwarded to the department responsible for investigating third-party sellers and resolving disputes involving returns and refunds. Please provide a clear and definitive response explaining what actions SHEIN will take to resolve this matter. Thank you. Olá! Agradeço o retorno, mas a resposta enviada não resolve o meu problema. Minha reclamação não é uma simples dúvida sobre pedido ou devolução. Estou relatando uma situação em que uma loja parceira da SHEIN recebeu, por engano, um pacote contendo biquínis da Renner, no valor de R$ 534,45, e realizou apenas um estorno de R$ 30,00. Além disso, houve um problema com o código de postagem da blusa da SHEIN, no valor de R$ 30,00, que constou como já utilizado quando tentei realizar a devolução. Por esse motivo, a blusa continua comigo. Solicito que a SHEIN investigue o ocorrido, verifique o recebimento do pacote pela loja parceira e esclareça o destino dos biquínis. Preciso de uma solução concreta para o ressarcimento do valor de R$ 534,45 e para a regularização da devolução da blusa, sem que eu tenha prejuízo financeiro por essa situação. Não considero suficiente receber apenas orientações para procurar outro canal de atendimento, sem uma investigação efetiva do caso. Aguardo um posicionamento claro e definitivo da SHEIN.

Dear Customer, Thank you for reaching out to SHEIN Legal!   Please follow this guide to find the correct responsible department so that it can be handled quickly and effectively. 1. After-Sales Service and Account Issues:For order- and account-related issues, for example frozen accounts, order inquiry, order tracking, handling of missing parcel, returns, refunds, or other order issues, as well as other account-related issues, please visit: s:www.shein.com/contact-us. 2. Infringement Issues:For issues related to trademark/copyright/utility patent/design rights and other intellectual property infringements, Please submit the information through our IP-complaint portal: s:www.shein.com/ip-complaint 3. Personal Account Data and Security Issues:Right to access, Right to correction, Right to deletion, Unsubscribe, Right to opt-Out, and other privacy concerns, please visit: s:www.shein.com/-Center-a-1045. 4. Affiliate Program issues: please contact SHEIN's official customer service via: s:www.shein.com/contact-us.. For legal-related issues, we are committed to respond at our earliest convenience. Thank you for your patience. SHEIN Legal Team

Dear SHEIN Legal Team, Thank you for your reply. However, I have received the same general instructions again, and my complaint remains unresolved. I understand that order-related issues should be handled by Customer Service. However, I am using Reclame Aqui to formally report a situation involving a third-party seller on SHEIN’s marketplace, and I need a specific response regarding this incident. A seller on your platform received a package containing Renner bikinis worth BRL 534.45 that did not belong to that seller. The seller accepted the package and issued a refund of only BRL 30.00. Separately, I have been unable to return a SHEIN blouse worth BRL 30.00 because the return shipping code was reported as already used. The blouse remains in my possession. I am requesting an investigation into the package mix-up, clarification regarding the whereabouts of the Renner bikinis, reimbursement of BRL 534.45, and clear instructions to complete the blouse return without any financial loss. Please do not simply redirect me to another department without addressing the substance of my complaint. If SHEIN Legal is not the appropriate department, please forward this complaint to the responsible team and confirm where it has been referred. I would also appreciate a case reference number and a specific response regarding the resolution of this matter. I expect a concrete response addressing the facts of my complaint, rather than another generic message. Kind regards.

Olá! A resposta recebida da SHEIN não resolve o meu problema. A empresa apenas me direcionou ao atendimento pós-venda, sem analisar os fatos apresentados na reclamação. Uma loja parceira da plataforma recebeu, por engano, um pacote contendo biquínis da Renner, no valor de R$ 534,45, e realizou um estorno de apenas R$ 30,00. Além disso, estou enfrentando um problema com a devolução de uma blusa da SHEIN, no valor de R$ 30,00, pois o código de postagem foi informado como já utilizado, e o produto continua comigo. Solicito o apoio da PROTESTE para que minha reclamação seja encaminhada adequadamente e a SHEIN apresente uma solução concreta, investigando o recebimento do pacote pela loja parceira e esclarecendo como será resolvido o prejuízo financeiro. Não busco apenas orientações para entrar em contato com outro setor. Preciso de uma análise efetiva do ocorrido e de uma resposta clara sobre as providências que serão tomadas. Aguardo o apoio da PROTESTE para a resolução do caso.

Dear Customer, Thank you for reaching out to SHEIN Legal!   Please follow this guide to find the correct responsible department so that it can be handled quickly and effectively. 1. After-Sales Service and Account Issues:For order- and account-related issues, for example frozen accounts, order inquiry, order tracking, handling of missing parcel, returns, refunds, or other order issues, as well as other account-related issues, please visit: s:www.shein.com/contact-us. 2. Infringement Issues:For issues related to trademark/copyright/utility patent/design rights and other intellectual property infringements, Please submit the information through our IP-complaint portal: s:www.shein.com/ip-complaint 3. Personal Account Data and Security Issues:Right to access, Right to correction, Right to deletion, Unsubscribe, Right to opt-Out, and other privacy concerns, please visit: s:www.shein.com/-Center-a-1045. 4. Affiliate Program issues: please contact SHEIN's official customer service via: s:www.shein.com/contact-us.. For legal-related issues, we are committed to respond at our earliest convenience. Thank you for your patience. SHEIN Legal Team

Dear Customer, Thank you for reaching out to SHEIN Legal!   Please follow this guide to find the correct responsible department so that it can be handled quickly and effectively. 1. After-Sales Service and Account Issues:For order- and account-related issues, for example frozen accounts, order inquiry, order tracking, handling of missing parcel, returns, refunds, or other order issues, as well as other account-related issues, please visit: s:www.shein.com/contact-us. 2. Infringement Issues:For issues related to trademark/copyright/utility patent/design rights and other intellectual property infringements, Please submit the information through our IP-complaint portal: s:www.shein.com/ip-complaint 3. Personal Account Data and Security Issues:Right to access, Right to correction, Right to deletion, Unsubscribe, Right to opt-Out, and other privacy concerns, please visit: s:www.shein.com/-Center-a-1045. 4. Affiliate Program issues: please contact SHEIN's official customer service via: s:www.shein.com/contact-us.. For legal-related issues, we are committed to respond at our earliest convenience. Thank you for your patience. SHEIN Legal Team