For Buyers
Returns and refunds
File a return within 3 days of arrival; if you cannot agree, the Resolution Center decides.
Updated · Orders, returns, and reviews
https://satupack.com/en/bantuan/retur-pengembalian-dana
Steps
Open the order that has Arrived in the Satupack app. Make sure it is still within 3 days of arrival.
Tap File a return, then choose which items to return and how many.
Choose the reason and what you want: a refund or a replacement. For other reasons, describe the problem.
Attach photos (and a video if needed) as proof, then tap Send return request.
The seller approves or rejects with a reason. You get a notification and can follow it on the Return status page.
If approved, send the goods as the seller instructs. After the seller records the goods as received and completes the return, the refund or replacement is processed.
If rejected and you cannot agree, tap Take to the Resolution Center. The Satupack team reviews both sides' evidence and decides; the funds stay on hold during the review.
Tips
- Photograph the goods and packaging as soon as they arrive.
- Shipping is also refunded when all items are returned because of the shop's mistake (final rules await Trigunung's decision).
- The 3-day filing limit is an initial rule and may change.
Common questions
When do I get my money back?
Once the seller completes the return or the Resolution Center decides, the order funds are returned to you. Satupack holds the order funds while a return is in progress.
What is the Resolution Center?
The Satupack team that reviews the photos, videos, and notes from the buyer and seller and decides fairly. The decision binds both sides.
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Related guides
- Tracking an orderSee the order status, the courier position on the map, and the delivery photo proof.
- Writing and reading reviewsGive stars and a comment for the shop after the goods arrive, and read other buyers' reviews before buying.
- Contacting Customer CareReach the Satupack team by WhatsApp, phone, or email; replies within 1 working day.
- Cancelling an orderCancel an unpaid order yourself; a paid order needs the seller's approval.
Still need help?
Our team replies within 1 working day.