Shopee was penalized by Procon de Minas Gerais with a fine of R$ 762,309.01 for failing to refund the full amount of canceled purchases within the required timeframe. The issue arose when customers canceled international orders: Shopee only refunded a portion of the money, keeping the import taxes paid. This action was deemed improper by consumer protection authorities.
Summary
- Shopee was penalized by Procon-MG with a fine of over R $ 760 thousand for failing to refund the complete amount of canceled orders.
- The company kept the taxes even if the customer asked for a refund within 7 days, which violates the Consumer Protection Code.
- Shopee stated they would notify customers about retention, but Procon believed it was the company’s duty, not the consumer’s.
Repentant customers should be given the complete amount they are owed.
Online shoppers have the right to cancel their purchases within seven days and receive a full refund under the Consumer Protection Code. However, Shopee was found to violate this rule by not refunding the taxes included in the original purchase price, as discovered by Procon-MG.
Shopee claimed to notify customers about the tax retention and highlighted that Brazilian laws do not support tax refunds. In contrast, Procon-MG argued that customers should not be charged for this and insisted that the platform should cover the entire refund.
Shopee has not responded to the fine imposed by Procon for its failure to address the issue, based on e-commerce regulations.
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