Remove fake and abusive Shopee ratings

What Shopee’s rules allow sellers to challenge

Shopee Malaysia’s help centre lists the reasons a product review can be removed:

• Abusive, vulgar or offensive language, including profanity directed at you or your staff.
• Personal attacks, hate speech or discrimination.
• Comments not related to the product or service, such as a complaint about another shop or about Shopee itself.
• Spam, repeated comments or misleading claims, including the same text posted on several of your listings.

Reviews that expose personal data, such as your phone number or warehouse address, are treated as a serious breach. What Shopee keeps: a low star rating without comment, a short opinion like “average”, or a polite but negative account of a real purchase.

Rating attacks we see on Malaysian shops

• Rival orders: a competing seller buys your cheapest item, then leaves one star with a claim of a fake product. Order history, delivery proof and the buyer’s other ratings often show the pattern.
• Refund leverage: a buyer threatens in Shopee Chat to leave a bad rating unless you refund outside the return process, then follows through with abuse.
• Wrong photos: images of a different product, a blank picture or a screenshot from another shop attached to a one-star rating.
• Courier rants: a rating about late delivery that names the rider or insults your staff rather than describing the product.
• Copy-paste campaigns: identical wording in Bahasa Melayu or English appearing on several listings in a few days.

Your free options first

Shopee lets sellers reply publicly to each rating and report ratings that break its rules through the seller tools. A short, polite reply that states the facts (order number, return offered) reassures the next buyer. Talking to a genuine unhappy buyer through Shopee Chat and solving the issue is often the quickest fix. Never offer vouchers or money in exchange for changing a rating: Shopee forbids incentivised reviews and can penalise your shop.

The Online Safety Act 2025 does not apply to product ratings, and KPDN has no specific fake-review rule, so the platform’s own process is the route that works.

How we file Shopee removal requests

1. You send the product links and the ratings concerned through the contact form. We assess them for free against Shopee’s rules.
2. You sign an authorisation letter for your shop. We never ask for your Seller Centre password or a sub-account.
3. We document each case: order and delivery records, the buyer’s rating history, chat messages showing threats, the photo mismatch.
4. We submit the request to Shopee through its seller support channels, citing the exact rule broken.
5. We follow up and report the result for every rating: removed or hidden, refused with the reason, or pending.

Price and timing

RM92 per rating, RM248 for 3, RM683 for 10. Fixed price, no extra fees, card payment through Stripe. Work starts within 48 hours; Shopee checks reports manually and its answer time varies. Shopee decides, so we take only ratings with a clear ground. Selling on several marketplaces? See Lazada review removal, our online sellers page and the full list on fake review removal.