Every order. On video. Dispute-proof.
“Kedai saya tak muncul dalam search. Kenapa?”
That message usually lands on a Monday. The shop is still open and the orders have stopped coming. In Malaysia the most common explanation is Shopee penalty points. Shopee issues them when a shop misses the minimum standards it expects, checks performance every week, and attaches restrictions to the running total. The first sign is usually traffic drying up. Here is what triggers them, what each tier costs, and how appeals changed in 2026.
What Shopee penalty points actually are
Penalty points are not fines. Nobody sends you a bill. They are a performance record, and the restrictions attached to them are where the damage sits.
You can see yours in Seller Centre under Account Health, then My Penalty. On the Shopee App it sits under Me, then My Shop, then Shop Performance, then Account Health. Points appear within a day of being issued, and performance is reviewed weekly with updates landing on Mondays. One bad week can be followed by a spotless one, but the point earned in the bad week stays on record until the quarter resets.
The four areas Shopee reviews
Shopee groups its minimum standards into four areas: listing violations, fulfilment of orders, customer service, and customer satisfaction. Listing problems cover prohibited items, counterfeit and intellectual property complaints, duplicate listings and misleading discounts. Fulfilment covers how orders leave your shop, customer service covers chat behaviour, and customer satisfaction covers ratings and how complaints are handled.
Most sellers who get blindsided are not breaking listing rules. They lose points in fulfilment.
The fulfilment metrics that catch sellers out
Two rates do most of the damage, both measured over a rolling seven day window.
- Non-fulfilment rate (NFR): the share of your orders in the past seven days that were cancelled or returned.
- Late shipment rate (LSR): the share of your orders in the past seven days that were shipped late.
From 11 May 2026 Shopee also issues points for Fast Handover Rate, which tracks how quickly parcels get into the courier’s hands after pickup. Check the current thresholds in your Seller Centre, not a screenshot from a Facebook group.
Read the NFR definition a second time. A return counts against the metric even when the buyer changed their mind, and even when the buyer says the parcel arrived empty. A cancellation logged by a buyer who picked the wrong variant counts too. What stays in your hands is whether you can show what left your table.
What each tier costs your shop
Shopee revises the tier table from time to time, so confirm the numbers in your own Seller Centre.
- A shop at 6 points or more sits in Tier 2 and is excluded from marketing campaigns, so sale day slots are off the table.
- A deboosted shop gets a daily order limit. Once the limit is hit, the shop stops showing in buyer search and recommendations until it resets.
- Visibility returns when points drop below 3, or a successful appeal removes them.
- 15 points or more will freeze the account, and repeat counterfeit or intellectual property violations within six months can freeze it sooner.
One detail matters here. Shopee’s own articles word the quarterly reset differently, one says the last Monday of March, June, September and December, another the first Monday of January, April, July and October. Rather than guess, read the punishment end date printed on your own shop.
Appeals in 2026: earlier, and facts led
Since 20 April 2026, sellers can appeal penalty points in advance, up to seven days before the punishment starts. A wrong point can be contested before the shop loses its search visibility, not after. Appeals are submitted from Account Health in Seller Centre.
An appeal is a conversation about facts. If a metric looks wrong, you normally have to show what happened on the orders in question: which parcels were handed over, on which day, under which tracking number. A packing record tied to the order number answers that in one clip. Being clear about the limit: a video does not recalculate a metric after the fact, and it will not rescue a shop that is genuinely shipping late. It gives you something to attach when the record is disputed, and something to show a buyer who insists the box arrived empty. Our guide to proof of shipment covers what to collect, and what is packing verification explains how the record is built.
The Monday routine that keeps points away
Ten minutes a week, in the same order:
- Open Account Health and read the points, the punishment end date, and the areas flagged.
- Check NFR and LSR for the week and note which orders moved them.
- Hand over the parcels closest to a late handover first, before new orders.
- Note the reason behind every cancellation and return from the week.
- Clear unread buyer chats, because response time feeds the customer service side.
- Appeal anything that looks wrong inside the pre appeal window, not after the punishment lands.
Boring on a good week, which is exactly when it is cheap.
Where the packing record fits
Packory records the pack for you. Scanning the AWB starts the recording, a timestamp is written into every frame, and the clip is filed under that order in your own cloud storage. Sharing the proof link with a buyer is seller initiated, you send it yourself when you need it. The free tier covers up to 25 verified orders a month, and paid plans start at RM12.99 for 75.
Two habits worth pairing with it. Before shipping to a buyer you have not dealt with, check the buyer for the signals other sellers have reported. And when a return eats the margin, run the real numbers through the fee and profit calculator so a bad week does not quietly become a loss.