Shopee
Updated: 26 Jan 2023
1. What is the platform's channel(s) (e.g., online form / portal) for submitting and tracking complaints?
1. Brand IP Portal Shopee’s Brand Intellectual Property (IP) Portal is a one-stop platform that aims to safeguard the interests of sellers/IP owners and maintain Shopee as a safe and reliable marketplace for all users. The portal has been created with the interest of brands in mind, where Shopee hopes to: (1) Simplify complaint processes – Shopee’s Brand IP Portal significantly increases efficiency as brands only need to complete one-time registration of their Brand IP documents. (2) Create a streamlined submission flow – All of Shopee’s markets are available for brands to file IPR infringements in the portal. Fields are automatically validated, and information previously registered can be easily re-selected from dropdown menus. (3) Provide a seamless status tracking experience – The status of all case submissions is updated automatically and summarised on a single page for easy and accurate monitoring. For a full guide on how to use the Brand IP Portal, take a look at our Seller Education Hub article. 2. IPR Webforms Shopee’s IPR webforms are available as an alternative to the Brand IP Portal for users who currently may not have access to the portal or do not need to file complaints frequently.
2. What is the platform’s procedures and requirements for handling and processing complaints:
(1) User Verification Stage Through the Brand IP Portal, users first register either as a “Brand Owner” or an “Authorized Agent”. Shopee aims to process each user’s registration within 3-5 working days. If there are urgent IPR infringement cases and users have not been approved on the Brand IP Portal, please proceed to use our IPR online webforms. (2) Brand IP Documents Submissions Stage After getting approved onto the platform, users are to submit IP documents for validation. Based on the type of IP submitted, the required information may vary:
| Type of IP | Required information | Optional information |
|---|---|---|
| Trademark | ▪ Local Trademark Registration Certificate(s) ▪ Expiry Date |
▪ Pictorial Guidance/ Pricelist |
| Copyright | ▪ Local Copyright Registration Certificate(s), if any | ▪ Pictorial Proof ▪ Expiry Date |
| Industrial Design | ▪ Industrial Design Certificate(s) | ▪ Expiry Date |
| Patent | ▪ Patent Certificate(s) | ▪ Expiry Date |
For Authorized Agents, they are required to submit an additional document – Proof of Authorisation (PoA) – to verify that they have been authorised by the brand to submit IPR infringement complaints on their behalf. (3) IPR Infringements Cases Submissions Stage Once brands’ IP Documents have been approved, they may file listings that infringe on their IP rights via the Case Management modules and connect it to the relevant IP Document. Brands may then track the progress of their cases via the portal.
3. What are the expected or average complaint processing times for the notifications (with option to break down into segments, e.g., “trusted notifiers” and “others”.)
We will review and handle all cases submitted within 48 hours. Cases will be processed within 8 working days.
4. Is there external-facing contact(s) who can speak for the platform in relation to IP protection and anti-counterfeiting issues?
Yes, Shopee has a dedicated Regional Brand Protection team located at its headquarters in Singapore. This team is the first point of contact for brands. Shopee also has local teams based in Singapore, Malaysia, Indonesia, Thailand, the Philippines, Vietnam, Taiwan, and Brazil that offer comprehensive assistance for rights holders to protect their IP rights.
5. Are there any other practices adopted by the platform which further boost IPR protection?
(1) Seller Education Hub Shopee sellers start their journey with the basic courses via our Seller Education Hub that take them through how to set up and run their shops on Shopee. Shopee provides courses, webinars and articles to help sellers understand our strict IP Infringement policy, as well as guides on how to protect their own brands on Shopee. (2) Dedicated Brand Protection Website Shopee communicates its clear stance on IP protection via our Shopee Brand Protection website. This channel includes sections to educate sellers on the importance and value of Intellectual Property, guides rights holders on how to report IPR violations on Shopee, and helps our consumers with tips on what to look out for to ensure a safe and enjoyable shopping experience. (3) IPR Repeated Offenders Policy Sellers who violate the policy for infringing IP or selling counterfeits will be issued penalty points under the Shopee Seller Penalty Points system. Repeated offences, where multiple penalty points are accumulated through repeated violations of listings for infringing IP, may result in temporary suspension or permanent bans of the sellers’ accounts.