Shopee Strengthens Buyer Confidence with On-Time Guarantee Program

Shopee’s ‘The Future of Shopping: Engaging Generation Z Shoppers in the Digital Era’ market study in collaboration with Kantar found that 70% of Malaysian Gen Z’s will shop online if they are confident of a smooth delivery experience. Survey respondents prioritised in particular free shipping with no minimum spend and next day delivery whenever hitting the checkout button.

In fact, two thirds of Gen Z’s surveyed base their confidence on Shopee's established fulfilment practices. They review the platform’s flexible shipping options, on-time delivery guarantee, customer testimonials about delivery in good condition, and use real-time order tracking consistently to have peace of mind. The study also found that 70% of Malaysian Gen Z’s are more likely to hop over from social media platforms to e-commerce sites like Shopee to complete their shopping purchases.

In response to these evolving shopping behaviours, Shopee is introducing the On-Time Guarantee program commencing on 6 May. By implementing the On-Time Guarantee, Shopee is directly addressing a key consumer's preference for timely delivery, ultimately strengthening buyer confidence and driving repeat business on the platform.

Ming Kit Tan, Head of Marketing and Business Intelligence at Shopee Malaysia, said “Gen Zs seek a frictionless buying experience with both efficiency and transparency throughout the entire purchase journey. Focusing on customer centricity and enhancing the overall shopping experience, we also introduced the 15-Days Free Returns, No Questions Asked* program to empower buyers with unparalleled flexibility, allowing for ‘Change Of Mind’ returns on eligible items with a seamless and hassle-free process. By putting our users’ needs first, we aim to build an unwavering foundation of trust, fostering peace of mind for all Shopee users through consistent attention to their concerns and preferences.”

To support these evolving needs and to better serve customers, Shopee’s logistics partner, SPX Express, is proactively expanding its delivery capacity and coverage area throughout 2024. Their extensive network of over 140 hubs and warehouses, coupled with a robust network of 1,200 service points provides buyers with both timely delivery and convenient self-collection points.

SPX Express is further bolstering its customer-centric approach by expanding self-collection points outside the Klang Valley to 700 within the next six months. This strategic move allows shoppers to seamlessly integrate package collection into their daily routines.

Gen Zs Trust User and Expert Insights on Shopee

Shopee’s ‘Engaging Generation Z Shoppers in the Digital Era’ survey findings revealed that 60% of respondents prioritise platforms with easy search, comparison functionalities, and helpful reviews followed closely by comprehensive product information and trustworthiness. This emphasises the importance of building a user-friendly platform brimming with product variety, professional recommendations, and insightful user reviews to capture Gen Z's attention.

Underscoring their research-heavy habits, 30% of Gen Z strategise their purchase, holding over 70% of items in their cart for more than a day to conduct in-depth research before committing to a purchase. This highlights the importance of building a research-friendly environment, which includes offering a rich variety of research products, incorporating professional recommendations, and fostering insightful user reviews.

While research is paramount, a smooth checkout process is equally important. When asked “What will increase your likelihood of checking out your items immediately?”, 6 in 10  Gen Z shoppers focus on user experience features like product restock reminders, flash deals, and voucher applications. Additionally, easy order cancellation and price comparison tools are highly sought after. The remaining 40% look for efficient platform delivery services to finalise their purchases.

Gen Z put importance on value maximisation in their purchasing decisions. Free shipping, competitive pricing, attractive promotions, discounts and vouchers are critical motivators for 83% of respondents, demonstrating their focus on getting the most for their money. Interestingly, product quality appears to be a secondary factor when choosing a purchase channel.

Shopee's research delves even deeper, revealing that Gen Z consumers heavily rely on reviews and customer service throughout the buying journey. Over 75% actively seek out reviews from both users and experts before making a purchase. Engaging with sellers through chat features and comparing products across brands are also common practices for this generation. The remaining utilise Shopee Live and Shopee Video for product information and purchase decisions.

Ming Kit Tan, Head of Marketing and Business Intelligence at Shopee Malaysia, said, “We understand that Gen Z presents a significant growth opportunity. Our user-friendly platform features like Shopee Live empower users with information beyond product listings, such as in-depth reviews or live demonstrations. It fosters a relationship between seller and buyer, allowing a sense of trust to be built between each interaction. Such hyper-personalised experiences function as a value-added service, building long-term brand loyalty within this rising demographic”

Customer service remains a key differentiator. In 2023 alone, Shopee celebrated an industry-leading 98% success rate for cases resolved within 30 seconds, translating to an impressive 80% customer satisfaction rate. These figures underscore Gen Z's demand for a seamless research experience coupled with top-notch customer service for a successful online shopping journey.

Shopee prioritises user satisfaction through its continuously evolving search function, leveraging deep learning to analyse user browsing and purchase behaviour. The platform’s recommendation engine personalises product suggestions, ensuring a customised shopping experience for every user. Additionally, Shopee Live empowers users to connect with brands and sellers with its user-friendly live chat. This feature fosters real-time interactions and product demonstrations, which strengthens user confidence in every purchase.

Male Entrepreneur Builds Beauty Empire on Shopee Live

Mikaseries, the brainchild of Shopee Celebrity Squad member Zoey Rahman, has thrived for six years on the Shopee platform, rooted in entrepreneurship, innovation, and inclusivity. Inspired by his experience as an artist observing the demand for long-lasting makeup solutions in the film industry, Zoey leveraged the dynamic capabilities of Shopee Live to transform the beauty and cosmetics shopping experience, dispelling misconceptions and championing diversity in the industry.

Mikaseries debuted in 2018 alongside Zoey's induction into the Shopee Celebrity Squad. Despite the challenges inherent in entering a competitive market, Zoey received invaluable support from Shopee as he navigated his e-commerce journey.

"Shopee Live has truly been transformative," Zoey reflected. "It's not just about showcasing products; it's about fostering meaningful dialogue and empowering consumers to make informed choices. Through interactive sessions, I've had the opportunity to address concerns, highlight product benefits, and champion the message that beauty knows no gender. Mikaseries embodies more than just cosmetics; it's about embracing individuality, promoting skincare as a priority, and making beauty fun and accessible for everyone."

He continued, "During Shopee’s sales campaigns like 11.11 and 12.12, Shopee Live helps me tap into increased user activity, drawing more viewers to my sessions. Initiatives like exclusive Shopee Live vouchers and Shopee Coins further amplify their excitement, driving traffic to these events. The platform's interactive features seamlessly complement Shopee's real-time customised shopping suggestions, significantly boosting Mikaseries’ conversion rates. Thanks to Shopee Live, we have experienced remarkable upticks in viewership, growth, and sales."

Leveraging the power of Shopee Live, Mikaseries has seamlessly integrated live streaming into its marketing strategy, nurturing deeper connections with customers and fostering a sense of community. The brand maximises Shopee Live with three daily sessions, each lasting two hours, sometimes personally hosted by Zoey. This engagement builds strong connections with customers, enhancing the brand's reputation and driving sales.

Mikaseries also benefited from Shopee's comprehensive support system, including resources like Shopee University and Seller Education Hub. These channels provided essential seller education, equipping Mikaseries and others with the necessary skills to excel in the competitive e-commerce landscape. By leveraging these resources and tools, Zoey successfully navigated the challenges of the cosmetics industry and established Mikaseries as a reputable brand on the Shopee platform.

Mikaseries prides itself on offering inclusive beauty solutions suitable for all genders. Its signature product, the saffron-infused serum, MIKA ULTRA SERUM - BOOSTER, sold over 4,700 on Shopee, is meticulously formulated to combat free radicals, promote skin rejuvenation and healing, and hydrate the skin for a radiant complexion. Additionally, Mikaseries makeup, such as the popular Mikadation foundation, with over 15,000 units sold on Shopee, offers lightweight and versatile solutions suitable for both men and women, whether they opt for a heavier or lighter application.

In line with its unwavering commitment to continual growth and innovation, Mikaseries extends its offerings beyond beauty products, as showcased by its recent foray into fashion with the debut of Mikawear's Indra Exclusive at Shopee inaugural #ShopeeRaiLokal Raya Stail Kita fashion show on 5 March.

During the livestreamed fashion event, watched by over 70,000 viewers across Malaysia, Mikaseries unveiled its Mikawear’s Indra Exclusive Raya Collection featuring Baju Melayu Indra and innovative instant Sampin Indra, inspired by a fusion of modern elegance and traditional heritage. These contemporary interpretations of classic silhouettes incorporate the classic ‘cekak musang’ neckline with innovative hidden buttons for added convenience and versatility.

"What better way for me to introduce my new venture to the world than through Shopee Live events? I trust the platform's interactive nature, coupled with its extensive user base and campaign-driven initiatives, which has been instrumental in driving growth and fostering lasting connections with consumers,” remarked Zoey.

Headquartered in Cheras, Kuala Lumpur, Mikaseries boasts a passionate team of eleven and a loyal following of over 109,000 Shopee fans. With plans to continue expanding its product range and reaching 200 physical stores by year-end, Mikaseries continues to redefine beauty and style for all.

Shopee’s ‘The Future of Shopping’ Study Reveals Gen Z Purchase Habits

Shopee, the leading e-commerce platform in Southeast Asia and Taiwan, officially unveils the ‘The Future of Shopping: Engaging Generation Z Shoppers in the Digital Era’ study. The study discovered that 7 in 10 Generation Z (Gen Zs) consumers aged 18 to 24 leverage e-commerce platforms as the primary touchpoint in their shopping journey. This highlights a critical shift, with Gen Z actively utilising these platforms to gather information and conduct in-depth research before committing to a purchase.

Findings revealed a continued preference for e-commerce platforms despite exploring alternative channels for product research and discovery. A significant 68% of Gen Z respondents demonstrate a higher purchase completion rate on e-commerce platforms. 18% of Gen Zs prefer to explore products on social commerce platforms, while the remaining 14% opted to finalise transactions through other channels.

Enhancing Service Quality for Gen Zs

Interestingly, when asked, “What information do you search for when shopping for a product?”, a significant 67% actively seek out positive recommendations, emphasising the importance of high customer reviews and influencer endorsements. This focus on external validation aligns with their value for user trust. They view clear communication of product benefits and effectiveness as justification, prioritising products that deliver strong value for money over affordability (16%) and quality (17%).

While two-thirds of Gen Zs complete their purchase journey within a day, another third dedicate at least five days to in-depth research, demonstrating meticulous research habits. This extended research phase prioritises reviews and video demonstrations to ensure product performance and user satisfaction.

Ming Kit Tan, Head of Marketing and Business Intelligence at Shopee Malaysia, said, “Gen Zs in Malaysia are more than just online shoppers; they're digital explorers who leverage e-commerce for deep dives and informed decisions. They crave a seamless, dependable, and unified shopping experience. Brands can cultivate trust through authentic user-generated content and crystal-clear product information, presenting a golden opportunity to leverage affiliate marketing and Shopee Live. By prioritising their needs, we can continue to be the leading destination for Gen Z's shopping journey.”

Enlivening Shopping Experience

When asked why Gen Zs are choosing e-commerce platforms for purchase, nearly 82% cited the platforms' extensive product variety and brand selection, competitive pricing, and guaranteed quality as key factors. The remaining 18% make informed decisions based on a platform’s reputation and personal experiences. This highlights Gen Z's data-driven approach to shopping, where they actively utilise platform functionalities to validate purchases before committing.

A significant difference emerged among Gen Z shoppers regarding the most impactful attributes influencing their choice of purchase channel. Established fulfilment practices, encompassing flexible shipping options, on-time deliveries, and real-time order tracking, were prioritised by a dominant two-thirds of respondents while the remaining third prioritised a seamless checkout experience and product search convenience. This finding underscores the critical role that trust in fulfilment practices plays in securing Gen Z's loyalty.

In response to these evolving shopping behaviours, Shopee introduced the 15-Days Free Returns, No Questions Asked* program. This policy empowers buyers with unprecedented flexibility by offering "Change Of Mind" returns on eligible items with No Questions Asked* for hassle-free returns, fostering a culture of unwavering customer trust. By prioritising customer satisfaction, Shopee is streamlining the shopping journey and providing users an ultimate peace of mind.