SingaporeRetail and e-commerce2024 – ongoingSea Limited
Shopee LLM-assisted returns and refunds
Shopee reported return-refund resolution times improved by more than 40% in Asia
Problem
Returns and refunds delayed resolution.
Approach
Shopee used large language models to improve its buyer return-refund process. Sea reported that resolution times in its Asian markets improved by more than 40% year-on-year in Q4 2024.
Results
more than 40%year-on-year resolution-time improvement in Asian markets in Q4 2024, according to Sea
Takeaway
Nearly 6 in 10 return-refund cases in Asia were resolved within 1 day in Q4 2024, according to Sea.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]Sea4 Mar 2025
Sea reported using large language models in Shopee's buyer return-refund process. It reported resolution-time improvements of more than 40% year-on-year in Asian markets in Q4 2024.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
