Cancellation denied or made difficult
Shopee
Does Shopee make it difficult or refuse to cancel your service? See how to cancel and protect your consumer rights.
What to do, step by step
-
Request cancellation through Shopee official channels and write down the date, time and protocol.
-
For telecom services, you may use automatic cancellation by phone or website, without speaking to an agent.
-
Keep later bills: charging after a cancellation request is wrongful.
-
If there is no solution, file a complaint with Procon and on consumidor.gov.br.
-
Charges after cancellation may lead to double reimbursement (art. 42 of the CDC (Brazilian Consumer Protection Code)).
Frequently asked questions
Can the company require me to call to cancel?
Cancellation must be as easy as contracting. If you signed up online, you have the right to cancel online (Decree 11.034/2022 and Anatel rules).
Can I cancel without paying a loyalty penalty?
A loyalty penalty is valid only if you received a proven benefit and, even then, it must be proportional to the remaining time. Service failures may remove the penalty.
I was charged after cancelling. What should I do?
Dispute the charge with the cancellation protocol. A charge after cancellation is wrongful and may lead to double reimbursement.
Need a lawyer?
If administrative measures did not solve it, we can review your case.