Refund & Disputes Analyst (E‑commerce)

SPX PHILIPPINES INC.; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Shopee is seeking a detail-oriented RR Analyst to oversee end-to-end refund operations for ShopeeFood Buyers and Merchants. You will ensure refund requests are reviewed fairly and within established SLAs, while monitoring performance and driving improvements.

The role requires strong analytical skills, proficiency in Excel/Google Sheets, and the ability to coordinate across Customer Service, Finance, Product, and Operations. Fresh grads welcome, with 1–2 years preferred.

Qualifications

• Strong analytical and problem-solving skills with evidence-based decision making.
• Proficient in Excel and/or Google Sheets for data analysis and reporting.
• Excellent attention to detail when reviewing refunds, amounts, and evidence.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Oversee end-to-end refund process for ShopeeFood Buyers and Merchants within SLAs.
• Review eligibility, amounts, merchant charges, and disputes per policy.
• Monitor refund metrics: volume, approval/rejection rates, processing time, value.
• Analyze trends and perform root cause analysis for process improvements.
• Coordinate complex cases with Customer Service, Merchant Operations, Finance, and Product.
• Develop and improve refund policies, SOPs, workflows, and escalation processes.
• Create reports and dashboards to track refund performance and merchant impact.

Skills

Analytical skills

Problem solving

Communication skills

Stakeholder management

Education

Bachelor's degree in Business or related field

Tools

Excel

Google Sheets

Job description

Shopee is seeking a detail-oriented RR Analyst to oversee end-to-end refund operations for ShopeeFood Buyers and Merchants. You will ensure refund requests are reviewed fairly and within established SLAs, while monitoring performance and driving improvements.

The role requires strong analytical skills, proficiency in Excel/Google Sheets, and the ability to coordinate across Customer Service, Finance, Product, and Operations. Fresh grads welcome, with 1–2 years preferred.