You probably have already tried out online shopping on platforms like Lazada and have been amazed by the convenience and the choices available to you. Ordering, waiting for, and receiving a package can bring us great joy and satisfaction. However, this is not always the case. Sometimes, our packages can arrive damaged, defective, or even completely different from the listing. 

It’s because of this possibility that knowing how to make use of Lazada’s return policy is extremely important. This knowledge will prepare you to handle the minimal risks that come with using Lazada and can really help optimize your experience on the platform. Even as a seller knowing these processes can help you understand the platform even more. This article will walk you through the ways on how you yourself can return your orders. 

The way you’ll be returning your orders depends on the kind of seller you bought the order from.  The process is different if you bought from a Marketplace seller or a LazMall seller. 

Related: Lazada Cashback Program in the Philippines

Return Local Marketplace Items

If you ordered your item from a Marketplace seller, you need to go through the following steps. 

  1. Go to your account profile and look for the “View all Orders” option and click it. 
  2. Once that is done, select the item that you want to have returned to the seller and click on it.
  3. Look for the button that says “Return/Refund” and select it.
  4. You’ll see an online return form which you’ll have to fill up with all the necessary information.
  5. After that, you’ll need to select your preferred return delivery method and courier. You can choose between “Pick-up” and “Drop off” options. Once that is done click “Submit.” You then need to confirm that you’ve received the item by pressing “Continue” in the pop-up.
  6. Once all that is done, you must wait for your return request to be processed by the seller. Once the request has been accepted you may proceed with dropping off the order to be returned.
  7. If you choose the “Drop off” option, on the next page you’ll see the location and details where you need to drop off the product you’re having returned. Note that the product needs to have the return label printed and attached to the product to be returned.
  8. The last step simply involves handing over the product to your chosen courier to be returned. You’ll have to click “Track Shipment” in order to present the barcode in the location for the return. This return label is important to have in returning the item.

See also: Lazada Seller Types in the Philippines

Return LazMall Items

Now, if you ordered your item from a LazMall seller, you need to go through a similar but still different set of steps. The steps are as follows:

  1. Go to your account profile and look for the “View all Orders” option and click it. 
  2. Once that is done, select the item that you want to have returned to the seller and click on it.
  3. Look for the button that says “Return/Refund” and select it.
  4. From there, you’ll be met with a page with a “How can we help?” text, simply click “I Want to Return My Item.”
  5. You then need to select your return reason from the list then click “Confirm.”
  6. You then need to add the amount you want to have refunded and you’ll be asked to provide photos as well as a detailed explanation of the product and why it needs to be returned.
  7. You then simply need to review your refund details and click submit.
  8. From there, you need to drop off your item to Lazada’s courier partners like LEX, J&T, and JRMT with the return label attached.
  9. Once all that is done, simply wait for the seller to complete quality evaluation and all that’s left is to receive your refund.

However, if in either case the seller rejects the return request you have two options you can do. First, you can chat with the seller to clarify the reason for the rejection. You can use this as an opportunity to appeal and hopefully come to an agreement with the seller. If this fails however, you can also file a dispute. 

In order to file a dispute you need to go to the return status details of your requested product then click “Dispute.” You can file a dispute within 7 working days from the time the seller rejected your return request. Once that’s done, Lazada’s dispute team will contact you for further details. If, for some reason, you still encounter difficulties you can contact Lazada’s support team directly for further guidance and assistance. 

Ginee and Your Lazada Experience

Learning functions like how the return policy of Lazada works is important for everyone using the platform. So not just the buyers but for the sellers as well. As a seller though, you have much more things to deal with like optimizing your supply line and developing your marketing. In order to help you do that though, Ginee Philippines has your back.

A total of more than 50,000 businesses in Asia are using Ginee to boost productivity and optimize operations. What are your thoughts as you’re sitting there, for example? It’s time to start working with Ginee and get things going! Ginee can help you get off to a good start on your path to success. Now is the time to sign up!