Level 1 Level 2 Final Contact Reason Applicable in PH? Live? FCR SLA
Where is my order? Beyond delivery promise date (Beyond) Willing to wait - parcel with Seller Yes Yes NO 48 Hours from Creation Time
Where is my order? Beyond delivery promise date (Beyond) Willing to wait - parcel with Logistics Yes Yes NO 48 Hours from Creation Time
Where is my order? Beyond delivery promise date (Beyond) Want to cancel - parcel with Seller Yes Yes NO 48 Hours from Creation Time
Where is my order? Beyond delivery promise date (Beyond) Want to cancel - parcel with Logistics Yes Yes NO 48 Hours from Creation Time
Where is my order? Within delivery promise date (Within) Willing to wait - parcel with Seller Yes Yes YES 12 Hours from Creation Time
Where is my order? Within delivery promise date (Within) Willing to wait - parcel with Logistics Yes Yes YES 12 Hours from Creation Time
Where is my order? Within delivery promise date (Within) Want to cancel - parcel with Seller Yes Yes YES 12 Hours from Creation Time
Where is my order? Within delivery promise date (Within) Want to cancel - parcel with Logistics Yes Yes YES 12 Hours from Creation Time
Replacements Replacement Replacement information/policy Yes Yes YES 12 Hours from Creation Time
Replacements Replacement Replacement request Yes Yes YES 12 Hours from Creation Time
Returns Return to Merchants (DRTM) Request reverse pickup (for bulky item) Yes No YES 12 Hours from Creation Time
Returns Return to Merchants (DRTM) Reverse pickup (DRTM) Yes Yes NO 48 Hours from Creation Time
Returns Return to Merchants (DRTM) Enquiry on Dispute status Yes Yes YES 12 Hours from Creation Time
Returns Return to Merchants (DRTM) Disagree with Dispute team judgement Yes Yes NO 48 Hours from Creation Time
Returns Return to Merchants (DRTM) Unable to initiate a return (DRTM) Yes Yes NO 48 Hours from Creation Time
Returns Return to Merchants (DRTM) Unable to select return shipment method (DRTM) Yes Yes NO 48 Hours from Creation Time
Returns Return to Merchants (DRTM) General enquiry on DRTM (procedure) Yes Yes YES 12 Hours from Creation Time
Returns Return to Merchants (DRTM) Return rejected by Seller Yes Yes NO 48 Hours from Creation Time
Returns Return to Merchants (DRTM) DRTM parcel location status Yes Yes NO 48 Hours from Creation Time
Returns Return to Merchants (DRTM) Customer want to do normal return process Yes Yes YES 12 Hours from Creation Time
Returns Return to Merchants (DRTM) Merchant Unresponsive Yes Yes YES 12 Hours from Creation Time
Returns Return to Platform (Regular Returns) General inquiry on Return policy Yes Yes YES 12 Hours from Creation Time
Returns Return to Platform (Regular Returns) Change from Drop off to Pick up Yes Yes NO 48 Hours from Creation Time
Returns Return to Platform (Regular Returns) Return parcel location status Yes Yes NO 48 Hours from Creation Time
Returns Return to Platform (Regular Returns) Return QC status Yes Yes NO 48 Hours from Creation Time
Returns Return to Platform (Regular Returns) Reverse pickup (Regular) Yes Yes NO 48 Hours from Creation Time
Returns Return to Platform (Regular Returns) Return Rejected Yes Yes NO 48 Hours from Creation Time
Returns Return to Platform (Regular Returns) Unable to initiate a return (Regular) Yes Yes NO 48 Hours from Creation Time
Returns Return to Platform (Regular Returns) Unable to select return shipment method (Regular) Yes Yes NO 48 Hours from Creation Time
Refunds Change refund preference Change refund preference Yes Yes NO 48 Hours from Creation Time
Refunds Refund status from regular return Refund status from regular return Yes Yes YES 12 Hours from Creation Time
Refunds Refund status from cancel Refund status from cancel Yes Yes YES 12 Hours from Creation Time
Refunds Refund status from DRTM Refund status from DRTM Yes Yes YES 12 Hours from Creation Time
Refunds Refunds information / policy Refunds information / policy Yes Yes YES 12 Hours from Creation Time
Refunds Tax refund claims Tax refund claims Yes Yes NO 48 Hours from Creation Time
Refunds Wrong refund calculation Wrong refund calculation Yes Yes NO 48 Hours from Creation Time
Refunds Refund Only Refund Only Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Customer Partial cancellation Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Customer Full cancellation Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Customer Reject at doorstep Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Lazada Product Recall / Discontinued Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Lazada Prohibited Item / Police confiscation Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Lazada Reseller Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Lazada System error (Cancelled by Lazada) Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Lazada Voucher Abuse Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Lazada Pricing error (Cancelled by Lazada) Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Lazada Fraud Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Lazada Out Of Coverage Area Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Lazada Failed delivery - Wrong address Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Lazada Duplicate order Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Lazada Failed delivery - Customer not reachable Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Seller Out of Stock Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Seller Pricing error (Cancelled by Seller) Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Seller Sourcing Delay Yes Yes YES 12 Hours from Creation Time
Cancellations Cancelled by Seller System error (Cancelled by Seller) Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Shipping fee Shipping fee Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Coverage area Within delivery area Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Coverage area Out of delivery area / International shipping Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Delivery details / schedule / instructions Change delivery address Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Delivery details / schedule / instructions Change phone number Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Delivery details / schedule / instructions Change email address Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Delivery details / schedule / instructions Change recipient name Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Delivery details / schedule / instructions Add special instructions Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Delivery details / schedule / instructions Change on delivery schedule Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Tracking How to track order via app/website Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Shipping & Delivery problem Status mismatch between Lazada and LEL/3PL Yes Yes NO 72 Hours from Creation Time
Shipping & Delivery Related Shipping & Delivery problem Delivered, but no physical item received Yes Yes NO 72 Hours from Creation Time
Shipping & Delivery Related Shipping & Delivery problem Deny receiving after providing POD Yes Yes NO 72 Hours from Creation Time
Shipping & Delivery Related Policy change Policy change Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Compensation Compensation Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Collection point (OTP) OTP/Notification Yes Yes YES 12 Hours from Creation Time
Shipping & Delivery Related Collection point (OTP) General issues with Collection point Yes Yes YES 12 Hours from Creation Time
Misrouted Contact Flight Related Flight Related No Yes YES 12 Hours from Creation Time
Problem with item / service received Counterfeit Counterfeit Yes Yes NO 48 Hours from Creation Time
Problem with item / service received Problem with service received Problem with service received Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Expired product Expired Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Expired product Close to Expiry Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Expired product No Expiration Date Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Signs of use Signs of use Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Change of mind Change of mind Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Missing Product Missing item/ Quantity mismatch Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Missing Product Missing accessory Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Missing Product Missing freebie Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Wrong item / Not as advertised Wrong colour Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Wrong item / Not as advertised Wrong size Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Wrong item / Not as advertised Wrong product Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Wrong item / Not as advertised Not as advertised (Product description / image) Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Wrong item / Not as advertised Poor product quality Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Wrong item / Not as advertised Wrong weight Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Damaged and Defective Damaged packaging Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Damaged and Defective Damaged product Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Damaged and Defective Defective product Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Health and Safety Issues Health and Safety Issues Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Food Quality Item taste is not good Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Food Quality Item appearance not good Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Food Quality Pest infestation Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Food Quality Product_Recall Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Food Quality Rotten and/or moldy Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Temperature related Fresh food was frozen Yes Yes YES 12 Hours from Creation Time
Problem with item / service received Temperature related Not cold at receiving/ Melted Yes Yes YES 12 Hours from Creation Time
Payment related Disputes and technical issues No reference number / payment code Yes Yes NO 24 Hours from Creation Time
Payment related Disputes and technical issues Invalid order - payment captured Yes Yes NO 24 Hours from Creation Time
Payment related Disputes and technical issues Unauthorized Transaction (Credit/Debit Card) Yes Yes NO 24 Hours from Creation Time
Payment related Disputes and technical issues Wrongly charged bank account Yes Yes NO 24 Hours from Creation Time
Payment related Disputes and technical issues Fee charged to customer Yes Yes NO 24 Hours from Creation Time
Payment related Disputes and technical issues Duplicate charges Yes Yes NO 24 Hours from Creation Time
Payment related Disputes and technical issues Technical issue in store Yes Yes YES 12 Hours from Creation Time
Payment related Disputes and technical issues Technical issue in bank Yes Yes YES 12 Hours from Creation Time
Payment related Disputes and technical issues Chargeback Yes Yes NO 24 Hours from Creation Time
Payment related Payment lead-time Payment lead-time Yes Yes YES 12 Hours from Creation Time
Payment related Installment payment plan (IPP) Installment payment plan (IPP) Yes Yes YES 12 Hours from Creation Time
Payment related Mobile Top-up Top-up technical issues Yes Yes NO 24 Hours from Creation Time
Payment related Mobile Top-up Failed top-up Yes Yes NO 24 Hours from Creation Time
Payment related Mobile Top-up Missing top-up Yes Yes NO 24 Hours from Creation Time
Payment related Mobile Top-up Incorrect top-up Yes Yes NO 24 Hours from Creation Time
Payment related Mobile Top-up Wrong number topped up Yes Yes NO 24 Hours from Creation Time
Payment related Accepted credit cards Accepted credit cards Yes Yes YES 12 Hours from Creation Time
Payment related Bank branches Bank branches Yes Yes YES 12 Hours from Creation Time
Payment related Store branches Store branches Yes Yes YES 12 Hours from Creation Time
Payment related Official receipt Official receipt Yes Yes NO 72 Hours from Creation Time
Payment related Available payment options Available payment options Yes Yes YES 12 Hours from Creation Time
Payment related How to pay How to pay Yes Yes YES 12 Hours from Creation Time
Payment related Payment status Payment status Yes Yes YES 12 Hours from Creation Time
Lazada Wallet Account Balance Unauthorized transaction in payment account Yes Yes NO 48 Hours from Creation Time
Lazada Wallet Account Balance Discrepancies in payment account balance Yes Yes NO 48 Hours from Creation Time
Lazada Wallet Account Balance Missing refund - Promotion bucket Yes Yes NO 48 Hours from Creation Time
Lazada Wallet Account Balance Missing refund - Refund bucket Yes Yes NO 48 Hours from Creation Time
Lazada Wallet Rewards Cashback enquiries/ policy Yes Yes YES 12 Hours from Creation Time
Lazada Wallet Rewards Cashback status Yes Yes NO 48 Hours from Creation Time
Lazada Wallet Rewards About Laz Rewards Yes Yes YES 12 Hours from Creation Time
Lazada Wallet Payments Unable to make a payment Yes Yes NO 48 Hours from Creation Time
Lazada Wallet Payments Payment account is not visible Yes Yes NO 48 Hours from Creation Time
Lazada Wallet Payments How to pay using payment account Yes Yes YES 12 Hours from Creation Time
Lazada Wallet Wallet Details Add & edit details Yes Yes YES 12 Hours from Creation Time
Lazada Wallet Wallet Details Freeze Yes Yes YES 10 Hours from Creation Time
Lazada Wallet Wallet Details Unfreeze Yes Yes YES 10 Hours from Creation Time
Lazada Wallet Wallet Details Account activation related Yes Yes YES 12 Hours from Creation Time
Lazada Wallet Top Up Bank partner related Yes Yes YES 12 Hours from Creation Time
Lazada Wallet Top Up OTC related Yes Yes YES 12 Hours from Creation Time
Lazada Wallet Top Up How to top-up Yes Yes YES 12 Hours from Creation Time
Lazada Wallet Refund Withdrawal Refund Withdrawal Yes Yes NO 48 Hours from Creation Time
Lazada Wallet Wallet Fund Transfer Wallet Fund Transfer Yes Yes YES 12 Hours from Creation Time
Other order related queries How to place an order Regular order Yes Yes YES 12 Hours from Creation Time
Other order related queries How to place an order Bulk / B2B order Yes Yes YES 12 Hours from Creation Time
Other order related queries Change item Change item Yes Yes YES 12 Hours from Creation Time
Other order related queries Change quantity Change quantity Yes Yes YES 12 Hours from Creation Time
Other order related queries Change appointment for services Change appointment for services Yes Yes YES 12 Hours from Creation Time
Other order related queries Phone order Phone order Yes Yes YES 12 Hours from Creation Time
Other order related queries General Policies Milk Formula Guarantee Yes Yes YES 12 Hours from Creation Time
Other order related queries General Policies Price Match Guarantee Yes Yes YES 12 Hours from Creation Time
Product information Product description Product description Yes Yes YES 12 Hours from Creation Time
Product information Product description How to use / install / assemble Yes Yes YES 12 Hours from Creation Time
Product information Product description Seller information Yes Yes YES 12 Hours from Creation Time
Product information Availability & Price Seller information Yes Yes YES 12 Hours from Creation Time
Product information Availability & Price Product price Yes Yes YES 12 Hours from Creation Time
Product information Warranty & Policy / Service center Warranty policy Yes Yes YES 12 Hours from Creation Time
Product information Warranty & Policy / Service center Service centers Yes Yes NO 24 Hours from Creation Time
Product information Warranty & Policy / Service center Warranty claim Yes Yes NO 72 Hours from Creation Time
Promotions, Vouchers & Deals Vouchers Vouchers status / reissue Yes Yes NO 48 Hours from Creation Time
Promotions, Vouchers & Deals Vouchers Vouchers redemption Yes Yes YES 12 Hours from Creation Time
Promotions, Vouchers & Deals Promotions Partner promotions Yes Yes YES 12 Hours from Creation Time
Promotions, Vouchers & Deals Promotions Lazada promotions Yes Yes YES 12 Hours from Creation Time
Promotions, Vouchers & Deals Newsletter Subscribe Yes Yes YES 12 Hours from Creation Time
Promotions, Vouchers & Deals Newsletter Unsubscribe Yes Yes YES 12 Hours from Creation Time
Promotions, Vouchers & Deals Campaign features Technical issues Yes Yes NO 48 Hours from Creation Time
Promotions, Vouchers & Deals Campaign features General information Yes Yes YES 12 Hours from Creation Time
Promotions, Vouchers & Deals Brand Membership Brand Membership Yes Yes YES 12 Hours from Creation Time
Website & Mobile application Problem with notification received Incorrect information Yes Yes NO 48 Hours from Creation Time
Website & Mobile application Problem with notification received Missing information Yes Yes NO 48 Hours from Creation Time
Website & Mobile application Application related issues Application related issues Yes Yes NO 24 Hours from Creation Time
Website & Mobile application IM Error Wrong information displayed Yes Yes NO 48 Hours from Creation Time
Website & Mobile application IM Error Technical issue with IM Yes Yes NO 48 Hours from Creation Time
Website & Mobile application Problem during placing an order Not able to checkout order Yes Yes NO 24 Hours from Creation Time
Website & Mobile application Problem during placing an order Issue on choosing payment method Yes Yes NO 24 Hours from Creation Time
Website & Mobile application Problem with tracking tool / forms Online return form Yes Yes NO 48 Hours from Creation Time
Website & Mobile application Problem with tracking tool / forms Online cancellation form Yes Yes NO 48 Hours from Creation Time
Website & Mobile application Problem with tracking tool / forms Online tracking tool/ AMAP Yes Yes NO 48 Hours from Creation Time
Website & Mobile application Missing / Inaccurate content Missing / Inaccurate content Yes Yes YES 12 Hours from Creation Time
Website & Mobile application My Account Change account details Yes Yes YES 12 Hours from Creation Time
Website & Mobile application My Account Forgot password Yes Yes YES 12 Hours from Creation Time
Website & Mobile application My Account Account deactivation request Yes Yes YES 10 Hours from Creation Time
Website & Mobile application My Account Account take over Yes Yes NO 48 Hours from Creation Time
Website & Mobile application Gamification/ Cards/ Rewards LazGames Yes Yes NO 48 Hours from Creation Time
Website & Mobile application Gamification/ Cards/ Rewards New user card Yes Yes YES 10 Hours from Creation Time
Website & Mobile application Gamification/ Cards/ Rewards Mission card Yes Yes YES 12 Hours from Creation Time
Website & Mobile application Gamification/ Cards/ Rewards Rewards/ Coins/ Voucher Yes Yes NO 48 Hours from Creation Time
Website & Mobile application LazPal/My Friends LazPal/My Friends Yes Yes YES 12 Hours from Creation Time
LazadaCare Cancel/Refund queries Cancel/Refund queries Yes Yes YES 12 Hours from Creation Time
LazadaCare Purchase related queries Purchase related queries Yes Yes YES 12 Hours from Creation Time
LazadaCare Policy validity & enquiries Policy validity & enquiries Yes Yes YES 12 Hours from Creation Time
LazadaCare Enquiries on claims Enquiries on claims Yes Yes YES 12 Hours from Creation Time
LazadaCare Complaints Complaints on Claims Yes Yes YES 12 Hours from Creation Time
LazadaCare Complaints Complaints on LazadaCare Agent Yes Yes YES 12 Hours from Creation Time
Feedback & General info Partnership with Lazada Sell on Lazada Yes Yes YES 12 Hours from Creation Time
Feedback & General info Partnership with Lazada Sponsorship from Lazada Yes Yes YES 12 Hours from Creation Time
Feedback & General info IM Sell outside Lazada Yes Yes YES 12 Hours from Creation Time
Feedback & General info IM No reply Yes Yes YES 12 Hours from Creation Time
Feedback & General info IM Rude seller Yes Yes YES 12 Hours from Creation Time
Feedback & General info General information Lazada physical store Yes Yes YES 12 Hours from Creation Time
Feedback & General info General information Work for Lazada Yes Yes YES 12 Hours from Creation Time
Feedback & General info General information Lazada office / warehouse location Yes Yes YES 12 Hours from Creation Time
Feedback & General info General Policy Data Privacy Policy Yes Yes YES 12 Hours from Creation Time
Feedback & General info General Policy Lazada Community Policy Yes No YES 12 Hours from Creation Time
Feedback & General info Spam Call/Chat Disconnected Yes Yes YES 12 Hours from Creation Time
Feedback & General info Spam No question/concern raised regarding Lazada Yes Yes YES 12 Hours from Creation Time
Feedback & General info Spam Training/Test Case Yes Yes YES 12 Hours from Creation Time
Feedback & General info Feedback for Lazada Complaints about Lazada Yes Yes NO 48 Hours from Creation Time
Feedback & General info Feedback for Lazada Positive feedback about Lazada Yes Yes YES 12 Hours from Creation Time
Feedback & General info Feedback on 3PL Positive feedback about 3PL Yes Yes YES 12 Hours from Creation Time
Feedback & General info Feedback on 3PL Rude 3PL Yes Yes YES 12 Hours from Creation Time
Feedback & General info Feedback on 3PL Failed delivery - No calls Yes Yes NO 24 Hours from Creation Time
Feedback & General info Feedback on 3PL Wrong COD collected Yes Yes YES 12 Hours from Creation Time
Feedback & General info Feedback on Seller Positive feedback about seller Yes Yes YES 12 Hours from Creation Time
Feedback & General info Feedback on Seller Scam Seller Yes Yes NO 48 Hours from Creation Time
Feedback & General info Feedback on Seller Complaints about Seller Yes Yes NO 24 hours from Creation Time
Feedback & General info CS-Pending Contact reason for escalation / Email2Case CS-Pending Contact reason for escalation / Email2Case No Yes YES 12 Hours from Creation Time
Feedback & General info Outbound call Outbound call Yes Yes YES 12 Hours from Creation Time