NOT FCRABLE CATEGORY
Level 1 Level 2 Final Contact Reason Applicable in PH? Live? FCR SLA Skill group Other Remarks
Where is my order? Beyond delivery promise date (Beyond) Willing to wait - parcel with Seller Yes Yes NO 48 Hours from Creation Time No Need to pass 3PL, Transport, LEX, CS_WH_Retail/FBL
Where is my order? Beyond delivery promise date (Beyond) Willing to wait - parcel with Logistics Yes Yes NO 48 Hours from Creation Time No Need to pass 3PL, Transport, LEX, CS_WH_Retail/FBL
Where is my order? Beyond delivery promise date (Beyond) Want to cancel - parcel with Seller Yes Yes NO 48 Hours from Creation Time No Need to pass 3PL, Transport, LEX, CS_WH_Retail/FBL
Where is my order? Beyond delivery promise date (Beyond) Want to cancel - parcel with Logistics Yes Yes NO 48 Hours from Creation Time No Need to pass 3PL, Transport, LEX, CS_WH_Retail/FBL
Returns Return to Merchants (DRTM) Reverse pickup (DRTM) Yes Yes NO 48 Hours from Creation Time Dispute Normal regular agent, child case for rnr if beyond 18 days
Returns Return to Merchants (DRTM) Disagree with Dispute team judgement Yes Yes NO 48 Hours from Creation Time Dispute Normal regular agent, child case for rnr
Returns Return to Merchants (DRTM) Unable to initiate a return (DRTM) Yes Yes NO 48 Hours from Creation Time Dispute Normal regular agent, child case for rnr
Returns Return to Merchants (DRTM) Unable to select return shipment method (DRTM) Yes Yes NO 48 Hours from Creation Time Dispute Normal regular agent, child case for rnr
Returns Return to Merchants (DRTM) Return rejected by Seller Yes Yes NO 48 Hours from Creation Time Dispute Normal regular agent, child case for rnr
Returns Return to Merchants (DRTM) DRTM parcel location status Yes Yes NO 48 Hours from Creation Time Dispute, 3PL child case
Returns Return to Platform (Regular Returns) Change from Drop off to Pick up Yes Yes NO 48 Hours from Creation Time CS_Returns child case
Returns Return to Platform (Regular Returns) Return parcel location status Yes Yes NO 48 Hours from Creation Time CS_Returns, 3PL child case
Returns Return to Platform (Regular Returns) Return QC status Yes Yes NO 48 Hours from Creation Time CS_Returns child case
Returns Return to Platform (Regular Returns) Reverse pickup (Regular) Yes Yes NO 48 Hours from Creation Time CS_Returns Normal regular agent, child case for rnr if beyond 18 days
Returns Return to Platform (Regular Returns) Return Rejected Yes Yes NO 48 Hours from Creation Time CS_Returns child case
Returns Return to Platform (Regular Returns) Unable to initiate a return (Regular) Yes Yes NO 48 Hours from Creation Time CS_Returns child case
Returns Return to Platform (Regular Returns) Unable to select return shipment method (Regular) Yes Yes NO 48 Hours from Creation Time CS_Returns child case
Refunds Change refund preference Change refund preference Yes Yes NO 48 Hours from Creation Time No Need to pass ORF
Refunds Tax refund claims Tax refund claims Yes Yes NO 48 Hours from Creation Time CS_Refunds Normal
Refunds Wrong refund calculation Wrong refund calculation Yes Yes NO 48 Hours from Creation Time CS_Refunds child case
Shipping & Delivery Related Shipping & Delivery problem Status mismatch between Lazada and LEL/3PL Yes Yes NO 72 Hours from Creation Time 3PL,LEX,Transport child case
Shipping & Delivery Related Shipping & Delivery problem Delivered, but no physical item received Yes Yes NO 72 Hours from Creation Time 3PL,LEX,Transport, PSC, Inhouse child case
Shipping & Delivery Related Shipping & Delivery problem Deny receiving after providing POD Yes Yes NO 72 Hours from Creation Time 3PL,LEX,Transport child case
Problem with item / service received Counterfeit Counterfeit Yes Yes NO 48 Hours from Creation Time Non Case Tagging Lazmall Counterfeit and Sensitive Case/ Counterfeit
Payment related Disputes and technical issues No reference number / payment code Yes Yes NO 48 Hours from Creation Time Alipay child case
Payment related Disputes and technical issues Invalid order - payment captured Yes Yes NO 49 Hours from Creation Time Alipay child case
Payment related Disputes and technical issues Unauthorized Transaction (Credit/Debit Card) Yes Yes NO 50 Hours from Creation Time Alipay child case
Payment related Disputes and technical issues Wrongly charged bank account Yes Yes NO 51 Hours from Creation Time Alipay child case
Payment related Disputes and technical issues Fee charged to customer Yes Yes NO 24 Hours from Creation Time Alipay, CS_refund child case
Payment related Disputes and technical issues Duplicate charges Yes Yes NO 24 Hours from Creation Time Alipay, CS_refund child case
Payment related Disputes and technical issues Chargeback Yes Yes NO 24 Hours from Creation Time No need to pass PM, Digital
Payment related Mobile Top-up Top-up technical issues Yes Yes NO 48 Hours from Creation Time Alipay child case
Payment related Mobile Top-up Failed top-up Yes Yes NO 49 Hours from Creation Time Alipay child case
Payment related Mobile Top-up Missing top-up Yes Yes NO 50 Hours from Creation Time Alipay child case
Payment related Mobile Top-up Incorrect top-up Yes Yes NO 51 Hours from Creation Time Alipay child case
Payment related Mobile Top-up Wrong number topped up Yes Yes NO 52 Hours from Creation Time Alipay child case
Payment related Official receipt Official receipt Yes Yes NO 72 Hours from Creation Time No need to pass Teamfile Retail&Coop, Call Seller MP
Lazada Wallet Account Balance Unauthorized transaction in payment account Yes Yes NO 48 Hours from Creation Time Alipay child case
Lazada Wallet Account Balance Discrepancies in payment account balance Yes Yes NO 48 Hours from Creation Time Alipay Pau G.
Lazada Wallet Account Balance Missing refund - Promotion bucket Yes Yes NO 48 Hours from Creation Time No Need to pass Inhouse to PM
Lazada Wallet Account Balance Missing refund - Refund bucket Yes Yes NO 48 Hours from Creation Time CS_Refunds child case
Lazada Wallet Rewards Cashback status Yes Yes NO 48 Hours from Creation Time No need to pass PM, Digital
Lazada Wallet Payments Unable to make a payment Yes Yes NO 48 Hours from Creation Time Alipay child case
Lazada Wallet Payments Payment account is not visible Yes Yes NO 48 Hours from Creation Time Alipay child case
Lazada Wallet Refund Withdrawal Refund Withdrawal Yes Yes NO 48 Hours from Creation Time Alipay, CS_refund child case
Product information Warranty & Policy / Service center Service centers Yes Yes NO 72 Hours from Creation Time PSC_XB Teamfile Retail, Call Seller MP
Product information Warranty & Policy / Service center Warranty claim Yes Yes NO 72 Hours from Creation Time PSC_XB Teamfile Retail, Call Seller MP
Promotions, Vouchers & Deals Vouchers Vouchers status / reissue Yes Yes NO 48 Hours from Creation Time No need to pass Teamfile
Promotions, Vouchers & Deals Campaign features Technical issues Yes Yes NO 48 Hours from Creation Time No need to pass Inhouse to PM
Website & Mobile application Problem with notification received Incorrect information Yes Yes NO 48 Hours from Creation Time No need to pass Inhouse to PM
Website & Mobile application Problem with notification received Missing information Yes Yes NO 48 Hours from Creation Time No need to pass Inhouse to PM
Website & Mobile application Application related issues Application related issues Yes Yes NO 24 Hours from Creation Time No need to pass Inhouse to PM
Website & Mobile application IM Error Wrong information displayed Yes Yes NO 48 Hours from Creation Time No need to pass Inhouse to PM
Website & Mobile application IM Error Technical issue with IM Yes Yes NO 48 Hours from Creation Time No need to pass Inhouse to PM
Website & Mobile application Problem during placing an order Not able to checkout order Yes Yes NO 24 Hours from Creation Time Alipay if risk scanning error
Website & Mobile application Problem during placing an order Issue on choosing payment method Yes Yes NO 24 Hours from Creation Time Alipay if risk scanning error
Website & Mobile application Problem with tracking tool / forms Online return form Yes Yes NO 48 Hours from Creation Time No Need to pass Inhouse
Website & Mobile application Problem with tracking tool / forms Online cancellation form Yes Yes NO 48 Hours from Creation Time No Need to pass Inhouse
Website & Mobile application Problem with tracking tool / forms Online tracking tool/ AMAP Yes Yes NO 48 Hours from Creation Time 3PL depends on the issue you can also escalate to inhouse
Website & Mobile application My Account Account take over Yes Yes NO 48 Hours from Creation Time No need to pass Case Tagging Account Deactivation
Website & Mobile application Gamification/ Cards/ Rewards LazGames Yes Yes NO 48 Hours from Creation Time No need to pass Inhouse to PM
Website & Mobile application Gamification/ Cards/ Rewards Rewards/ Coins/ Voucher Yes Yes NO 48 Hours from Creation Time No need to pass Inhouse to PM
Feedback & General info Feedback for Lazada Complaints about Lazada Yes Yes NO 48 Hours from Creation Time No need to pass Inhouse
Feedback & General info Feedback on 3PL Failed delivery - No calls Yes Yes NO 24 Hours from Creation Time 3pl, LEX
Feedback & General info Feedback on Seller Scam Seller Yes Yes NO 48 Hours from Creation Time DRTM_Fake_Orders for DRTM and NDRTM Teamfile Normal regular agent, child case for rnr
Feedback & General info Feedback on Seller Complaints about Seller Yes Yes NO 24 hours from Creation Time PSC_CS_Escalation