DAMAGED | WRONG | INCOMPLETE ITEM UPON DELIVERY
Did the buyer already contacted the seller ?
Does the concern is raised within the 7 days SLA ?
Acknowledge the concern and gather the following:
Photo of the DAMAGED | WRONG | INCOMPLETE ITEM
Screenshot of the conversation with the seller.
Advise buyer to coordinate with the seller or file ORF
I. How to request for returns to sellers
Please read our Return Policy before you request for a return!
RETURN TO SELLER (MP)
Item type
Marketplace (local sellers)
Process
1. File an Online Return Form (ORF).
2. Wait for the seller’s confirmation within 3 working days
3. Drop off the item at any LBC or J&T branch. Pick up can be requested if item for return is considered a bulky item (items weighing 20kg or greater that have a minimum dimension of 56cm x 56cm x 56cm). For pick up requests, please fill out this formafter filing an ORF.
Here’s the step-by-step guide of how you can file an Online Return Form
II. What to do if the seller rejects your return request
If your return request to the seller has been rejected, you may either Chat with the seller or File a dispute.
Chat with the seller
1. Before talking to the seller, you must first check the rejection reason. You can find it under your return status details.
2. To clarify the seller's decision, click "Chat" at the bottom part of the Return Details Page.
3. To reprocess your return request, you can click "Edit" based on your agreement with the seller.
File a dispute
If the seller fails to recognize you or you completely disagree with the seller's rejection reason, do not hesitate to file for a dispute.
You have 7 working days to file for a dispute, from the moment the seller has rejected your request.
Please be advised that the Dispute Team will review your concern once submitted. They will contact you within 1-3days after submission.
. How to request for Easy Returns
Please read our Return Policy before you request for a return!
EASY RETURNS (LM/LG)
Item type
LazMall
Global Collection (shipped overseas / Taobao Collection)
Process
1. File an Online Return Form (ORF).
2. Drop off the item at any LBC or J&T branch. For pick up requests (only available within the Greater Metro Manila area.), please fill out this formafter filing an ORF.
1. File an Online Return Form (ORF).
2. Drop off the item at any LBC or J&T branch.
Here’s the step-by-step guide of how you can file an Online Return Form
For Damaged / Faulty item, Expired item, Item does not match description/pictures, Received wrong item, Counterfeit items:
For incomplete orders (Missing item, Missing accessories/freebies)
REMINDER: Include the specific item name and quantity of the missing item in the additional comments section of the Online Return Form.
II. Checklist for a successful drop-off
Once your return request has been approved, prepare the following to ensure successful drop-off
1. Pack the items you need to return, including the manual/user-guide, invoice, accessories, and freebies.
2. Print the Return Label or write down the Tracking Number (starts with 984) and RA Number and attach it on top of the packaged return item. The numbers can be found in your Return Details (On your Lazada app, Tap on Account > Returns> Select the item you returned).
3. Inform the LBC or J&T personnel that you would like to ship the item to Lazada and we’ll take care of the shipping cost for you.