HOME - New Process: Re-Open Return for Buyer who click BCB

New Process:

Re-Open Return for Buyer who click BCB

Cascade Date: July 03, 2024

Background

Currently, in MY, there is a process where agents enable MP buyers to re-open return/refund requests even after they have clicked the confirm button. As a result of this empowerment, we receive numerous requests from buyers to initiate returns, which significantly affects our CPO.

Overview of the Changes

To reduce the inflow, we will be using the "Return Request Check" dashboard to determine who are eligible to re-open the return/refund requests even after they have clicked the confirm button. This process will apply to all venture except TH.

Old Process

Other venture doesn't allow buyer to re-open return/refund requests except on special cases
Other venture are empowered to enable MP buyer to re-open return/request refund if the buyer requests

Update on the Process Handling (effective 07/05/2024)

Scenario: A buyer who already clicked the "Order Received" or "Order Confirmed" button is requesting to return/refund but were unable to initiate a request on their end.

General Steps to Validate:

L1 agent to check the dashboard: https://fbi.alibaba-inc.com/dashboard/view/page.htm?id=1473531

1. Select your specific venture
2. Input the Order Number proivided by the buyer
3. Click OK
4. Review the result

Note: Do not disclose the decision criteria from the dashboard.

2. The final decision can either be Approve, Rejected, or Escalate to BizRisk

Suggested Spiel:

I understand that sometimes, despite receiving your order, you may still encounter issues with it. Please keep in mind that once you've clicked the "Order Received" button, the "Return/Refund" button will no longer be visible in the My Order page.

Therefore, let me assure you that I will elevate your request to reinstate the "Return/Refund" button within 24 hours. Once the button is visible, you can initiate the "Return/Refund" request within the return policy of your purchase.

Required Agent Action:

Scenario: Approved

If Buyer contact CCS to request for return/refund after clicking Order Received, CCS may re-enable the Return/Refund button via Workstation

If L1 CCS receive such inquiry, please transfer the Parent Case to TL/SMEs to help with re-opening the return button

Suggested Spiel:

I understand that you are requesting to reinstate the "Return/Refund" button to your order and I appreciate your trust in our platform. But unfortunately, we cannot fulfill your request because our platform has a strict "Return Policy" timeframe. If the timeframe is exceeded or the confirm button has been clicked, we can no longer accept requests for a return or refund. We take our policies seriously to maintain the integrity of our platform and ensure that all our customers are treated fairly.

For more information, kindly visit our HelpCenter at How Does Lazada Protection Safeguard My Payment. Your kind understanding in this matter is greatly appreciated.

Suggested Spiel:

However, rest assured, I will be escalating your case to our internal department for further checking. We will be reverting back to your with the resolution through your registered email address within 3-5 working days.

Required Agent Action:

Scenario: Escalate to BizRisk

Create Child Case and escalate to BizRisk (SLA: 3-5 working days)
Once BizRisk revert back, provide the resolution to the buyer through email

Required Agent Action once BizRisk provided feedback:

1. If BizRisk accept the request (Buyer/Seller/Order don't have any redflag)

- - Escalate to TL/SMEs to re-open return button

1. If BizRisk reject the request (Buyer/Seller/Order has redflag)

- - Inform the resolution to buyer and resolve case

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