Can Lazada assist to investigate on buyer's refund request? (DRTM)

2.8K Published on May 14, 2024

Have an issue with Buyer's Return/Refund requests, you would be able to use "Forward to Agent" to request Lazada to assist with further investigation on these scenarios:-

1/ Issues on the delivery process: Damaged during delivery / Delivery not received (Missing order)

2/ Items subjected to easy refund due to product characteristics (food category - drinks/fresh/frozen etc.).

** Please 'follow the dispute process' for other investigations (example: buyer returns a different item from order)


Issues on the delivery process (damaged during delivery / delivery not received)

After receiving the orders, Buyers have the choice to return the order according to Lazada's Return Policy.

For Damaged during delivery
Buyers would have to include supporting documents/evidence when choosing this return reason. You would be able to see more information when you click on the Communication History.
For this return reason, you can either "Refund immediately", request for buyer to "Return before Refund" or "Forward to Agent" for further investigation.

For Delivery not received
Buyers would not be able to include any supporting documents/evidence as they did not receive their order.
For this return reason, you can either "Refund immediately" or "Forward to Agent" for further investigation.

If you do not see 'Forward to Agent' button, please follow the guide on How to manage a DRTM return request.

Products in the Food Category

As your item falls under the Food Category (perishable), we would not suggest the item to be send back to you. You would only be able to refund the amount which buyer indicates in the refund request.

If you would like to dispute this return request and require Lazada Agent's assistance, please proceed to click "Forward to Agent". If you do not see 'Forward to Agent' button, please follow the guide on How to manage a DRTM return request.

<Updated: 17-May-2022>
<Published: 18-April-2022>

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