Direct Return to Merchant (DRTM) FAQ

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Question

Answer

1

How to accept customer to return even if beyond return policy

DRTM Seller can allow customer to return an item even after return
policy. To do so, seller need to go on the order details page of the item and in the section "Action" needs to click" Allow customer to retun"

From there the customer will be able to search for the item in their order history, the return button will be clickable again and cusotmer will be able to initiate a return request

2

What is the outcome if seller does not take action in time?

A) When customer initiates return , the seller has 2 working days to take action Return/ Refund / Reject

Scenario 1. If not done within this time frame the system will :

   - Auto-refund the customer if item price is =< SGD50

   - Auto-request the customer to return if item price > 50SGD

Scenario 2. If the return/refund reason is 'Item not received' or the order is under 'Live animal' and 'Grocery' categories

  - Auto-refund to the customer if the item price is <$100

  - Auto Forward to Agent if the item price is ≥ $100

B) Once the item is received by the seller, seller needs to evaluate the item and take decision within 2 working days again, fail to take action within 2 working days will result in the item being refunded to the customer

3

Can I not participate in the DRTM (Direct Return to Merchant) process?

DRTM is mandatory for all local Marketplace sellers.

To guide your customers on the return process for Direct Return To Merchant, please refer to How do I return my order?

4

Will I be able to dispute the decision made by the DRTM Dispute team?

Decisions are made very carefully upon considering all information made available to the team. Therefore, the DRTM Dispute team’s decision is final. Any claims against any charges to the seller from the dispute team will be rejected.

5

What are the consequences for not adhering to the DRTM agreed service standards?

DRTM related policy guidelines can be found here

6

How is refund amount determined? Will it cover Item price, forward & reverse shipping fee?

Refund amount by default will be the item paid price (excl. marketing vouchers but including store credits) + shipping fee paid by customer. However, this amount is subjected to change based on negotiation between seller & buyer.

7

Will there be an option for partial refund?

Seller & buyer can negotiate and refund amount can be partial / full. Customer to enter amount to be refunded prior to submitting the form.

If Seller is not agreeable, he/she may ask the customer to cancel the request and resubmit the return form with the agreed amount. By doing so, seller may prevent customer from escalating the matter to the dispute team..

8

How will seller ship back refund rejected packages?

Seller will have to request to Lazada for an airwaybill (AWB) to ship out the rejected items.

9

What will happen if return packages are lost by 3PL or status stuck in shipped?

Seller has an option to Confirm receipt & proceed with the QC for return packages that have been delivered but status not pushed to delivered. For lost packages, Lazada will set the status to lost package & return order will be cancelled automatically. Customer will be refunded.

10

What will happen to failed delivery packages?

All failed delivery packages will be sent back to customer & customer can file a dispute, if it’s within return policy. If dispute team find it’s a legitimate claim from customer, they can allow refunds at their discretionary (Since failed delivery is due to 3PL or Sellers’ fault).

11

How to determine whether item should  be refunded at the initial stage?

It would be based on the customer and seller’s negotiation.

12

What happens if customer is not satisfied when item is returned back to them after seller’s QC?

Customer may raise dispute for the Dispute Team to assist.

13

What is the criteria for returns?

Counterfeit / missing accessories / damaged / defective items.

14

What if customer decides to do a self-collection from the seller’s store after QC is passed by seller?

Seller may reject the return in Seller Center and include a comment that item was self-collected by customer. Only reject if you come to an agreement with the customer, else you may expect the customer to dispute.

15

What if customer prefers to do an exchange instead of a return?

Seller may reject the return in Seller Center and include a comment that item was exchanged for another.

16

Who bears the shipping fees for the return?

For all return reasons, DRTM seller bears the shipping fee.