How do I process a DRTM return request?

To process a return request, go to Return Orders where you can review, authorize, or decline requests. To avoid a negative customer experience, actively monitor the refund to ensure that it is issued to the buyer in a timely manner.

Buyers have a fixed list of return reasons to choose from when filling in a return request, you would be able to see the return reason from the Communication History

Please take note of the Service Level Agreement (SLA), otherwise it could be auto returned/refunded due to platform policy. When customer initiates return, the seller has 2 working days to take action to accept return/reject/refund. If not done within this time frame, the system will:
- Auto-Refund if item price =< SGD$50
- Auto-Return if item price > SGD$50

For more details please read: What is Direct Returns to Merchants?/ FAQ on Direct Return to Merchant

1: Click here to see all Return Orders

2: Find Return to Merchant (DRTM) orders

3: Check the Communication History to see Buyer's Return Reason with supporting documents
(reference: What if Buyer did not receive the item I send or wants to return an item with damaged packaging?)

4: Click on the Buyer's Name if you would like to send buyer an Instant Message (IM)

5: Response to this return request must be completed within 2 Business Days. If you do not provide resolution within this timeframe, buyer will automatically be provided with Auto-Refund.

6: Action on the Return Request
(a) Refund only - No return needed, you accept the refund amount buyer entered.
(b) Return & Refund - Accept return request for Quality Check before Refund.
Note: For bulky return requests (tracking numbers that starts with "LOSGR"), make sure you make the pick up arrangement using your own fleet and inform buyer within 48 hours.
(c) Reject - Reject the return request / amount that has been renegotiated. Click on the Buyer's Name to send buyer an Instant Message.

For Return & Refund items

Buyer has already returned the item and 3PL has dropped the returned item with your store/warehouse. Please press "confirm return receipt" to activate the next step.
After quality check, you could choose to "Process Refund / Reject the Request".

If you process refund, paid value (after any voucher discount) would be refunded to the buyer.
If you reject the request, the order will then be pushed to the "Dispute in Progress".

How do I dispute a buyer's return request?

Frequently Asked Questions

Q: I am not able to reject the return in Seller Centre. Why?

Your product category is in the Food category, where items are not suitable (or would not be valid) for returns. Click here for more information on how Lazada could assist with this refund request.

You may be placed under Auto Return Approval due to high Seller Fault Dispute Rate. For more information please refer to our Direct Return to Merchant Policy.

<Updated 19-May-2022>
<Published on 13-July-2020>