What is Direct Returns To Merchants (DRTM)?

Direct Return to Merchants (DRTM) allows you to manage buyer's return requests and decide the most appropriate resolution. During this process, you will be able to communicate with the buyer from the time the return request is raised till the point of receipt and QC of returned product.

To better manage your returns within the timelines and understand the decisions that you may act on, please refer How do I process a DRTM request?

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

What are the benefits of Direct Return to Merchant (DRTM)?

1. Communicate with the buyer as soon as the return request is raised
Allows you an opportunity to understand why the customer wants to return the item and possibly resolve their concern without even having to return the item.

2. Avoid unnecessary returns
If the return request from the buyer is deemed not acceptable under the Lazada Returns Policy, you can reject the return request.

3. Improve Buyer engagement and experience
Providing a refund without requesting for the item to be returned.

4. Improved visibility on the reverse order package
You will be able to track your return item all he way from the buyer to your warehouse.

5. QC the return items yourselves
To determine if the return is to be accepted.

6. Able to negotiate with the buyer on the refund amount
If you believe the buyer should not be refunded the full amount, for any valid reason, you can chat with the customer to negotiate on how much can be refunded.  Do advise the customer to utilize the EDIT button and resubmit the return form with the agreed refund amount.  Seller will receive the updated submission thereafter.

For more details, please visit: Lazada University Tutorial on Direct Return To Merchant / How does DRTM work?

<Updated: 2022-03-11>
<Published: 2019-05-20>