Lazada CrossborderReturn Process and Policy

Agenda

2

• What is Lazada customer return policy?

• Manage your returns

• How to claim for returns?

• Tips to reduce your returns

What you sell can make or break the Customer’s shopping experience on Lazada

3

Customer receives a good

quality, complete product ☺

Customer receives a product

which is under expectations ☹

I am happy about my

purchase! The wait was

worth it and I will shop

with Lazada again!

I am disappointed with my

purchase which came

damaged and defective. I

wasted my time and will

never trust Lazada again.

Unhappy customer – consequences on you:

➢ Product returns and reverse logistics cost

➢ No payout/ order limit/ shop shutoff

➢ Positive seller rating downgrade on product

pages

Happy customer – consequences on you:

➢ Positive shop reviews on Lazada websites

➢ Good seller rating on product pages

➢ Return customers who want to buy from you again

100% Buyer Protection

4

➢ Customers who receive an item which does not fulfill Lazada’s promise have the right to return their item within 7 days in

Malaysia, Thailand, Indonesia and Philippines (14 days in Singapore).

➢ Lazada opens Crossborder Center in Indonesia, Thailand, Philippines, Vietnam and Malaysia in order to reroute failed

delivery but re-saleable items. Details please see Crossborder Rerouting Process.

Return Reasons for Cross-border products TH MY/ID/PH/SG*

Product Quality (Damaged/ Defective/ Used/ Below Expectations) Yes Yes

Not as advertised (Incorrect content/ Image/ Specifications) Yes Yes

Wrong item Yes Yes

Missing parts/ items Yes Yes

Change of mind (At customer’s and Lazada’s discretion)** Yes No

Does not fit (fashion items) No No

Counterfeit Yes Yes

* No return for orders placed in Lazada Vietnam

**Change of mind is only valid in TH due to Thailand Consumer Protection Laws

What are the benefits of “100% buyer protection” and low return rate for sellers?

5

Boost Sales

Attract more new

customers

More confidence

for customers to

shop online

Good after-sales

service increases

customer loyalty

More repeat

customers ☺

Better Positive

Seller Rating!

Higher conversion

rate for your shop

Strictly Confidential 6

Crossborder Center Rerouting ProcessOnly Singapore Excluded

What is Rerouting Process? Benefits of Rerouting Process

First Order (Failed Delivery) Rerouted (Repurchased) OrderShipping Fee Charged Not Charged

Payment Fee Charged Charged

Process Before vs. After

Before After

Rerouting? No Yes

Failed DeliveriesAll failed deliveries return back to

sellers.

Failed deliveries consolidated for 4 weeks in

CB Center and available for resell during this

period. If not sold, returned back to seller.

For more information, please reference to Crossborder Rerouting Process

• Lazada opens Crossborder Center in local ventures in order to

reroute failed delivery but re-saleable items.

• Rerouting rule: Failed delivery saleable items are consolidated at the

Crossborder Center for 4 weeks. If your item is repurchased during

this period, it is shipped directly from Crossborder Center and the sale

is attributed to your account.

• Lazada takes care of your failed deliveries products and reroutes them to your

customers, while items are still in transit in local ventures – Fulfilled by Lazada, 100% free

of extra charge and hassle free for you!

• Unsold failed deliveries/ returned products will be returned to you as usual (VN excluded)!

• No extra shipping fee for items ship from the local Crossborder Center.

Agenda

7

• What is Lazada customer return policy?

• Manage your returns

• How to claim for returns?

• Tips to reduce your returns

Rule 2:Rule 1:

Crossborder return processMore convenient return and better seller experience

8

A threshold will be introduced to shipping

back return items

If the item value (in local currency when the

order is placed):

● > = USD10: Ship back automatically

● < USD10: Dispose by local

USD10 in local currency

Seller’s

originChina/Hong Kong Korea Other Countries

Delivery to

seller address

Goods will be returned

sellers registered address

in TIMES system

ONLY seller selected

items, will ship back

to Korea by Rincos

(to Rincos center in

Seoul)

No delivery

Pickup at HK

warehouseNo pick up available

ONLY seller

selected items,

no extra charge

Fee No cost

Note: USD10 threshold in local currency

depends on return costs and exchange rate

and is subject to change from time to time

IDR 130000

MYR 40

PHP 460

THB 350

SGD 14

Free delivery for China/Hong Kong sellers (need to register the postal

address to the system). No more USD10 charge!

Customer returns

Fail delivery

● LGS: China/Hong Kong: deliver to seller registered address /Korea: deliver to Rincos center in Seoul, Korea

● Non-LGS: contact your 3PL

9

re

Customer

Returns the

Item

Lazada conducts QC

on Items

Return items

arrived to Hong

Kong

Phase I: Customer Return to Lazada Phase II: QC and Confirm Items to Ship back to Hong Kong

Lead time: 10 - 60 Calendar Days (From ‘Item QC approved’ to ‘Arrived to Hong Kong’)

Items to be delivered

to sellers (Sellers

Dispatching from

*China Mainland and

HK Only)/

Seller pickup (Other

Sellers)

Value above USD10 items to

ship back to Hong Kong

Item

delivered to

customer

SellerLazada

Customers can return

items within 7 calendar

days for:

● Wrong Item

● Missing Item

● Counterfeit

● Damage

● Defective

Phase III: Return Shipment

- When items reach Hong Kong, Sellers will receive email from timeslogistics@lazada.com

- Sellers have to register to Times Logistics (Lazada’s 3PL partner in Hong Kong) system to get back items. http://times-

reverse.com

- Seller can see their return orders from Times reverse logistics OMS

Notes:

• If the product can not be shipped back to China Mainland for special reasons (e.g. product`s value is too high), sellers need to pickup

the parcel themselves from HK.

• “Change of mind” is one of customer return reasons in TH only. It is not applicable for other countries.

• VN does not return any products to sellers. Please take this into your consideration.

Crossborder return process – Process summary (Customer Return)

10

Last mile 3PL

attempts 2 more

times to deliver

to customer but

fails

Singapore:

Come back to

Lazada Warehouse

Other countries:

After re-routing

process, ship back

to Hong Kong

Return items

arrived to

Hong Kong

Phase I: Sending Failed Delivery Parcel to Local Lazada Warehouse

Last mile

3PL fails

to deliver

to

customer

Items ready

to ship back

to Hong

Kong

Failed Delivery Reasons

● Consignee not at home

● Impossible to reach consignee

● Wrong Consignee Information

SellerLazada

Phase II: Return Shipment

Items to be delivered to

sellers (Sellers Dispatching

from *China Mainland and

HK Only)/

Seller pickup (Other

Sellers)

Lead time: 10 - 60 Calendar Days (From ‘Item QC approved’ to ‘Arrived to Hong Kong’)

- When items reach Hong Kong, Sellers will receive email from timeslogistsics@lazada.com

- Sellers have to register to Times Logistics (Lazada’s 3PL partner in Hong Kong) system to get back items. http://times-reverse.com

- Seller can see their return orders from Times reverse logistics OMS

Notes:

• If the product can not be shipped back to China Mainland for special reasons (e.g. product`s value is too high), sellers need to pickup the parcel

themselves from HK.

• VN does not return any products to sellers. Please take this into your consideration.

Crossborder return process – Process summary (Fail Delivery)

To switch language to

English, click ‘切换语言

’.

How to manage returns?Step 1: Create your account and register your address

11

MY Seller center ID

will be your ID for you

to do login to the

system

Address: Postal address to receive your

return items

Address/Company Name/Contact

Person:

(Note) If you are a seller in China, please

write in Chinese. For other countries, please

use English.

Please make sure if the address is not

correct, we cannot deliver back your items.

Failed delivery due to incorrect address is

seller’s liability.

Alternative Email: If you input this, we will

send ‘return’ related emails to this address.

If you do not fill it out, emails will be sent to

the one in Lazada seller center. [Seller Register Email] You will receive email

for registering TIMES Logistics Return System.

Click the link and go to the page to create your

account and register your address. After clicking ‘submit’ without any issue, you will get [Congratulations! You have successfully registered!] email.

❶

❷ ❸

❹

❺

You can manage return items from all countries

[TIMES Logistics Return System Login]

Please type your ID and password to login to the

system.

How to manage returns?Step 2: Check your return items status - times-reverse.com

12

[My Return Order]

Once you do login and go to ‘My Return Order’, you can see the list of items return back to Hong Kong

warehouse!

Return Type:

CR - Customer Return

FD - Failed Delivery

Inbound Time: The timestamp when the items reach Hong Kong warehouse

[Update Profile]

To change your

address, you can

go to Update profile

and update it.

ID (Malaysia seller

center ID)

Password

How to manage returns?Step 3: Do Self-Pick Booking to pick up your item(Global sellers - Non China/non HK/Korea Non LGS)

13

[Dispose]

Click this for the item you do

not want – Lazada will

dispose items

[Book for Self-Pick]

Non China/Non HK/Non Korea sellers: Select this option and please visit

Times warehouse in Hong Kong on selected date with ‘Print Delivery Note’.

TIMES Logistics Return System>Seller Center>My Self-Pick Booking

(Note) Please follow below rules, otherwise Lazada has right to dispose

items without any notification.

1. Please click ‘Book for Self Pick’ option button within 15 business days from

the item got inbounded.

2. The seller needs to select this option 24 hours before the actual visit, with

sending the email to shirley.shum@timeslogistics.com.hk and

simon.li@timeslogistics.com.hk about the actual visit date.

3. The seller needs to visit the site and pick up the item within 15 business

days from the item inbound date.

How to manage returns?Self-Pick Address and China Import Prohibited Items

14

Return item pickup

at TIMES Hong

Kong Warehouse

Sellers pickup on the following location and

guidelines:

# Location

- Unit B, 6/F, Roxy Industrial Centre, 58-66 Tai Lin

Pai Road, Kwai Chung, Hong Kong

# Opening hours

14:30 to 17:00 Mon-Sat

# Contacts

Rocky Cho +852 2157 2732

Wing Tong +852 2157 2730

# Document required for pickup

- A Delivery Note with packing list

Sellers Self-Pick address in Hong Kong

(Non China/Non HK/Non Korea sellers

ONLY)

China Import Prohibited Items

Lazada do not guarantee to ship back goods within the

following list to China. In addition, seller is liable to

any loss or penalty from customs due to

misdeclaration of product information(not exhaustive):

● Luxurious Brands (LV, Hermes, Armani, Prada, Dior etc.)

● 2nd hand commodities, restricted publications(politics

sensitive books/magazines),

● Mobile Phone, Laptop , desktop computer, flatbed

computer, computer accessories

● Ginseng, American ginseng, sea cucumber, shark's fin,

swallow net,

● Camera, Lens, Bose speakers,

● Car spare parts/accessories,

● Restricted Knifes, drugs, firearms, antique, Bank notes,

● "Luxurious jewelry; Gold/silver/jade/diamond, other listed

in the Customs prohibited publications"

For detail, please refer to Customs link below:

China Customs import-prohibited item, as below

http://www.customs.gov.cn/publish/portal0/tab3400/info5315.htm

China Customs Import-prohibited list supplement, as below

http://www.customs.gov.cn/publish/portal0/tab3400/info5317.htm

China Customs import-prohibited items supplement

http://www.customs.gov.cn/publish/portal0/tab3400/

Agenda

15

• What is Lazada customer return policy?

• Manage your returns

• How to claim for returns?

• Tips to reduce your returns

Return claiming process

Q: When can I submit a return claim of an order?

A: You are eligible of filing a Returns Claim if Lazada fails to meet either of the below requirement, when:

• Failed to be returned to our designated warehouse (Times HK) within 60 days

• Other reasons due to Lazada’s fault (case by case investigation)

• Item value is above 10 USD (in local currency when the item is placed)

Q: Can I claim payment fee and shipping fee?

A: No. Payment fee and shipping fee are not reimbursable

Q: How can I submit a return claim of an order?

A: You can submit a return claim via this link

(Notes: Before submitting the return claim, please ensure your return is claimable in accordance with the terms and conditions stated in

Crossborder Seller Agreement and Crossborder Logistics Services Agreement)

16

Agenda

17

• What is Lazada customer return policy?

• Manage your returns

• How to claim for returns?

• Tips to reduce your returns

Best practices to avoid customer returns

Damaged/ Defective

Goods faulty or damaged on

arrival or within return period

due to seller fault

Not as advertised

Actual goods differ from what

was described in the product

description

Wrong Item

The goods delivered to the

customer is not in accordance

with good specified in the order

and/or listed on Lazada.

Common return reason Example Tips to avoid returns

`

● Conduct strict quality control with frequent sample testing

● Work with trustworthy suppliers

● If one product has more than one package, ensure it is

bundled or wrapped together

● Take actions once products are returned due to defect

reasons

● Ensure product descriptions reflect the actual

characteristics of the item

● Content Image and Description are Accurate

● Content Image reveal the correct color and attributes

● Pay extra attention when packing the orders, especially

during high volume campaign days

● Check product prior to shipping: SKU, Product Name

against Seller Center

Ordered Delivered

Best practices to avoid customer returns

Missing Parts/Items

Seller doesn’t send all parts

(e.g. manual) of goods

specified in the product

description

Poor quality

Products received by the

customers do not live up to the

expectation or the description

on website

Counterfeit

Goods that infringe upon a

brand’s trademark, where the

customer is misled into

believing it is the original item

Common return reason

● Recheck items packed in the boxes delivered to the

customers

● Recheck against all items stated in “What’s in the box”

section prior to shipping

● Ensure freebies are also wrapped with item together. Do

not ship separately.

● List high quality products that you would be happy to buy

● Manage customer expectations by ensuring product

descriptions, discount and images reflect the item’s true

characteristics as much as possible

● Do not list replicas/ copies/ counterfeits

● Clean your assortment

Example Tips to avoid returns

20

Related Files

Lazada University > Tutorials > Process Your Orders

• Lazada Crossborder Rerouting Process

Lazada University > Tutorials > Agreements & Policies

• Crossborder Seller Agreement

• Crossborder Logistics Services Agreement

Strictly Confidential 21

Content Updates Detail Related Pages Update Date

Rerouting Process MY has been added to rerouting countries;

Rerouting process is for failed delivery but re-saleable

items only

P4, 6 & 10 30/10/2017

Return Claim Process please ensure your return is claimable in accordance

with the terms and conditions stated in Crossborder

Seller Agreement and Crossborder Logistics Services

Agreement

P16 27/11/2017

Lazada Punishment Rules Lazada punishments about return orders has been

cancelled

P4 12/1/2018

List of Updates

Thank you