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 [email protected]
- 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 [email protected]
- 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 [email protected] and
[email protected] 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