How do Lazada buyers apply for returns? How to deal with malicious returns?

Nowadays, cross-border e-commerce is a business path chosen by many young people. Although cross-border e-commerce is difficult, once it is established, the profit is very considerable. At the same time, returns from cross-border e-commerce are more troublesome. How do Lazada buyers apply for returns?

1. How do Lazada buyers apply for returns?

All products sold by Lazada cross-border sellers are protected by the "100% consumer protection" return policy. If the received goods do not meet Lazada's promise, customers have the right to return the goods within 7 days and receive a full refund.

Lazada has set up cross-border centers in Indonesia and Thailand to handle products that have failed delivery/returns but can still be sold. During the four weeks of staying in Indonesia or Thailand, if the product is re-purchased, it will be shipped directly from Indonesia or Thailand; if no order is placed during this period, it will be pushed to the seller according to the general return procedure.

Penalty (New): Lazada will charge a penalty of USD 5 per product for returns due to “Wrong Product Sent”, “Wrong Product Sent Due to Product Quality Issue”, “Product Quality Issue – Used Product” or “Missing Parts or Products”. Penalty details can be found in the financial statements.

2. How do Lazada merchants handle malicious returns?

1. Go to the official customer service to complain

If it is determined that the buyer has maliciously returned the goods, the seller needs to seek feedback from the customer service in a timely manner and provide them with evidence of the seller's malicious returns, such as order information, screenshots of chat records with customers, etc. As long as there is evidence that he has maliciously returned the goods, then find the customer service page, submit the above evidence to the customer service, negotiate and deal with it together, and let the platform make a judgment, otherwise the platform cannot determine whether the buyer has maliciously returned the goods.

2. Lazada confirms with the buyer before shipment

If you encounter some orders with large quantities or abnormal orders, the seller should confirm with the customer to see if the buyer placed the wrong order or for other reasons. If during your communication, the other party does not reply after reading the message, or simply does not read the message, then it is most likely malicious competition or some peer pranks. It is recommended not to ship the goods in this case, otherwise the impact of malicious returns will be great.

3. Don’t ship for cash on delivery orders

Lazada platform allows cash on delivery. Although the platform supports it, if merchants encounter such orders, it is recommended not to ship the goods, because the signing rate of cash on delivery is relatively low. If the buyer does not sign, the seller needs to bear the shipping cost of returning the product to China.

Once the cause is found, it can be solved by appropriate remedies. For example, if there is a logistics problem, find a better logistics contractor; if there is a problem with the product, strengthen the supervision of product quality, otherwise such return problems will continue to occur in the future.

It is very simple for Lazada buyers to apply for a return, because the products mentioned by Lazada cross-border sellers enjoy 100% consumer protection, so the return policy is fully guaranteed and there is no need to worry about not being able to return the products.

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