How to fill up the seller claims form

Lazada Support Center

Upon customer’s decision to return a product, you will receive a return form with the item indicating the return reason. Based on Lazada seller agreement, all return items must be accepted.

However, if an item is returned in damage or an unacceptable condition, you can file a claim to request for compensation.

How do I claim on my returned items?

To file a claim, you will need to fill in a return claim form, which we will process accordingly.

Click here for Return Dispute Form

What information is required?

Merchant Details

5 fields that need to be filled in.

  1. Shop name – Name registered in Seller Center. Not to be confused with legal entity name.
  2. Seller ID – ID registered in Seller center – e.g. PH***LC
  3. Contact Details - Indicate the complete name of your representative contact in charge of filling the claim submission
  4. Contact Number - Indicate the contact number of your representative contact in charge of filling the claim submission
  5. Email Address - Indicate the complete contact number of your representative contact in charge of filling the claim submission

Fulfillment Type

1 to 5 fields that need to be filled in.

  1. Lazada's Fulfillment Type – Drop down list corresponding to your item fulfillment type.
    • If the fulfillment type is Dropship or Cross-Docking, proceed to “Order Details” (see below)
    • If the fulfillment type is Fulfilled By Lazada (FBL), proceed to field 2-3-4-5.

     2. Is it related to Post-Sale, Inbound or Pull-Out – Drop down list corresponding to the timeline associated          with your reason for claim

    • Post-Sale - If the problem is related to Lazada’s post-order shipping disputes, please proceed to “Order Details” (see below)

    • Inbound - If the problem is related to the FBL Inbound process after sending items to Lazada’s warehouse, please proceed to fields 3-4-5.

                   

    • Pull-Out - If the problem is related to the items under FBL then requested for Pull-Out but damaged item when returned to you, please proceed to fields 3-4-5. 

                  

3. PO/Transmittal Form Number – indicate here the PO Number that corresponds to the FBL item you want to claim

4. Lazada SKU – Indicate here Lazada’s SKU

5. Total Number of SKU contested – Indicate here the discrepancies of the number/s of items which is not available in your Seller Center Inventory and which has not been returned to you

Please note: If FBL (Inbound), please include the scanned copy of the delivery receipt signed by the pick-up courier; see also Required documents

 

Order Details

If the fulfillment type is Dropship, or FBL (Post-Sale), there are 8 fields that need to be filled in.

      

 

  1. Order Number - order number of the returned item that you wish to claim for. Please make sure that this detail is accurate. If you don’t know the order number, please contact Our Partner Support Center.
  2. Lazada SKU – SKU of the returned item. Not to be confused with your seller SKU.
  3. Seller Center Item ID –Item ID beside the Lazada ID in Seller Center; you can find it by searching for the order number in Seller Center
  4. Lazada Item ID - Right to the Seller Center Item ID in Seller Center; search for the order number in Seller Center.
  5. Unit Price – This is the price of the item you are claiming
  6. Did you accept the refuse item – Please indicate if you accepted or refused the item or if it has not yet been returned. Remember Lazada’s policy: every returned item needs to be accepted beforehand prior to the claim submission or your claim will be invalidated. Please do not confusein "Not yet Returned" reason with missing item.
  7. Reason for claim – The reason why you claim to Lazada
  8. Comment – Any additional comments you wish us to know when we look into your case. It is recommended to provide a detailed comment for our agent to better understand the case.
    • For damaged packaging - please expound with specific and detailed comments about the nature of the packaging damage and its affected area
    • For damaged item - please explain further with specific and detailed comments about the nature of the item damage and its affected area
    • For incorrect item returned - please state here the description of the item received in lieu of the item that should have been returned to you
    • Upload a file- upload any pictures or files to support your claims; it is recommended to give a detailed comment for our agent to better understand the case. –e.g. Carrier manifest as a proof that item was picked up.
    • For missing item/part/freebie - please state here the object of that loss --- ex: object/item/freebie XXX is missing
    • For missing sales invoice - please mention here if you are willing to accept an Affidavit of Loss
  9. Date the item was returned to you by Lazada – please indicate here the date you received the item as per the signed return order form

 

 

Your Seller Center -> Order Management -> Search for the order

Required documents

Depending on the nature of your claim, you will have to submit different documents as a proof that your claim is valid

1. Claim Reason: Missing Item/Missing Part/Freebie

Upon doing so, there will four fields appearing on screen to upload your file:

  • Item Image 1: Please include an image of the missing item/freebie; make sure the image is valid by separating all the components to distinguish the one missing
  • Item Image 2: Please include (if necessary) another image of the missing item/part/freebie
  • Carrier Manifest/ Proof of Pick-Up: Please include here the carrier manifest of the shipped item
  • Please upload Lazada Return Form showing received date

Remember that for all the reason for claims except “Item Not Yet Returned”, you have to accept the item whenever he is returned to you. Then, to validate your claim, please click both on: Did you accept or refuse the item?* > Accepted and Reason for Claim* > Missing item/missing part/freebie

 

2. Claim Reason: Incorrect Item Return

Upon doing so, there will four fields appearing on screen to upload your file:

  • Item Image 1: Please include an image of the incorrect item returned to you; make sure the image is valid by checking if you are not selling this SKU and by checking if you included a specific comment of the incorrect item received
  • Item Image 2: Please include (if necessary) another image of the incorrect item received
  • Carrier Manifest/ Proof of Pick-Up: Please include here the carrier manifest of the shipped item
  • Please upload Lazada Return Form showing received date

Remember that for all the reason for claims except “Item Not Yet Returned”, you have to accept the item whenever he is returned to you. Then, to validate your claim, please click both on: Did you accept or refuse the item?* > Accepted and Reason for Claim* > Incorrect item return

 

3. Claim Reason: Damaged Packaging

Upon doing so, there will four fields appearing on screen to upload your file:

  • Item Image 1: Please include an image of the item subject to a damaged packaging. Only a picture showing a genuine damage will be accepted, and a test is performed to determine whether the packaging is compliant or not
  • Item Image 2: Please include (if necessary) another image of the damaged packaging of the item
  • Carrier Manifest/ Proof of Pick-Up: Please include here the carrier manifest of the shipped item
  • Please upload Lazada Return Form showing received date

Remember that for all the reason for claims except “Item Not Yet Returned”, you have to accept the item whenever he is returned to you. Then, to validate your claim, please click both on: Did you accept or refuse the item? * > Accepted and Reason for Claim* > Damaged packaging

 

 

Reminders:

We highly recommend to follow the LAZADA packaging guidelines to ensure an excellent customer experience by maintaining the integrity of the primary packaging of the goods shipped. For shipments that comply with our packaging guidelines we accept liability of 15% of the item value if the primary packaging is damaged and 100% of the item value if the product is damaged. Shipments that do not comply with our packaging guidelines forfeit the right for compensation.

 4. Claim Reason: Damaged Item

Upon doing so, there will four fields appearing on screen to upload your file:

  • Item Image 1: Please include an image of the damaged item
  • Item Image 2: Please include (if necessary) another image of the damaged item
  • Carrier Manifest/ Proof of Pick-Up: Please include here the carrier manifest of the shipped item
  • Please upload Lazada Return Form showing received date

 Remember that for all the reason for claims except “Item Not Yet Returned”, you have to accept the item whenever he is returned to you. Then, to validate your claim, please click both on: Did you accept or refuse the item? * > Accepted and Reason for Claim* > Damaged item

 

5. Claim Reason: Missing Sales Invoice

Upon doing so, there will five fields appearing on screen to upload your file:

  • Item Image 1: Please include an image of the item whose sales invoice is missing
  • Item Image 2: Please include (if necessary) another image of the item
  • Carrier Manifest/ Proof of Pick-Up: Please include here the carrier manifest of the shipped item
  • Please upload Lazada Return Form showing received date
  • Please upload you scan copy of the missing sales invoice

Remember that for all the reason for claims except “Item Not Yet Returned”, you have to accept the item whenever he is returned to you. Then, to validate your claim, please click both on: Did you accept or refuse the item? * > Accepted and Reason for Claim* > Missing Sales Invoice

 

6. Claim Reason: Item Returned Beyond SLA

Upon doing so, there will four fields appearing on screen to upload your file:

  • Item Image 1: Please include an image of the item returned beyond SLA
  • Item Image 2: Please include (if necessary) another image of the item
  • Carrier Manifest/ Proof of Pick-Up: Please include here the carrier manifest of the shipped item
  • Please upload Lazada Return Form showing received date

 Remember that for all the reason for claims except “Item Not Yet Returned”, you have to accept the item whenever he is returned to you. Then, to validate your claim, please click both on: Did you accept or refuse the item? * > Accepted and Reason for Claim* > Item Returned Beyond SLA

 

Reminders:

If an item is returned to you later than 45 days after shipment we will compensate you with a restocking fee of 10% of the item value. In case an item is not returned within 75 days after shipment we will consider it lost and compensate you with 100% of the item value.

7. Claim Reason: Item Not Yet Returned

Upon doing so, there will two fields appearing on screen to upload your file:         

  • Carrier Manifest/ Proof of Pick-Up: Please include here the carrier manifest of the shipped item  
  • Carrier Manifest/ Proof of Pick-Up 2: In case you want to include a scan of another page of the proof of pick-up 

 Once you have filled in all those required fields according to your claim situation, and attached the corresponding documents, please submit it by clicking the “Submit Claim” button. Our agents will then examine your claim submission within the best possible delay.

Remember that for all the reason for claims except “Item Not Yet Returned, you have to accept the item whenever he is returned to you. To validate a claim where the item is not yet returned, click both on:  Did you accept or refuse the item? * > Not Yet Returned and Reason for Claim* > Item not yet returned. 

If there is a mismatch between the status and the reason for claim, your claim will be automatically invalidated – ex: item“Accepted” and reason for claim is “Not Yet Returned”

Please note: The field Refused to be found in the Did you accept or refuse the item? * radio button is only reserved to specific merchants. If you are one of them, please use it in lieu of “Accepted

Reminders:

*In case an item is not returned within 75 days after shipment we will consider it lost and compensate you with 100% of the item value.

*We only accept claims with order date June 2016 onwards.

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