Context: Returns and refund may happen when buyer is unsatisfied with the order, buyers have up to 15 days after the order is delivered to request a return / refund if necessary. Below are the common scenarios store may encounter:
| Scenario | Who bears cost | Will items be returned ? | What to do |
|---|---|---|---|
| Customer did not receive order (Lost parcel / Damaged parcel before delivery) | Shipper | No | Shopee or Lazada will process the claim; action may be required from merchant |
| Damaged item in transit | Shipper / Merchant | Varies by situation | Shopee or Lazada will review the case, merchant may need to provide evidence on how the item was packed |
| Customer not satisfied / Change of Mind | Merchant | Yes | Shopee or Lazada will review on a case-by-case basis; action may be required from merchant |
| Wrong Product Shipped / wrong quantity | Merchant | Dependent on value | Shopee or Lazada will review the case; merchant may need to provide evidence on how the item was packed |
| Expired product | Merchant | No | Shopee or Lazada will review the case, merchant may need to take action |
When a return or refund is raised by buyer, store will be notified via push notification, email and Seller Center notifications. Stores must log in to Seller Centre and respond to these requests within 72 hours. If no response is provided within the stipulated time frame, the refund may be automatically processed in favor of the buyer.
Please note Shopee and Lazada update their return and refund policies regularly, we highly recommend you always refer to the Seller Education Hub for the latest updates: