Lazada Return Policy Indonesia Malaysia Philippines Singapore Thailand Vietnam

Transcription

1 Lazada Return Policy Indonesia Malaysia Philippines Singapore Thailand Vietnam

2 Overview What is Lazada s Return Policy? o 7 Days Easy Return o 14 Days Easy Return What reasons are accepted for returning an item? How to return an item Filling out the Online Return Form Quality Evaluation Tracking the status of a Return Reimbursement options and timeframes for Reimbursement Replacement 2

3 Lazada s Return Policy 3

4 7 Days Easy Return 4

5 14 Days Easy Returns 5

6 What reasons are accepted for returning an item? Return Reasons: Damaged Wrong product delivered Defective Expired Product Does not fit /Wrong Size Signs of used Not as advertised Suspected Counterfeit Missing parts/ accessory/freebie Change of mind 6

7 Return Reason - Damaged An item is considered damaged if there is a physical defect on the item upon receipt of the customer. i.e. scratches, dents, tears, cracks, a physical part of the item is broken A customer must return the item with Free gifts (if any) Accessories In the original packaging Tags and labels must still be attached I received the item today and upon opening I notice that it has dents and scratches. What should I do? 7

8 Return Reason - Defective An item is considered defective if there is a mechanical or software defect on the item. i.e. faulty, inoperative, malfunctioning The item must be returned with Free gifts (if any) Accessories In the original packaging Not damaged Tags & Labels attached I inspect the item upon receiving it, to find out that the laptop is not working after I charge it 8

9 Return Reason Does Not Fit / Wrong Size We accept returns for items that the customer claims doesn t fit them regardless if they received the correct size. This is only applicable for foot ear a d appare The item must be returned In unused condition With Free gifts (iaf any) With Accessories (if any) In the original packaging Not damaged Tags and labels still attached Received the size that was ordered but does not fit Not app icab e for CB items 9

10 Return Reason Not As Advertised An item may be considered Not as advertised if o The actual item doesn t match the description on the website o The actual item doesn t match the image used on the website The item may be returned In unused condition With Free gifts (if any) With Accessories (if any) In the original packaging Not damaged With tags and labels still attached The items I received was not as advertised. No G sensor and not full HD as indicated on your website 10

11 Return Reason Missing Parts / Accessory / Freebie The customer did not receive o Freebie o Part of the item o Accessories o Part of the bundle The item may be returned In unused condition Not damaged With tags and labels still attached I received the table I ordered yesterday however two legs are missing 11

12 Return Reason Wrong Product Delivered The customer received a different item than what was ordered. The item may be returned In unused condition With Free gifts (if any) With Accessories (if any) In the original packaging In sealed condition (except when the item cannot be identified without opening the packaging) Not damaged With tags and labels still attached I ordered a blue jacket but I received a pink one. 12

13 Return Reason Expired Product Product received has passed the expiration date advertised on box (eg. food items, perfume) The item must be returned Must still be sealed With Free gifts (if any) With Accessories (if any) In the original packaging Not damaged Tags & labels still attached I received my Kirkland Signature Multivitamins today however I noticed that the expiry date is 11/15 13

14 Return Reason Signs of Used Product shows signs of usage The item must be returned With Free gifts (if any) With Accessories (if any) In the original packaging Not damaged Tags & labels still attached Why is it that the cellphone I ordered on your website has already some files and contacts from the previous owner? 14

15 Return Reason Suspected Counterfeit Customer suspects that product received is counterfeit or fake The item may be returned With Free gifts (if any) With Accessories (if any) In the original packaging Not damaged With tags and labels still attached I ordered a PUMA Bagpack but what I received is a PUNA Bagpack 15

16 Return Reason Change of Mind A customer may return an item because they changed their mind. i.e. no longer needs it, already bought something else, doesn t want it anymore The item must be returned In unused condition Must still be sealed With Free gifts (if any) With Accessories (if any) In the original packaging Not damaged Tags & labels still attached I want to cancel my order since I change my mind. I just ordered and received it today. Not applicable for CB items 16

17 How to Return an Item 1. Check the validity of the return o Within applicable return time frame o Acceptable Return Reason o NOTE: For hygienic reasons, pleasure items as well as Swimwear and Underwear are not returnable if it has already been opened. 2. Fill in the Online Returns Form 3. Pack the item and drop off at any LBC outlet. NOTE: Remind the customer not to forget to get their Acknowledgement Return Receipt which contains the Return Tracking Number (RTN) on the bar code. NOTE: Prior to returning electronic gadgets (i.e. mobile phone, tablet, computer etc.) advise the customer to remove or delete any personal information including user names and passwords. Non-compliance may deem the return void. 17

18 Online Return Form The Online Return Form will only be available within 7 or 14 days from the time the item was delivered (depending on the applicable Return Policy). The customer must log in to their account to access the ORF 1. Log in to Lazada account 2. Go to My Order and click Return 3. Fill in the Return Form 4. Print the Return Form NOTE: If the customer does not have access to a printer, he/she may write down the 15 digit Return Authorization Code (starts with RN ) and/or their 9 digit Order Number on a piece of paper and attach it to the pouch or box that he/she will use to put the item in when he/she returns it. Writing on the original packaging may deem the return void. Please also refer to instructional video on the next slide. 18

19 CONFIDENTIAL Customer Care Philippines

20 Quality Evaluation Quality evaluation begins right after we receive the returned item at our warehouse. This usually takes within 48 hours but if it will take more time, the customer will receive a notification through . 20

21 Return Status Tracking We/The customer may track the status of a Return by using the Return Tracking Number (RTN) located on the bar code of the Acknowledgement Return Receipt that LBC will be providing the customer upon returning the item. They can input the RTN on the LBC Track and Trace tool. The customer may also track it using the Lazada Order Tracking Tool. If we are unable to track the status through these tools, we may pass a ticket to Warehouse (Returns) to check if they have already received the item. The order status will be changed to Returned once the item reaches our warehouse. 21

22 Reimbursement There are 3 kinds of reimbursement: Voucher, Refund and Replacement. List of options available for each type of reimbursement per return reason is indicated on the next slide Reimbursement begins after the quality evaluation of the item. This usually takes within 48 hours but may take longer. In case a longer period of time is needed for QC, the customer will be notified via . 22

23 Reimbursement Options Return Reason Voucher Refund Replacement Damaged Defective Does not fit / Wrong Item Not as advertised Missing parts / accessory / freebie Wrong Product delivered Expired Product Signs of used Suspected Counterfeit Change of mind CB Items 23

24 Refund/Replacement Timeframe Payment Method (at the time of purchase) Refund Option Refund Leadtime (to see the amount on your bank account) Credit Card / Installment Credit Reversal Debit Card / Installment Debit Reversal Paypal Paypal Reversal (if Paypal Balance) Credit Reversal (if Paypal is linked to a credit card) Debit Reversal (if Paypal is linked to a debit card) Cash on Delivery Bank Transfer LBC Remittance Store Credit 1-3 Business days 5-15 Banking days 5-45 Banking days 1-2 Banking days 1-2 Business days 1-2 Business days Store Credit Store Credit 1-2 Business days Alipay Alipay 1-2 Business days 24

25 For Lazada training decks and free online courses, please visit Lazada University: Also check out Lazada Seller Center FAQs (Frequently-Asked Questions) on popular topics: Join the ever-growing Lazada Sellers online community: 25

26 Thank you