Steps to Process Lazada After Sales Orders
Part I: Process After Sales Orders
Go to After Sales Orders Processing Page > Select Lazada
1. Introduction of Lazada After-Sales Types
Abnormal Return, Refund Only,Return and Refund
When the product has been delivered to the buyer, the buyer can apply for two types of after-sales:
1.1 Refund Only
1.2 Return and Refund
1.3 Abnormal Return: This happens when the buyer hasn't requested a return or refund, but the order is detected as returning to the seller’s warehouse due to refusal to sign, platform recall, unreachable buyer, or logistics issues.
2. Handling After-Sales at the Item Level - Lazada
For Lazada, returns are handled at the item level. Buyers can request after-sales for each product separately, and sellers can process each item with different after-sales actions.
- If products with the same after-sales ID have:
- Different after sales statuses or
- Different logistics tracking numbers,
→ They will be split into separate packages.
- If products with the same after-sales ID have:
- Same after sales status and
- Same tracking number,
→ They will be merged and displayed together.
3. After Sales Order Status and Processing Flow
3.1 Return and Refund
After selecting the after-sales type as Return and Refund, you will see 7 after-sales order statuses:
2) Seller Agrees Return
3) Sent by Buyer
4) Platform Processing: An intermediate status indicating that Lazada is currently reviewing the case. After the review is completed, it will proceed to the next status based on the corresponding result.
5) Refund Rejected (Final Status)
6) Refund Successfully (Final Status)
7) Request Canceled - Request cancelled by buyer (Final Status)
The following section explains when refund-only and return & refund orders will enter each of these statuses.
When a buyer applies for a Return and Refund, the return order will first enter the Request Initiated status. At this stage, you have three options:
Status flow: → Platform Processing → Once the platform completes the refund, it moves to Refund Successfully.
Status flow: →Seller Agrees Return → Move to Sent by Buyer.
Under Sent by Buyer, after receiving the package, you must [Confirm Receiving].
Then you have two options:
a. If the item is in good condition → Click Accept Refund→ move to Refund Successfully
b. If you have issues with the returned item → Click Refuse Refund and provide the reason. → move to Refund Rejected after Lazada approves.
3. Reject Return: You need to fill in the reason and evidence for rejection.
Status flow: → Platform Processing (platform will make a final decision):
If the seller wins → Move to Refund Rejected.
If the buyer wins → Move to Seller Agrees Return.
💡 Notes
2) Please watch the countdown timer (Lazada SLA agreement) on the screen. If you do not act before the deadline, the platform will automatically approve the buyer’s request.
3.2 Refund Only
After selecting the after-sales type as Refund Only, you will see 5 after-sales order statuses:
2) Platform Processing: An intermediate status indicating that Lazada is currently reviewing the case. After the review is completed, it will proceed to the next status based on the corresponding result.
3) Refund Rejected (Final Status)
4) Refund Successfully (Final Status)
5) Request Canceled - Request cancelled by buyer (Final Status)
When a buyer submits a Refund Only request, the order will move to the Request Initiated page. On this page, you have two options:
Status flow: → Platform Processing → After the platform completes the refund, it moves to Refund Successfully.
After platform review:
- If the seller wins → Status changes to Refund Rejected.
-
If the buyer wins → Status changes to Refund Successfully.
💡 Notes
1) If a package contains multiple items and you choose different actions (e.g., accept refund for one item and raise dispute for another), BigSeller will split the package based on different after-sales statuses. Each item will then move separately to different lists.
2) Please watch the countdown timer (Lazada SLA agreement) on the screen. If you do not act before the deadline, the platform will automatically approve the buyer’s request.
3.3 Abnormal Return
1) For Abnormal Return orders, The after-sales status of the order will not be displayed.
2) Operations such as "accept" or "refuse" are not allowed. However, you can still reprint the shipping label and add after-sales notes.
4. Return Status
- To Return: Buyer and seller agreed to return/refund. Buyer needs to send the package back.
- Returning: Package is on the way to the seller’s warehouse.
- Returned: Package has arrived at the seller’s warehouse.Lost: Package lost or damaged during shipping.
- Return Failed: Package couldn’t be returned due to unexpected issues.
- No Need to Return: Buyer gets a refund without sending the package back, or the return request was closed or rejected.
- Others: Refund or return cases still being discussed, or other special situations.
Part II: Stock-In Returned Items
After reaching an agreement with the buyer and receiving the returned item, you can proceed with stocking in returned SKUs to your receving warehouse.
💡 Note: For Lazada, you can only stock in the items once all the items in the package reach their final status (like "Refund Successfully"). Until then, it's unclear if the all items within the package will be returned to the warehouse.
BigSeller will monitor the logistics tracking to help sellers promptly manage returned items upon arrival at the warehouse. Please refer to this article for the steps to stock in returned items.
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