Lazada

Verification of seller identity

Sellers are required to provide their business registration name and number (for corporates) or their NRIC (for individuals) and be successfully verified on Lazada before they are allowed to sell or receive their payouts on Lazada.

You can refer to a seller’s profile page to see the seller’s ratings and reviews received.

Use of in-platform secure payment solutions

Lazada provides an in-platform secure payment solution for all transactions.

You can safeguard your transactions by always transacting within the platform, and report any sellers that request to transact off-platform. Transactions made outside Lazada’s platform will not be protected under Lazada’s Return Policy and other Buyer Protection Programmes.

Lazada has also launched a Buyer Confirmation feature which holds the order amount and payment to the seller during a Confirmation Period. Payment is released to the seller only when the you confirm receipt and are satisfied with your orders, or after the Confirmation Period.

The Confirmation Period is 7 calendar days for non-LazMall orders. Effective 11 March 2024, Lazada has extended this period to 30 days (from 15 calendar days) for LazMall orders.

Maintenance of transaction records and user data

Lazada maintains records of transactions and communications performed within the platform.

You can do your part by keeping all transactions and communications within the platform. This ensures all relevant transaction records are available to facilitate subsequent investigation and dispute resolution should the need arise.

Reporting and dispute resolution mechanism

You may use Lazada’s “Report” function in the App to report scams and / or sellers who request for payment outside the platform. You may access the “Report” function while viewing the seller store or product listing and tapping on the icon on the top right corner.

In the event of unfulfilled transactions, you should promptly raise a refund/return request with the seller through the Lazada platform.

If the return/refund request is rejected, you can raise a dispute with the seller. Upon submission of the dispute form, Lazada’s internal dispute resolution team will assess the case and share the outcome with you within 3 working days.

Other features

Flexible Returns and Refunds Policies

Lazada has made adjustments to its returns and refunds policy, to safeguard and enhance buyers' shopping experience and provide them with greater assurance when shopping on the platform.

From 1 February 2024, the return period has been extended from 15 to 30 days for LazMall and CHOICE products.

In addition, effective 11 March 2024, Change of Mind (COM) option is applicable to all categories for both LazMall and Marketplace orders (terms and conditions apply, more information can be found here). Buyers can submit a return request under COM reason if they have not yet confirmed delivery of their order using the Order Received button, and the item they have purchased has a COM logo on the product page.

All return shipping costs due to COM reasons will be covered by Lazada.

Other Features

If you wish to report any seller for fraudulent activities, you can contact us through Live Chat and Hotline. A live agent (from 8am to 11pm daily) will be able to assist you.

There is also a dedicated "Unauthorized Transaction" form which you may submit in the event you encounter any unauthorized transactions made from your Lazada account. The form may be accessed through our virtual assistant CLEO on Lazada.