For Lazada sellers in Malaysia, submitting claims is part of protecting your business when something goes wrong with an order. However, not all claims go through. Lazada has tightened its Claims Process to make resolution faster and more accurate. That means if your claim has errors, missing details, or doesn’t meet the requirements, the system will automatically reject it.

If you’ve tried to submit a claim but were stopped by an error message, here’s a breakdown of the most common reasons claims get rejected and what you can do to resolve the issue.

1. Invalid Order Number or Item ID

This error occurs when the claim system cannot match the details you entered with Lazada’s database. It’s one of the most frequent reasons sellers face rejection, and it usually comes down to a small mistake in the order or item details.

• Order Number: Every purchase on Lazada is tagged with a unique Order Number. If you mistype even one digit or copy the wrong number, the system will flag it as invalid. To avoid this, always cross-check the Order Number under Lazada Seller Center > Order Management section.
   

• Item ID: If the buyer purchased multiple products in one checkout, each product will have a separate Item ID. Make sure you are selecting the correct one from the Order Detail page.

Since Lazada’s system is strict, even a tiny error like an extra space, missing character, or wrong copy-paste can cause the claim to be rejected. Always verify both numbers before submitting to save time and prevent delays.

2. Seller Own Fleet (SOF) Orders

When you choose Seller Own Fleet (SOF), you are essentially telling Lazada that you will manage your own logistics instead of using Lazada’s partnered couriers. While this gives you flexibility and control, it also shifts the entire responsibility of delivery and returns onto you.

Since Lazada has no visibility or control over how your parcels are picked up, shipped, or returned, they cannot step in to verify or resolve issues. As a result, SOF orders are not eligible for claims under Lazada’s system.

With SOF, you are directly responsible for:

• Ensuring orders are picked up and delivered on time

• Managing customer returns and exchanges

• Resolving disputes related to missing, delayed, or damaged items

3. Duplicate Claim Submission

Lazada’s system automatically detects if you try to file more than one claim for the same Item ID. If you’ve already submitted a claim, any new attempt for that same order will be flagged as a duplicate and immediately rejected.

Instead of resubmitting, track your claim’s progress through:

Service Center > One Stop Assistance > Claims Management

Here, you’ll find whether your claim is pending, requires additional documents, or has already been resolved.

Filing duplicates doesn’t speed things up, in fact, it may slow down processing because it creates unnecessary noise in the system.

4. Still Within the Acceptable Return SLA

Every Lazada order is governed by a Service Level Agreement (SLA), which sets the official timelines for shipping, delivery, and returns. This SLA exists to protect both buyers and sellers by ensuring there’s enough time for the order to be completed or for a buyer to request a return.

If you attempt to file a claim while the order is still within its SLA period, the system will reject it. At this stage, Lazada considers the order process ongoing, and claims can only be raised once the SLA has expired.

Keep an eye on the SLA dates in Lazada Seller Center dashboard. Once the SLA period has ended, you can then resubmit your claim.

5. Beyond the Filing Period

Lazada enforces a strict filing deadline for all claims to ensure disputes are raised and resolved within a reasonable timeframe. Once this period ends, the claim window closes permanently.

Missing this window means forfeiting your right to dispute the order. The transaction will be treated as completed, and you won’t be able to recover potential losses through Lazada’s claims process.

Always keep track of filing deadlines in the Lazada Seller Center. Submitting your claim as soon as you notice an issue is the safest way to avoid missing the cut-off.

6. Order Already Delivered

When an order is marked as Delivered in Lazada’s system, it means the buyer has successfully received the item and the transaction is considered complete. At this stage, the platform no longer accepts claims from the seller.

Delivered orders are treated as fulfilled. Since the item reached the buyer, Lazada assumes there is no delivery-related issue for you to dispute.

If a buyer raises a problem after delivery such as requesting a return, refund, or reporting product issues, this will be handled through Lazada’s Return & Refund system, not through seller claims.

Manage Claims Better with the Right Tools

Understanding why Lazada may reject your claim helps you avoid unnecessary disputes and ensures smooth selling. But beyond simply handling claims, sellers need reliable tools to manage orders, track shipments, and prevent issues before they happen.

BigSeller is a free, easy-to-use, and highly automated e-commerce ERP built specifically for Southeast Asian sellers. From product sourcing and migration to multi-platform listing, order processing, inventory control, and financial reporting, BigSeller offers an all-in-one solution. With automation tools, overselling prevention, after-sales handling, and deep performance insights, sellers can focus more on growth and less on repetitive manual tasks.

Try BigSeller for free today and simplify your multi-channel selling.

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