The move is part of Lazada’s effort to create a fairer shopping experience for buyers while pushing sellers to maintain higher standards in product quality, listing accuracy, and order fulfillment.
 

When Will Sellers Be Charged?

Under Lazada’s updated return policy, sellers are only required to pay the return shipping fee if the return is confirmed to be their fault. This ensures accountability while protecting sellers from being unfairly charged for issues outside their control.

Return shipping fees apply only if all of these conditions happen:

1. The item was sold by a Marketplace (MP) or LazMall-MP seller.

2. The buyer successfully received the item.

3. The buyer initiates a return request through Lazada.

4. The item is successfully returned to the seller.

5. Lazada confirms the return reason is seller-related fault (e.g., wrong item sent, defective product, counterfeit, etc.).

When sellers will not be charged

Sellers are protected from charges in situations that are not their responsibility, including:

• Failed delivery – If the package never reached the buyer, the seller won’t be charged.

• Logistics error – If the package is damaged during delivery due to courier fault, the seller won’t bear the cost.

• Change of Mind – If the buyer simply doesn’t want the product anymore, the seller is not liable.

• Voluntary refund – If the seller chooses to refund the buyer without asking for the product back, no return shipping fee applies.

What Counts as Seller Fault?

Not every return is considered the seller’s responsibility, but when it is, Lazada calls this a seller-fault return. These are cases where the product delivered does not meet what was promised in the listing or where the seller failed to ensure proper quality and accuracy. In such situations, the seller will be charged the return shipping fee.

Here are the main scenarios Lazada defines as seller fault:

• Wrong item sent – For example, sending the wrong size, colour, or even a completely different product than what the buyer ordered.

• Missing accessories or gifts – If the listing promised freebies or additional parts (chargers, cables, covers, etc.) but they are missing from the package.

• Incorrect sizing – When the size provided does not match the description or measurement details in the listing.

• Damaged product upon opening – If the buyer finds the product physically broken or scratched when unboxing (not caused by courier damage).

• Defective or non-functional item – When the item doesn’t work as advertised or cannot be used properly.

• Mismatch with listing description – If the product received is different from what was shown in images or described in the product details.

• Expired goods – Applicable especially to food, health, and beauty products that have already passed their expiry date.

• Counterfeit or unauthorised products – Fake, non-genuine, or unlicensed items will also fall under seller fault.
   

Charges and Costs

When a return is confirmed as the seller's fault, Lazada will charge the seller a return shipping fee. Here’s how it works:

How much will sellers be charged?

The return shipping fee is calculated in the same way as the original delivery fee, taking into account:

• The buyer’s location (where the package is being returned from).

• The seller’s return warehouse location (where the package is being sent back to).

• The shipping service available for the return.

• The product weight was declared in the Lazada Seller Center.

This fee will show up in the seller’s financial statement under the description “Customer Return Delivery Fee.”

Why is the return shipping fee sometimes different?

The return fee may not always match the initial delivery cost. Common reasons include:

• Weight mismatch – If the actual weight of the returned item is different from what was declared in Lazada Seller Center.

• Partial returns – If the buyer only returns part of their order (e.g., one item out of a bundle).

Will other costs be refunded?

• Refunded: Commission fees will be returned once the item is successfully processed.

• Not refunded: Participation costs for Lazada programs (such as Free Shipping Max or LazCoins) and transaction fees will not be refunded.
   

Process and Timing

Lazada will only deduct the return shipping fee after the entire return process is completed and the order funds have been settled. This ensures sellers are not prematurely charged before the return is confirmed.

When will the charge apply?

• The charge is applied once the buyer’s return has been processed successfully and the item has been received back.

• At this stage, Lazada finalises the refund to the buyer and then deducts the return shipping fee from the seller.

Where will the charge appear?

• The fee will show up in the seller’s financial statement under the description “Customer Return Delivery Fee.”

How can sellers stay informed?

• Sellers are advised to regularly monitor notifications in Lazada Seller Center.

• Any return request initiated by a buyer will be visible there, allowing sellers to track which orders may result in return shipping costs.

Disputes and Claims

Lazada understands that not every return is straightforward. Sometimes, buyers may choose the wrong return reason, or the issue may not actually be the seller’s fault. In these cases, sellers have the right to appeal the return shipping fee.

Can sellers appeal?

Yes. Sellers can challenge the fee if they believe the return reason was wrongly classified as seller fault.

There are two ways to do this:

1. During the return process

   • Select “Forward to Agent” in the Lazada Seller Center.

   • Lazada’s dispute team will review the case and decide whether the fee applies.

2. After the return is completed

   • File a claim through Lazada Seller Center.

   • Be sure to select “Shipping Fee” as the reason for the claim.

Sellers must file their claim within 60 days from the date the order was returned. Claims submitted after this period will not be accepted.

Stay Ahead of Lazada’s Return Policy

Handling Lazada after-sales can quickly get complicated, especially when different items in the same order follow separate refund or return paths. Missing deadlines or overlooking status changes can easily lead to automatic approvals or unnecessary losses.

BigSeller takes the guesswork out of this process by consolidating all after-sales data in one dashboard, automatically splitting or merging packages as Lazada requires, and tracking return logistics in real time. With these tools, sellers can stay compliant while reducing manual errors and protecting their profits.

Start using BigSeller for free today and simplify your Lazada after-sales management.