Recently, Lazada introduced a new option: buyers can now initiate Refund Only requests for items under the non-returnable category. This means sellers should be aware of how to handle these requests efficiently to avoid unnecessary losses.

Let’s break down how the process works and what sellers in Malaysia need to know.

How Lazada Direct Return to Merchant (DRTM) Refund Flow Works

The Direct Return to Merchant (DRTM) refund process starts when a buyer clicks on the Return/Refund button in Lazada. From there, sellers need to know what happens next and how to act quickly:

Response Time

Sellers have 2 calendar days to respond to the request. If you do not take action within this period, Lazada’s customer service team will step in and make the decision for you.

Where to Check Refund Requests

Go to Lazada Seller Center > Orders > Return Orders to view all incoming refund requests.

Your Response Options

Sellers will see two choices when handling a refund request:

a) Refund Only

• Choose this if you agree with the buyer’s request.

• A refund confirmation prompt will appear, click ‘OK’ to finalise.
   

b) Forward to Agent

• Use this if you disagree with the refund request.

• The case will be escalated to Lazada’s agents for review.
   

You must provide comments and supporting proof (e.g., product photos, delivery records) to back up your decision.

Seller Tip: Always respond within the 2-day window. Even if you choose to forward the case to an agent, adding clear evidence helps protect your business and ensures a fair review of the dispute.

New “Refund Only” Tab in Lazada Seller Center

To make refund management more transparent, Lazada has introduced a dedicated “Refund Only” tab in Seller Center.

Where to Find It:

Go to Lazada Seller Center > Orders > Return Orders > Refund Only
 

With this update, sellers can now:

• Easily track refund-only cases without mixing them up with standard return requests.

• Save time by having all refund-only requests organized in one place.

• Reduce confusion when handling different types of after-sales cases.

Previously, refund-only and return cases were lumped together, making it harder to sort through requests. This new tab ensures sellers don’t miss any refund-only cases, especially for non-returnable items where buyers may only request refunds.

Who Bears the Refund Amount?

For sellers, one of the most important questions is: “Who pays for the refund?” Lazada makes this clear in the Seller Center so you can always see where the cost is allocated.

How to Check:

Go to Lazada Seller Center > Orders > Return Orders > Refund Only > Refund Issued

In this tab, you’ll see exactly which party is responsible for the refund. There are three possible outcomes:

1. Seller

• You, as the seller, cover the refund amount.

• This usually applies if the issue is related to product quality, wrong items, or other seller-side responsibilities.
   

2. Logistics Partner

• The courier or shipping partner bears the cost.

• This typically happens in cases like parcels lost in transit, shipping delays, or damaged items during delivery.

3. Platform (Lazada)

• Lazada itself takes on the refund.

• This can occur in special situations such as platform policy coverage, campaigns, or customer service interventions.
   

Understanding who pays helps you:

• Track and manage your financial liabilities.

• Identify when you’re at fault versus when logistics or Lazada should cover the cost.

• Gather the right evidence (e.g., product photos, shipping proof) to protect your business in disputes.

Why Centralised After-Sales Management Matters

Refund and return cases whether on Lazada with DRTM or on Shopee with refund-only and abnormal returns can quickly pile up if you’re selling on multiple platforms. Beyond just approving or disputing requests, you also need to keep track of deadlines, stock returned items back into your warehouse, and make sure nothing slips through the cracks.

That’s why many Lazada sellers in Malaysia use BigSeller. It lets you manage after-sales orders from both Lazada and Shopee in one place, monitor return logistics, and stock-in items faster with batch or scan options. Instead of hopping between dashboards, you can handle everything from a single system.

You can explore all these tools with a free BigSeller account, a practical way to simplify after-sales management while keeping your inventory accurate.