As a Lazada seller in Malaysia, understanding return policies is crucial for managing customer expectations, protecting your business, and maintaining high service standards. One of the most common return reasons buyers select is “Change of Mind” (COM). In this guide, we’ll walk you through everything you need to know about handling COM returns on Lazada.

What is a Change of Mind (COM) Return?

A Change of Mind (COM) return happens when a buyer decides that the product they purchased no longer suits their needs or preferences. Common reasons include:

• Style or design preference

• Color or size issues

• Any personal choice or change of opinion after purchase

Unlike defect-related returns, COM returns are not due to product faults but are initiated purely based on the buyer’s preference. COM returns might seem like an extra hassle, but they actually benefit sellers in several ways:

1. Build Buyer Confidence: Buyers are more likely to complete purchases if they know they can return an item that doesn’t meet their expectations.

2. Boost Conversion Rates: Offering COM returns encourages buyers to try new products, knowing that they have the option to return them.

To qualify for COM returns, items must generally be unused, unopened, and in their original packaging. Fashion items can be tried on carefully, but tags and packaging must remain intact.

How to Determine if a Returned Item Qualifies for COM

Not all products are eligible for COM returns. Here’s a general guide by category:

Important Notes for Sellers

1. Product Packaging vs. Parcel Box

   • Product Packaging: The original box, bag, or protective material that comes with the product. This should stay intact for returns.

   • Parcel Box: The container used to ship the product to the buyer. Sellers should never use product packaging as the parcel box alone, as this may lead to damage during transit.

2. Accessories and Freebies: Always include all accessories, freebies, or additional items with the returned product.

3. Unsellable Items: Returns can be refused if items are in unsellable condition due to:

   • Damage, misuse, or tampering

   • Missing parts or incomplete packaging

   • Items installed, altered, or worn improperly

4. Check Eligibility: Sellers can verify if a product is eligible for COM returns by checking the Product Detail Page on Lazada.

When a buyer submits a Change of Mind (COM) return request, sellers need to follow a structured process to ensure compliance with Lazada’s policies and maintain good service ratings.

Handling a Change of Mind Return Request

Step 1: Check the Return Reason

• Log in to Lazada Seller Center and check the return request.

• Confirm that the return reason is “Change of Mind.”

• This step ensures you are handling the return under the correct policy.

Step 2: Verify Item Condition

• Review the photos and videos uploaded by the buyer under “Communication History.”

• If the images are unclear, you can contact the buyer via IM chat to request better pictures.

• Compare the item condition against Lazada’s COM eligibility guidelines to decide if the return can be accepted.

Step 3: Take Action

Sellers have three options when responding to a COM return:

1. Refund Only – Issue a full refund without requiring the item to be returned. This is suitable when the product value is low or returning the item is impractical.

2. Return & Refund – Accept the item back from the buyer for inspection. If the product meets the COM eligibility criteria, issue a refund.

3. Forward to Agent – If there is a dispute or disagreement about the item’s condition, forward the request to Lazada’s dispute team. Lazada will review the case and make the final decision.

Guidelines for Return & Refund

• Eligible items: Refund items that meet the condition criteria (unused, unopened, intact packaging, accessories included).

• Ineligible items: If the product does not meet the COM criteria, click “Forward to Agent” to raise a dispute. Lazada will make the final judgement.

Refund of Fees for Change of Mind Returns

Good news for sellers handling COM returns:

• All fees associated with the order (payment fees, Free Shipping Max commissions, forward shipping fees) are automatically refunded when the buyer returns the item.

• No reverse shipping fee is charged to the seller.

• Sellers do not need to submit any manual claims; the refunded amounts will automatically appear in your Account Statement once the return is processed.

Final Thoughts

Managing Change of Mind returns effectively is essential for building trust with your buyers and keeping your Lazada store in good standing. By understanding eligibility, checking item conditions carefully, and following proper return processes, sellers can minimise disputes and improve overall customer satisfaction.

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