Selling on Lazada comes with its fair share of challenges, and one of the trickiest parts can be handling returns. The Direct Return to Merchant (DRTM) policy gives sellers more control over return requests, but only if you know the ins and outs. From understanding buyer reasons to inspecting returned items and issuing refunds, this guide walks Malaysian sellers through every step so you can manage returns efficiently without unnecessary stress.

What Is Lazada’s DRTM Policy?

Lazada’s Direct Return to Merchant (DRTM) policy gives sellers more control over return requests by allowing buyers to send items back directly to the merchant instead of going through a centralised return center. Under this policy, buyers have 4 days from the date they receive the item to initiate a return, or 7 days if they choose to extend their confirmation period.

Whenever a buyer starts a return, you’ll receive an instant notification in your Lazada Seller App. From there, you can manage the entire process yourself, communicating with the buyer, reviewing the issue, inspecting the returned item, and deciding whether to issue a refund or reject the request.

Note: Lazada Members with higher tier status may receive longer return windows. You can view the exact entitlements in the Member Centre.

Step 1: Review the Return Request

As soon as the buyer submits a return, Lazada notifies you via email and Chat. You have 2 business days to respond and take action.

To review the return:

1. Go to Orders & Reviews.

2. Select Return Orders.

3. Under Return Initiated, choose the specific request.

4. Open Communication History to see:

   • Refund amount proposed (may be lower than what the buyer paid).

   • Return reason, such as wrong item, damaged item, counterfeit, mismatch with listing, missing parts, expired products, sizing issues, or functionality problems.

   • Comments shared by the buyer.

   • Images uploaded as evidence.

You can also access the return via Chat, simply click View in the buyer’s message.

Step 2: Choose to Refund, Request Return, or Reject

Before taking action, make sure the return reason is clear. If not, message the buyer to clarify, sometimes the issue can be solved without requiring a return (e.g., simple troubleshooting).

Your available actions:

Refund Only

You issue a refund, and the buyer keeps the item. This is commonly used for low-value items or when the buyer’s claim is reasonable and returning the product isn’t practical.

Return & Refund

The buyer must send the item back, and you’ll issue a refund once it arrives.

Reject

Used only when the return request is clearly invalid. Most returns, however, will still be valid unless there are signs of fraudulent activity.

If you do not respond within 2 business days, Lazada may auto-accept the return or issue a refund on your behalf.

Step 3: Complete the Return

Once you accept the return, Lazada sends the buyer instructions for shipping the item back. You can track these returns under Return in Progress.

What you’ll see:

• An auto-generated tracking number for each return.

• The status will change to Return shipped once the buyer drops off the parcel or the courier picks it up.

As soon as the returned item reaches you, check its condition promptly and complete the process within 2 business days.

You can then:

Process Refund

Approve the refund once the returned product meets the expected condition.

Reject Request

Only applicable if the returned item does not match what the buyer initially claimed (e.g., different item, signs of misuse, empty box).

Step 4: Track All Return Activity

To keep track of your return pipeline:

1. Go to Orders > Return Orders.

2. Select Returns Initiated to view new requests or Returns In Progress for ongoing ones.

3. Use the Logistics Status button or filter to check the courier updates on each return.

This helps you stay organised, especially during high-volume periods.

Step 5: Handling Change of Mind (COM) Returns

Lazada no longer allows sellers to reject Change of Mind return requests.

• You cannot reject COM returns.

• If you strongly believe the request is invalid (e.g., suspicious misuse), you may Forward to Agent for further review.

Strengthening Your Backend to Handle DRTM

Lazada’s DRTM policy gives sellers more control over their return process, but it also means you need to stay responsive, organised, and consistent with every request. For many sellers, this is where operational efficiency matters most. Tools that centralise order syncing, automate routine tasks, and reduce manual errors can make the entire return process smoother, especially when dealing with multiple platforms.

BigSeller was built with that day-to-day reality in mind. It brings together product management, order processing, inventory control, warehouse tools, marketing automation, analytics, and after-sales tracking into one simple and free system. Instead of jumping between Lazada, Shopee, TikTok Shop, and your warehouse tools, everything updates in real time, including the parts that affect your return handling.

Whether you’re processing a DRTM request, checking inventory accuracy, or preparing shipments, having your backend organised helps you respond faster and make fewer mistakes.

Try BigSeller for free today and experience a more streamlined way to manage your multi-channel e-commerce operations.