This guide breaks down everything you need to know, from claim timelines to required documents, packaging rules, refund checks, and special scenarios for different fulfilment methods, so you can secure your reimbursements without unnecessary delays.

Understanding Lazada’s Two Main Claim Types

Lazada recognises Lost Parcels and Damaged Parcels as claimable issues. While both allow sellers to recover the full value of the item, each has its own submission timeline.

Lost Parcels

A parcel is considered “lost” when there are no tracking updates for 25 calendar days after the last scan by the shipping provider. Only after this period has passed can a seller officially raise a claim. Lazada reimburses up to the full parcel value, which is the same payout you would have received if the order had been successfully delivered.

Damaged Parcels

If a parcel reaches the buyer but the item inside arrives broken, dented, leaked, or otherwise defective due to transportation, Lazada allows a 7-day claim window from the date of delivery. As with lost parcels, compensation is based on the expected seller payout amount.

In both cases, Lazada uses the seller’s rate card, especially whether the seller is tagged under LEX or Non-LEX to determine claim limits. The courier that physically delivers the parcel (e.g., GDEX, Ninja Van) does not determine your claimable amount.

How Lazada Automatically Detects Lost or Damaged Parcels

One advantage for sellers is that Lazada’s system can automatically flag parcels as “Lost by 3PL” or “Damaged.” When this happens, you do not need to submit a claim manually through ADA. Lazada will start the internal reimbursement process on your behalf.

Manual claim submission is only required when:

• The system does not tag the parcel correctly, or

• You identify the issue first before Lazada’s automated detection.

This is why regular account checks are important.

What Sellers Must Prepare Before Submitting a Claim

Successful claims depend heavily on supporting documents. Missing or incorrect evidence is one of the most common reasons claims are rejected.

For Lost Parcel Claims

Sellers must provide:

• Clear proof of 3PL handover, which can be:

  • A screenshot showing the parcel status as Shipped or Transit to Ship (TTS),

  • OR a signed manifest (must be signed by courier, not seller),

  • OR a Proof of Handover confirmation email.

• Proof that the buyer did not receive the item, usually a chat screenshot.

If handover proof does not exist because the AWB was never scanned, Lazada will automatically reject the claim. Seller-generated manifests or self-declared handover notes are not accepted.

For Damaged Parcel Claims

Sellers must submit:

• Photos or videos of the outer packaging (box or flyer),

• Evidence of the inner packaging (e.g., bubble wrap, padding),

• Close-up visuals of the damaged area on the item.

Lazada uses these images to determine whether the damage was caused by courier mishandling or improper seller packaging.

How Long Lazada Takes to Process Claims

Once your claim is submitted with the proper documents, Lazada usually requires 5–10 working days to finalise approval or rejection. Approved claims are then paid out in the following weekly payout cycle.

To keep your finances organised, it’s a good habit to conduct a bi-weekly account statement review, which helps identify missing refunds early. Sellers can confirm issued refunds under the Return Orders → Refund Issued section.

Handling Buyer Returns for Damaged Parcels

When a buyer receives a damaged item, the claims process involves two layers: the customer-facing return flow, and the seller-facing compensation flow.

Buyers must first submit a return request, after which sellers have three actions to choose from within 3 days:

1. Refund Only – Buyer keeps the item; seller refunds payment.

2. Return & Refund – Buyer returns the item; seller issues refund upon receiving it.

3. Reject Return – Seller denies the request; buyer may escalate via dispute.

regardless of which option is selected, sellers are still allowed to submit a damaged parcel claim to Lazada as long as all proof is provided.

And no, the buyer does not need to send the damaged product back for Lazada to approve your claim. Photos or videos from either party are sufficient.

The Importance of Proper Packaging for Claim Approval

While Lazada offers claims coverage, prevention is always better than compensation. Courier partners frequently report breakage due to poor packaging, and Lazada may reject claims if the damage appears avoidable.

Sellers should follow Lazada’s recommended packaging practices, including:

• Using bubble wrap for fragile items,

• Filling empty spaces with styrofoam or cushioning,

• Sealing liquid products tightly to prevent leakage,

• Using shrink wrap for bundles and multi-piece parcels,

• Attaching “FRAGILE” labels where suitable.

If damage occurs because the item was loosely packed or inadequately protected, Lazada may consider it a seller-side issue and reject the claim.


 

Limitations: Which Orders Are Not Eligible for Claims

Not all sellers or categories fall under Lazada’s claims protection:

1. Delivery by Seller (DBS) Orders

DBS sellers use their own couriers, so Lazada does not cover any loss or damage. The responsibility lies entirely with the seller.

2. Perishable Items Not Delivered Under DBS

Foods and groceries that can decay over time must be shipped via DBS. If not, these items are not eligible for compensation.

3. Regions Not Covered by LEX

Sellers outside LEX coverage will be placed under Non-LEX until Lazada gradually expands its network. Claims follow the Non-LEX rules.

4. Orders Already Marked as Delivered

If a parcel is marked “delivered,” the seller typically bears shipping and commission charges unless Lazada determines otherwise based on evidence.

Why Proper Handover Matters More Than Anything Else

The single most important requirement for any lost parcel claim is proof of handover. Sellers should always ensure their parcels are scanned during pickup or drop-off. Without this, Lazada cannot verify that the parcel entered the logistics chain, and the claim will be declined regardless of circumstances.

This is especially critical for high-value items and fragile products, where losses can significantly impact your store’s profitability.

Protect Your Store and Strengthen Your Daily Operations

Lost or damaged parcels are unavoidable, but they don’t have to become major setbacks. When you understand Lazada’s claim timelines, prepare the right supporting documents, and ensure every parcel is properly handed over to the 3PL, you can recover your losses smoothly and keep your store performance stable.

A well-structured backend workflow also plays a big role in reducing parcel issues. Clear order tracking, accurate label printing, proper inventory handling, and organised packing all help prevent mistakes before they happen.

BigSeller is a free, easy-to-use e-commerce ERP built for Southeast Asian sellers, offering centralised product listing, bulk order processing, inventory control, warehouse tools, financial reporting, automation, and overselling prevention. Features like batch printing, barcode scanning, real-time syncing, and after-sales management make it easier to maintain accuracy and keep your fulfilment flow clean especially when handling high-volume days.

If you want to minimise errors, stay organised, and maintain smooth fulfilment across all platforms,  try BigSeller for free today and experience a more efficient way to run your store.