Returns are a normal part of e-commerce, but when buyer and seller cannot agree on how to resolve a return request, Lazada allows buyers to file a dispute and get the platform to step in.

As a Lazada seller in Malaysia, understanding how disputes work, what outcomes to expect, and how to protect yourself can help you avoid unnecessary losses and keep your seller ratings strong.

This guide breaks down the entire Lazada dispute process, what evidence matters the most, and practical tips to prevent disputes.

When Can a Buyer Dispute?

A buyer can escalate a return and ask Lazada to intervene when:

1. The return request is rejected by the seller

For example:

• You rejected the return because the buyer’s reason seemed invalid.

• You believe the item was shipped correctly.

• You suspect the buyer is returning a used or altered item.

2. The refund is rejected after the buyer has already shipped back the item

Example situations:

• The seller claims the item was used.

• The seller says the returned item is missing accessories.

• The seller thinks the buyer damaged the item.

When a dispute is raised, Lazada assigns a Dispute Agent to investigate the case and decide on a fair outcome within 5 business days.

How Lazada Makes a Decision

The dispute team reviews:

• Order history

• Evidence submitted by buyer and seller

• Chat communication between both parties

• Circumstances of the case

• Buyer’s past history

• Seller’s profile & track record

The decision aims to be balanced and evidence-based.

Possible Dispute Outcomes

Lazada disputes can end in three ways:

1. Buyer to Return the Item

This is the most common outcome. The dispute team will usually allow a return if the buyer can prove one of the following:

• The item doesn’t fit

• Wrong item received

• Item doesn’t match description or listing photos

• Missing accessories/freebies

• Item is faulty or doesn’t work properly

• Counterfeit (if seller cannot provide COA when listing claims authenticity)

• Item arrives damaged

Important: When will Lazada NOT allow “refund without return”?

Dispute team avoids refunding the buyer without return unless:

• The item is heavily damaged, and

• Returning it is no longer feasible

How Damage is Judged

Damage cases fall under two categories:

A. Item was packed correctly but arrived damaged

• The seller followed Lazada’s packing guidelines.

• Courier is responsible.

• The buyer will return the item, and a refund is issued under courier liability.

B. Item was NOT packed correctly and arrived damaged

• Poor packing practice by the seller is proven.

• Seller is liable for refund.

• The buyer must return the damaged item in the same condition received.

• Even if the item gets further damaged during return shipping, a refund is still issued to the buyer.

2. Buyer to Receive Refund (After Seller Receives the Returned Item)

Once the returned item is delivered to the seller, refund must be issued if the item matches the return condition.

However, the seller can deny the refund when:

• Item is damaged during return shipping due to poor packing by the buyer

• Item is used, altered, incomplete, or original packaging is significantly damaged (based on the return condition rules below)

What If the Item Is Damaged During Return Shipping?

If damage happens after the buyer ships the item back and the buyer DID pack it correctly, the seller can file a damage claim.

You must submit the claim within 7 days from the item’s delivered date.

How to File the Claim via ADA

1. Go to ADA

2. Under Inquiry, select Seller Claims

3. Under Claim Type, choose Damaged Items

4. Under Claim Reason, select Item Received from 3PL

5. Choose Single Order or Multiple Orders

6. Submit the form

3. Dispute Closed with No Return/Refund

A dispute may be closed in seller’s favour when:

• Buyer cannot provide sufficient proof

• Buyer does not submit evidence within the given timeline

• The claim appears inconsistent or invalid

Quality of proof matters: Low-quality or irrelevant photos/videos are usually considered insufficient.

How to Strengthen Your Proof as a Seller

To protect yourself during disputes:

1. Always take packing photos/videos

Include:

• Internal view (item condition before packing)

• External view (sealed package)

2. Consider CCTV for packing stations

For high-volume operations, CCTV is extremely helpful to prove:

• Item condition before shipment

• Proper packing procedure

3. Respond quickly

You must submit additional proof within 3 business days. If your proof is unclear, Lazada may request resubmission, but only if still within the timeline. Track all cases under Return Orders > Dispute in Progress.

What If You Disagree with the Dispute Outcome?

Lazada’s dispute decision is final, unless you have new evidence that was not included in the original investigation.

How to Appeal

Reach out via ADA:

Seller Claims → Returns → Disagree with Lazada DRTM Dispute Judgement

Only appeals with genuinely new information will be reviewed.

Tips to Avoid Disputes Altogether

Disputes cost time, money, and stress. Here’s how to reduce them:

1. Communicate constructively with buyers

Be solution-focused:

• “Let’s see how we can resolve this.”

• “Can you show me the issue so I can help?”

Positive tone = smoother resolutions.

2. Assume good intentions

Many disputes start from misunderstandings, not malice.

3. Resolve issues before escalation

If you solve it directly, the buyer won’t escalate to Lazada and you keep control over the outcome.

Keeping Return & Dispute Workflows Under Control

Lazada’s return and dispute process is very structured, but in day-to-day operations, the real challenge for sellers is keeping track of what’s happening: which item is awaiting action, which case is under review, which return has reached the warehouse, and which proof still needs to be submitted before the SLA ends. Missing just one step can affect the final judgement.

BigSeller helps centralise all these moving parts. Every after-sales request from Lazada is displayed clearly, split by item when needed, and marked with countdown timers so you can respond on time. Returned parcels are also monitored through the Stock-In module, allowing your team to process inventory the moment it arrives, no guesswork and no delays.

With tighter visibility over each step, sellers are less likely to overlook important details, especially in disputes where proof quality and response timing influence the outcome.

If you want more control and fewer operational mistakes when handling after-sales, try BigSeller for free and manage your Lazada returns more confidently.