For sellers on Lazada Malaysia, returns are an inevitable part of online selling. However, not all returns are treated equally. When a return occurs due to seller-related issues such as sending the wrong item or selling counterfeit products, sellers are responsible for the return shipping fees. This policy ensures buyers have a fair shopping experience while encouraging sellers to maintain high standards in product quality and service.

What Counts as Seller-Fault Returns

A return is classified as seller fault when the item received by the buyer does not match the product description or listing promises. This includes cases such as:

• Receiving the wrong item, including incorrect size, colour, or model

• Missing accessories or gifts that were advertised as part of the item

• Items that are damaged upon opening

• Defective or non-functional products

• Items that do not match the description or images in the listing

• Expired items, especially in categories like food or health products

• Counterfeit or non-genuine items

In these situations, sellers are responsible for the cost of shipping the item back from the buyer. However, return shipping fees do not apply if the return is caused by failed delivery, logistics errors, buyer “change of mind,” or if the seller issues a refund without requesting the item back.

How Return Shipping Fees Are Calculated

Lazada calculates return shipping fees in a manner similar to the original shipping cost. Factors considered include:

• The buyer’s location

• The shipping destination (usually the seller’s warehouse)

• The shipping service used

• Product weight as listed in Lazada Seller Center

These fees are recorded in the seller’s financial statement under “Customer Return Delivery Fee.”

It’s important to note that return shipping fees may differ from the original shipping cost. Differences can arise if the product weight in Seller Center is inaccurate or if the buyer returns fewer items than originally purchased.

While sellers are responsible for return shipping, they will still receive a refund for the commission fee. Participation fees for programs like Free Shipping Max, LazCoins, or other transaction-related fees are non-refundable.

Process and Timing

Return shipping fees are applied only after the return process is complete and funds have been settled. To manage your store finances effectively, sellers should monitor return notifications and check financial statements for any entries labeled “Customer Return Delivery Fee.” This helps anticipate costs and ensures proper accounting of return-related charges.

Disputes and Claims

If a seller believes a return was wrongly classified as seller fault, Lazada provides a way to dispute the charge. During the return and refund process, sellers can select “Forward to Agent” to request a review. If the dispute team determines the return was not the seller’s fault, the return shipping fee will be waived or not applied.

For completed returns where the seller disagrees with the assigned reason, a claim can be filed within 30 days of the return date. Sellers should choose “Shipping Fee” as the claim reason to have it reviewed appropriately.

Tips for Reducing Seller-Fault Returns on Lazada

Seller-fault returns are often caused by small operational mistakes that add up to higher costs. The good news is that most of these issues are preventable with better processes and tools.

1. Keep Product Listings Accurate

Many returns happen because the item received doesn’t match the listing. To reduce this risk:

• Double-check product descriptions, images, sizes, and variations

• Clearly state included accessories or free gifts

• Update listings promptly when product details change

Managing listings centrally helps reduce human error, especially for sellers handling many SKUs or selling across multiple platforms.

2. Improve Packing and Fulfilment Accuracy

Wrong items, missing accessories, or defective products often happen during packing. Sellers should:

• Inspect items before shipping

• Match products carefully with order details

• Use barcode scanning or batch checks during fulfilment

Stronger fulfilment controls are especially important during campaign periods.

3. Monitor Returns and Buyer Feedback

Repeated complaints usually signal deeper issues.

• Track return reasons and buyer reviews regularly

• Fix listing or quality issues early

• Respond quickly to return requests and disputes

This helps prevent returns from being wrongly classified as seller fault.

4. Use Tools to Reduce Manual Errors

Operational mistakes increase when everything is handled manually.

• Centralised product, order, and inventory management reduces inconsistencies

• After-sales tracking helps sellers stay on top of returns and disputes

BigSeller supports Lazada sellers with all-in-one tools for product listing, order processing, inventory control, barcode-based fulfilment, and after-sales management across multiple platforms. By improving accuracy and visibility, sellers can reduce seller-fault returns and unnecessary return shipping fees.

Try BigSeller for free today and manage your Lazada operations more efficiently, before seller-fault returns start costing you more than they should.

(The information in this article is based on Lazada Malaysia Help Center guidelines on Return Shipping Fees Charged to Seller for Seller-Fault Returns.)