Direct Return To Merchant

(DRTM)

September 2018
Content
What is DRTM?

Site Navigation

Cases

Profile & Directory

FAQ
Direct Return To Merchant (DRTM)
A feature for you to

Process returns from

Make a decision on refunds
your customer

Communicate with Sellers to Negotiate on refund amount

understand return reasons based on item conditions
 Current DRTM
No empowerment on
Ownership Manage your own returns
return process

No communication Communicate with Customers

channels with Customers Communication
on channels provided by Lazada

Process flow is too long Lead Time Shorter Returns & Refund Lead-Time
Expected improvements in customers’ satisfaction

Checks made by YOU

Checks by Lazada Quality Checks Possible reduction of return rates
(Option of shipping alternate products/partial returns)
Site Navigation
5
Navigate to “Returns Overview” Page

1
Orders -> Manage
Return Orders

2
Click on “Order ID” for
Original Order Details 4
page
Click on “Return
3 Order ID” for
“Return Order
You can select multiple Detail” page
items to choose Refund
Only/Return & Refund.

6
Navigate to “Return Order Detail” Page
All return items will be listed with an Item Status (Action to be taken will be indicated)

Click “Return Item

Requested” to show
Status History

6
Click “View
Communication
History” to show all
events from customer
initiating return till it’s
refunded/rejected,
timeline & action
taken by user

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 Cases
Return Initiated | Return in Progress | Dispute Initiated

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Return Initiated

For any “Return initiated” item Choose 1 of the 3 actions

1. Refund only: Instant refund, No return required
2. Return & refund: Customer to return the item, perform Quality Check (QC) followed by accept/reject refund
3. Reject: Turn down request

* Sellers have to respond to all requested returns within the SLA

Return Initiated
1. “Refund only”

3. “Reject” Seller to select one item at a time as rejection reason

is required. (Input comments & proof (images) per item)

2. “Return & Refund”

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Return in Progress
Returned items will have the following status:
1. Return requested: No action
2. Return shipped: Confirm delivery receipt. If seller receives the returned item before
logistics partner updates the status on Lazada system, seller can confirm the receipt of the
items, & take a decision – Refund or Reject.
3. Return delivered: Refund or Reject, within the SLA
Dispute in Progress
Return items will appear here when:
1. Customers raised it to dispute team after refund is rejected by seller
2. Triggered by system automatically when seller’s SLA has elapsed

• Dispute team can ask for

evidence from Buyer/Seller.
Sellers to respond before
‘Provide evidence SLA”.

• If SLA has elapsed, return item

will be automatically moved to
the refund status.
Profile & Directory

13
Seller Profile Setting – Return Address

Seller Profile – New section to input return

address
By default, return address will be Warehouse
Address with an option for seller to change it to a
different address, if required.
Direct Return to Merchant Directory
Description Seller Center Tab SLA?

When customer initiated the return order Return initiated Yes

When seller asked customer to ship back the return items Return in progress

When customer waiting for 3PL to pickup Return in progress

When customer selected drop-off as option Return in progress

When 3PL picked up return item & shipped to seller Return in progress

When return item is delivered to seller Return in progress Yes

When seller approved refund & its refunded Refunded

When seller approved refund & its pending refund Refunded

When seller rejects the refund Refund Rejected

When SLA is expired either due to inactivity by seller / customer Return Closed

When return request is in dispute state Dispute in progress

When dispute team asked for evidence – either from buyer / seller Dispute in progress Yes

When return shipped item is failed delivered / lost Return closed

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FAQ
16
Frequently Asked Questions
Questions
How is refund amount determined?
Will it cover Item price, forward &
reverse shipping fee?
Will there be an option for partial
refund?
How will seller ship back refund
rejected packages?
What will happen if return
packages are lost by 3PL or status
stuck in shipped?
What will happen to failed delivery
packages?
Answers
Refund amount by default will be the item paid price (excl. marketing vouchers but
including store credits) + shipping fee paid by customer. However, this amount is
subjected to change based on negotiation between seller & buyer.
Reverse shipping fee will be borne by Lazada.
Seller & buyer can negotiate and refund amount can be partial/full. Customer to enter
amount to be refunded and if Seller is not agreeable, it can be rejected with reasons.
Seller will have to arrange & send out the rejected items first. Amount can then be claimed
from Lazada.
Seller has an option to Confirm receipt & proceed with the QC for return packages that
have been delivered but status not pushed to delivered. For lost packages, Lazada will set
the status to lost package & return order will be cancelled automatically. Customer will be
refunded.
All failed delivery packages will be sent back to customer & customer can file a dispute, if
it’s within return policy. If dispute team find it’s a legitimate claim from customer, they can
allow refunds at their discretionary (Since failed delivery is due to 3PL or Sellers’ fault)
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Frequently Asked Questions

Scenario(s) for Reverse Shipping Fees Cost to be borne by

Change of Mind / Return of item from customer to seller for QC / Lazada
Failed delivery to customer

Return of item from customer to seller if defective / Item not as Seller

advertised / Damaged / Counterfeit / Missing accessories /
Wrong Size

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Thank you