IM Use Case

End User Situation Scenario Seller Handling Script

If not yet in ready to ship status, inform customer when will the
seller have it picked up; If breaching in ready to ship, inform
Buyer WIMO Within promise date Buyer wants to know status of the order
customer if there is a stock issue; if it's regarding pick up, seller to
inform customer that they will follow up with LZD/LEX.
Seller to check if order already received in ASC. Advise customer
Buyer WIMO Within promise date Buyer wants to confirm order
when they can possible prepare the order for pick up.
Seller to inform customer that they should contact CS directly as
they are not allowed to cancel orders; If customer insists, seller to
Buyer WIMO Beyond promise date Buyer willing to cancel
report request to PSC and provide screenshot of the conversation
with the buyer.
Not RTS - We are still preparing the item and it will be ready for
pickup by {{date}}. You'll receive an email notification when the
item is already with the courier.
Breached RTS - Sorry, we are experiencing difficulties in sourcing the
item.
Picked Up - Your order was already picked up by LEX. Let me follow
up with them regarding the status of your order. 
Hi! Thank you for purchasing our product. Upon checking, we have
received your order and are currently preparing it for pickup. You'll
receive an email notification when the item is already with the
courier.
We're sorry for the delay. We're doing our best to source and pack
the item at the soonest time possible. If you wish to cancel your
order, you may do so by contacting Lazada's Customer Care.

Inform customer if there is a stock issue. Seller should initiate

We're really sorry for the delay. We're doing our best to source and
Buyer WIMO Beyond promise date Buyer willing to wait cancellation and should not tell the customer to contact CS for
pack the item at the soonest time possible.
cancellation request.

LEX - You can track your order by entering your order number and
email address at www.lazada.com.ph/orderstatus.

LBC - You can track your order by entering your tracking number at
www.lbcexpress.com.

2GO - You can track your order by entering your tracking number at
Seller to advise customer current order status. In case order is
http://bit.ly/2yFHmUx.
already in shipped status, tell the customer to use the tracker on site
Buyer WIMO How to track order Buyer wants to know how to track the order
or 3PL track and trace. Seller should tell the customer to make a
Ximex/XDE - You can track your order by entering your tracking
follow up to CS if it's already in shipped status.
number at www.xde.com.ph.

Ninja Van - You can track your order by entering your tracking
number at www.ninjavan.co/en-ph.

Cargo King - You can track your order by entering your tracking
number under 'Door to Door Cargo' at www.cargoking.com.ph.

Seller to advise customer that they can track their orders on site or
Buyer's item was tagged as delivered but no item Hi! Please contact Lazada's Customer Care right away so they can
Buyer Shipping and delivery problem via 3PL track and trace, but if issue is not resolved, inform customer
was received initiate an investigation on your concern.
to report the issue to CS.
Hi! For your security, we do not have access to change any details in
Seller to advise customer to reorder instead, because they are not your order. Please contact Lazada's Customer Care to have your
Buyer Buyer initiated cancellation Buyer wants to change their order (size/color)
allowed to change what was originally ordered. original order cancelled, then place another order with the items of
your choice.

Hi! For your security, we do not have access to modify your order.
Seller to advise customer to reorder instead, because they are not
Buyer Buyer initiated cancellation Buyer wants to add more item in their order Please contact Lazada's Customer Care to have your original order
allowed to change what was originally ordered.
cancelled, then place another order with the items of your choice.

Hi! We're sorry to inform you that we cannot cancel orders upon
Buyer Buyer initiated cancellation Buyer changes his/her mind Seller to advise customer to contact CS for this kind of request. request. You'll need to contact Lazada's Customer Care to have your
order cancelled.
Hi! For your security, we do not have access to change any details in
Buyer Change delivery details Buyer wants to change delivery address Seller to advise customer to contact CS for this kind of request. your order. If you wish to change your order details, please contact
Lazada's Customer Care directly.
Hi! For your security, we do not have access to change any details in
Buyer Change delivery details Buyer wants to change the phone number Seller to advise customer to contact CS for this kind of request. your order. If you wish to change your order details, please contact
Lazada's Customer Care directly.

Hi! For your security, we do not have access to change any details in
Buyer Change delivery details Buyer wants to change the email address Seller to advise customer to contact CS for this kind of request. your order. If you wish to change your order details, please contact
Lazada's Customer Care directly.

SOFP Seller: Hi! Let me know when's the best time to deliver your
SOFP Seller: Arrange delivery schedule with the customer           order.
Buyer Change delivery details Buyer wants to change the delivery schedule
Regular seller: Inform customer to contact CS for delivery schedule.  Regular seller: Sorry, the delivery schedule of your order is arranged
by the courier assigned to your order. 

Hi! Lazada Philippines can deliver to all serviceable areas. For areas
outside the delivery zone of their logistics partners, Lazada charges
Seller to provide ODZ list to the customer. For further assistance,
Buyer Coverage area Buyer wants to know if we can deliver in their area a fixed shipping rate of Php 700 regardless of total order amount.
customer should contact CS.
Here's the complete list of areas with special shipping
rates: http://bit.ly/2ICny9w.
Hi! The areas outside the delivery zone are determined by Lazada's
logistics partners. For these areas, Lazada charges a fixed shipping
Buyer wants to know why their area out of the Seller to provide ODZ list to the customer. For further assistance, rate of Php 700 regardless of total order amount. Here's the
Buyer Coverage area
delivery zone customer should contact CS. complete list of areas with special shipping rates:
http://bit.ly/2ICny9w.

Hi! Thank you for bringing this to our attention. Can you send us a
video showing the defect of the item?
Seller should assist customer regarding their claim and if confirmed
Buyer Problems with item received Buyer received a defective item IF confirmed defective - We're sorry for the inconvenience. Please
defective, educate customer on how to return the item.
return the item immediately to Lazada. Once the return process is
complete, you can get a refund/replacement for the item. For further
assistance, please contact their Customer Care.

Hi! Thank you for bringing this to our attention. Can you send us an
image showing the expiry date of the item for us to validate?
Seller should assist customer regarding their claim and if confirmed
Buyer Problems with item received Buyer received an expired product We're sorry for the inconvenience. Please return the item
expired, educate customer on how to return the item.
immediately to Lazada. Once the return process is complete, you can
get a refund/replacement for the item. For further assistance, please
contact their Customer Care.
Hi! Thank you for bringing this to our attention. Can you send us an
image of the item you received for us to validate?
Buyer is complaining about the item having signs Seller should assist customer regarding their claim and if confirmed
Buyer Problems with item received
of usage not brand new, educate customer on how to return the item. Please return the item immediately to Lazada. Once the return
process is complete, you can get a refund/replacement for the item.
Hi!
For Sorry,
furtherwe do not have
assistance, access to
please this
contact typeCustomer
their of information.
Care. Please
Buyer Returns Related Buyer would like to know the return status Direct Buyer to Customer Service contact Lazada's Customer Care to follow up on the status of your
return.

Hi! For this type of concerns, it is best that you contact Lazada's
Buyer Returns Related Buyer would like to know the return policy Direct Buyer to Customer Service
Customer Care as they are more informed with Lazada's policies.

Hi! Sorry, we do not have access to this type of information. Please

Buyer Refunds Related Buyer would like to know the refund status Direct Buyer to Customer Service contact Lazada's Customer Care to follow up on the status of your
refund.

Hi! For this type of concerns, it is best that you contact Lazada's
Buyer Refunds Related Buyer would like to know the refund policy Direct Buyer to Customer Service
Customer Care as they are more informed with Lazada's policies.

Hi! Thank you for your interest on our products! {{Provide item
Provide item description and to ensure necessary details are
Buyer Product Description Buyer asks about the product description description}}. You can also find this information in the item's
provided
product page under 'Product details' and 'Specifications'.

Pre-purchase: Hi! Thank you for your interest on our products!

{{How to Use Item}}.

If with manual: Don't worry! This item comes with an instruction

manual so you'll know how to use it when you receive it.
Buyer Product Description Buyer asks on how to use the item Discuss details on how to use item and provide walk-thru if needed
Post-purchase: Hi! I'm glad to hear that you received your item
already! I can help you with the basics but I highly recommend that
you refer to the manual that came with your item to learn more
about its specific features. {{Provide details on how to use}}

Hi! I can walk you through the installation process but I also highly
Discuss details on how to install item, provide walk-thru, manual and
suggest that you refer to the manual that came with your item to
Buyer Product Description Buyer asks on how to install the item materials Buyer can use in line to prduct installation, direct to 3rd
learn more about its specific features. {{Provide installation
Party installers if necessary
instructions}}

Pre-purchase: Hi! Thank you for your interest on our products! This
item comes with an instruction manual that you can use as guide to
assemble it.
Provide details on how to assemble item, provide manual,
Buyer Product Description Buyer asks on how to assemble the item
instructions if necessary Post-purchase: Hi! I'm glad to hear that you received your item
already! As much as I want to help, it would be best if you refer to
the instruction manual for guide on how to assemble the {{item
name}}. 

Provide details as necessary but need to discuss up to what extent No addtional info should be provided except service centers / tech
Buyer Product Description Buyer wants to know more about the seller
Seller can provide directly to the Buyer support number

Provide details as necessary but need to discuss up to what extent No addtional info should be provided except service centers / tech
Buyer Product Description Buyer wants to know the address of the seller
Seller can provide directly to the Buyer support number

Seller ensures Communication is established thru Chat, Seller should Hi! For security purposes, we keep our conversations with our buyers
Buyer Product Description Buyer wants to know Contact Details of seller avoid directly talking/speaking to customer via other channels. We only within the Seller Center app. This is to ensure that all chats can
should stick to chat so we can validate and monitor be monitored by Lazada and validated if needed.

Hi! Thank you for your interest on our products! Our items come
from {{describe supplier}}. We can assure you that the {{item
Seller to provide Details to Buyer that can ensure authenticity, name}} that we're selling is 100% authentic.
Buyer Product Description Buyer asks for the autheticity of the item
Provide documentation if necessary and as needed
Here are some documents that can support the authenticity of this
item. {{Provide documents}}
Seller to provide "What's in a Box" and provide necessary details to Hi! When you purchase the {{item name}}, you'll get: {{Items
Buyer Product Description Buyer asks what is included in the package
Buyer included in the package}}. 

If available: The item is still available as of the moment. If you are

Seller to check Seller Center for item availability. Provide details to interested in buying it, please make sure to check out the item and
Buyer Availability and Price Buyer wants know the availability of the item
Buyer as necessary confirm your order. Placing the item in your Cart does not guarantee
that the item is reserved for you.

Hi! Thank you for your interest on our products. The item's price is
Buyer Availability and Price Buyer is asking about the product price Direct Buyer to Customer Service
Php {{Price}}.

Hi! Thank you for your interest on our products. Our price may differ
Buyer is asking why the price is different from
Buyer Availability and Price Direct Buyer to Customer Service from other sellers as we have different suppliers and business
other seller
expenses.

Prepurchase: Hi! Thank you for your interest on our products. The
warranty for {{item name}} is {{warranty details}}. You can bring
your item for servicing in the following service centers: {{Provide
Seller to provide warranty details and service center locations, docs service centers}}
Buyer Warranty & Policy/Service Center Buyer wants to check on the warranty claim
to bring and warranty coverage to Buyer
Postpurchase: Hi! The item you purchased is covered by a
{{warranty details}}. You can bring your item for servicing in the
following service centers: {{Provide service centers}}

Seller to provide Warranty Policies as indicated on Product Page. Hi! Thank you for your interest on our products. The item's price is
Buyer Warranty & Policy/Service Center Buyer wants to know the warranty policy
Provide more details to Buyer with regard to Warranty Coverage Php {{Price}}.

Buyer wants to know the accredited service Hi! You may bring your item to the following accredited service
Buyer Warranty & Policy/Service Center Seller to provide list of Affiliated/Accredited Service Centers to Buyer
centers for the purchased item centers: {{service centers list}}.

Hi! We're sorry to hear this. We will validate your order to check on
Buyer is complaning on receiving an incomplete Direct Buyer to Customer Service, Seller to validate and check Buyer
Buyer Missing accessory your concern. In the meantime, please contact Lazada's Customer
accessory claim and Order / Purchase
Care for assistance.

Hi! We're sorry to hear this. We will validate your order to check on
Direct Buyer to Customer Service, Seller to validate and check Buyer
Buyer Missing freebie Buyer received the item but the freebie is missing your concern. In the meantime, please contact Lazada's Customer
claim and Order / Purchase
Care for assistance.

Hi! Please send us an image of the item you received so we can

validate it.
Direct Buyer to Customer Service, Seller to validate and check Buyer
Buyer Incorrect item Buyer received an incorrect item Please return the item to Lazada. Once the return process is
claim and Order / Purchase
complete, you will then receive a refund/replacement for your item.
If you need further assistance, you may contact Lazada's Customer
Care.

Hi! Please send us an image of the item you received so we can

validate it.
Direct Buyer to Customer Service, Seller to validate and check Buyer
Buyer Incorrect item Buyer received item but different color Kindly return the item to Lazada. We can send the right color once
claim and Order / Purchase
the return process is complete. For more info on how to return an
item, you may check Lazada's Help Center at
www.lazada.com.ph/helpcenter.

Hi! Please send us an image of the item you received so we can

validate it.
Direct Buyer to Customer Service, Seller to validate and check Buyer
Buyer Incorrect item Buyer received the item but incorrect size Kindly return the item to Lazada. We can send the right size once the
claim and Order / Purchase
return process is complete. For more info on how to return an item,
you may check Lazada's Help Center at
www.lazada.com.ph/helpcenter.

Hi! We're sorry that the item you received did not meet your
expectations. You may choose to return the item to Lazada for either
Direct Buyer to Customer Service, Seller to validate and check Buyer
Buyer Incorrect item Buyer received the item but not as advertised a refund or replacement. For assistance, please contact Lazada's
claim and Order / Purchase
Customer Care or check their help center:
www.lazada.com.ph/helpcenter.
Hi! We're sorry that the item you received did not meet your
expectations. You may choose to return the item to Lazada for either
Buyer received the item but claiming that it is of
Buyer Incorrect item Direct Buyer to Customer Service a refund or replacement. For assistance, please contact Lazada's
poor quality
Customer Care or check their help center:
www.lazada.com.ph/helpcenter.
Hi! We're sorry that the item you received did not meet your
expectations. You may choose to return the item to Lazada for either
Buyer received the item but complaining the
Buyer Incorrect item Direct Buyer to Customer Service a refund or replacement. For assistance, please contact Lazada's
weight is different
Customer Care or check their help center:
www.lazada.com.ph/helpcenter.

Hi! Please send us an image of the damaged packaging. You may

Buyer complaining on receiving a damage choose to return the item to Lazada for either a refund or
Buyer Damaged Direct Buyer to Customer Service
packaging replacement. For assistance, please contact Lazada's Customer Care
or check their help center: www.lazada.com.ph/helpcenter.

Buyer asking for copy of Sales Invoice / Official For DS - to provide the SI via IM Hi! Thank you for purchasing our product. Here's the electronic copy
Buyer Other Order Related Query
receipt For FBL - to provide the SI via IM of your Sales Invoice.

Lazada has implemented new shipping fee policies. For more

Questions regarding Shipping Buyer asking on the new features on the check out Direct Buyer to Customer Service Help Center by using this
Buyer information on Lazada's shipping fee, please refer to this link:
fee cart due to changes in shipping fee automated script
https://www.lazada.com.ph/helpcenter/what-are-the-shipping-fees-
and-rates.html?spm=a2o4l.helpcenter.0.0.88e7b0641GQngF