As a Lazada seller, issues like damaged, lost, or mischarged parcels can occasionally disrupt your operations. Fortunately, Lazada offers a structured claims process to help resolve such issues efficiently. This guide walks you through how to file a claim and highlights everything you need to know to increase your chances of getting your claim approved.

When Should You File a Claim?

You can file a claim if you encounter issues such as:

• You were charged the wrong shipping or payment fee

• A customer returns an item, but you received the wrong product or it’s damaged

• You rejected a return due to visible tampering or heavy damage

• The item is marked as delivered or lost, but it was never received

• You see discrepancies in commissions, credited amounts, or subsidies

• You disagree with Lazada’s return decision after quality checking

• You paid for return shipping, but the item was rejected by the buyer

Important: Every type of claim must be submitted within a specific number of days (e.g., 25 or 60 days from the delivery date). If you submit your claim too late, Lazada will automatically reject it, even if you’re right.
 

 

How to File a Claim via Lazada Seller Center

Step 1: Log in to Seller Centre
Open a browser on your desktop and go to https://sellercenter.lazada.com.my to log in to your seller account. It's easier to use on a computer.

Step 2: Go to Settings & Support
Once logged in, look for the “Settings and Support” option on your dashboard and click it.

Step 3: Open the Help Center
Scroll down the page and click on “Help Center” to view support articles and options.

Step 4: Click “Other Options” at the Bottom
At the bottom of the Help Center page, you’ll find extra support options like live chat, the ADA bot, and the claims section.
 

Step 5: Go to ADA > Seller Claims
Click on “ADA,” then choose “Seller Claims” from the dropdown list.
 

Step 6: Fill in the Claim Form

• Pick the type of claim and reason for filing

• Upload proof (like delivery slips, photos, screenshots of chats, etc.)

• Add your order details and explain clearly what happened
   

Step 7: Submit the Form
After filling out everything, click Submit. Lazada will send you updates by email, and you can check your claim status under “My Case Overview.”

What Evidence Should You Prepare

The specific type of evidence required depends on your claim type, but in general, here’s what you should prepare:

1. Lost Parcel Claims

If your item went missing and wasn't auto-flagged by Lazada, you need:

• Proof that you handed it to the courier (e.g., status screenshot or signed manifest).

• Proof the buyer didn’t receive it (e.g., buyer's message confirming non-receipt).

But if Lazada already marked it as "Lost by 3PL", you don’t need to submit manually as they’ll process it for you.

2. Damaged Item Claims

For items returned or rejected due to damage, prepare:

• Clear photos or videos of the outside and inside of the packaging.

• Close-up images of the damaged item itself.
• Photos must be sharp, bright, and show the damage clearly (using scale like a ruler helps).

If something is missing from a return (like accessories or parts):

• Show the parcel and what you received vs. what should’ve been inside.
• Include an invoice or order details for proof.

4. Incorrect Shipping Fee Claims

If Lazada charged the wrong shipping fee:

• Photo of the parcel with a measuring tape and on a weighing scale.
• Official product size/weight spec if available.

5. Return Disputes / Wrong Item Received

If you got the wrong item back or Lazada's decision was wrong:

• Pictures of what you received, shipping label, and packaging.
• Proof that it’s not your product (like wrong SKU or branding).

6. Payment-related Claims

For issues like wrong commissions or deductions:

• Screenshots of fee details from your Seller Center.

• Any documents showing payout discrepancies.

What If Your Claim Is Rejected

If Lazada rejects your claim, you'll receive an email titled:

"[Your claim request is declined]"

Here’s what you can do next:

• You can appeal the decision by replying to that email within 7 calendar days.

• In your reply, include strong, clear evidence to support your case (e.g. better photos, tracking, chat proof).

• If you don’t respond within 7 days, Lazada will close the case permanently and consider the decision final.

Always check your email regularly after submitting a claim, so you don't miss the appeal window.

File Smarter, Get Paid Faster

The claims process can feel tedious, but knowing what to prepare and how to file correctly makes it manageable. Always act quickly and keep documentation of all transactions to avoid disputes in the first place. Got a specific scenario you’d like help with? Feel free to contact Lazada Support directly!

To make your life easier, BigSeller offers powerful tools that help you prepare airtight claims, especially when selling across Shopee, Lazada, and TikTok Shop. Here’s how BigSeller can support you:

Capture Proof – Save Photos Before Shipping

Before sending out any order, take up to 3 images of the package using the BigSeller App. These photos are stored in your account and can be downloaded anytime when filing return or delivery-related claims.
 

Manifest Manage – Proof of Pickup

Print manifests with all your tracking numbers and get the courier to sign them. These signed manifests serve as official evidence that the package was handed over, useful for lost or damaged package disputes.
 

Shipping Fee Manage – No More Manual Checks

Automatically detect overcharged shipping fees and export reports for quick action. You can filter negative shipping fee orders, export reports, and mark them as processed for smoother tracking.
 

Sign up for a free BigSeller account today and take control of your store’s operations, claims, and logistics, all in one place!

Subscribe to our WhatsApp Channel for exclusive e-commerce tips, feature updates, and seller support.