Fulfillment Fraud
What is Fulfillment Fraud?
Fulfillment fraud refers to the situations where sellers deliberately create false shipments to cheat buyers. Lazada does not tolerate fraudulent seller behavior and sellers who are found to have participated in fraudulent behavior will be handled with the non-compliance actions laid out under the Non-Compliance Points.
What kind of actions are considered as Fulfillment Fraud?
1. Tracking Misrepresentation
During the specified delivery period, the seller's shipping order number is invalid or valid but not related to the order transaction, misleading the buyer or the Lazada platform.
Examples of Tracking Misrepresentation are as listed but are not limited to the following:
a. Invalid shipping tracking reference number
b. The buyer and seller have maliciously colluded, and in the absence of real order transactions, mislead the Lazada platform through misappropriation of false shipments
c. Valid shipping tracking reference number but given tracking number has no obvious relationship with the order transaction
d. The seller induces the buyer to confirm the receipt in advance when the goods are not received
e. Creating an order within the Lazada platform for of an offline customer, especially if the account is not related to the customer
2. Sending of empty parcels to buyers
Example:
• Buyer orders an iPhone 8 from seller. Upon delivery, the buyer received an empty box.
3. Sending of items that are different to what is listed on the Product Display Page (PDP) or items that are tampered by the seller
Examples:
• Shoes are listed in PDP, but buyer receives a pair of socks.
• Diamond rings are listed in PDP, but buyer receives stones.
• Mobile phones are listed in PDP, but accessories included in the box are missing or removed purposely
4. Sending of items that are of the same type as what is listed on PDP, however it is of a lower value (such as faulty, no brand, previous models of a product line, lesser units as advertised)
Examples:
• Xiaomi Haylou GT1 earbuds are listed in PDP, but buyer receives a similar looking product that is not produced by Xiaomi
• iPhone 11 Pro is listed, but buyer receives an iPhone 6
• A 4G mobile phone is listed, but buyer receives a phone that only supports 2G/3G internet connection
5. For Digital goods or products under digital fulfillment:
a. No specific good, service or consideration provided back to the buyer
Example:
• Buyer orders a digital goods product from the seller. Order is shown as delivered. However, seller did not send anything to the buyer
b. Expired Digital good or product that does not work
Example:
• Buyer purchases a promo code from the seller. Seller sent a code to the buyer, however the code is either expired or invalid, thus preventing buyer from using the service.
c. Tangible goods tagged as a digital product or fulfilled digitally
Example:
• Seller creates product listing of a physical object (e.g. headphones, phone case, water bottle) and advertises it as such, but delivers it as a digital product without advising the customer or noting it properly in the product listing.
What are the consequences for sellers who are found to have committed Fulfillment Fraud?
Sellers found to have committed Fulfillment Fraud may result in the issuance of non-compliance points. Please refer to the chart below for more information on the possible consequences:
Fulfillment Fraud – Seller Non-Compliance Points Chart |
Possible Consequences |
Tracking Misrepresentation |
Up to 2 points, per incident |
Sending of Empty Parcels |
Up to 48 points, depending on |
Sending of items that are different to what is listed on the Product Display Page (PDP) |
|
Sending of items that are of the same type as what is listed on PDP, however it is of a lower value (such as faulty, no brand, previous models of a product line, lesser units as advertised) |
|
No specific good, service or consideration provided back to the buyer |
|
(For Digital goods) |
What if I ship out wrong items unintentionally? Will I get punishment by this incident?
It is the obligation of a seller to ensure the integrity of the shipped item during the fulfillment of a buyer’s orders. We understand that human-error mistakes may occur. Nonetheless, Lazada reserves the right to decide whether the seller’s behavior of shipping out the wrong item is unintentional or deliberate, and based on the severity of the incident, decide if seller should or should not be issued with non-compliance points.
Should you have more questions regarding unintentional incidents of fulfillment fraud, you may refer to our Missing or Wrong Items policy here.
How do I appeal?
If you receive a notification for violating our policy and you would like to file appeal request, you may do so in Growth Center.
