IM Use Case

Owner image urlLazzie10K Published on August 20, 2020

The templates below can be used as a guide when responding to your customers' inquiries. You can also view and download the templates HERE.


ORDER STATUS INQUIRIES

Scenario

Script English
(You may use if buyer talks mostly in English)

Script Taglish
(You may use if buyer talks mostly in Filipino)

Buyer wants to know the status of the order (Pending)

Hi {CustomerName}! Thank you for reaching out. We have received your order and are currently preparing the item to be delivered. You will receive a notification through the Lazada app once your order is on the way. Please make sure to always keep your notifications on to receive real-time updates on where your order is. Thank you for ordering with us!

Hi {CustomerName}! Salamat sa iyong pag-chat sa amin. Natanggap namin ang iyong order at inihahanda namin ito ngayon para ipadala sa iyo. Makakatanggap ka ng notification sa iyong Lazada app kapag ang iyong order ay made-deliver na. Siguraduhing naka-on ang notifications ng iyong app para makatanggap ng real-time updates tungkol sa iyong package. Salamat sa pagtangkilik sa aming store!

Buyer wants to know the status of the order (For Pick-up)

Hi {CustomerName}! Thank you for reaching out. We’ve received your order and it is ready to be shipped to you. You will receive a notification through the Lazada app once your order is on the way. Please make sure to always keep your notifications on to receive real-time updates on where your order is. Thank you for ordering with us!

Hi {CustomerName}! Salamat sa iyong pag-chat sa amin. Natanggap namin ang iyong order at handa na ito para ma-deliver sa iyo. Makakatanggap ka ng notification sa iyong Lazada app kapag ang iyong order ay on the way na. Siguraduhing naka-on ang notifications ng iyong app para makatanggap ng real-time updates tungkol sa iyong package. Salamat sa pagtangkilik sa aming store!

Buyer wants to know status of the order (Already with courier)

Hello {CustomerName}! Thank you for reaching out to us. Your package is already with our courier. Keep your Lazada app notifications open to get updates on the status of your package.

Please also make sure to check the estimated arrival date of your package. If it is already beyond that, kindly contact Lazada's Customer Care at www.lazada.com.ph/contact. Thank you for your understanding!

Hi {CustomerName}! Salamat sa iyong pag-chat sa amin. Nasa courier na ang iyong package. Paki-on ang notifications ng inyong Lazada app para makakuha ng updates sa status ng inyong package.

Siguraduhin ding i-check ang estimated arrival date ng iyong package. Kung lumampas na, maaaring niyong i-contact ang Lazada Customer Care sa www.lazada.com.ph/contact. Salamat sa inyong pag-unawa!

Buyer wants to confirm order

Hi {CustomerName}! Thank you for your message. This is to confirm that we’ve received your order. We’re currently preparing it and will have it sent to you soon! Please make sure to turn on your notifications in the Lazada app to get real-time updates on the status of your order. Thank you very much for ordering with us!

Hi {CustomerName}! Salamat sa iyong pag-chat sa amin. Aming kinukumpirma na natanggap na namin ang iyong order at kasalukuyang inihahanda ito. Siguraduhing naka-on ang inyong notifications sa Lazada app para malaman kung ang inyong package on the way na. Salamat sa pag-order mula sa aming shop!

Buyer willing to cancel

Hi {CustomerName}! We are sorry for the delay in delivering your package. We're doing our best to source and pack the item as soon as possible. If you wish to cancel your order, you may do so by going to your order in the app and clicking cancel. We apologize for the inconvenience.

Hi {CustomerName}! Humihingi kami ng paumanhin dahil sa delay ng inyong order. Ginagawa namin ang aming makakaya upang maipadala ito sa iyo sa lalong madaling panahon. Kung nais niyo nang i-cancel ang inyong order, maaaring gawin ito sa Lazada app. Pumunta lamang sa inyong order at i-click ang cancel. Muli, paumanhin dahil sa pangyayaring ito.

Buyer willing to wait

Hi {CustomerName}! We're really sorry for the delay in delivering your order. We're doing our best to source and pack the item as soon as possible. Thank you very much for your patience.

Hi {CustomerName}! Humihingi kami ng paumanhin dahil sa delay ng iyong order. Ginagawa naming ang aming makakaya upang maipadala ang iyong order sa lalong madaling panahon. Salamat sa inyong pag-unawa.

Buyer wants to know how to track the order

Hi {CustomerName}! Thank you for reaching out.
You can easily track your order by using the Lazada app. Just go to Account > View All Orders and click on the order you wish to track. We hope this helps!

Hi {CustomerName}! Salamat sa iyong pag-chat sa amin. Maaari mong i-track ang iyong order gamit ang Lazada app. Go to Account > View All Orders at i-click ang order na iyong gustong makita. Sana ito ay nakatulong. Salamat!

Buyer's item was tagged as delivered but no item was received

Hi {CustomerName}! I'm so sorry to hear that. Please immediately contact Lazada's Customer Care so they can investigate on your concern: www.lazada.com.ph/contact. We apologize for the inconvenience.

Hi {CustomerName}! Humihingi kami ng paumanhin sa pangyayaring ito. Agad na i-contact ang Lazada’s Customer Care sa www.lazada.com.ph/contact upang maimbestigahan ang inyong sitwasyon. Salamat sa inyong pag-unawa.



PURCHASE AND SHIPPING INQUIRIES

Scenario

Script English
(You may use if buyer talks mostly in English)

Script Taglish
(You may use if buyer talks mostly in Filipino)

Buyer asking for copy of Sales Invoice / Official receipt

Hi {CustomerName}! Thank you for purchasing our product. Here is the electronic copy of your Sales Invoice/Official Receipt. We hope this helps! {{Send copy}}

Hi {CustomerName}! Salamat sa inyong pagbili ng aming produkto. Ito ang electronic copy ng iyong Sales Invoice/Official Receipt. Sana ito ay nakatulong! {{Send copy}}

Buyer asking about the shipping fee

Hello {CustomerName}! Thank you for reaching out to us. The shipping fee is calculated based on the dimensional weight of the package of your order and the distance of the seller from the buyer. We hope this helps.

Hello {CustomerName}! Salamat sa inyong pag-chat. Ang shipping fee ay nakabase sa dimensional weight ng inyong package at ng layo ng seller sa buyer. Sana ito ay nakatulong.

Buyer wants to know if we can deliver in their area

Hi {CustomerName}! Lazada Philippines delivers nationwide! All areas that can be selected as the shipping address in the Lazada app are serviceable by Lazada, provided that there are no unforeseen logistic incidents encountered by their partner couriers. We hope this helps.

Hi {CustomerName}! Nagde-deliver ang Lazada Philippines nationwide! Lahat ng areas na nailalagay as a shipping address sa Lazada app ay maaaring mapadalhan ng orders, basta lamang walang mga hindi inaasahang logistic incidents ang kakaharapin ng ating mga partner couriers. Sana ito ay nakatulong.

ORDER CHANGE REQUESTS

Scenario

Script English
(You may use if buyer talks mostly in English)

Script Taglish
(You may use if buyer talks mostly in Filipino)

Buyer wants to change their order (size/color)

If seller can accommodate:

Hi {Customername}! Sure, we can change your order. For documentation purposes, let me just confirm: You would like to change your order from {olddetails} to {newdetails}.

Please reply if this is correct. Thank you!

If seller cannot accommodate:

Hi {customername}, I'm sorry but we cannot accommodate your request due to {reason}. If you need to change your order, please cancel it from your end and place another order with the correct details. Thank you for your understanding.

If seller can accommodate:

Hi {Customername}! Pwede po naming palitan ang inyong order. Para po ma-document ito: Nais mong palitan ang order from {olddetails} to {newdetails}.

Pa-reply na lang po if tama. Salamat!

If seller cannot accommodate:

Hi {customername}, pasensya po at hindi namin magagawa ang inyong request dahil {reason}. Kung gusto niyo pa rin pong palitan ang inyong order, paki-cancel na lang po ito sa inyong app at mag-order ulit kasama ang mga tamang detalye. Salamat sa pag-unawa.

Buyer wants to add more item in their order

Hi {CustomerName}! For your security, we do not have access to modify your order. If you want to add another item, you may place a separate order with the items of your choice. We hope this helps. Thank you.

Hi {CustomerName}, para sa inyong seguridad, hindi kami maaaring magbago ng mga detalye sa inyong order. Kung nais niyong magdagdag, maaari kayong mag-place ng panibagong order para sa item na inyong gusto. Sana ito ay nakatulong. Salamat.

Buyer changes his/her mind

Hi {CustomerName}! Thank you for your message. We're sorry to inform you that we cannot cancel orders upon request. If you wish to cancel your order, you may do so by going to your Lazada App: Account > View All Orders > choose the order for cancellation > click cancel. We hope this helps.

Hi {CustomerName}! Salamat sa iyong pag-chat. Humihingi kami ng paumanhin ngunit hindi kami maaaring mag-cancel ng orders upon request. Kung nais niyong i-cancel ang inyong order, maaari niyo itong gawin sa inyong Lazada app: Account > View All Orders > piliin ang order na nais i-cancel > click cancel. Sana ito ay nakatulong.

Buyer wants to change delivery address

Order is placed, not yet in RTS:

Hi {CustomerName}, for your security, we do not have access to change any details in your order. If you wish to change your delivery address, you will need to cancel your order and place a new one with the correct address. You may update your address by going to your Lazada App: Settings > Address Book > Edit Address. We hope this helps.

Order is placed, buyer cannot cancel on their own – RTS/shipped:

Hi {CustomerName}, for your security, we do not have access to change any details in your order. If you wish to change your delivery address, you will need to cancel your order by contacting Lazada Customer Care at www.lazada.com.ph/contact and then place another order with the correct address. We hope this helps.

Order is placed, not yet in RTS:

Hi {CustomerName}, para sa inyong seguridad, hindi kami maaaring magbago ng mga detalye sa inyong order. Kung nais niyong palitan ang inyong address, kinakailangan niyong i-cancel ang order at mag-place ng bago kasama ang correct address. Maaaring i-update ang inyong address sa inyong Lazada App: Settings > Address Book > Edit
Address. Sana ito ay nakatulong.

Order is placed, buyer cannot cancel on their own – RTS/shipped:

Hi {CustomerName}, para sa inyong seguridad, hindi kami maaaring magbago ng mga detalye sa inyong order. Kung nais niyong palitan ang inyong address, kinakailangan niyong i-cancel ang order at mag-place ng bago with the correct address. Para ma-cancel ang inyong order, please contact Lazada Customer Care at www.lazada.com.ph/contact. Sana ito ay nakatulong.

Buyer wants to change the mobile number

Order is placed, not yet in RTS:

Hi {CustomerName}, for your security, we do not have access to change any details in your order. If you wish to change your mobile number, you will need to cancel your order and place a new one with the correct number. You may update your address by going to your Lazada App: Settings > Address Book > Edit Address > Update Mobile Number. We hope this helps.

Order is placed, buyer cannot cancel on their own – RTS/shipped:

Hi {CustomerName}, for your security, we do not have access to change any details in your order. If you wish to change your mobile number, you will need to cancel your order by contacting Lazada Customer Care at www.lazada.com.ph/contact and then place another order with the correct number. We hope this helps.

Order is placed, not yet in RTS:

Hi {CustomerName}, para sa inyong seguridad, hindi kami maaaring magbago ng mga detalye sa inyong order. Kung nais niyong palitan ang inyong address, kinakailangan niyong i-cancel ang order at mag-place ng bago kasama ang correct address. Maaaring i-update ang inyong address sa inyong Lazada App: Settings > Address Book > Edit Address. Sana ito ay nakatulong.

Order is placed, buyer cannot cancel on their own – RTS/shipped:

Hi {CustomerName}, para sa inyong seguridad, hindi kami maaaring magbago ng mga detalye sa inyong order. Kung nais niyong palitan ang inyong address, kinakailangan niyong i-cancel ang order at mag-place ng bago with the correct address. Para ma-cancel ang inyong order, please contact Lazada Customer Care at www.lazada.com.ph/contact. Sana ito ay nakatulong.

Buyer wants to change the email address

Order is placed, not yet in RTS:

Hi {CustomerName}, for your security, we do not have access to change any details in your order. If you wish to change your email address, you will need to cancel your order and place a new one with the correct email. You may update this by going to your Lazada App: Settings > Account Information > Change Email. We hope this helps.

Order is placed, buyer cannot cancel on their own – RTS/shipped:

Hi {CustomerName}, for your security, we do not have access to change any details in your order. If you wish to change your email address, you will need to cancel your order by contacting Lazada Customer Care at www.lazada.com.ph/contact and then place another order with the correct email. We hope this helps.

Order is placed, not yet in RTS:

Hi {CustomerName}, para sa inyong seguridad, hindi kami maaaring magbago ng mga detalye sa inyong order. Kung nais niyong palitan ang inyong email address, kinakailangan niyong i-cancel ang order at mag-place ng bago kasama ang correct email. Maaaring i-update ang inyong address sa inyong Lazada App: Settings > Account Information > Change Email. Sana ito ay nakatulong.

Order is placed, buyer cannot cancel on their own – RTS/shipped:

Hi {CustomerName}, para sa inyong seguridad, hindi kami maaaring magbago ng mga detalye sa inyong order. Kung nais niyong palitan ang inyong email address, kinakailangan niyong i-cancel ang order at mag-place ng bago with the correct email. Para ma-cancel ang inyong order, please contact Lazada Customer Care at www.lazada.com.ph/contact. Sana ito ay nakatulong.

Buyer wants to change the delivery schedule (Seller Own Fleet PH)

Hi {CustomerName}! Thank you for reaching out. We are able to change your schedule. Please let me know when's the best time to deliver your order. Thank you!

Hi {CustomerName}, Salamat sa inyong pag-chat. Maaari naming palitan ang schedule ng inyong delivery. Please let us know kung kalian ninyo gustong maipadala ang inyong order. Salamat!

Buyer wants to change the delivery schedule(Regular Seller)

Hi {CustomerName}! Thank you for reaching out. Unfortunately, we are unable to change your delivery schedule as this is arranged by the courier assigned to you. You may check your Lazada App for updates on the status of your order. Thank you for your understanding.

Hi {CustomerName}! Salamat sa inyong pag-chat. Paumanhin ngunit hindi namin mapapalitan ang inyong delivery schedule dahil hawak na ito ng courier assigned sa inyo. Maaari niyong i-check sa Lazada App kung nasaan na ang inyong order. Salamat sa inyong pag-unawa.

ORDER COMPLAINTS AND RETURNS

Scenario

Script English
(You may use if buyer talks mostly in English)

Script Taglish
(You may use if buyer talks mostly in Filipino)

Buyer received a defective item

Hi {CustomerName}! Thank you for bringing this to our attention. May you please send us a video showing the defect of the item?

IF confirmed defective, please send:

We're sorry for this inconvenience. Please submit a return request immediately. Once the return process is complete, you can get a refund for the item. You may refer to this link for the instructions on how to return: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Again, we apologize for the inconvenience and thank you for your understanding.

Hi {CustomerName}! Salamat sa pagbigay atensyon nito sa amin. Maaari niyo ba kaming padalhan ng video na pinapakita ang sira ng item?

IF confirmed defective, please send:

Humihingi kami ng paumanhin para dito. Mangyaring mag-submit po kayo agad ng return request. Kapag naibalik po ito, kayo ay makakatanggap ng refund para sa inyong item. Maaari niyong makita kung paano mag-return sa link na ito: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Muli, humihingi kami ng paumanhin sa pangyayaring ito. Salamat sa inyong pag-unawa.

Buyer received an expired product

Hi {CustomerName}! Thank you for bringing this to our attention. May you please send us a picture showing the expiry date of the item?

IF confirmed expired, please send:

We're sorry for this inconvenience. Please submit a return request immediately. Once the return process is complete, you can get a refund for the item. You may refer to this link for the instructions on how to return: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Again, we apologize for the inconvenience and thank you for your understanding.

Hi {CustomerName}! Salamat sa pagbigay atensyon nito sa amin. Maaari niyo ba kaming padalhan ng picture na pinapakita ang expiry date ng item?

IF confirmed defective, please send:

Humihingi kami ng paumanhin para dito. Mangyaring mag-submit po kayo agad ng return request. Kapag naibalik po ito, kayo ay makakatanggap ng refund para sa inyong item. Maaari niyong makita kung paano mag-return sa link na ito: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Muli, humihingi kami ng paumanhin sa pangyayaring ito. Salamat sa inyong pag-unawa.

Buyer is complaining about the item having signs of usage

Hi {CustomerName}! Thank you for bringing this to our attention. Can you send us an image of the item you received in order for us to validate?

Hi {CustomerName}! Salamat sa pagbigay atensyon nito sa amin. Maaari niyo ba kaming padalhan ng picture ng item na inyong natanggap para aming makumpirma?

Buyer is complaining on receiving an incomplete accessory

Hi {CustomerName}, thank you for bringing this to our attention. We're sorry to hear this. Please give us time to validate your order. Thank you for your understanding.

Hi {CustomerName}, salamat sa pagdala nito sa aming atensiyon. Humihingi kami ng paumanhin dito. Pakibigyan po kami ng kaunting oras para i-check at kumpirmahin ang inyong order. Salamat po sa pag-unawa.

Buyer received the item but the freebie is missing

Hi {CustomerName}, thank you for bringing this to our attention. We're sorry to hear this. Please give us time to validate your order. Thank you for your understanding.

Hi {CustomerName}, salamat sa pagdala nito sa aming atensiyon. Humihingi kami ng paumanhin dito. Pakibigyan po kami ng kaunting oras para i-check at kumpirmahin ang inyong order. Salamat po sa pag-unawa.

Buyer received an incorrect item

Hi {CustomerName}, thank you for bringing this to our attention. Please send us an image of the item you received in order for us to validate.

IF confirmed incorrect, please send:

We're sorry for this inconvenience. Please submit a return request immediately. Once the return process is complete, you can get a refund for the item. You may refer to this link for the instructions: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Again, we apologize for the inconvenience and thank you for your consideration.

Hi {CustomerName}, salamat sa pagdala nito sa aming atensyon. Maaari niyo ba kaming padalhan ng picture ng item na inyong natanggap para aming makumpirma?

IF confirmed incorrect, please send:

Humihingi kami ng paumanhin para dito. Mangyaring mag-submit po kayo agad ng return request. Kapag naibalik po ito, kayo ay makakatanggap ng refund para sa inyong item. Maaari niyong makita kung paano mag-return sa link na ito: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Muli, kami ay humihingi ng paumanhin sa pangyayaring ito. Salamat sa inyong pag-unawa.

Buyer received item but different color

Hi {CustomerName}! Thank you for bringing this to our attention. May you please send us a photo of the item you received in order for us to validate your order?

IF confirmed different color, please send:

We're sorry for this inconvenience. Please submit a return request immediately. Once the return process is complete, you can get a refund for the item with the right color. You may refer to this link for the instructions: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Again, we apologize for the inconvenience and thank you for your consideration.

Hi {CustomerName}, salamat sa pagdala nito sa aming atensyon. Maaari niyo ba kaming padalhan ng picture ng item na inyong natanggap para aming makumpirma?

IF confirmed different color, please send:

Humihingi kami ng paumanhin para dito. Mangyaring mag-submit po kayo agad ng return request. Kapag naibalik po ito, kayo ay makakatanggap ng refund para sa inyong item na may tamang kulay. Maaari niyong makita kung paano mag-return sa link na ito: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Muli, kami ay humihingi ng paumanhin sa pangyayaring ito. Salamat sa inyong pag-unawa.

Buyer received the item but incorrect size

Hi {CustomerName}! Thank you for bringing this to our attention. May you please send us a photo of the item you received in order for us to validate your order?

IF confirmed different size, please send:

We're sorry for this inconvenience. Please submit a return request immediately. Once the return process is complete, you can get a refund for the item with the right size. You may refer to this link for the instructions: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Again, we apologize for the inconvenience and thank you for your consideration.

Hi {CustomerName}, salamat sa pagdala nito sa aming atensyon. Maaari niyo ba kaming padalhan ng picture ng item na inyong natanggap para aming makumpirma?

IF confirmed different size, please send:

Humihingi kami ng paumanhin para dito. Mangyaring mag-submit po kayo agad ng return request. Kapag naibalik po ito, kayo ay makakatanggap ng refund para sa inyong item na may tamang size. Maaari niyong makita kung paano mag-return sa link na ito: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Muli, kami ay humihingi ng paumanhin sa pangyayaring ito. Salamat sa inyong pag-unawa.

Buyer received the item but not as advertised

Hi {CustomerName}, we're sorry that the item you received did not meet your expectations. You may choose to return the item to Lazada and get a refund. You may refer to this link for the instructions on how to return: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Again, we apologize for the inconvenience and thank you for your consideration.

Hi {CustomerName}, humihingi kami ng paumanhin na ang item na inyong natanggap ay hindi katulad ng inaasahan. Maaari niyong i-return ang item sa Lazada at makakuha ng refund. Tignan ang link na ito para malaman paano mag-return: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Muli, kami ay humihingi ng paumanhin sa pangyayaring ito. Salamat sa inyong pag-unawa.

Buyer received the item but claiming that it is of poor quality

Hi {CustomerName}, we're sorry that the item you received did not meet your expectations. You may choose to return the item to Lazada and get a refund. You may refer to this link for the instructions on how to return: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Again, we apologize for the inconvenience and thank you for your consideration.

Hi {CustomerName}, humihingi kami ng paumanhin na ang item na inyong natanggap ay hindi katulad ng inaasahan. Maaari niyong i-return ang item sa Lazada at makakuha ng refund. Tignan ang link na ito para malaman paano mag-return: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Muli, kami ay humihingi ng paumanhin sa pangyayaring ito. Salamat sa inyong pag-unawa.

Buyer received the item but complaining the weight is different

Hi {CustomerName}, we're sorry that the item you received did not meet your expected weight. You may choose to return the item to Lazada and get a refund. You may refer to this link for the instructions on how to return: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Again, we apologize for the inconvenience and thank you for your consideration.

Hi {CustomerName}, humihingi kami ng paumanhin na ang item na inyong natangga ay iba ang weight sa inaasahan. Maaari niyong i-return ang item sa Lazada at makakuha ng refund. Tignan ang link na ito para malaman paano mag-return: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Muli, kami ay humihingi ng paumanhin sa pangyayaring ito. Salamat sa inyong pag-unawa.

Buyer complaining on receiving a damaged packaging

Hi {CustomerName}, we're sorry that the item you received has a damaged packaging. You may choose to return the item to Lazada and get a refund. You may refer to this link for the instructions on how to return: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Again, we apologize for the inconvenience and thank you for your consideration.

Hi {CustomerName}, humihingi kami ng paumanhin na ang item na inyong natanggap ay sira ang packaging. Maaari niyong i-return ang item sa Lazada at makakuha ng refund. Tignan ang link na ito para malaman paano mag-return: https://www.lazada.com.ph/helpcenter/how-can-i-return-an-item-5355.html?spm=a2o4l.helpcenter.top-articles.5.6b6b72ebGmGfhO. Muli, kami ay humihingi ng paumanhin sa pangyayaring ito. Salamat sa inyong pang-unawa.

Buyer would like to know the return status

Hi {CustomerName}! Thank you for reaching out. You may check the status of your return item through your Lazada app. Just go to Account > Returns > select the item for return. We hope this helps!

Hi {CustomerName}! Salamat sa iyong pag-chat. Maaari mong ma-check ang status ng iyong return item gamit ang Lazada app. Just go to Account > Returns >select the item for return. Sana ito ay nakatulong.

Buyer would like to know the return policy

Hi {CustomerName}! Thank you for reaching out. You may find Lazada’s Return Policy in this link: https://www.lazada.com.ph/helpcenter/what-is-the-return-policy-of-lazada-5462.html?spm=a2o4l.helpcenter-search.article.1.3d8e72ebEl9zyA. We hope this helps!

Hi {CustomerName}! Salamat sa iyong pag-chat. Maaari mong makita ang Lazada Return Policy sa link na ito: https://www.lazada.com.ph/helpcenter/what-is-the-return-policy-of-lazada-5462.html?spm=a2o4l.helpcenter-search.article.1.3d8e72ebEl9zyA. Sana ito ay nakatulong.

Buyer would like to know the refund status

Hi {CustomerName}! Thank you for reaching out. You may refer to the link below on when you might be able to receive your refund: https://www.lazada.com.ph/helpcenter/how-soon-will-i-get-my-refund-5312.html?spm=a2o4l.helpcenter-search.article.1.170072ebHmlAcB. We hope this helps!

Hi {CustomerName}! Salamat sa iyong pag-chat. Maaari mong tignan ang link sa ibaba upang malaman kung kailan mo posibleng makuha ang iyong refund: https://www.lazada.com.ph/helpcenter/how-soon-will-i-get-my-refund-5312.html?spm=a2o4l.helpcenter-search.article.1.170072ebHmlAcB. Sana ito ay nakatulong.

Buyer would like to know the refund policy

Hi {CustomerName}! Thank you for reaching out. You may find more information about refunds in this link: https://www.lazada.com.ph/helpcenter/when-will-my-refund-be-processed-7891.html?spm=a2o4l.helpcenter-article.articles-list.3.621b3fca0XADbg. We hope this helps!

Hi {CustomerName}! Salamat sa iyong pag-chat. Maaari mong makita ang impormasyon tungkol sa refund sa link na ito: https://www.lazada.com.ph/helpcenter/when-will-my-refund-be-processed-7891.html?spm=a2o4l.helpcenter-article.articles-list.3.621b3fca0XADbg. Sana ito ay nakatulong.

ORDER / PRODUCT INQUIRIES

Scenario

Script English
(You may use if buyer talks mostly in English)

Script Taglish
(You may use if buyer talks mostly in Filipino)

Buyer asks about the product description

Hi {CustomerName}! Thank you for your interest in our product! Here is the information: {{Provide item description}}.

You can also find this in the item's product page under “Product details” and “Specifications”. We hope this helps!

Hi {CustomerName}! Salamat sa iyong interes sa aming produkto. Ito ang mga detalye: {{Provide item description}}.

Maaari ring makita ito sa item’s product page under “Product details” and “Specifications.” Sana ito ay nakatulong!

Buyer asks how to use the item

Pre-purchase:

Hi {CustomerName}! Thank you for your interest in our product! Here is the instruction on how to use the item: {{How to Use Item}}

If with manual, please add:
Don't worry! This item comes with an instruction manual so you'll know how to use it when you receive it. We hope this helps!

Post-purchase:

Hi {CustomerName}! I'm glad to hear that you’ve already received your item! I can help you with the basics on how to use it but I highly recommend that you refer to the manual that came with your item to learn more about its specific features. Here is the basic instruction on how to use the item: {{How to Use Item}}. We hope this helps!

Pre-purchase:

Hi {CustomerName}! Salamat sa inyong interes sa aming produkto. Ito ang detalye kung paano ito gamitin: {{How to Use Item}}

If with manual, please add:
Don't worry! Mayroong kasamang instruction manual kapag natanggap niyo na ang item. Sana ito ay nakatulong!

Post-purchase:

Hi {CustomerName}! Masaya kaming malaman na natanggap niyo na ang aming produkto. Maaari ko kayong bigyan ng basic instructions pero we recommend na inyong tignan din ang kasama nitong instruction manual para sa mas detalyadong impormasyon. Narito ang basic instructions: {{How to Use Item}}. Sana ito ay nakatulong!

Buyer asks on how to install the item

Hi {CustomerName}! I can walk you through the installation process but I also highly suggest that you refer to the manual that came with your item to learn more about its specific features. Here is how to install: {{Provide installation instructions}}. We hope this helps!

Hi {CustomerName}! Maaari ko kayong tulungan sa pag-install pero we recommend na inyong tignan din ang kasama nitong instruction manual para sa mas detalyadong impormasyon. Ito ang paraan ng pag-install: {{Provide installation instructions}}. Sana ito ay nakatulong!

Buyer asks on how to assemble the item

Pre-purchase:

Hi {CustomerName}! Thank you for your interest in our product! This item comes with an instruction manual that you can use as guide to assemble it. We hope this helps!

Post-purchase:

Hi {CustomerName}! I'm glad to hear that you’ve already received your item! We highly recommend that you refer to the instruction manual to guide you on how to assemble the {{item name}}. In case you’d need further clarification, please don’t hesitate to reach out. We hope this helps!

Pre-purchase:

Hi {CustomerName}! Salamat sa iyong interes sa aming produkto. Ang item na ito ay may kasamang instruction manual na maaari mong gamitin as a guide kung paano ito buuin o i-assemble. Sana ito ay nakatulong!

Post-purchase:

Hi {CustomerName}! Masaya kaming malaman na natanggap niyo na ang aming produkto! We highly recommend na gamitin ninyo ang kasamang instruction manual para matulungan kayo sa pagbuo ng {{item name}}. Kung kayo ay may karagdagang katanungnan, please don’t hesitate to reach out. Sana ito ay nakatulong!

Buyer asks for the authenticity of the item

Hi {Customer Name}! Thank you for your interest in our product! Our item comes from {{describe supplier}}. We can assure you that the {{item name}} that we're selling is 100% authentic. Here are some documents that can support the authenticity of this item. {{Provide documents}} We hope this helps. Thank you!

Hi {Customer Name}! Salamat sa inyong interes sa aming produkto! Ito ay nagmula sa {{describe supplier}}. Sinisuguro namin na ang {{item name}} na aming binibenta ay tunay at authentic. Ito ang iba pang dokumento na magpapatunay na authentic ang aming item. {{Provide documents}}. Sana ito ay nakatulong. Salamat!

Buyer asks what is included in the package

Hi {CustomerName}! When you purchase the {{item name}}, you'll get: {{Items included in the package}}. We hope this helps!

Hi {CustomerName}! Kapag inyong binili ang {item name}, may kasama itong: {items included in the package}. Sana ito ay nakatulong!

Buyer wants know the availability of the item

If available:

Hi {CustomerName}, this item is still available as of the moment. If you are interested in buying it, please make sure to check out the item and confirm your order. Placing the item in your Cart does not guarantee that the item is reserved for you. We hope this helps.

If not available:

Hi {CustomerName}, unfortunately, this item is not available anymore. You may choose a different {{add characteristic based on the availability, e.g.model/color}} if you’re still interested. Thank you!

If available:

Hi {CustomerName}, available pa ang item na ito sa ngayon. Kung kayo ay interesadong bilhin ito, siguraduhing i-check out ang item at i-place ang inyong order. Ang pag-add nito sa Cart ay hindi nangangahulugang reserved na ito para sa inyo. Sana ito ay nakatulong.

If not available:

Hi {CustomerName}, pasensya na at hindi na available ang item na ito. Kung kayo ay nanatiling interesado, maaari kayong pumili ng ibang {{add characteristic based on the availability, e.g.model/color}}. Salamat!

Buyer is asking about the product price

Hi {CustomerName}! Thank you for your interest in our product. The item's price is Php {{Price}}. We hope this helps.

Hi {CustomerName}! Salamat sa inyong interes sa aming produkto! Ang presyo ng item na ito ay Php {price}. Sana ito ay nakatulong!

Buyer is asking why the price is different from other sellers

Hi {CustomerName}! Thank you for your interest in our products. Our price may differ from other sellers as we have different suppliers and logistics considerations. We hope this helps.

Hi {CustomerName}! Salamat sa inyong interes sa aming produkto. Maaaring hindi pareho ang presyo ng aming item sa ibang sellers dahil sa magkaiba ang aming pinagkukunang suppliers at dahil sa iba pang logistics considerations. Sana ito ay nakatulong.

Buyer wants to check on the warranty claim / policy

Pre-purchase:

Hi {CustomerName}! Thank you for your interest in our product. The warranty for {{item name}} is {{warranty details}}. You can bring your item for servicing in the following service centers: {{Provide service centers}}. We hope this helps.

Post-purchase:

Hi {CustomerName}! 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}}. We hope this helps.

Pre-purchase:

Hi {CustomerName}! Salamat sa inyong interes sa aming produkto. Ang warranty para sa {{item name}} ay {{warranty details}}. Maaari niyong dalhin ito para ipaayos sa mga sumusunod na service centers: {{Provide service centers}}. Sana ito ay nakatulong.

Post-purchase:

Hi {CustomerName}! Ang item na inyong binili ay covered ng {{warranty details}}. Maaari niyong dalhin ito para ipaayos sa mga sumusunod na service centers: {{Provide service centers}}. Sana ito ay nakatulong

Buyer wants to know the accredited service centers for the purchased item

Hi {CustomerName}! You may bring your item to the following accredited service centers: {{service centers list}}. We hope this helps!

Hi {CustomerName}! Maaari niyong dalhin ang inyong item sa mga sumusunod na accredited service centers: {{service centers list}}. Sana ito ay nakatulong!

SELLER INFORMATION INQUIRIES

Scenario

Script English
(You may use if buyer talks mostly in English)

Script Taglish
(You may use if buyer talks mostly in Filipino)

Buyer wants to know more about the seller

*No additional info should be provided except service centers / tech support number

Hi {CustomerName}! Thank you for your interest in our shop. We sell {{samples of products}}. If you have further questions about any of our products, please feel free to message us here. Thank you!

*No additional info should be provided except service centers / tech support number

Hi {CustomerName}! Salamat sa inyong interes sa aming shop. Kami ay nagbebenta ng mga {{samples of products}). Kung kayo ay may mga katanungan tungkol sa aming mga produkto, please feel free na sendan kami ng message dito. Salamat!

Buyer wants to know the address of the seller

*No additional info should be provided except service centers / tech support number

No existing order:

Hi {CustomerName}! Thank you for reaching out. In case you will need our address, you may refer to the address stated in the Air Waybill attached to the package that you will receive once you order from our shop. We hope this helps!

With order:

Hi {CustomerName}! Thank you for reaching out. In case you need our address, you may refer to the address stated in the Air Waybill attached to the package that you will receive. We hope this helps!

*No additional info should be provided except service centers / tech support number

No existing order:

Hi {CustomerName}! Salamat sa inyong pag-chat. Kung kakailanganin ninyo ang aming address, maaari niyo itong makita sa Air Waybill na nakakabit sa package na inyong matatanggap kapag kayo ay nag-order mula sa aming shop. Sana ito ay nakatulong!

With order:

Hi {CustomerName}! Salamat sa inyong pag-chat. Kung kakailanganin ninyo ang aming address, maaari niyo itong makita sa Air Waybill na nakakabit sa package na inyong matatanggap. Sana ito ay nakatulong!

Buyer wants to know Contact Details of seller

Hi {CustomerName}! Thank you for reaching out. For security purposes, we keep our conversations with our buyers only within the Seller Center app. This is to ensure that all chats can be monitored by Lazada and validated if needed. Thank you for the understanding.

Hi {CustomerName}! Salamat sa iyong pag-chat. Para sa ating seguridad, pinanatili lamang namin dito sa Seller Center app ang mga pag-uusap kasama ng aming mga buyers. Ito ay para masigurong lahat ng chats ay namo-monitor ng Lazada at ma-validate ang mga ito kung kinakailangan. Salamat sa inyong pag-unawa.

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