Missing or Wrong Item Policy
Objective of Policy
As part of our commitment to providing the best experience to our buyers on the platform, Lazada enforces strict policies on any fulfillment fraud committed by our sellers. However, we do also recognize it is possible for operational lapses or accidental errors to lead to an incident where a buyer may receive the wrong item, or have part of it missing. Unintentional incidents like these are covered by the following Missing or Wrong Item policy.
Missing or Wrong Item policy
Our Missing or Wrong Item policy ensures that a seller sends out the same item as the purchase made by the buyer, and the package sent is complete. Per this policy, a seller shall ensure that the package shipped to a buyer must contain the same product and include all items, represented to the buyer at the point of purchase.
What scenarios lead to a violation of the Missing or Wrong Item policy?
Some examples of policy violations relating to the Missing or Wrong Item policy include, but are not limited to:
Shipping a product that is different from the product listed
Shipping a product that has missing parts, including accessories or advertised free gifts
Shipping a product that is of a different quantity as the quantity purchased by the buyer\
How is the policy enforced?
Sellers who are found to be in violation of the Missing or Wrong item policy will have their non-compliant product deactivate or locked.
Multiple or more severe violations of the policy may result in the following actions:
Lowering the ranking of buyers' search results of your listings (or Traffic Limitations)
Issuance of up to 48 non-compliance points
Withholding of your payments
Removing the ability to reject returns for Direct Return to Merchant (DRTM) sellers
Deactivation of a seller's account
How do I comply with Missing or Wrong Items policy?
Table 1 sets out useful tips on how you can ensure compliance with the Policy. Sellers may view their affected products on Seller Center homepage either through Product > Manage Products or Growth Center > Assortment Growth.
Table 1:
Missing accessories or free gifts |
•Conduct product checks before inbounding to warehouse to ensure you receive the complete product in good condition •Ensure packers are equipped with the knowledge and packing process •Ensure product components (accessories and free gifts) are complete before packing into parcel •Ensure product content is updated regularly |
Wrong Item Delivered |
•Ensure product description and image are accurate •Train your packers to check the product before packing into the parcel •Ensure that the shipping address is accurate |
