What is the process for returns?
All customer returns and failed delivery orders are being returned to our sellers.
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How long will it take for the item to be returned to sellers? |
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How many times will the courier attempt to return an item to the seller |
Buyers have different return SLAs depending on the item they want to return:
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Failed Delivery orders should be returned to the seller within 45 calendar days from its Transit to Ship (TTS)/Shipped date |
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Customer Return (Non-DRTM) should be returned to the seller within 25 calendar days from its returned date |
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All sellers will be asked to present a valid ID when accepting a returned item. This will help us ensure the correctness of return transactions |
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HIGHLY MANDATED to have a valid ID with signature |
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Return items received or rejected without a valid ID might not be eligible for dispute (e.g. Forged/Invalid signature on POD provided). |
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In the event that the seller is not available on the date of delivery of the return, the seller should have an authorized person to receive the packages. (Please note that the authorized receiver should have a valid ID for the LOP app) |
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Sellers are required to conduct a visual quality check of the outer packaging and of the airway bill and: |
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Check the SHOP NAME of the parcel. |
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Check the outer packaging of the parcel. |
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The courier will try to return the item twice (2). If the first return attempt failed, the courier will try to re-deliver the item again within 48 hrs (except those packages that the seller refuses to accept).
NEW: The seller can now request a 3rd attempt (final attempt) if the 2nd attempt is still unsuccessful. |
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The seller can request for a 3rd attempt on the Seller Request Form within 24 hrs. after the 2nd failed attempt |
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The form can be accessed on the Check Logistics feature in Seller Center beside the failed attempt status (see sample screenshot below)
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Related article "How to document in case of rejection?"
