How Do I Handle Return Requests on Lazada?
Answer the buyer’s return questions in Lazada chat straight away, and make your decision in Seller Center within Lazada’s deadline. Most return chats start with a question: can I return this, how do I do it, what do you need from me. AeroChat answers those in Lazada chat from your return policy and Lazada’s rules, tells the buyer exactly what photos to include, and passes faulty or wrong items to your team with the order number and photos already collected. The return itself is filed and decided in Lazada.
How Lazada returns work for sellers
As of November 2026, Lazada’s Seller Center help pages (Singapore, updated 10 November 2025) set out these rules:
- Return window. Buyers have 15 days from delivery for Marketplace and LazGlobal orders, and 30 days for LazMall and Choice orders. RedMart items have 7 days. Buyers in higher membership tiers may get longer.
- Your deadline. When a buyer submits a return request, you get a notification in Seller Center and by email. You must respond within 2 days, or the system makes the decision automatically.
- Change of mind. Buyers can return most items for a change of mind, even after tapping Order Received. The item must come back in its original condition, with packaging, tags and seals where they apply. If it does not, you can refuse the return.
- Refund only. In some cases a buyer can ask for a refund without sending the item back, or Lazada may decide the item does not need to come back. You can file a dispute after the refund is approved.
- Direct Return to Merchant. The buyer sends the item straight back to you. You review the request, track the parcel, inspect the item and then refund, reject or raise a dispute.
Why return chats go wrong
Sellers describe the same pattern. The buyer opens a chat before filing the return, asking whether they can return it and how. If nobody answers quickly, the buyer files the return anyway with a vague reason and no photos, and the seller has two days to sort it out. Clear answers in chat lead to cleaner requests: the right reason, the right photos, and an item sent back in a condition you can accept.
The usual fixes and their limits
- A returns section in the listing. It helps. Buyers still ask, because they want to know about their own item.
- Quick replies. Lazada counts them as replies. Someone still has to read the chat and pick the right one.
- LISA, Lazada’s own chatbot. It answers common platform questions you configure and passes the rest to a live agent. As of November 2026, Lazada says LISA in Singapore supports English only.
How to handle it in chat with AeroChat
AeroChat answers in Lazada chat from your return policy. It tells the buyer whether the item is likely eligible based on your policy and the return window, explains how to start the return from the order in the Lazada app, and asks for clear photos of the item, the packaging and the label. For a faulty, damaged or wrong item, it collects the order number and photos and hands the chat to your team, so you can make the call in Seller Center within the 2-day window.
Buyer: The earbuds I got last week, left side no sound. Can return?
AeroChat: Sorry about that. A faulty item can be returned. Please send me your order number and a short video showing the left earbud with no sound, so our team can check it today.
Buyer: Order 3021987654. Video attached.
AeroChat: Thank you. Our team will review it and reply here. You can also start the return from this order in the Lazada app. Please choose the reason that says the item is faulty and attach the same video.
Copy this into AeroChat
When a buyer asks about a return or refund in Lazada chat, follow these steps.
- Ask what is wrong with the item, or why they want to return it.
- For a change of mind, tell them the item must come back unused with its original packaging and tags, and explain how to start the return from the order in the Lazada app.
- For a faulty, damaged, wrong or missing item, ask for the order number and a photo or short video, then hand the chat to our returns team.
- Tell them which return reason to choose in the app so it matches what they told us.
- If they ask about the refund timing, explain that the refund follows Lazada’s process after we receive and check the item.
Never approve or reject a return yourself, and never promise a refund. Reply in the buyer’s language.
Add your own return policy as knowledge before you paste it, so the answers match it.
What to connect
- Your Lazada store. Connect it from the AeroChat dashboard. Lazada sets its own approval steps for chat access, and our team takes you through them. See Lazada in AeroChat.
- Your return and warranty policy. Paste it in or link the page. AeroChat answers from it.
- Your team. Handover goes to the people who process returns in Seller Center, with the photos and order number in the conversation.
Questions
Can AeroChat approve a Lazada return?
No. Returns, refunds and disputes for Lazada sales stay in Lazada. AeroChat answers the buyer and collects the details, and your team decides in Seller Center.
How fast do I have to respond to a return request?
Lazada’s help page says within 2 days, or the system makes the decision automatically. AeroChat hands faulty-item chats to your team as soon as the buyer sends the details.
Is it the same on Shopee and TikTok Shop?
The idea is the same, and the rules differ. See return requests on Shopee and returns on TikTok Shop.
What about returns from my own store?
For your own Shopify or WooCommerce store, AeroChat can start the return in the chat. See starting a return in chat.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Get cleaner Lazada return requests
Connect your Lazada store, add your return policy, paste the recipe, and test it with a return question.
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On Shopify? Install AeroChat from the Shopify App Store.