my experience:
bought 2 batteries for a certain laptop model
item arrived dead on arrival
but on my lazada dashboard the status is still shown as processing even after 48 hours so I cannot initiate a return via the dashboard. I contacted lazada on their live chat and email, they gave me a manual return form.
I returned the items using pos laju. Once lazada received it, the refund to credit card was swift. They also refunded my shipping cost to return the item.