I order an item 1 month also not yet arrived. Seller also unable to contact the delivery guy ( 3rd party delivery)

How I do request for cancellation and refund? I could not cancel from the order item page as it is already in shipped status. And the lazada chat bot doesn’t seem to help much

Go to the chatbot and type live chat
Only on workdays

Tell chatbot "talk to human" or variation of that.

If not delivered by a certain date Lazada will auto cancel. Or you can call their line to talk to a human who can initiate the cancellation immediately. The so-called Live Chat is just a robot giving canned replies.

TS chat with the AI er? That AI forever rubbish.

in shopee, buyer can request refund if item didnt arrive before the deadline.

i assume should be the same for lazada?

This is true. Tk testing ke dorg.

LZD would auto-cancel or allow the buyer to do so, albeit rarer.

Yeap, sometime i wish can just straight talk to a human even when calling bank have to go through 10 mins of automated messages.

Lazada not like Shopee, Lazada live chat you get a bot which tell you go holan one.

For both Lazada and Shopee you cannot cancel when the item is in transit but you can cancel if the item has not reached by the latest date it is supposed to arrive.

Before the item is packed you can cancel in Lazada or Shopee. For Shopee the seller can revoke your cancellation but for Lazada they cannot.

Email, you will be lucky to get a reply. Just pick up the phone and call.

lazada so bad, i would choose shopee now.
at least their CS walk the talk (for past experience).

seller x kasi muka he revoke.
i tercabar press9 email n shoot back shopee. i win refund full.
later item pos come also zzzz. i donate others


email is solid evident to bring up court

yes we stick 2shoppe

dont cibai me, what's their phone number?

Email ? Ko pelan pelan tunggu reply ya.

Seriously I dont understand why the CS of both suck so much.

If you have dispute with seller and neither side can prove their case, Lazada is more likely to side buyer while Shopee is more likely to side seller.

True. What I don't like about Shopee is that if you cancel before the item is packed it allows seller cancel your cancellation. This never happened to me with Lazada.

This means that Shopee sellers have no incentive to pack your item and send out promptly. Once I cancelled an item because the seller took no action after 2 working days. Within the next hour the seller uncancelled it and changed the status to packed.


This post has been edited by kluseng: Aug 25 2020, 11:30 AM

Lazada doesn't list their support telephone number/email anymore. I think they are trying to push everything to their automated chat bot first.

AirAsia is another company with no telephone number/email. Their only call centre is for their Indian customers.

Shopee gives buyers 1 hour grace period to successfully cancel any orders made. After that, they're at the mercy of the sellers.

Maybe he called donkey years ago.

Almost same case with me, package says "Delivered" but I haven't receive any. I know nobody has receive it yet because I put collection point, but unable to collect it because Lazada never gave me PIN no to exchange with collection point to retrieve the package, but someshow it says package delivered. It takes 2 months after I send refund email before Lazada decided to refund it to me.

wa 2 months are a lot

When was the last time you call Lazada customer service ?

if the order is on shipped status, can the item be rejected on doorstep?

in short, reject to accept = cancel it?

I believed you can return the items upon receiving, but you need to receive the item first, then request for return, follow the steps given, most importantly dont open the parcel

It's an hassle process but that's the way to get back the refund 😆

But if using this way, didn't open at all and during transit, someone opened it and the seller rejected to refund upon receipt showing the item was opened and things are damaged?

then it will be a long argument to prove this and that.

This post has been edited by GalaxyV: Apr 16 2025, 10:29 AM

You can still can return and get refund
Just mentioned to lazada customer service that the parcel already been opened and damage during shipping, provide them a photo, the process will take a time and lot's of hassle but worth it

Which platform you bought it from? Lazada or Shopee?

If it's Lazada, usually should have no problem getting a refund (at least for me so far). There are 3 times I had returned the items through Lazada and got my refunds:

1 - received fake brand instead of the real brand as shown by buyer (samsung smart tag)
2 - item is not in my parcel (phone), the parcel has signs that was opened before delivery
3 - item already shattered upon received (it's a bulb/glass) -> this one no need to return the item, Lazada refund on the spot

if possible, you record the video of you opening the parcel first after you received it, no need to open parcel in front of the delivery guy. At least have proof that you opened it firsthand.

Just make sure you take photos clear and concise of the parcel, and submit the refund report. You have to choose either you drop off the item at nearby parcel dropoff centre or one authorized guy come to pick it up, I chose to drop it off myself because it's within 5mins away.

Direct number to customer service
03 9212 7922

lazada, haven't received it but wanna return because bo song. I have 30 days free return

FYI there live agent also stupid, will ask you to wait for x working days but you will no get any updates usually

So better call them

laz or shopi?

both are the same la.. always giving standard answers to apology but never improve

even report fake products also no take any actions.

This post has been edited by GalaxyV: Apr 16 2025, 11:40 AM

Yes i encountered this in Nov 24 and can’t get it resolved by so called live agent. They will just give standard replies like robot - not better than the AI

i opened 5 cases with them and none of them can solve it.

Always telling me the internal team is investigating and will revert shortly but nothing happened.

Even the CS via hotlink promised will email me to reply my email to indicate they have received and she answered: Yes, I will reply you personally for this to ensure I received as this is serious case.

At the end, she didn't even bother to reply my email to indicate that she has received my report.

All talked cord only.

In conclusion, never too good or soft with them. They are just lying you.


This post has been edited by GalaxyV: Apr 16 2025, 12:51 PM

The coolest thing is they will magically close your case even though the case is not resolved 🤣

Yes, they will mark "resolved" upon say sorry to you but also telling they will update you for the investigation but nothing come back later.