Warranty claims can be confusing for buyers and sellers alike, especially when a product is no longer eligible for return but is still under warranty. While some sellers assume Lazada handles warranty cases directly, the platform only facilitates communication, the responsibility ultimately lies with the seller or brand.

This guide breaks down how Lazada handles warranty claims, your responsibilities as a seller, and how to avoid penalties or reopened returns.

When a Product Is Out of the Return Window but Still Under Warranty

• Return Window vs Warranty: Lazada has a fixed return window (usually a few days or weeks from the purchase date) during which buyers can request a refund or replacement. A product’s warranty, however, can last much longer, often 12 months or more, covering defects, repairs, or replacements.

• What Buyers Must Do: If the return window has expired but the product is still under warranty (e.g., “1-year official warranty”), buyers cannot use Lazada’s return system. They need to contact you, the brand, or the warranty provider directly to make a warranty claim.

• Lazada’s Role: Lazada does not process these warranty claims. Its responsibility is limited to guiding buyers to the correct support channel, such as an authorised service centre or the warranty contact you listed on the Product Detail Page (PDP).

• If the Product Is Within the Return Window: Buyers can still submit a standard return request through Lazada as usual.

Your Role as a Lazada Seller in Managing Warranty Claims

1. Provide Clear Warranty Details on the PDP

Sellers must provide complete and transparent warranty information on the PDP. This helps buyers understand their rights and reduces unnecessary escalations to Lazada. Required details include:

• Warranty Type: Indicate whether the warranty is offered by the seller, manufacturer, or a third-party provider.

• Warranty Period: Clearly state the duration (e.g., “12 months from purchase date”).

• Claim Process: Outline step-by-step instructions for buyers:

  • Where to submit the claim (e.g., brand portal, authorised service centre)

  • Required documents (invoice, serial number, proof of purchase)

  • Estimated processing timeline

All additional warranty details should also appear in the warranty card or After-Sales Service (ASC) guidelines included with the product.

2. Ensure Easy Access to Warranty Support

Buyers should easily find:

• Who to contact

• Where to go

• What information to provide

Include your contact information, service centre addresses (if applicable), and detailed instructions for claiming warranty. This reduces confusion and prevents unnecessary escalations to Lazada.

How Buyers Can Claim Warranty

Buyers can submit warranty claims via:

1. Instructions on the PDP

2. The warranty card included with the product

3. Direct IM chat with your store

• Escalation via Lazada: If a buyer contacts Lazada first, the platform will escalate the claim to you. Sellers must respond promptly.

• Seller Responsibilities:

  • Direct buyers to the correct warranty channel (e.g., brand portal or authorised service centre)

  • Provide required documents, such as proof of purchase or serial number

  • Keep communication open until the claim is resolved

Handling claims effectively prevents misunderstandings and protects your store’s metrics, such as ratings and dispute history.

Lazada’s Role in Warranty Claims

Lazada acts only as a connector, not a service provider. It:

• Helps buyers find the correct support channel

• Forwards warranty-related inquiries to the seller

• Monitors seller responsiveness during escalations

Non-response Consequences:

• If a valid warranty claim is not responded to within 48 hours, Lazada may:

  • Reopen the return to protect the buyer

  • Impose penalties for failing to honour your listed warranty

Quick and accurate responses are key to avoiding penalties and maintaining a strong seller reputation.

When Warranty Requests Are Submitted After the Warranty Period

If a buyer requests a warranty claim after the warranty has expired:

1. Verify the warranty: Check the PDP and confirm the buyer’s proof of purchase.

2. Check the warranty card (if applicable) for dates and stamps.

3. Communicate clearly:

   • If expired: politely inform the buyer and suggest alternatives such as paid repairs or discounted replacements

   • If still valid: guide them through the claim process immediately

Professional communication in these cases maintains buyer trust and prevents unnecessary disputes.

Best Practices for Lazada Sellers

• Keep your PDP updated with current warranty terms and service centre information

• Respond within 48 hours to any warranty-related escalations to avoid reopened returns and penalties

• Document all communications with buyers to maintain transparency and protect your store during disputes

• Maintain a clear and structured process so buyers can resolve issues smoothly without involving Lazada unnecessarily

Maintaining Buyer Trust Through Effective Warranty Handling

Warranty claims don’t need to be complicated. With accurate PDP information, quick communication, and clear documentation, sellers can manage warranty cases smoothly while minimising disputes, penalties, and escalations.

If you want a simpler way to manage orders, buyer chats, and after-sales tasks across multiple platforms, try BigSeller for free. It’s a streamlined, automated e-commerce ERP built for Southeast Asian sellers, designed to help you stay organised and maintain strong customer service.