Getting a refund from Lazada should be simple. You place an order, something goes wrong—item is fake, broken, incomplete, or never arrives—and you request your money back. But what if Lazada stalls, ignores, or rejects your refund despite clear proof?
That’s where the Department of Trade and Industry (DTI) comes in. If Lazada refuses to resolve your issue properly, you can file a complaint with the DTI and escalate your case. Here’s how to do it, step by step.
The Problem: Lazada Won’t Give Your Refund
Lazada’s return and refund policy looks decent on paper. But in practice, some buyers run into a wall.
You might face:
- A denied refund request without explanation.
- A seller that refuses to accept return of a defective product.
- A missing delivery marked “completed” on the app.
- An item that’s not as described, yet the return gets rejected.
When the in-app customer support or chat agent gives canned responses, or worse, ends the chat without helping—you need to go outside Lazada’s system.
The Solution: Report to the DTI
The Department of Trade and Industry (DTI) protects consumers in the Philippines. They can step in if a seller (or Lazada itself) violates the Consumer Act of the Philippines or commits deceptive practices.
Here’s how to report the issue and request action:
Step 1: Gather All Proof
Before filing anything, collect these:
- Order number
- Screenshots of the product listing, order status, Lazada chat or email conversations
- Photos of the defective/damaged item (if applicable)
- Proof of payment (e.g., receipt, e-wallet deduction, bank confirmation)
- Tracking info, if delivery was never completed
Save everything as image or PDF files. Label them clearly.
Step 2: Try One Last Time with Lazada Support
You’ll need to show the DTI that you gave Lazada a fair chance. Try this one last approach:
- Go to the Lazada app
- Tap Account > Chat with Customer Care
- Clearly state your request: “I want a full refund for this order. I will escalate to the DTI if this is not resolved.”
- Take screenshots of the conversation
If the agent still won’t resolve it, move on to the next step.
Step 3: File a Complaint with the DTI Online
DTI makes it easy to file complaints online.
Go to:
https://consumer.dti.gov.ph
Then choose “File a Consumer Complaint”
Fill out the form with:
- Your complete name, email, and phone number
- Name of the business: Lazada Philippines / Lazada E-Services Philippines, Inc.
- Address: Net Park Building, 5th Avenue, BGC, Taguig, Metro Manila
- Nature of the complaint: “Online seller refuses refund for defective item despite proof.”
- Attach all your screenshots and documents
Click Submit.
You’ll get a case number via email. A DTI officer will reach out—usually within 3 to 7 business days.
Step 4: Attend the Mediation
DTI may schedule a mediation session, usually over Zoom or phone. A DTI officer will facilitate the talk between you and Lazada (or the seller).
What to expect:
- DTI explains the law and your rights.
- You present your case.
- Lazada is asked to explain their side.
- The goal: both parties agree to a resolution, usually a full or partial refund.
Tip: Be calm and stick to facts. Mention that Lazada has not resolved the issue through their platform and that you’re invoking your rights under the Consumer Act (RA 7394).
Step 5: Get the Resolution in Writing
If the mediation is successful, ask for a written agreement. It will include what Lazada has to do (e.g., refund PHP 1,500 within 5 business days) and when they must do it.
If Lazada still fails to comply, you can escalate further to formal adjudication—which is like a mini court proceeding within the DTI. But most cases get resolved during mediation.
Bonus: Email DTI for Faster Response
You can also email your complaint directly:
Email: [email protected]
Subject: Complaint vs. Lazada – [Your Name]
Attach your documents. Keep your message short and factual.
What If the Seller Is Overseas?
If the seller is outside the Philippines, DTI can still assist you because Lazada operates locally and is responsible for transactions made through their platform. DTI may compel Lazada Philippines to act on your complaint, especially if you paid Lazada directly.
Why It Works
Lazada knows that a DTI complaint can:
- Lead to penalties
- Get them flagged for repeat violations
- Hurt their brand reputation
Once the DTI is involved, most companies—especially big platforms like Lazada—settle fast. You go from being ignored to being prioritized.
Final Tip: Don’t Let Lazada Wear You Down
They may bet on you giving up. Don’t. You have rights as a buyer. And Lazada, no matter how big, can’t override Philippine law.
If you’ve done your part—provided proof, followed their process, and still got stonewalled—report it. It’s not about being difficult. It’s about standing up for what’s fair.
