What To Do When Your Lazada Order is Returned or Canceled

What To Do When Your Lazada Order is Returned or Canceled BillEase

In this article, we will tackle how you can deal with your Lazada Wallet Top-Up and installment plans in the event that your order gets returned or canceled. We will also answer frequently asked questions that might help you in future transactions.

We all know that feeling. After days of anticipating the delivery of your latest purchase, you suddenly get a text message from the seller saying your Lazada order is canceled.

Or worse, when your package finally arrives, it’s defective. Or it doesn’t resemble what you thought you were getting.

What a heartbreaking moment, right?

It’s okay, it happens. Sometimes, orders get either returned or canceled. This is one of the (very few) downsides of online shopping. Thankfully, online shopping sites such as Lazada have excellent customer service and getting your Lazada orders replaced is a breeze.

But what about the Lazada Wallet Top-Up you used to purchase your Lazada order? Will you get a refund? Will your installment plan be adjusted?

In this article, we will tackle how you can deal with your installment plan if your Lazada order gets returned or canceled.

We will also answer frequently asked questions that might help you in future transactions.

Let’s dig in!


A Very, Very, Important Reminder

Let’s start this by stressing a very, very important reminder.

Quite a few of our customers have experienced cancellations of their Lazada orders recently. This caused – and understandably so – some mild panic to everyone who got their orders canceled unexpectedly.

Why did this happen?

This is due to a safety measure jointly implemented by both Lazada and BillEase. Under this safety measure, all issued vouchers are tagged under the registered name and address in your BillEase account.

The Lazada team then verifies your registered information in their system. If it matches the ones tagged in your voucher, your Lazada order will be approved and will be dispatched for delivery. If the information does not match, they will cancel the purchase.

It is therefore very, very important that the name and address that you register under both BillEase and Lazada matches. For best results, we recommend you use the exact same information down to the even the most minor detail of your name and address.

Worried about your privacy? So are we.

Much like all safety measures, this is being done with your – our customers’ – best interests in mind. While this may prove to be an inconvenience to some of you, our priority is still your privacy and safety.

This safety aims to protect your online identity and prevent any instances of fraud. We want to make sure that you are using your account to purchase your Lazada orders, and not some identity thief who’s trying to make a quick buck at your expense.

What To Do When Your Lazada Order is Returned/Canceled?

The first order of business… is to not panic.

Relax; take a deep breath. We are here to help.

The second order of business is to contact Lazada and ask for a refund.

If or when your Lazada order gets returned or canceled, Lazada will automatically begin to process your refund. This refund, once processed, will be deposited to your activated Lazada Wallet under the “Rebates” section.

Refunds made with Lazada Wallet is also faster and more efficient. According to Lazada, you can receive your refund in less than 24hrs after cancellation is finalized or the returned item is received and processed in their warehouse.

Will I Have to Pay for My Voucher if My Order Gets Returned/Canceled?

Yes. All funds disbursed through BillEase Top-Up are considered final and as good as cash. Therefore, the amount and schedule of your repayments will not be affected by any returned or canceled orders. This goes with both partial and full return/cancelation of your orders.

Besides, once Lazada issues your refund straight to your Lazada Wallet, you can go back to shopping like nothing happened!

Again, Lazada will be solely responsible for your refund. All follow-ups must then be coursed through them and not through BillEase.

When Can I Request a New Lazada Wallet Top-Up?

The Lazada Wallet Top-Up works the same way as the now-permanently offline BillEase vouchers in that you will have to wait until you settle the full amount of your BillEase loan before you can request for another Top-Up.

But no worries because unlike the voucher, you can use your Lazada Wallet funds however and whenever you want. You can either use this amount all at once or chop it up for different purchases – it’s up to you!

Below is a handy table for our Lazada Wallet Top-Up schedule:

Time Filed Estimated Time of Arrival
Banking day, before 12:00:00 NN Same banking day, 5 PM onwards
Banking day, after 12:00:00 NN Next banking day, 5 PM onwards

*Friendly reminder that BillEase does not issue top-ups during holidays and weekends. Kindly keep that in mind when planning your requests and purchases.

How Do I Request for a Lazada Top-Up?

Requesting for a BillEase Top-Up is as easy as requesting for a BillEase voucher code. Click here for a walkthrough of the process.

But before anything else please remember to activate your Lazada Wallet! You won’t be able to proceed if your e-wallet is deactivated. Click here for instructions on how to get it activated.

And there you have it. We hope we were able to answer most, if not all, your questions. Please don’t hesitate to comment below if you have other clarifications in mind!

We’re here to help! 🙂

30 thoughts on “What To Do When Your Lazada Order is Returned or Canceled

  1. Hi Kaila,
    For some like me, we designate a delivery address whenever we order from Lazada. My reason is that I had a bad experience with LEX Express before that they asked me to meet them instead of them looking for my house because they said they couldn’t find my address. So since then, I designated my sister’s address as delivery address. It was my first time ordering yesterday using a Billease voucher and i used my sister’s address as delivery address as usual. My order was canceled. I now have to wait for few days to request a voucher again 🙁 Isn’t it possible for Billease to allow the use of Lazada registered designated delivery addresses? Thank you.

    1. Hi Maribeth,

      Thank you for your inquiry.

      We are terribly sorry for this inconvenience. BillEase, in partnership with Lazada, is working hard to ensure our customers’ privacy and the safety of their online identities, which is why we have implemented this sort of safety measure.

      Because of this, both your delivery address and home address should match in both your BillEase and Lazada accounts. We understand this poses an inconvenience, but this is being done with your best interests in mind.

      We really do hope for your understanding on this. Rest assured, I have raised your case to our team and we’ll discuss. Thank you!

  2. How do I update my address in my billease? Coz I think I placed my home add but my lazada’s has always been my office. My order was cancelled and I was not even notified by lazada.

    1. Hi Rosanna!

      I’m sorry you experienced this. There have been quite a few cancellations in the past week due to the new safety measure implemented by Lazada and BillEase. We apologize for the inconvenience.

      As of now, BillEase only allows customers to register their home addresses. This means that in order for your Lazada and BillEase accounts to match, you will have to change your Lazada address to your home address. You can email Lazada’s customer service for assistance on how to change your registered address to their system.

      Thank you! I hope this helps.

  3. Hi Kaila,

    Could you help give some light as to why i haven’t received yet until now the voucher code i am supposed to receive yesterday afternoon? No email whatever has been received from Billease. Tried leaving a message on the chat service which is offline up to now. This is kind of disappointing 🙁

    Thanks in advance!

    1. Hi Maribeth,

      Upon checking in our system, your voucher was already delivered to your BillEase account yesterday afternoon. Kindly login to your account to claim it. Thank you and happy shopping!

  4. Hi Kaila,
    Thanks for your reply. I already claimed the voucher early morning (12:18am) yesterday. It is the voucher code i was unable to receive which is to be generated and supposed to be emailed to me yesterday afternoon :((

    1. Hi Maribeth,

      Your voucher code has already been generated and sent to your BillEase account since yesterday afternoon. We are currently having issues with our email notifications and that is why you didn’t receive an email. But rest assured, your voucher code is now in your BillEase account. Kindly log in to see it. Thank you!

  5. Hi! can I request for my voucher code please? the item that I would love to buy is running out of stock, I request a voucher this 8 o’clock in the morning.

    1. Hi Jerymiah,

      Thank you for your inquiry. Our voucher release schedule is every weekday, 4 PM onwards. As per our system you already received yours. Hope you enjoy your shopping!

  6. Hi Billease,

    Ask ko lang about sa Billing/Shipping Address ko sa Lazada is itong current Home Address ko. Pero ung sa Billease ang nasa Address ko dun ay ung nasa UMID ID ko na Address ng Brother ko ginamit kasi permanent ung Home Address nila, while ung Billing/Shipping Address ko is nagrerent lang kami for almost 3 years na. So pano ma update ung? Ayaw ko naman na dun pa sa Brother ko i-deliver ung Item.

    Please help, thanks.

    1. Hi Mark!

      Thanks for your inquiry. In this case it is best to contact our customer service at (02) 310 – 1303 or (02) 310 – 0313. You can also send an email at info@billease.ph so our team can coordinate with you better on this matter.

      Hope this helps. Thank you!

  7. Good morning pi.. my return request was cancelled.. and i am worried kasi malaki yong perang nabayad ko sa lazada..ngayon ko lang pi nalaman na cancelled pala ang request .. ano po ba ang pwede kong gawin.. ki no contact ko ang customer care ng lazada pero parang computer lng ang palaging sumasagot.. sana po matulungan ninyo ako..

  8. Hi billease!

    Maadjust po ba yung installment ko since mas lower yung nabili ko dun sa voucher? 2500 kasi voucher ko then yung item na nabili ko is worth almost 2300 lang. Salamat!

    1. Hi Lecille,

      Yes, your repayment amount will be automatically adjusted once Lazada reports back to us. Thank you!

  9. Hi billease yesterday i ordered in lazada using my voucher code but because of changing of plan or items i cancelled my order…but when i login to billease it says that my installment is already been claimed …what should i do?

  10. hi kaila,
    my order is successfully refunded and lazada said they already informed billease about the status of my order which is successfully refunded. but billease said that they didn’t received any update yet. whose at fault? what should i do now? i’ve been contacting lazada about this and they said they did their part but billease is not replying in my queries. it has been days since my order is returned and refunded but until now no update about the cancellation of my installment plan. the due date of my first installment is so near. i don’t want to pay because i didn’t received any item.

    1. Hi Ed!

      Our sincere apologies for this inconvenience. However, allow us to clarify that since Monday, we haven’t received any reports from Lazada concerning the voucher status of our customers. They may have diligently filed their reports but unfortunately they seemingly have neglected to send us said report. And with this, we cannot update our customers’ status in our systems.

      But no worries. If your entire order has been successfully returned and refunded, you can simply opt not to pay your first installment and we’ll snooze your account. But kindly send us a screenshot of Lazada’s notice to you via email at info@billease.ph along with your account details (full name and email address registered in BillEase) so we have reference.

      If only part of your order has been returned and refunded, you can opt to pay for your first installment for the meantime and we’ll credit any excess payments to your next due. Hope this clarifies!

  11. Hi, we paid our item using our card. Now my order is cancelled and we already paid for it.
    How do we get our money back? why was our order cancelled?

    1. Hi Tracy,

      You can file for a refund request to Lazada and they will take care of refunding the amount you used as cash out. As for why your order was cancelled, it could be a few different things. We discussed one issue in the article above (having different shipping address in both Lazada and BillEase) but it could also be a totally different issue altogether. We suggest talking to the vendor or contacting a Lazada customer service representative for further clarifications.

      Thank you!

  12. Good Day Billease, could you take proper adjustment on my credit , I’ve avail your voucher last December 12, my voucher is worth 1900php, and Ive ordered 2 items, the 1st item is a compact nebulizer worth 529php, which i received last saturday december 15, and today I’ve received an email from lazada that my travel trolley suitcase worth 1317php is cancelled due to out of stocks. Therefore I should only pay nebulizer worth 529, and not the whole 1900php Pls take some action on this pls. Thank you.

    1. Once we’ve received a report from Lazada regarding the final status of your order’s cancellation, your account will be adjusted so you’ll only have to pay for the amount of voucher that you consumed. Hope this clarifies.

  13. Ive ordered items on lazada and already paid for it. I was expecting no hassles for the delivery but to my suprise notification on my lazada app stated it is being shipped back to the seller as multiple attempts to deliver was unsuccessful 😯 how come? LEX did not even call my receiver. Other items that i ordered was delivered on the same receiver. I also fill up the form for my order status and havent got any response also the seller dont give me answers. I’m already so upset! Can you please look into this.

    1. Hi Rona,

      For delivery and logistics (especially for LEX couriers), it is best to contact Lazada directly as they are the ones handling these. They will be able to give you a more direct answer than BillEase or the seller can. Thank you!

  14. I want to cancel my 2 orders because it takes to long (3days and still in processing status) and change it from other products but i already used my billease voucher. is it possible to request another voucher code knowing that i am the who cancelled the order?

    1. Hi Lester!

      You can always cancel your order in Lazada if you feel that the schedule is not meeting your expectations. Lazada will then report to us your cancellation and once reported, we will be able to make adjustments to your account and you will be able to request for a new voucher. Thank you!

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