We provide a Return to Merchant service for Lazada and endeavour to provide a quick and transparent returns process. If you have any questions, you can go through this instruction manual or reach out to us at support@zhenhub.com.

Below is the Lazada RTM Flow. By knowing this, it will give you a better view of how we do it.

A. Lazada Merchant Actions

The following steps and notifications will be provided to Lazada Merchants:

Step 1. Email Notification when your return shipment order has left the origin consolidation center

Step 2. Email Notification when your shipment is pending customs clearance

Step 3. Email Notification when we have processed your shipment in destination country AND passed off the shipment to a local courier to be delivered to you

Let's discuss each step. Let's begin with Step 1- Left Origin.

Once your shipment has left the origin, you will receive an email notification with all your order information:

• Lazada Order Number
• Item Number / Barcode
• Name of Merchant
• Merchant’s Phone Number
• Merchant’s Delivery Address

It is IMPORTANT that you make sure that your details are correct. Click change details to edit information.

Once you click on change details, you will be directed to a web page. On this page you can toggle the language between English and Chinese.

Then, Edit your information

• First and Last Name
• Company
• Phone Number
• Email Address
• Shipping Address

Finally, click Save Shipping Address button at the bottom of the page to save your information for this order.

REMINDER:

You need to update your details for EACH item you are returning. Updating it for one item/order does not mean the details will be updated for other shipments.

Once you have successfully saved the changes, the system will give you a notification.

REMINDER:

Check your details on this screen to make sure you have entered the correct information. ZhenHub will be using these details to ship the order to you. If they are incorrect then this will cause delays or lost shipments.

Now, we are to discuss Step 2- Pending Customs Clearance.

You will receive an email notification when your item is in process of customs clearance.

You can track your package at anytime from this link.

NOTE:

The time for clearance varies significantly due to the large number of shipments that require clearance. There are currently also external factors such as COVID-19 outbreaks, protests, strict customs controls, changes in customs policies, peak seasons that may affect the speed of clearance.

Lastly, we will cover Step 3- Delivery in 2-4 days.

After your shipment has been cleared in customs, it will generally arrive between 2-4 business days.

We will notify you of the final details of your shipment.

NOTE:

At this point, your shipment details CANNOT be changed.

If you have not updated your shipment details on time, please send someone to go to your old shipping address OR you can wait for a failed delivery and for the shipment to return to our warehouse.

B. Tracking Your Lazada Shipment

To track your shipment you have two (2) options:

Option 1: Click on the Track package link in your email to track your shipment.

Option 2: Go to https://cloud.zhenhub.com/track/lazada/en and enter your Lazada Order Number to track your shipment

Both options will take you to this tracking page

The following information can be seen on the tracking page.

• Lazada Order Number
• Shipment Status
• ZhenHub Tracking Number
• Dispatch Time

You can download the Merchant Manual in English and Chinese. Click the link below to download.

Merchant Manual in English

Merchant Manual in Chinese