CLEO CLEO 📌Lazada Advisories Hey Scott Vanne Torres! 😊 I'm CLEO. I'm here to help with anything you need. Let me know how I can assist you! Scott is there anything else I can help you with? nope just send it to management I will be opening a DTI claim agains both Lazada and the Seller Checkout and Payment Orders and Cancellations Return and Refund 11:29 agent What is your concern about? I want to know the status of my order I have a cancellations concern I have a return/refund concern I have a payment/checkout concern I have a LazPayLater concern I have an account safety concern I have other concerns I want to follow up on an existing case I have a return/refund concern What is your concern Return/Refund concern about? I want to return an Item I want a refund What's the status of my Return/Refund? I want a refund No order found Apologies for the inconvenience. We're unable to locate your item within our system. If your order status indicates "Delivered" and you encountered problem with the item, please follow the steps below to request for a return/refund through the Lazada app. 1. Go to your account and click View All Orders 2. Choose the order you want to return/refund and click the Return/Refund button 3. Select your concern 4. Fill in refund details, describe the reason of your return/refund request on Comment field, provide proof if there's any and click Submit. Apologies for the inconvenience. We're unable to locate your item within our system. If your order status indicates "Delivered" and you encountered problem with the item, please follow the steps below to request for a return/refund through the Lazada app. 1. Go to your account and click View All Orders 2. Choose the order you want to return/refund and click the Return/Refund button 3. Select your concern 4. Fill in refund details, describe the reason of your return/refund request on Comment field, provide proof if there's any and click Submit. To inquire about a different order, click live agent Select the language of your Customer Care Agent I am comfortable with English (shorter waiting time) I'm unable to understand English I am comfortable with English (shorter waiting time) Nid Customer Care Specialist For a smooth experience, please make sure your contact information is updated to receive timely notifications from Lazada. Hello! Thank you for reaching out. This is NID. How may I assist you today?" Hello NId I am having an issue and I know you personally are not the one responsible but I will lay this out Order 1037678261493913 Placed on 08 Oct 2025 09:55:47 Paid on 08 Oct 2025 09:55:51 Shipped on 08 Oct 2025 18:06:25 Delivered on 14 Oct 2025 12:06:29 Completed on 17 Oct 2025 12:06:37 Paid by GCash e-Wallet All I want is a refund Under DTI regulations and Lazada's policies in the Philippines, the seller primarily handles warranty claims, but Lazada facilitates and can face shared liability for issues like counterfeits or failures to honor promises. The seller claimed a 3-year local supplier warranty, making them directly responsible for processing valid claims, including device failure or counterfeit verification from SanDisk. Lazada does not process post-return-window warranty claims itself but escalates buyer inquiries to the seller and monitors responsiveness; non-response can lead to penalties or reopened disputes. Scott did you contact the gcash support for this transaction ? this is a serious issue not gcash This is a warranty issue and selling counterfeit items issue Alright let me check the order details seller unresponsive only bot respons DTI Consumer Rights (RA 7394) DTI's Consumer Act holds sellers, manufacturers, importers, and platforms jointly and severally liable for defective, misrepresented, or non-conforming goods like counterfeits, allowing claims against any party for full remedy (refund, replacement, or repair). For counterfeits misrepresented as genuine (e.g., "SanDisk 1TB" failing verification), this triggers solidary liability, overriding platform limits on warranty handling. I understand your frustration. I know you reached out to us hoping we could resolve your concerns. Don't worry, I'm here to help and I'll do my best. this is just as much a lazada problem as the seller both are responsible under the law 11:34 I am trying to resolve this matter with out getting DTI or legal involvment as this is a clear case of fraud i have now been blown off 3 times and the evidence I have will land a major claim against lazada ontop of a refund so i am trying to avoid that I have already successfully taken on PLDT an Shopee both lost Scott I totally agree with you, I am on your side regarding this matter I can imagine how inconvenient this situation is I know this isn't the answer you were hoping for, and I apologize for that. my customer paid for a device that was genuine with a warranty that was honored and so far it is a fail on both The worse part this I believe was marked as 100% authentic when I got it SanDisk says it is counterfeit or I would have just went that road I spend serveral hundered thousand a year on this platfor as my customers purchase through me Scott Thank you for patiently waiting, Upon checking, your refund previously was rejected by our refund team We understand this may not be the outcome you were hoping for. Once a decision is made on your dispute and a refund request is rejected, we're unable to reconsider or change the decision. We apologize for any inconvenience this may cause you. In this case we will raise your concern to the team that specializes in investigating such issues. Based on the details provided, this may involve potential fraudulent activity by the seller. Please rest assured we will proper action with the seller and with the appropriate action will be taken to prevent this from happening again The evidence I have presented is more than strong enough to get you a major fine they were rejected by the seller who is selling counterfeit items on your platform \so Lazada is helping sell counterfeit items 11:39 do you see on that receipt it sayd wit 3 year warranty. that is part of the contract under the law advertising a warranty they failing to provide it is not only a violation of the consumers act but can also have criminal charges brought against the company for fraud and I have all the transcripts I am very meticulous the transcript show I brought the fraud to your attention and 3 times you guys have enbolden the seller commiting these frauds I am only seeking a refund as the seller is lying and failing to send out a replacement item\ If you received counterfeit items, you were required to file a return request immediately upon receipt, along with valid proofs (e.g., photos, order details, packaging evidence). However, you filed a refund request instead of a return, and the original return request was closed. Later, when you filed a dispute, the final decision was made only after the item was assessed for counterfeit verification also I understand your frustration, and I'll document your concerns in a report and share it with the team. Your feedback is important to us, so please don't worry, we'll take it seriously. and how is a customer supposed to know it is counterfeit at the time of receiving it? 11:44 that doesn't hold up under DTI. Shopee already tried that I only found out when the device failed and my customer brought it back to me and Lazada and seller failed to honor their stated warranty and I contacted SanDisk for the warranty does it look counterfeit to you? I will show you the package see if you can tell Scott i have checked you all details and i know this situation is really frustrated but this is the final decision of the team Once a decision is made on your dispute and a refund request is rejected, we're unable to reconsider or change the decision. 11:49 Well that final descision will cost the company a huge fine you sold an item with a 3 year warranty you failed to honor said warranty this is a direct violation of Philippine law this is the packaging. can you tell it's counterfeit? that is just the tip you are required under the law to honor a warrany warranty notice it says WITH 3 YEAR WARRANTY ring on the sales invoice this means you have no choice but to honor that warranty Please escalate this to upper managenemt 11:54 my next step is DTI and an Attorney to seek civil action . I am giving you the opportunity to correct this now i am keeping these transcripts as evidence of failed commliance with the law only asking you to press it up to upper management before DTI gets involved then i guarantee someone will be losing their jobs over a mere P2000 I understand your concern, but unfortunately, we cannot escalate this matter further, as the internal team has already reviewed all the details. Regarding the warranty issue, I’ll prepare a document for you once issued, you can contact the seller directly. The seller will be responsible for addressing your request. I’ve provided the best possible resolution available from our end. Please let me know if you have any other questions or concerns. I don't think you wholly understand Lazada is equally responsible for the sellers warranty under the law Relevant solution has been provided from my end, let me know if there are more concerns or else we can end the conversation. Push it back to upper management as the seller refuses to resond and the seller is the one refusing the refund look at theri entire conversation it is soley a bot no human interaction or response 07/11/2025 21:19 Read BEWARE OF SCAMS Please do not share personal data in this chat. For your security, kindly avoid making payments or engaging in communication outside of Lazada's official website/app. 9266132384 will serve you Read Read Read Read SSD stopped working It is under warranty. Local Supplier. That is you. I also paid for the 1 year insurance. Tell me what I need to do to avail of the Warranty. Thanks Read Read Read 07/11/2025 21:29 We've received your question. For now, many inquiries and occupied yet the agent. Can wait a bit longer. We'll contact you soon. Thank you very much! 08/11/2025 09:07 I apologize for the inconvenience. I will report this to the technical staff. Please wait a moment. 08/11/2025 10:39 thank you i appreciate it Read Unknown message type, please check it on App. 17/11/2025 21:24 Order Number #1037678261493913 SanDisk 480GB/1TB SSD PlUS SATA 3 2.5″ With 3 Years Warranty Read BEWARE OF SCAMS Please do not share personal data in this chat. For your security, kindly avoid making payments or engaging in communication outside of Lazada's official website/app. Got your order? Let us know if you need assistance! How to return an item? I haven't received an invoice yet I haven't received the product yet but the status displayed as delivered What should I do if my order is faulty, missing items, or incorrect? 9266132384 will serve you Unknown message type, please check it on App. it has been a couple weeks now and still know reply i will contact lazada customer service tomorrow Read 17/11/2025 21:34 We've received your question. For now, many inquiries and occupied yet the agent. Can wait a bit longer. We'll contact you soon. Thank you very much! 18/11/2025 09:13 We've received your question. For now, many inquiries and occupied yet the agent. Can wait a bit longer. We'll contact you soon. Thank you very much! 06/12/2025 16:28 So your going to send me a new items Read BEWARE OF SCAMS Please do not share personal data in this chat. For your security, kindly avoid making payments or engaging in communication outside of Lazada's official website/app. 9266132384 will serve you Yes. 08/12/2025 14:03 Thank you. I will await its arrival Read BEWARE OF SCAMS Please do not share personal data in this chat. For your security, kindly avoid making payments or engaging in communication outside of Lazada's official website/app. 9266132384 will serve you okay, thank you. 16/12/2025 17:11 is there a tracking number on this. for the replacement your sending Read BEWARE OF SCAMS Please do not share personal data in this chat. For your security, kindly avoid making payments or engaging in communication outside of Lazada's official website/app. 9266132384 will serve you Unknown message type, please check it on App. Hello, we have scheduled a courier to pick up the package, and we are waiting for the courier to arrive. 20/12/2025 15:19 Thankyou. I Will await the new drive. customer eager to have their laptops working again Read BEWARE OF SCAMS Please do not share personal data in this chat. For your security, kindly avoid making payments or engaging in communication outside of Lazada's official website/app. 9266132384 will serve you okay, thank you. 07/01 14:09 Do you have a tracking number for the replacement SSD Shipment as it is the 7th now and you alleged to have shipped it out the 20th of last month Read BEWARE OF SCAMS Please do not share personal data in this chat. For your security, kindly avoid making payments or engaging in communication outside of Lazada's official website/app. 9266132384 will serve you We are doing our best to process all orders on time. We sincerely apologize for the delays this may cause. Please be assured that we are doing our best to deliver your order. 15/01 18:06 It has been over 30 Days. I am waiting for the SSD you are supposed to be sending. If I don't hear from you soon I will talk again to Lazada. then DTI Read BEWARE OF SCAMS Please do not share personal data in this chat. For your security, kindly avoid making payments or engaging in communication outside of Lazada's official website/app. 9266132384 will serve you 15/01 18:16 We've received your question. For now, many inquiries and occupied yet the agent. Can wait a bit longer. We'll contact you soon. Thank you very much! 16/01 09:23 We've received your question. For now, many inquiries and occupied yet the agent. Can wait a bit longer. We'll contact you soon. Thank you very much! 17/01 15:23 Hello! Sorry for the trouble. Is there a problem with the product? If the product is defective or damaged, we will send you a new replacement and we will pay for the shipping. Order Number #1037678261493913 SanDisk 480GB/1TB SSD PlUS SATA 3 2.5″ With 3 Years Warranty confirmed 2025-10-08 09:55 17/01 18:09 You told me that more than a month ago and I am still waiting. Since you haven't complied I requested a refund Read BEWARE OF SCAMS Please do not share personal data in this chat. For your security, kindly avoid making payments or engaging in communication outside of Lazada's official website/app. The nest step will be reporting you to DTI as I have been waiting since November for this replacement SSD Read 17/01 18:19 We've received your question. For now, many inquiries and occupied yet the agent. Can wait a bit longer. We'll contact you soon. Thank you very much! 19/01 10:16 We are doing our best to process all orders on time. We sincerely apologize for the delays this may cause. Please be assured that we are doing our best to deliver your order. No file chosen look through this do you see any human response? just a simple bot chat bot