Lazada Payment Protection Policy
\nThis Lazada Payment Protection Policy (“Policy”) supplements the Lazada Terms of Use, Lazada Wallet Privacy Policy and Lazada Wallet Terms and Conditions (collectively, the “Lazada Terms”) with regard to your Lazada Account. If any matter is not provided for in this Policy but is provided for in the Lazada Terms, the provisions of the Lazada Terms shall prevail. If there is a conflict between the provisions of this Policy and the provisions of Lazada Terms, the provisions of this Policy shall prevail to the extent of such conflict. Unless otherwise expressly provided herein, the capitalized terms shall have the same meanings as set forth in the Lazada Terms. This Policy is a legal agreement between you and Ecart Services Malaysia Sdn. Bhd.. By using your Lazada Account, you agree to be bound by the terms of this Policy.
\n1.1 Protection against Unauthorized Transactions.
\nLazada will provide you with compensation for Unauthorized Transactions (defined below), provided that you comply with the procedures set out within the Policy.
\nAn \"Unauthorised Transaction\" occurs when any stored value (wholly or partially) is sent from your Lazada Account without you authorising it and due to no fault of your own，which applies to the Lazada Wallet balance, Lazada Paylater (or PayLater Account), binding credit/debit card and binding third-party wallet to used to make payments on the lazada platform.
\nNotwithstanding the foregoing, you have an obligation to ensure the safety and security of your Lazada Account. If you authorize, including inadvertantly or recklessly authorizing someone to access your Lazada Account, Lazada Wallet, debit/credit card or Paylater Account by providing them with your login information or otherwise, and they conduct transactions without your knowledge or permission, you shall be responsible for all consequences arising from such use. This includes, but is not limited to, sharing your One-Time-Password/PIN (OTP), sharing login or other personal details, leaving your phone or device unattended, downloading apps, APKs, or other software from unknown or unverified sources that contain malware.
\n1.2 Notify Lazada
\na. You should immediately notify Lazada if you believe there has been an Unauthorized Transaction or unauthorized access to your Lazada Account. To be eligible for compensation under this Policy, you must notify us within 60 days from the date an Unauthorized Transaction first appears in your account.
\nb. You should regularly log into your account and review your order history to ensure that there has not been an Unauthorized Transaction. You should check these transaction confirmation messages to ensure that each transaction has been authorized by you and the information in your account is accurate.
\nc. If an Unauthorized Transaction appears in your account, please contact Lazada Customer Service through the contact us page (https://www.lazada.sg/contact). You will need to provide a complete set of information and/or documentation, in accordance with the requirements set out on that page and as requested by us, in order for the investigation to begin. Lazada will only initiate an investigation upon receipt of all information/documents.
\nA gentle reminder not to upload any sensitive personal information such as full bank account or credit card details. Credit card details should only be limited to first 6 and last 4 digits. Lazada shall not be liable for any losses you suffer from any files you upload or from your disclosure of such information.
\nClaims for Lazada payment protection for the following case(s) must be reported along with a police report:
\nlazada payment that occurs when a lazada user loses a telecommunication device (e.g. mobile phone) which causes the lazada payment account to be inaccessible to the user.
\n1.3 Actions taken by Lazada upon receipt of notification
\na. Once you notify us and provide us with a complete set of the necessary information and/or documents that we request, we will do the following:
\n(a) We will conduct an investigation and determine whether there has been an Unauthorized Transaction.
\n(b) Lazada will acknowledge the investigation within 5 working days from the date where all necessary information and/or documents were received by us.
\n(c) We will inform you of our decision once we complete the investigation.
\nb. If we determine that the Unauthorized Transaction is one which qualifies for Lazada Payment Protection, we will credit the full amount of the Unauthorized Transaction. You receipt of the reimbursement amount is also dependent on your bank and/or our payment partner’s processing timelines, where applicable.
\n*Where successful, Lazada will provide the reimbursement up to a maximum value of USD500 per claim and per user.
\nc. If we determine that the Unauthorized Transaction is one that does not qualify for Lazada Payment Protection, we will send you an email to notify you of our decision which shall be final and conclusive.
\nd. Lazada will also not reimburse you if you have received or qualify for reimbursement or compensation from the operator of the payment method (e.g. if your bank has refunded you for the same transaction) or other relevant third parties.
\n1.4 Scope of protection
\na. The following types of transactions are excluded from the scope of coverage of our Lazada Payment Protection Policy:
\n(a) Disputes of genuine transactions taking place on the Lazada platform, such as non-receipt of the item you have purchased;
\n(b) Where we determine that there has been fraud or negligence on behalf of the Customer. For example, if we determine that you have wilfully provided your account credentials to third parties, have acted fraudulently or have failed to take all steps and precautions in protecting your account, or where you own actions caused or contributed to the Unauthorized Transaction;
\n(c) Where we determine that you have a proven track record of engaging in and/or abetting fraudulent activity and/or disputes of unauthorized transactions;
\n(d) Where the Unauthorized Transaction took place under unforeseeable circumstances, including but not limited to natural disasters, outbreak of war, terrorist incidents, and civil unrest, which are beyond Lazada’s reasonable control;
\n(e) where an Unauthorized Transaction occurs due to any terminal or system being compromised by events such as, but not limited to, hacking attempts, bank system upgrades or malfunctions, and telecommunication downtimes, of which you had prior knowledge before the Unauthorized Transaction occurred.
\n(f) Compromises arising from 3rd party partners: The Unauthorized Payment was the result of a compromise by 3rd party platforms or other partners such as a partner bank.
\n(g) Any regulatory or legal restriction that prevents the reimbursement to be made to the Customer.
\n(h) The funds have been reversed from the merchants to the buyers through other ways, such as refund or chargeback, etc.
\n(i) Fail to provide all required information / documents within stipulated timeline
\n(j) Transactions on users' device/environment are trusted and verified by the LAZADA internal system as a genuine transaction.
\n(k) Where user's mobile phone is rooted or jailbroken
\n(l) When user's mobile application is not updated to the latest version
\n(m) Where the user's Lazada app is obtained from sources other than recognized and trustworthy platforms. Legitimate sources typically include, but are not limited to, the App Store, Google Play Store, Huawei AppGallery, and Vivo App Store.
\n","msiteMarginTop":"12px","msitePadding":"12px","__pos__":1,"__track__":"4047389.4047389.24872921.6622.1"},"content":{"contentMainId":14580174,"contentId":"17162746454130001","text":"Lazada Payment Protection Policy
\nThis Lazada Payment Protection Policy (“Policy”) supplements the Lazada Terms of Use, Lazada Wallet Privacy Policy and Lazada Wallet Terms and Conditions (collectively, the “Lazada Terms”) with regard to your Lazada Account. If any matter is not provided for in this Policy but is provided for in the Lazada Terms, the provisions of the Lazada Terms shall prevail. If there is a conflict between the provisions of this Policy and the provisions of Lazada Terms, the provisions of this Policy shall prevail to the extent of such conflict. Unless otherwise expressly provided herein, the capitalized terms shall have the same meanings as set forth in the Lazada Terms. This Policy is a legal agreement between you and Ecart Services Malaysia Sdn. Bhd.. By using your Lazada Account, you agree to be bound by the terms of this Policy.
\n1.1 Protection against Unauthorized Transactions.
\nLazada will provide you with compensation for Unauthorized Transactions (defined below), provided that you comply with the procedures set out within the Policy.
\nAn \"Unauthorised Transaction\" occurs when any stored value (wholly or partially) is sent from your Lazada Account without you authorising it and due to no fault of your own，which applies to the Lazada Wallet balance, Lazada Paylater (or PayLater Account), binding credit/debit card and binding third-party wallet to used to make payments on the lazada platform.
\nNotwithstanding the foregoing, you have an obligation to ensure the safety and security of your Lazada Account. If you authorize, including inadvertantly or recklessly authorizing someone to access your Lazada Account, Lazada Wallet, debit/credit card or Paylater Account by providing them with your login information or otherwise, and they conduct transactions without your knowledge or permission, you shall be responsible for all consequences arising from such use. This includes, but is not limited to, sharing your One-Time-Password/PIN (OTP), sharing login or other personal details, leaving your phone or device unattended, downloading apps, APKs, or other software from unknown or unverified sources that contain malware.
\n1.2 Notify Lazada
\na. You should immediately notify Lazada if you believe there has been an Unauthorized Transaction or unauthorized access to your Lazada Account. To be eligible for compensation under this Policy, you must notify us within 60 days from the date an Unauthorized Transaction first appears in your account.
\nb. You should regularly log into your account and review your order history to ensure that there has not been an Unauthorized Transaction. You should check these transaction confirmation messages to ensure that each transaction has been authorized by you and the information in your account is accurate.
\nc. If an Unauthorized Transaction appears in your account, please contact Lazada Customer Service through the contact us page (https://www.lazada.sg/contact). You will need to provide a complete set of information and/or documentation, in accordance with the requirements set out on that page and as requested by us, in order for the investigation to begin. Lazada will only initiate an investigation upon receipt of all information/documents.
\nA gentle reminder not to upload any sensitive personal information such as full bank account or credit card details. Credit card details should only be limited to first 6 and last 4 digits. Lazada shall not be liable for any losses you suffer from any files you upload or from your disclosure of such information.
\nClaims for Lazada payment protection for the following case(s) must be reported along with a police report:
\nlazada payment that occurs when a lazada user loses a telecommunication device (e.g. mobile phone) which causes the lazada payment account to be inaccessible to the user.
\n1.3 Actions taken by Lazada upon receipt of notification
\na. Once you notify us and provide us with a complete set of the necessary information and/or documents that we request, we will do the following:
\n(a) We will conduct an investigation and determine whether there has been an Unauthorized Transaction.
\n(b) Lazada will acknowledge the investigation within 5 working days from the date where all necessary information and/or documents were received by us.
\n(c) We will inform you of our decision once we complete the investigation.
\nb. If we determine that the Unauthorized Transaction is one which qualifies for Lazada Payment Protection, we will credit the full amount of the Unauthorized Transaction. You receipt of the reimbursement amount is also dependent on your bank and/or our payment partner’s processing timelines, where applicable.
\n*Where successful, Lazada will provide the reimbursement up to a maximum value of USD500 per claim and per user.
\nc. If we determine that the Unauthorized Transaction is one that does not qualify for Lazada Payment Protection, we will send you an email to notify you of our decision which shall be final and conclusive.
\nd. Lazada will also not reimburse you if you have received or qualify for reimbursement or compensation from the operator of the payment method (e.g. if your bank has refunded you for the same transaction) or other relevant third parties.
\n1.4 Scope of protection
\na. The following types of transactions are excluded from the scope of coverage of our Lazada Payment Protection Policy:
\n(a) Disputes of genuine transactions taking place on the Lazada platform, such as non-receipt of the item you have purchased;
\n(b) Where we determine that there has been fraud or negligence on behalf of the Customer. For example, if we determine that you have wilfully provided your account credentials to third parties, have acted fraudulently or have failed to take all steps and precautions in protecting your account, or where you own actions caused or contributed to the Unauthorized Transaction;
\n(c) Where we determine that you have a proven track record of engaging in and/or abetting fraudulent activity and/or disputes of unauthorized transactions;
\n(d) Where the Unauthorized Transaction took place under unforeseeable circumstances, including but not limited to natural disasters, outbreak of war, terrorist incidents, and civil unrest, which are beyond Lazada’s reasonable control;
\n(e) where an Unauthorized Transaction occurs due to any terminal or system being compromised by events such as, but not limited to, hacking attempts, bank system upgrades or malfunctions, and telecommunication downtimes, of which you had prior knowledge before the Unauthorized Transaction occurred.
\n(f) Compromises arising from 3rd party partners: The Unauthorized Payment was the result of a compromise by 3rd party platforms or other partners such as a partner bank.
\n(g) Any regulatory or legal restriction that prevents the reimbursement to be made to the Customer.
\n(h) The funds have been reversed from the merchants to the buyers through other ways, such as refund or chargeback, etc.
\n(i) Fail to provide all required information / documents within stipulated timeline
\n(j) Transactions on users' device/environment are trusted and verified by the LAZADA internal system as a genuine transaction.
\n(k) Where user's mobile phone is rooted or jailbroken
\n(l) When user's mobile application is not updated to the latest version
\n(m) Where the user's Lazada app is obtained from sources other than recognized and trustworthy platforms. Legitimate sources typically include, but are not limited to, the App Store, Google Play Store, Huawei AppGallery, and Vivo App Store.
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