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Late Shipment to Destination *(especially East Malaysia)

What does this means?

Parcels is in transit to destination but no update at tracking page for too long (more than 5 working days)

What do you need to do?

Check with customers if they have received the parcel. Sometimes it might be parcel delivered but shipment company has not updated to tracking page.
If confirmed that customers are not receiving the parcel, contact ZTO (Hotline : 60129518808) / PosLaju (Hotline: 1300-300-300) to check the status.
Request a report number/ ticket number from ZTO.
Follow up with ZTO/ PosLaju with phone call or email method.
If the order exceeded SLA delivery time and get cancelled by marketplaces or customers, please refer to the guide below.

Order Cancelled Due To Late or Failed Delivery

What does this means?

In the event order is cancelled because the parcel took too long ( more than 14 days ) to reach the buyer.
The parcel has not reached the buyer

What do you need to do?

Login to Kumoten, go to the My Order page
Search the order and click the icon at the "action" column.
In At the bottom right, click Request for After Sales Support button
Upload the necessary documents.
We need to work together to make this work. While on our side we will request courier company to divert the parcel to us, sometimes many things could happen. Please help us monitor the parcel movement and ensure it is not delivered to buyer.
If the parcel has reached the buyer, please arrange the parcel to be delivered to Kumoten office.

What you will get?

If everything is in order, we will request the courier to divert the parcel to Kumoten.
Once we receive the parcel, we will refund the order amount to you.

Terms and Conditions

Refund will only be credited to your Kumoten account not bank account.
Refund will be processed once we received the parcel. Unless the parcel is lost in transit while on its way from Kumoten to buyer.
The item must not be opened, used or damaged.
The cost of sending the parcel back to Kumoten shall be borne by Seller.

Order Cancelled by Buyer

What does this means

There could be 2 scenarios here:

Order not yet shipped out but buyer cancelled shortly after ordering
Order already shipped out but buyer cancelled

What you need to do

Go to the Kumoten order page
At the bottom right, click Request to Cancel or Request for After Sales Support button
Upload the necessary documents.
We need to work together to make this work. While on our side we will request courier company to divert the parcel to us, sometimes many things could happen. Please help us monitor the parcel movement and ensure it is not delivered to buyer.
If the parcel has reached the buyer, please arrange the parcel to be delivered to Kumoten office.

What you will get

If order not yet shipped out, the refund will be approved soonest possible.
If order has been shipped out and everything is in order, we will request the courier to divert the parcel to Kumoten.
Once we receive the parcel, we will refund the order amount to you.

Terms and Conditions

Refund will only be credited to your Kumoten account, not bank account.
Refund will be processed once we received the parcel. Unless the parcel is lost in transit while on its way from Kumoten to buyer.
The item must not be opened, used or damaged.
The cost of sending the parcel back to Kumoten shall be borne by Seller.

How to Divert Parcel

What you need to do (ZTO)

Contact ZTO to hold parcel and make sure it is not delivered to the old address.
Inform ZTO to hold and return parcel to HQ warehouse.
If parcel cannot be on hold, please inform customer to reject parcel.
If the parcel has reached the buyer, please arrange the parcel to be delivered to Kumoten office.
Always keep track of the tracking status.

What you need to do (PosLaju)

Contact PosLaju to hold parcel and make sure it is not delivered to the old address.
Inform PosLaju of the new address.
If the parcel has reached the old address, please arrange the parcel to be delivered to new address.
Always keep track of the tracking status.

Change Address ( From Office Address to Home Address )

In case you need to change the delivery address, we can assist you.

What you need to do

Please fill up this form.

We need to work together to make this work. While on our side we will request courier company to divert the parcel to us, sometimes many things could happen. Please help us monitor the parcel movement. If parcel has reached the old address, please contact our customer support.

Lazada Compliance Penalty

What this means

You may receive email from Lazada notifying you that the product you uploaded violated Lazada Compliance Policy. In some cases, penalty points were issued.

What you need to do

Please fill up this form.

We will generate an appeal letter. Please upload this appeal letter in the Lazada Growth Center.

Updated on: 19/05/2021