Lazada Vietnam, the operator of retail site lazada.vn, has refunded a customer that unknowingly bought a refurbished iPhone 5 from a seller on its platform. Lazada Vietnam also terminated all activities of the seller, The Gioi Online 360, penalising the violation of the site’s policy forbidding the trading of refurbished products.
Following the complaint to Lazada Vietnam that the product was not 100 per cent new, as it was advertised, Lazada temporarily suspended the seller to carry out an investigation. The results showed that the iPhone 5 really was a refurbished product, so on April 13 Lazada Vietnam’s customer services department contacted the customer and refunded him, as well as terminated the seller’s activities.
According to Lazada’s marketing director Le Xuan Long, the incident came about without the company’s intention due to one-sided violation from its merchant. “Lazada Vietnam has done a thorough investigation to address the incident,” he said, adding that the company also timely terminated the violating merchants forever.
Long said Lazada continuously strived to bring the best shopping experience to customers and always puts customers’ rights at the core of all its activities. Therefore, if any doubts arise as to the products legality, origin, and whether they are counterfeit, customers can contact the customer services department to have an investigation carried out and can expect the company’s full support.
“After this incident, Lazada hopes that shoppers will help us detect products and sellers in violation, by giving us feedback,” he said.
Established in 2012, Lazada Vietnam now has 3,000 sellers providing 500,000 products in 13 different categories. In a recent interview with VIR, CEO Alexandre Dardy said the company was seeing a rapid adoption of e-commerce by Vietnamese consumers and that it was excited by the prospect, and remains committed to continue serving Vietnamese consumers, developing the domestic e-commerce ecosystem, and further growing its online shopping marketplace.