Total voucher scam
I am writing to lodge a formal complaint regarding the forfeiture of unused voucher value following a supplier-initiated order cancellation. I used a $100 Lazada voucher across two orders that were checked out at the same time. The first order, amounting to $43.40, was successfully fulfilled. The second order, a dish rack priced at $61.93 (to which $58.80 of voucher value was applied), was cancelled by the supplier due to product discontinuation. When the second order was cancelled by Lazada, I received a refund of only $0.65. As such, the $58.80 portion of the voucher applied to this order was never realised by me. I contacted Lazada customer service multiple times regarding the reinstatement of the unused $58 voucher value. The customer service officer, Nabila, stated that she was the senior agent with final authority and refused escalation or to provide a reasonable resolution, citing general voucher terms and conditions. She further stated that my case fell under “partially refunded or redeemed” orders and cited an internal policy that vouchers or gift cards cannot be revalidated once partially redeemed, as shown below. This classification is factually incorrect. The order was not partially refunded; it was fully cancelled by the supplier. The transaction to which the $58 voucher value was applied was voided in its entirety due to supplier-initiated cancellation. I respectfully submit that the cited voucher terms do not expressly address supplier-initiated cancellations and are intended to prevent misuse or abuse arising from customer-initiated cancellations. In this case, the transaction for which the $58 voucher value was applied was cancelled through no fault or action of my own. Treating this voucher value as “consumed” results in Lazada retaining value without supplying goods or services, which is inconsistent with fair trading principles. Furthermore, the explanation provided by Nabila on 20 January 2026 stated that the policy applies “starting immediately.” This policy was not part of the voucher terms at the time of use and should not be applied retroactively. My order was made on 31 Dec 2025 and cancelled by the seller on 1 January 2026, prior to the said policy commencement date, and therefore, this policy does not apply to my case. I am not requesting a refund of a consumed voucher or a revalidation of the original voucher. I am requesting reinstatement of the voucher value that was never realised due to supplier's non-performance. As a reasonable resolution, I am requesting reinstatement of the unused $58 voucher value in any appropriate form (voucher reissue, discount code, wallet credit, or equivalent). I request that this matter be reviewed by the complaints or resolutions team with authority to override frontline policy decisions.