Thank you for your amazing support during the 11.11 Lazada One Day Biggest Sale! We want you to have a smooth shopping experience and would like to provide you some essential information here you may find useful. Here are some scenarios you may encounter:
1) I cannot see or select my preferred bank, what happened?
This could be due to the bank(s) undergoing maintenance period. Please try again when maintenance time is over. If this occurs outside the stated maintenance period, we also advise that you refresh the page and make another attempt.
RHB online banking & debit card: 11:59pm – 00:11am
Bank Rakyat online banking & debit card: 11:59pm – 12:31am
Bank Simpanan Nasional online banking & debit card: 11:59pm – 12:16am
Public Bank online banking & debit card: 11:59pm – 12:30am
2) What can I do when I see ‘Bank Processing’ status for my order(s) within ‘To Pay’ section?
If you have made your purchase using Credit/Debit card or Online Banking, you might experience ‘Bank Processing’ status when trying to place your order.
‘Bank Processing’ happens because the payment gateway(s) are congested from the high volumes during the sale. At this point, your order is unconfirmed and the available stock is NOT reserved to you.
Below are 2 options for you:
Option 1: Place a new order and then cancel the duplicate
You may place a new order for the same item(s) with another payment method (we highly recommend to use the Lazada Wallet!). Once the new order is successful and status shows ‘Paid’ in My Orders page, proceed to cancel the duplicated order that is still stuck at ‘Bank Processing’.
How to cancel in three easy steps:
Step 1: In My Orders page, click the ‘Cancel’ button
Step 2: Select the ‘Duplicate order’ as your cancel reason
Step 3: Click Submit to proceed
Option 2: Re-attempt the payment
For orders that are stuck at ‘Bank Processing’, you will be able to make another payment attempt. This feature allows you cancel the current payment and submit again, without affecting the order request you made. Unlike in Option 2, this removes the need to create a new order.
Step 1: Proceed to the order stuck at ‘Bank Processing’ at My Orders
Step 2: Click on the ‘Pay Now’ button
Step 3: In the pop-up that you will see, select the ‘Cancel current payment’ box to enable ‘Pay Again’ button
Step 4: After clicking on ‘Pay Again’, choose a different payment method (we highly recommend to use the Lazada Wallet!)
Step 5: Proceed by clicking on ‘Pay Now’
Now that you have made an extra attempt to pay, if it still remains at ‘Bank Processing’, we strongly recommend that you patiently wait. As soon as your order has been confirmed by the bank and your payment is processed, order status will move to ‘Paid’.
3) What does it mean when my order status is ‘To Pay’
This status means that you have not completed the payment yet – no funds have been deducted from your account. Please hurry and do it before the stock runs out! Click on ‘Pay Now’ and proceed to complete your payment. If you have sufficient balance in your Lazada Wallet, we recommend that you top-up the wallet and pay as it would give you the best chances of success during the shopping rush.
