About Lelong’s Buyer Protection Program
- Reimburses buyer the full purchase price of the item plus original shipping cost if buyer did not receive the item. Now you can shop with confidence.
- Covers only purchases from Lelong qualified sellers (those that display the BPP icon) at the time of purchase.
- Buyer must be an IC or HP verified member of Lelong.my at the time of transaction.
- Minimum price of each purchase to qualify for the claim is RM100.
- Maximum compensation is RM1000 for each transaction.
How does the Lelong’s Buyer Protection Program work?
If you made a purchase at Lelong from a BPP qualified seller and did not receive your item, try to contact the seller to resolve. Often it is just a miscommunication or misunderstanding problem. If it is still unresolved, follow the steps below to make a BPP claim.
- To process a claim, you need to submit the following documents no later than 60 days from date of when a claim file is opened:
- The fully completed and personally signed Buyer Protection Program form.
- Police report must be filed. The backup copy of the police report – photo copy or scan copy. (Compulsory)
- Proof of payment for the item.(Bank-in slip, ATM transfer slip, slip transfer Maybank2u / CIMB CLICKS, etc)
- Emails communication / SMS with the seller.
- Any other information or documents reasonably required by Lelong.
Lelong reserves the right to make a final decision at our sole discretion on any claim and make changes to this policy from time to time as it deems fit.
Lelong’s Buyer Protection Program Policy
The following are the requirements to be eligible under Lelong’s BPP:
- Buyer who is IC or HP verified.
- The buyer has purchased an eligible item in good faith from the qualified sellers and never received the item.
- Purchase is made from a seller with a BPP logo.
- Minimum price of the purchase is RM100.
- Transaction must be recorded under Lelong system
- Paid for the full amount of the item with one payment. Items purchased with multiple payments, such as deposit followed by a final payment are not eligible.
- The excess amount above the listed price paid by the buyer is not covered.
- Used one of the following payment methods to the seller:
- Direct payment to Seller (ATM/Bank Transfer/GIRO)
- Lelong Payment System
- Paypal
(Lelong’s BPP is not available if you have paid using payment methods not specified in this policy)
- Initiate the claim no sooner than 30 days and no later than 90 days from the payment date.
- Buyer has to make a police report before submitting the claim to Lelong.
- At the time of initiating the claim, buyer must at least have already updated proof of payment in our system.
- Compensation is made only to bank account of the same name as the Lelong registered user name.
- There is a limit of filling one claim per month with a lifetime of three claims per buyer.
- All lifetime 3 claims are refer to transaction involving 3 different and unrelated sellers.
- Lelong shall have sole discretion to make all final decisions on any claim.
What is not cover by Lelong’s Buyer Protection Program?
The following purchases are not covered:
- Items that violate our prohibited or restricted items listed.
Click here to view list.
- Items that are posted under "For Sale" and "Iklan Ekspress".
- Items listed or that should be listed in these categories:
- Cars & Transport
- House & Property
- Job & Freelances
- Rental, To Let & For Hire
- Services
- Ticket
- Travel, Tours & Hotel
- Buyer makes the payment to the seller before the auction has ended or before seller confirmed the order even though there is a transaction record under Lelong’s system.
- Purchases where you have been compensated by a third party, such as PayPal, courier company etc.
- Items that are returned or lost due to error in shipping address provided by you to our system, including being returned for undeliverable as address, refused or unclaimed.
- Items lost during shipment.
- Items damaged during shipping.
- Item received is not same as advertised.
- Non-physical purchases such as ebook, software, game points, online game tools etc.
- Buyers’ remorse
- We do not cover for any claim against seller, if the seller unable to deliver products or services due to the following reason:
- Flood
- Fire
- All Natural Disaster
- Bankruptcy / Business Failure
How to Qualified as BPP Seller?
All store members who have been pre-qualified by Lelong.my would have a "BPP" logo attached to their User ID. Qualification of sellers BPP is free at the moment.
Here's list of our BPP seller!
Minimum Requirements for considerations:
- Must be store member.
- Maintain a minimum 90% positive feedback rating.
- List only approved items at Lelong.my and the listing does not violate our rules and regulations.
- No Drop Shipping / Pre-order from oversea.
- Maintain at least 20 items (excludes "For Sale" item) in their Lelong store at any one time.
** Lelong may review your years of selling in lelong before we upgrade you to BPP.
The above are guidelines for eligibility for BPP qualified sellers.
The qualification of sellers for BPP remains the sole discretion of Lelong and guidelines for such qualification will be changed from time to time at the sole discretions of Lelong.
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