Forum: Why should customers lose money when platforms cancel orders?

I recently used a legitimate third-party gift voucher to purchase three items on Lazada. The voucher value was allocated across the three orders, with a small balance paid by card.

Lazada subsequently cancelled the largest order because it was unable to collect the oversized package from its own seller. Why was a product listed and sold when Lazada’s logistics network could not handle it?

More concerningly, Lazada refunded only the small card payment. It refused to restore the voucher value allocated to the cancelled order because the same voucher had also been used for the other two active orders.

The amount involved is secondary. The broader concern is whether this policy could result in consumer value being retained across many platform-initiated cancellations. A platform’s internal policy or technical limitation should not become the customer’s financial loss.

Sandeep Krishnamani