Order Dispatch and Management

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List of Updates
Content Updates Detail Related Pages Update Date
COD COD Payment Method P11 -14 29/8/2017

Rerouting Process MY has been added to rerouting countries; P30 30/10/2017

Rerouting process is for failed delivery but re-saleable
items only
The time required to arrive The requirement is changed from 7 calendar days to 5 P6, 8 24/11/2017
sortation center and being calendar days (Effective from Dec. 1)
scanned
COD Orders Sellers should check order details to ensure if COD P13 1/12/2017
orders should be shipped out or not.
Mobile Site for Order Add Mobile Site View P25 - 28 8/12/2017
Management
High Order Cancellation Adjust High Order Cancellation rate Improvement P8 24/1/2018
Rate Improvement Progress
Progress
OVL OVL Rules Adjusted P9 24/1//2018

Lazada Punishment Rules Lazada punishments about order cancellation has been P8 24/1/2018
adjusted
Seller Center Update Order Status Details P22 & P24 2/3/2018

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Content
Order Management
Notice for Order Management
OVL
Holiday Mode
COD

Order Dispatch
Order Dispatch Flow（Desktop Site）
Order Dispatch Flow（Mobile Site）
Crossborder Center Rerouting Process

Return Management
Steps of Return Management
ORDER MANAGEMENT

4
Order Management
LGS - Higher sales with lower cancellation rate boost your bottom line

All Crossborder sellers use LGS to dispatch orders by default.

The benefits of using “Lazada Global Solution” (LGS) and… …direct impact on your sales

1 5
Significant improvement on LEAD Less cancelations & lost parcels
TIME with daily injection in Southeast
• Higher % of success delivery
Asia
2 • Lower % of cancelled / non
Competitive rate cards through delivered items
CONSOLIDATION and LOCAL
FULFILLMENT VOLUMES
6 Increased sales
3 • Shorter lead time lead to higher
IMPROVED CONTROL by managing
customer satisfaction level (NPS)
hand over and volume allocation
and better operation score
through in house managed sorting
facilities at origin and destination • Customers sort by delivery time
and are more likely to find your
4 products with shorter delivery
MODULAR APPROACH enabling times
more FLEXIBLE and SCALABLE
management of partners to handle • LGS seller are eligible for special
peaks and valleys sales opportunities, e.g. flash
sales
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Manage Your Orders
Notes
ImportantWebsite:
Important links

Crossborder Track and Trace Portal; Return System

OrderProcess
Order Process

Merge or Split Orders

Timeline
Timeline
o DO NOT merge two orders in one shipment
• Order status must be updated from “Pending” to “Ready to ship” within
o DO NOT split a Bundle Order: items within a bundle cannot be split into multiple
48 hours after the order placement.
parcels.
• Do not dispatch any order that has been pending over 48 hours. Such
o To split one order into multiple parcels, select items and ‘Ready to ship’ respectively
orders will be cancelled by Lazada’s system eventually.
so as to obtain differently tracking ID and shipping labels
• Parcels must be scanned by sortation center within 5 calendar days.

Rerouting Orders (Singapore excluded)

Stock
Stockand
andPrice
Price
o Any re-saleable failed delivery products will be rerouted within 4 weeks.
• Update the stock at least once within 60 calendar days. (Otherwise,
o Unsold failed delivery products will be returned to you as usual (VN excluded).
Lazada will change the stock as “0” in the front page and customers
cannot place an order.)
Notes:
• Update Price consistently. Input product pricing in local currency. For
• DO NOT leave your personal contact to customers
product pricing and currency conversion, please refer to Pricing Model.
• DO NOT contact customers except via product page communication.
• Always contact HK PSC for support.

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Order Management
Quick View Panel

Positive Seller Rating: The ratio of total positive ratings

to total ratings from customers who have purchased and
gave comments during the last 8 weeks.
Good: > 70%
Bad: < 30%

Product Rating: Average product rating from customers

who have purchased and gave product rating during the
last 8 weeks.
Good: ≥ 4

Shipped on Time: % of items scanned by Sortation

Center within 5 calendar days during the last 4 weeks.
Good: > 90%

Cancellation Rate: % of seller-fault cancellations during

the last 4 weeks.
Return Rate: % of seller-fault returns during the last 4
weeks.
Good: < 1%

Response Rate: % of customers` questions on product

page that are answered during the last 4 weeks.
Good: > 80%

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Order Management
Notes - Avoid Order Cancellation
What leads to order cancellation?
• Sellers do not update order status from “pending” to “Ready to ship” within 48 hours after the order placement

• Packages don’t arrive at sortation center and being scanned within 5 calendar days after the order placement

• Sellers cannot dispatch orders due to insufficient stock

• Sellers do not want to dispatch due to wrong pricing

High Order Cancellation Rate Improvement Process (For sellers have orders > 10)
Scenario 10% < %Cancellation< 70% %Cancellation ≥ 70%

1. Lazada turns on holiday mode for the shop.

1. Lazada sets OVL to 50% of average orders from *W-2 2. Lazada sets OVL to 50% of average orders from *W-2
Punishment
to W-5 (Not applicable to new sellers for first 8 weeks). to W-5 (Not applicable to new sellers for first 8 weeks).

2. Sellers need to watch Training Video & submit 3. Sellers need to watch Training Video & submit
Engagement Survey (within notification Email). Engagement Survey (within notification Email).

W-2 to W-5
*Notes:
W-5 W-4 W-3 W-2 W-1 W0 - (Current Week)

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Order Management
OVL

OVL is the maximum daily

number of orders that you are
allowed to receive.

Seller Type Definition OVL

Bad Performance ➢ > 10 orders per week ➢ 50% of average orders from w-2 to w-5
Sellers ➢ And, average cancellation rate from W-2 to W-5 > 10%
Normal Sellers ➢ Other sellers ➢ Sufficient OVL

Notes: It does not apply to new sellers for the first 8 weeks

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Order Management
Schedule holiday period flexibly

1 Click Shop Name > Profile

2 Choose “General”

3 Activate/ Deactivate Holiday Mode

• Holiday Mode enable sellers to schedule holiday
period flexibly, avoid order cancellation, and keep
a good operation score.
• Holiday Mode is suggested to use for a period longer
than 2 business days (excluding local public
holidays); because offline shop for long may influence
customer traffic.

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Order Management
COD Payment Method
Why should I enable Cash on Delivery option for customer?
COD unlocks sales potential of previously inaccessible customers!

30%-95% of all orders in SEA are paid with COD* Triple your sales

• Cash on Delivery is the prevailing payment method in South East
Asia: Customer pay for products only upon delivery in cash!
• More than 55% of all transactions (even more in PH, TH & ID) on
Lazada in SEA are paid via Cash on Delivery! So far these customers
were inaccessible for you!
• Enabling your shop for Cash on Delivery and accessing ALL
customers in South East Asia can easily more than triple your sales!
• Uplift was proven in all countries and ranges between 150% and
350% by country pilot with selected sellers!

+150%-350%
Sign up for Cash on
45% Delivery, access ALL
customers in South
East Asia and boost
55% your sales!

Cash on Delivery Customers (NEW!)

Prepaid Customers
Sales without COD Sales with COD Unlocked
*Singapore excluded
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Manage Your Orders
COD Payment Method
How does Lazada support me with Cash on Delivery?
Lazada provides hustle free COD fulfilment service

Main challenges for Crossborder Cash on Delivery? How does Lazada help to address these challenges?

• Failed deliveries! Around 5-10% of all orders cannot reach the
customer and can thus not be fulfilled!
• Rerouting! Should another customer order a product, that is
currently still with Lazada in local country as a failed delivery, Lazada
fulfills the order on your behalf! Free of charge for you. Within 4
weeks Lazada is able to resell approximately 65% of your previous
failed deliveries! Effective failed delivery rate becomes <2-5%!

• Complex Returns! How does a failed delivery go all the way • Consolidation and free returns to your Warehouse! After
back internationally to sellers crossborder Warehouse? consolidation of the remaining unsold failed deliveries, Lazada will
ship these items back to you completely Free of charge within usual
reverse logistics SLA (60 days)!

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Manage Your Orders
COD Payment Method

How could I check if the order should be shipped out with Cash on Delivery?

1. Click Order Nr. to check details of the order.

2. Check “Retail Price” column.

• Ship out if the amount for each item is equal
to the final selling price you set.
• If it is not, please contact HKPSC.

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Manage Your Orders
COD Payment Method

What else do I need to know about COD?

Q1: Are there any extra charges related to enabling Cash on Delivery for my customers or to rerouting?
A1: No, this additional service is completely free of charge you. No extra costs for Cash on Delivery or rerouting!

Q2: Do I need to process Cash on Delivery orders in a different way?

A2: No, you process Cash on delivery orders completely similar to all other Lazada orders. No further changes required!

Q3: When do I get paid for COD orders?

A3: Similar to Lazada’s standard payout process you get paid on delivered items via the weekly payout cycle.

Q4: Will payment fee be applicable for COD orders?

A4: Similar to all other orders, there is 2% payment fee (gateway charge, not by Lazada) on COD orders.

Q5: Where can I find more details about the rerouting process? What do I need to do with rerouted orders?
A5: Lazada fulfills orders on rerouted items from prior failed deliveries independently on your behalf. For details: Rerouting Process and Seller
Guideline.

Q6: Can I keep my items longer or shorter than 4 weeks in the Lazada Crossborder Center?
A6: No, all items are kept for four weeks in the Center, this is standardized across all sellers. Lazada does not change its usual return logistics
SLA of 60 days.

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Order Management
Daily Order/Sales Statistics

How to check daily order/sales statistics:

Seller Center Analytics Sales Report Orders or Sales Choose statistic cycle

Optional statistic cycle

Choose cycles to compare

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ORDER DISPATCH

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Manage Your Orders
Process

Click on “Orders” “Manage Orders”

“Pending”
1
1 • New order appears as “Pending” order in
Seller Center, and wait sellers to
dispatch

2 “Ready to Ship”
• Update order status to “Ready to Ship” in
Seller Center within 48 hours (excluding
weekends and national holidays)

3 “Shipped”
• “In Transit”: The parcel has been 2
scanned at the sortation center
• “Shipped”: The parcel arrives in the
destination country
• Do not click “Delivery Failed” under
Action column
Don’t click! Otherwise, your
4 • Once customer receives the parcel, Seller 3
order will be cancelled.
Center order status will be updated as 4
“Delivered”
• Only after “Delivered” status, payment will
be triggered

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Order Dispatch (Desktop Site)
Update Order Status [Pending -> Ready to Ship] 1/3
Choose only one order that you are going to dispatch at a time.
• Do NOT consolidate orders: you cannot use the same tracking ID twice and we will not be able to trace your consolidated
order which might get cancelled

OR

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Order Dispatch (Desktop Site)
Update Order Status [Pending -> Ready to Ship] 1/3

If you wish to split one order and send out as

multiple packages – Select items that will be
shipped in EACH package

➢ You must generate separate Labels and

Tracking numbers for each package.
You may not use the same tracking Shipped
Item 1
number more than once in Seller Center.
➢ Mark the items you wish to ship together
➢ Click “ready to ship” when you are done
with selecting your items
Shipped
Item 2

Not
Shipped
Item

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Order Dispatch (Desktop Site)
Update Order Status [Pending -> Ready to Ship] 2/3
1 Sortation Center LGS code
CN - Shenzhen LGS-FM40
CN – Yiwu LGS-FM41
HK LGS-FM42
KR LGS-FM43
• Choose the correct shipping Code > Click “Create package”

2 • Tracking ID will appear automatically

eg: LZD40xxxxxxxxxxxMY means parcels to be delivered via
Shenzhen Sortation Center to MY.
• Enter any invoice number, and click “Save invoice ID”

3 • Click “Ready to ship”

• This order has been successfully “Ready to
Ship”, and will immediately show in “RTS” tab.

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Order Dispatch (Desktop Site)
Update Order Status [Pending -> Ready to Ship] 3/3

• Make sure the order moved from “Pending” tab to “Ready to Ship” tab.
• You should tick the orders and print out shipping label & invoice in “Ready to ship” tab
• You can double-check the tracking ID by clicking the order numbers in “Ready to Ship” tab.
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 Order Dispatch (Desktop Site)
Automatic Order Status Update: [Ready to Ship ->Shipped]
• The order status will be updated from “Ready To Ship” to “Shipped” automatically once the parcel arrives at the
destination country.

Seller can always click

Order Nr. to check the
order’s status

*ID, PH
Strictly Confidential and VN only. MY, TH, SG please see Page 24. 22
Order Dispatch (Desktop Site)
Automatic Order Status Update: [Shipped -> Completed]
Among the status in “Completed” tab:

➢ Delivered – Orders confirmed to be

delivered to customer show up here.
*Lazada will do financial reconciliation only
for the orders under “Delivered” page on the
following Friday.

➢ Cancelled – Orders cancelled by customers,

sellers or Lazada.

➢ Delivery failed – Orders failed to deliver to

the customers due to consignee not at home,
impossible to reach consignee, or wrong
consignee information.

➢ Returned – Orders returned by customers.

Notes: For orders that have been updated as “Delivered” in Week 1, LGS shipping fee will show in Account Statement in late Week 2, and
charged in Week 3`s Friday.

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Order Status Details Update (Applicable for MY, TH, SG)
• Item history will list more item logistics statuses
• If main item status is "Delivered", sellers need not care about
return item history, as sales revenue would not have been
deducted
• If main item status is "Returned", then sales revenue would
have been deducted
• Order header would display Lazada sponsored discount
and Seller sponsored discounts separately.
• Lazada sponsored discounts are voucher coupons, rebate
discounts or cart rule discounts that provided to customers by
Lazada.
• Seller sponsored discounts are bundles and vouchers
provided by sellers.

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Order Dispatch (Mobile Site)
Update Order Status [Pending -> Ready to Ship] (1/3)
Choose the order to RTS under “Pending” Click “Ready to Ship” Select items that will be shipped

No. 123456780 No. 123456780

123456780

80.50 RM

Donna Wong

+60121212129

123456781

80.50 RM

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Order Dispatch (Mobile Site)
Update Order Status [Pending -> Ready to Ship] (2/3)

Choose the correct shipping Code Tracking ID will appear automatically Enter any invoice number

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Order Dispatch (Mobile Site)
Update Order Status [Pending -> Ready to Ship] (3/3)

Click “Ready to Ship” > Select the order Slide down and click “Print” Print out shipping label & invoice

999999999

999999998

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Order Dispatch (Mobile Site)
Update Order Status [Ready to Ship -> Shipped -> Completed]
Ready to Ship Shipped
The order status will be updated from “Ready
To Ship” to “Shipped” automatically once
the parcel arrives at the destination country.
Completed
You can use filter to check
“Delivered”, “Cancelled”, “Delivery
failed” and “Returned” orders.

399999999
799999999 599999999

899999999 499999999
699999999

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Order Dispatch
Track and Trace the Orders

How to Track and Trace the Orders?

➢ Link of Track and Trace Portal：https://crossborder.lazada.com/
➢ Enter ID and Password
o ID: Malaysia Seller Center Login Email
o Password: For first time users, please click on “Forgot Your
Password?” to reset your password, and log in with this password
after.

➢ Under “Scanning Report”, please use the following functions

to download order tracking reports:
o By Date Range
o By Tracking Number
o By Upload CSV

Please refer to Corssborder Track and Trace Portal for details.

Actual weight measured Date of scanning at the
by sortation center sortation center and the status

➢ Within the Report

o Column “F” - ”Ready for 3PL Pick Up Date” shows the date
of scanning at the sortation center；
o If column “F” has time shows there, it means the order has
been received and scanned by sortation center already.

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Crossborder Center Rerouting Process
Only Singapore excluded
What is Rerouting Process? Benefits of Rerouting Process

• Lazada opens Crossborder Center in local ventures in order to • Lazada takes care of your failed deliveries products and reroutes them to your
reroute failed delivery but re-saleable items. customers, while items are still in transit in local ventures – Fulfilled by Lazada, 100% free
• Rerouting rule: Failed delivery but re-saleable items are consolidated of extra charge and hassle free for you!
at the Crossborder Center for 4 weeks. If your item is repurchased
• Unsold failed deliveries products will be returned to you as usual (VN excluded)!
during this period, it is shipped directly from Crossborder Center and
the sale is attributed to your account. • No extra shipping fee for items ship from the local Crossborder Center.
• Details please see Crossborder Rerouting Process First Order (Failed Delivery) Rerouted (Repurchased) Order
Shipping Fee Charged Not Charged
Payment Fee Charged Charged

Process Before vs. After

Before After
Rerouting? No Yes

Failed deliveries consolidated for 4 weeks in

All failed deliveries return back to
Failed Deliveries CB Center and available for resell during this
sellers.
period. If not sold, returned back to seller.

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RETURN MANAGEMENT

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How to Manage your Returns
To manage return, go to “MANAGE ORDER”,
click on “COMPLETED” > “RETURNED” > “Order Number”

• Check more information on Lazada

Crossborder Return Process and Policy 4

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Related Files

Please login to Lazada University and download the following files：

• Pricing Model
• Lazada Crossborder Rerouting Process
• Lazada Crossborder Return Process and Policy
• Crossborder Track and Trace Portal

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Thank you