SETTLEMENT PAYMENT IN LAZADA

1. Introduction
1.1 Company
Lazada Group is an e-commerce company which provides a variety of products and services to their
customers. Lazada Group has a change from the initial business model by selling their inventory from
their own warehouses transformed to a marketplace model which is they allowed third-party retailers to
sell products on Lazada’s platform. The transformation of business model is very important for Lazada’s
management to expand their platform and market. The increment in variety of products has increased the
sales of Lazada and attract more new customers to purchase.
Lazada Group was founded in 2012 by Rocket Internet in Singapore with the clear intention of
building the business model of Amazon.com in Southeast Asia to grab the tempting online consumer
market. Lazada is the top online shopping and selling website in Southeast Asia, it has a total of 155,000
sellers and 3,000 brands serving 560 million consumers in the region through its marketplace platform
and unsurprising the gross amount are still increasing steadily, supported by a wide range of tailored
marketing and service solutions they are present in Indonesia, Malaysia, the Philippines, Singapore,
Thailand and Vietnam.
In 2016 Alibaba invested US $1 billion to control a majority interest, followed by an additional US$2
billion, bringing the ownership to more than 90 percent. As a result, Lazada became one of the Alibaba’s
biggest overseas investment, especially, in the Southeast Asian region.
Many considers Southeast Asian region a lucrative market comprises of new growth opportunities,
where its internet economy fueled by the growth of e-commence is expected to rise to US$200 billon by
2025.  
1.2 The impact of payment system on the business
Ecommerce transactions on mobile are yet to fully take off in Southeast Asia. Online retail giant
Lazada stands out because its mobile app is intuitive and boasts strong customer service.
As the pioneer of the e-Commerce ecosystem in the Southeast Asia, Lazada offers the widest
range of products in categories from consumer electronics to household goods, toys, fashion, sports
equipment and groceries. Lazada put focus on delivering an excellent customer experience, it does offer
different payment methods including cash-on-delivery, online banking and it also provide
comprehensive customer care and hassle-free returns through its own delivery arm supported by
different types logistics partners. Lazada commands the lead in Southeast Asia e-commence platform.
The main driving force centers on the sheer population size in the region which is home to
millions of first internet users that have adopted online shopping.  Due to the internet and mobile phone
penetration, Lazada positions itself to lead in the online shopping within the region, where 90% of
Lazada shoppers use cellphones to transact their purchases
1.3 The Objective
After anlyzing the overview about the Lazada, the purpose of the report is to
Definite the curent payment systems of the Lazada
Find out the way it could be improved.
Applying the knowledge in practice and life

2. Payment process
In this part, payment process would be analyzed by dividing and exploring two types of product offered
by Lazada. In the platform of Lazada application at present (Dec,2020). We could be divided Lazada
into two types: Physical product (Figure 1) and Digital product (Figure 2). To make sure the report
would be easy to understand deeply, each type of product is going to be explained in the following order
based on the difference of payment methods.

Operation description.
How its payment process is carried out?
2.1

Figure 1: Physical product

2.1 Figure 2: Digital product
Physical product Analysis
1.1.1 Operation description
What is it?
Due to the description conducted from a document (Seller center, Lazada, 2019), Physical
product is a product which can be touched and tangible. They are provided for all shops in the Lazada
platform. With such property, Products would be purchased and shipped to customer who are using the
Lazada App.
How to make a purchase for product?
In the customer’s page, a Lazada would be easily requested with following steps.

Searching
Searching an item you wish to buy

Choose
Choose from the search results and tap Add to cart

Shopping cart
Once finalized, Click the Shopping cart icon to view items on Cart

Check Out
Select the items you wish to order and click “Check Out”

Place order
Review your order details before clicking on “Place Order”

Payment order
Select Payment Method

Confirm
A confirmation should appear once order has been successfully order

How is a payment formed?

According to the definition in the textbook (Masashi Nakajima, 2011), a payment is an action in
which a buyer funds when receiving a product. Therefore, in the context of using the Lazada App
particularly in physical product, the payment is recorded at the time:
(1) When the product is delivered to customer.
(2) The customer accepts the purchase and pays for this product.
Depending on the chosen payment method of the client, the statement (2) may happen earlier than (1).
This would be explained in more detail in the next parts.
 1.1.2 Payment order
As we all know, payment order is a message to the payment systems requesting the transfer of funds to
the payee and is also called payment instruction or payment message in each payment process. In the
case of physical product in Lazada App, each payment order is generated by a successful purchase is
explained in the table below.
Table 1. How a payment order is established in Lazada app.
Cas Payment Time of Means of
Payer Payee Amount
e Method recording recording
S1 COD -When client Lazada APP Custome Shipper P1
makes a r
purchase
-The product is APP: The Shipper Lazada P1
received by must confirms that Shipper
customer the product is
delivered
APP: Customer
-After each agree to accept the Seller (98% - x)*P1
successful product by Lazada
purchase pressing in the
“Accept Purchase”
S2 Credit -When client Lazada APP Custome Lazada P2
card/Debit makes a r
card purchase
-When the APP: The Financial F
product is Financial Firms Lazada Firms
ordered confirm the order
has been paid Seller (98%-x)*P2
-After each APP: Customer Lazada
successful agree to accept the
purchase product by
pressing in the
“Accept Purchase”
S3 e-Wallet - When client Lazada APP Custome Lazada P3
( ZaloPay, make a purchase r
Momo ) - When the APP: The e-Wallet E-wallet F
product is confirm the order Lazada
payment via e- has been paid
wallet
- After each APP: Customer Seller (98% - x)*P3
successful agree to accept the Lazada
purchase product by
pressing in the
“Accept Purchase”
P1, P2, P3: The price required for each product
F: Fee for transferring funds
x: Commission fee (Depend on of product)
2%: Fixed fee (Using platform in Lazada)
1.1.1 Clearing
Based on the information in the Table 1, accounts of each participant are summed up as follows.
Table 2. The Clearing process in Lazada APP

Case Player 1 Player 2 Net Amount

 Seller Lazada Sum (COD POs) + Sum (E-banking POs)
S1,S2,S
3
Lazada Seller -1*{Sum (COD POs) + Sum (E-banking POs)}

Shipper Buyer Price of each order

S1
Buyer Shipper -1*(Price of each order)

Lazada Buyer Price of each order

S2, S3
Buyer Lazada -1*(Price of each order)

* POS: Payment orders

1.1.2 Settlement
In this part, we’re going to explore when and how each net amount is actually transferred in the payment
system of Lazada APP.
Table 3. The Settlement analysis of the Lazada APP service

Case Player 1 Player 2 Net Amount When How

Sum (COD POs) + Weekly
Seller Lazada Bank-related settlement
S1, Sum (E-banking POs) (Fig.3)
S2,
S3 -1*{Sum (COD POs)
Lazada Seller + Sum (E-banking Per order Bank-related settlement
POs)}

Shipper Buyer Price of each order Per order Cash settlement

S1
-1*(Price of each
Buyer Shipper Per order Cash settlement
order)

Lazada Buyer Price of each order Per order Bank-related settlement

S2,
S3
-1*(Price of each
Buyer Lazada Per order Bank-related settlement
order)

* POS: Payment orders

 Figure 3: Settlement Cycle

1.2 Digital Product Analysis

Operation description
Due to the description conducted from a document (Digital Product, Shopify Blog, 2019), Digital
product is an intangible asset or piece of media that can be sold in Lazada platform. These products
often come in the form of code or SMS (E-book, Voucher, Mobile code, …)
How is a payment formed?
Similar to the process physical product, A digital payment is recorded at the time:
(1) The customer pays for this product
(2) The product is delivered to the customer within 24 hours by SMS.
1.2.1 Payment order
Due to the nature of intangible products, the payment order generated in this case could be explained as
follows.
Table 4. How a payment order is established in Lazada app.
Cas Payment Time of Means of
Payer Payee Amount
e Method recording recording
S1 Credit -When client Lazada APP Custome Lazada P2
card/Debit makes a r
card purchase
-When the APP: The Financial F
product is Financial Firms Lazada Firms
ordered confirm the order
has been paid
-After each APP: Customer Seller (98%-x)*P2
successful agree to accept the Lazada
purchase product by
pressing in the
“Accept Purchase”
S2 e-Wallet - When client Lazada APP Custome Lazada P3
( ZaloPay, make a purchase r
Momo ) - When the APP: The e-Wallet E-wallet F
product is confirm the order Lazada
payment via e- has been paid
wallet
- After each APP: Customer Seller (98%-x)*P3
successful agree to accept the Lazada
purchase product by
pressing in the
“Accept Purchase”
P1, P2, P3: the price required for each product
F: fee for transferring funds
x: Commission fee (Depend on type of product)
 1.2.2 Clearing
Different from clearing process in physical products, we only have 3 actors when conducting this part,
including seller, Lazada, buyer
Table 5. The Clearing process in Lazada App
Case Player 1 Player 2 Net Amount

Seller Lazada Sum (E-banking POs)

S1, S2
Lazada Seller -1*{Sum (E-banking POs)}

Lazada Buyer Price of each order

S1, S2
Buyer Lazada -1*(Price of each order)

1.2.3 Settlement
Different pair of payer and payee would have different settlement process, as prepared in the table 3
Table 6. The Settlement analysis of the Lazada App service
Case Player 1 Player 2 Net Amount When How

Seller Lazada Sum (E-banking POs) Weekly Bank-related settlement

S1, S2
-1*{Sum (E-banking
Lazada Seller Per order Bank-related settlement
POs)}

Lazada Buyer Price of each order Per order Bank-related settlement

S1, S2
-1*(Price of each
Buyer Lazada Per order Bank-related settlement
order)

2. Performance Analyzis
2.1 Cost Analysis
PAYMENT COST
CASE PAYER PAYEE
MODEL TIME MONEY HUMAN SOFTWARE
1 LAZADA SELLER DTNS T1 (C) 20.000 VND Lazada P2 (A, B, C)
(Each (C)
transfer from
Lazada to the
merchant)
2 BUYER SHIPPER DTNS Check 1% of unit Shipper P1 (A, B, C)
fund price and (C)
(Assume vendor
that refund (if
buyer any) but not
need 5 less than
 mins to 8000 VND
check)
3 BUYER LAZADA RTGS NO Credit card: NO P1(A, B, C)
1,818 +
1.64%*unit
price
ATM:
1.1*unit price
E-wallet:
1.5%*unit
price
Table 7. Cost Analysis of Lazada Company
Source: Financial for Sellers in Lazada
P1: Essential costs for each order like: Shipping fee, voucher from seller, seller refund …
P2: Storage and Synthesis process
A, B, C: Payment order, Clearing and Settlement respectively
T1 (C): It takes at least 3 days for transfer from Citibank to seller
From the table above, we will analyze the effectiveness for paying by cash (COD) of the relationship
between buyer and shipper and paying via bank card with online payment of the relationship
between buyer and Lazada
+ In the relationship between buyer and shopper:
It takes a little time (5 mins) for customer to check the product and pay amount of money for this
product. The cost of money on the Cost-on-delivery (COD) payment is measured by 1% of Unit price
and vendor refund. Therefore, the average cost is very low and Lazada would maximize its revenue as
well as profit.
+ In the relationship between buyer and Lazada
The payment is carried out immediately so there is no time cost. However, the cost of money for
transferroing is quite high depend on what it is. The cost range from 1.1% to 1,64% of the value of this
product. So that, the average cost is very high and Lazada’s profits would decrease.
The average cost is measured by the cost of money (MC) to the cost of time.
-----> After analyzing the strengths and weaknesses of the models, we realize that the payment model
with Cash-on-Delivery (COD) would be the best option for Lazada
2.2 Performance Analysis
EFFECIENCY
THE
MODEL THE
CASE PAYER PAYEE USAGE NUMBE SUCCESS
PAYMENT AVERAG
RATE R OF RATE
E VALUE
USERS
1 LAZADA SELLER DTNS 100% 7000 5000 USD 90%
2 BUYER SHIPPER DTNS 91% 20.000 30 USD 100%
3 BUYER LAZADA RTGS 9% 2000 20 USD 100%
Table 8. Performance Analysis of Lazada Company
Source: Lazada – Southeast Asia’s Ecommerce Leader and Driver for Global Growth
Lazada’s Last Mile: Where No E-commerce Comapny in Vietnam Had Gone Before
From the table above, we will analyze the performance for paying by cash (COD) of the relationship
between buyer and shipper and paying via card with online payment of the realationship between
buyer and Lazada.
According to the Lazada’s report, 91% of people in Vietnam often using Cash-On-Delivery (COD).
There are various reasons to explained the problem above.
Firstly, Vietnam is a developing country so people have still been used cash on transaction.
Second, The people are afraid that they can lose money and thay want to check the product before
paying .
In the ralationship between buyer and shipper:
Most people use cash payment (COD) with a transaction value of more than 30 USD. Additionaly, the
success rate is 100%
In the relationship between buyer and Lazada:
Only 2000 users ( approximately 9%) use online payment (Credit card, e-wallet,..) with a transaction
value is relatively low about 20 USD. But the success rate is so amazing ( 100%)
-------> After analyzing the performance of each model, we realize that payment model with Cash-On-
Delivery (COD) would work more effectively than of using oneline payment. Therefore, Lazada should
concentrate on paying by cash (COD)

3. Risk Analysis
3.1 Risks Scanning
Risk is anything that will hinder or prevent your organization from achieving its goals or purpose.
What is Scanning Risks?
The systematic process of collecting and analyzing information about an organization’s internal and
external envirmoments for planning, forcasting, or choosing a preferred future
Risk Scanning – Internal :
Involve cross - functional stakeholders and subject matter experts across the organization inculding:
Human Resources, Legal, Registration, Research, Risk Management,…
Risk Scanning – External:
Vendors, Payers, Professional Associations, ….

PAYMENT RISKS
CASE PAYER PAYEE
MODEL DESCRIPTION TYPE
Recording information wrongly
1 LAZADA SELLER DTNS O
about total revenue
Lazada transfers lack of money Li
Lazada transfers money late Li
2 BUYER SHIPPER DTNS Optimization: Price, Routes,… O, S
Clearing: Misstating information O, S
Customer forgot to bring money Li
Shipper pay excess money O
Shipper pay less money Li
Customer has no place of delivery O
Customer ordered but didnot
L,O
recieved many times
3 BUYER LAZADA RTGS Lazada do not receive money C
=
Credit Risk Liquidity Risk Systemetic Risk Legal Risk Operation Risk
C Li S L O

----> After scanning risks arising from the company, We will classify the above risks into five groups of
risks such as: Credit, Liquidity, Systemetic, Legal, Operation. After grading, we found that operating
risks accounted for a large proportion of the risk categories. And the problem "Customer has no place of
delivery" is considered as a regular case, thefore the profits of Lazada will decreaded and affect to the
corporate strategies in the near future.

3.2 Risk Assessment

Risk Assesment is the process of Evaluating, measuring and priortizing likely relevant events or risks
taht may materially hinder or prevent your organization from achieving its goals or purpose.
CASE PAYER PAYEE PAYMENT RISKS ASSESSMENT
 IMPACT
MODEL RISKS SCANNING
LEVEL
Recording information wrongly HA, ME
1 LAZADA SELLER DTNS
about total revenue (O)
Lazada transfers lack of money
HA, ME
(Li)
Lazada transfers money late (Li) EA, HI
Optimization: Price, Routes,…
2 BUYER SHIPPER DTNS HA, HI
(O ,S)
Clearing: Misstating information
HA, ME
(O, S)
Customer forget to bring money
NO, LO
(Li)
Shipper pay excess money (O) HA, LO
Shipper pay less money (Li) HA, LO
Customer has no place of delivery
EA, ME
(O)
Customer ordered but did not
HA, HI
recieved many times (L, O)
3 BUYER LAZADA RTGS Lazada do not receive money (C) HA, HI
Table 9: Risks Assessment in Lazada

LO MEDIUM HIGH EASY NORMAL HARD

W
LO ME HI EA NO HA
Credit Risk Liquidity Risk Systemetic Risk Legal Risk Operation Risk
C Li S L O

------->From the table above, there are some problem with hard to solve and high consequence
such as “ Customer ordered but did not recieved many times”, “ Optimization: Price, Routes,…”
and “Lazada do not receive money”. If the problem cannot be solved in the future, the company
may suffer from a loss of profits. And the remaining issues are of negligible impact.

4. Improvement Method
4.1 Reduction Settlement Amount & Time – lag
Settlement Amount

“Netting” is often used as a measure in order to reduce the settlement amount. Netting is defined as “an
agreed offsetting of positions or obligations by trading partners or participants” (BIS, 1992). Netting
reduces a large number of individual positions or obligations to a smaller number of positions.

STRATEGIES:

+ Lazada need to classify of Netting According to the Number of Concerned. Especially,

“Multilateral netting” is often conducted through a central counterparty (CPP) that is legally substituted
as the buyer to every seller and the seller to every buyer. Lazada have to transfer funds to the financial
company, the total price to the seller and Buyer also have to transfer the price of this product to Lazada.

+ Lazada need to set transaction limits is also a useful tool for each financial institution to put
restrictions on settlement amounts.
 Figure 4: Bilateral netting and multilateral netting

Time – Lag

One approach to reduce the time-lag on a settlement is to move up the day and time of the settlement. In
the Designated time settlement system, if the settlement time is moved up from the next day to the same
day when payment instructions are submitted to the system, the overnight settlement risk is diminished.

Figure 5. The concept of delivery versus payment (DVP)

STRATEGIES:

+ Lazada need to apply “Delivery versus Payment” (DVP) which is a scheme that links a Delivery, i.e. a product
transfer and a Payment, i.e. a funds transfer. By this linkage, DVP ensures that delivery of product occurs if, and
only if, a funds transfer occurs (see Figure 4).

+ If Lazada successfully apply this method, it will present such as “the product delivered, but no counter
value received” or “the payment made, but the product not received.”
 4.2 Customer Concerns – Related
4.2.1 Delayed Delivery
Perhaps the most number of complaints about delays in delivery. Most people usually buy items based
on occasions (birthday, anniversary, Valentines Day, Christmas, etc.) & Most of them do not buy things
way ahead of time and just rely on the delivery date they see on the site. This is a major problem
because fortuitous events happen and when they do, customers end up frustrated and angry. [CITATION
Laz12 \l 1033 ]
STRATEGIES:
+ For items coming from abroad, add a text reminder when the item has reached the country

+ “Preparation is Key”. Create a video to serve as a soft reminder to customers to buy gifts ahead of
time so that when there are fortuitous events that happened (heavy storm, accidents, delay in shipment
abroad), they would still have enough buffer time to resolve the problem.
4.2.2 Refund and Demage Replacement Period
Sometimes, it takes months before this is settled thus annoying customers who need the item/s urgently
or at least, need the money to buy an alternative.
STRATEGIES:
+ Constant communication is a must in order to improve customer satisfaction. Being blind to what’s
happening only increases the irritation level of a customer. Assuring them exactly what’s happening and
when they would be receiving the money or replacement item would definitely increase their confidence
level towards Lazada. It just means that they are important and treated with the highest regard.

+ Customers don’t always read instructions online so I suggest placing a FAQ brochure inside the
Lazada package so customers can act quickly if items are damaged or they receive wrong items. The
more clueless a customer is when a problem arises, the more irritable they become so the brochure
would avoid this problem and the customer & Lazada customer support team can concentrate on solving
the issue

+ Bank transfers take time and most of the time, it is the bank’s fault that why funds aren’t transferred
yet. In order for the customer not to blame Lazada for the bank’s slow action, Lazada should inform
the customer via text and email about the situation. Why not just email? People most likely open up
their phones and see private messages more than they open their emails.
4.2.3 Cancellation by Customer
It takes some time after purchase before a customer can cancel the purchase/delivery of an item. If the
customer does not have mobile wifi or does not have the time to log in later to make the cancellation,
this will be a big problem. If the item is COD (cash on delivery), this would also reduce the efficiency of
delivery as it would be a lost cause to deliver the item to a customer who doesn’t intend to buy it
anymore
STRATEGIES:
+ Cancellation can be made immediately instead of having a waiting time because customers aren’t
always online or have the luxury of time to wait for 6 hours before canceling an order.

+ If immediate order cancellation is not possible, at least put a reminder about the waiting time for
cancellation (in an attention-grabbing color or box) before the customer hits the purchase button.
By doing this, customers are immediately aware of it rather than having frustrated customers panicking
and searching the site or in google on how to cancel an order in Lazada.
4.2.4 Cancellation by Lazada
Customers are complaining that they are not informed about canceled delivery and they cannot
repurchase items because the price is no longer the same because of previous promos and discounts.
STRATEGIES:
+ If the purchase has been canceled by Lazada because of internal problems with the system or
partner/provider and it’s not the fault of the customer, a voucher with a value closest to the difference
in price should be given to the customer to appease him/her about the inconvenience and to enable the
customer to repurchase it.

+ If the cancellation was due to failed delivery attempt, take note that it should go through all allowed
number of times of delivery attempt before the order is canceled. Ensure that the customer is aware
that a final delivery attempt would be made before the order is canceled to serve as their “final
warning”.
4.2.5 Wrong Item Delivered
There are cases wherein customers buy a certain item yet they receive another item that is totally
different from the item they ordered
STRATEGIES:
+ If customer reported a switcheroo (correct box but different content), ensure that someone is in
charge of the immediate investigation and for repeat offenders (whether it be the courier or the
customer’s fault/lie), there should be a penalty or process involved to teach them a lesson.

+ The time frame should be followed and the customer should be informed via text and email
about the schedule of refund/delivery of the new item.
4.2.6 Damaged and Poor Quality of some items
STRATEGIES:
+ Get the attention and explanation of the partners/sellers who provide poor quality items. Encourage
them to ensure that items have passed Quality check before being offered online on the Lazada
website.

+ There should be strict policies concerning this as this is damaging not just the seller but Lazada as a
whole.
4.2.7 Credit card concerns like Double Payment and Credit Card Fraud
Concerns that pertain to Credit/Debit cards should be prioritized as usually, the amount is substantial. I
know that Lazada is very cooperative when it comes to this type of concern.[CITATION Laz1 \l 1033 ]
STRATEGIES:
+ Credit Card Fraud is very hard to avoid but it would help deter it by asking for a government ID and
taking the picture of the recipient of a Credit Card/Debit Card transaction. Mention that it is for
the customer’s safety. Those who use fraudulent cards can be immediately reported plus there would be
an evidence that they are the ones who received the package. Those who want to attempt to defraud
someone would think twice since their face and real name would be captured by the courier.

+ In case taking of picture is a concern, the courier can wear a helmet with an action camera
attached (for motorcycles) or the chest mount action camera for those who use delivery vans.
4.3 Website & Social Media Related.
4.3.1 Missing Images
Some items have images for a specific color but none of the other colors. Images are essential because
customers should know exactly what they are buying.
STRATEGIES:
+ Remind all partners that they have to place images of what they are selling.
+ Better yet, ensure that the system won’t accept products that do not have their own images
4.3.2 Gift service
Similar to a help center, maybe it’s possible to provide selection to the customer so they can get the best
gifts for their loved ones based on color, preference, hobby, type of toy etc.
STRATEGIES:
+ Gift card with message. This enables OFW parents/family members to give gifts to their loved ones.
+ Generate a Gift App. If a person doesn’t know what to get for a specific person, this app (cellphone
and online app) can help provide ideas with regards to gifts. Example: The app will ask the gender, age,
sports, hobbies, personality of the recipient and it would generate possible gifts

5. Conclusion

In this report, ship cod is a very popular form of shipping for Lazada, which makes consumers feel
secure about their ability to receive a product and reduces the potential loss can occur if they have
to pay in advance. At the moment, stimulating methods to persuade consumers to pay in forms
such as bank transfer and using the bank card are being invested; discount programs are applied
in many online channels. In the future, when the use of online accounts has become popular,
besides ship cod, e-commerce channels can develop other forms of payment suitable for the
market. Free ship and the optimal solution for transit time are also plus points that Ecommerce
channels should consider to create competitive advantage in the market and make it easier for
customers to approach the products.

Additionally, We also recommend some solutions to improve the settlement payment in Lazada
with the aim to reduce the settlement risk that can accept. But it’s very hard to apply this solution
to the reality but I believe that it wil carried out in the near future.

Contents
1. Introduction....................................................................................................... 1
 1.1 Company..................................................................................................... 1
1.2 The impact of payment system on the business...........................................1
1.3 The Objective.............................................................................................. 1
2. Payment process................................................................................................ 1
2.1 Physical product Analysis.......................................................................... 2
2.1.2 Payment order........................................................................................... 3
2.1.3 Clearing..................................................................................................... 3
2.1.4 Settlement................................................................................................. 4
2.2 Digital Product Analysis............................................................................ 5
Operation description......................................................................................... 5
2.2.1 Payment order........................................................................................... 5
2.2.2 Clearing..................................................................................................... 6
2.2.3 Settlement................................................................................................. 6
3. Performance Analyzis....................................................................................... 6
3.1 Cost Analysis............................................................................................... 6
3.2 Performance Analysis................................................................................ 7
4. Risk Analysis..................................................................................................... 8
4.1 Risks Scanning............................................................................................ 8
4.2 Risk Assessment.......................................................................................... 9
5. Improvement Method........................................................................................ 9
5.1 Customer Concerns – Related...................................................................9
5.1.1 Delayed Delivery...................................................................................... 9
5.1.2 Refund and Demage Replacement Period.................................................9
5.1.3 Cancellation by Customer.......................................................................10
5.1.4 Cancellation by Lazada........................................................................... 10
5.1.5 Wrong Item Delivered............................................................................. 10
5.1.6 Damaged and Poor Quality of some items..............................................10
5.1.7 Credit card concerns like Double Payment and Credit Card Fraud.........11
5.2 Website & Social Media Related.............................................................11
5.2.1 Missing Images....................................................................................... 11
5.2.2 Gift service.............................................................................................. 11
6. Conclusion....................................................................................................... 11
References.............................................................................................................. 11
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