COMMON REJECTION REASONS

FEBRUARY 2020
 LEARNING OUTCOMES
1. Be aware of common rejection reasons

2. Be able to accurately take respective actions to ensure that your products pass the QC
process

3. Be aware of rejection reasons that Sellers can check with the Partner Support Centre
(PSC)

© Lazada South East Asia Pte Ltd,

[2019]
 CONTENT
1. Introduction

2. Common Rejection Reasons

3. When To Contact PSC?

© Lazada South East Asia Pte Ltd,

[2019]
QUALITY CHECK (QC) PROCESS VS YOUR PRODUCT UPLOADS

QC process is
maximum 10
minutes from the
time it was “last One product can be
edited” rejected with
multiple rejection
reasons QC process also
runs when the Constant revision
product is created of the content /
images before QC
approval will cause
delay in the review
process.

© Lazada South East Asia Pte Ltd,

[2019]
 CONTENT
1. Introduction

2. Common Rejection Reasons

3. When To Contact PSC?

© Lazada South East Asia Pte Ltd,

[2019]
COMMON REJECTION REASONS
Product
Description
1.The category of your
chosen product is incorrect.
2.Missing or inaccurate
package dimension &
weight.
© Lazada South East Asia Pte Ltd,
[2019]
Image
Quality
1.Offensive images including
nudity or obscenity are not
allowed.
2.Image appears to be
missing or corrupted
Branding
Policy
1. Product suspected for
violation of our brand-
related policies.
2. Product falls under the
list of prohibited items
and is not allowed to be
sold on Lazada.
3. Product is not allowed to
be sold on Lazada due to
exclusivity agreements.
4. Local specific policies
REJECTED REASON – PRODUCT DESCRIPTION
Incorrect Category Tips: Download our category tree in
Manage Products to understand more
about the different category levels
Product category should be set up correctly and to the deepest level.

© Lazada South East Asia Pte Ltd,

[2019]
REJECTED REASON – PRODUCT DESCRIPTION
Missing or inaccurate package dimension & weight

✓ Package dimension & weight is correct for accurate shipping fee billing
✓ Insert numbers only, up to hundredth decimal points
✓ Width, length and height are in cm and weight are in kg by default

© Lazada South East Asia Pte Ltd,

[2019]
REJECTED REASON – PRODUCT DESCRIPTION
Image doesn’t match the product’s information

Product images has to match the product’s name, description and attributes given

Image shows Wireless

earphones but
Product’s name show
Headphones

© Lazada South East Asia Pte Ltd,

[2019]
REJECTED REASON – PRODUCT DESCRIPTION
Product is missing highlights (Input information in Short Description)

✓ Use bullet points

✓ Include 3 to 8 lines
✓ Input sufficient information such that your customers can
understand your product better

Bullet points used for Product

Only 1 bullet point Blank / No Information
Highlights

© Lazada South East Asia Pte Ltd,

[2019]
COMMON REJECTION REASONS
Product
Description
1.The category of your
chosen product is incorrect.
2.Missing or inaccurate
package dimension &
weight.
© Lazada South East Asia Pte Ltd,
[2019]
Image
Quality
1.Offensive images including
nudity or obscenity are not
allowed.
2.Image appears to be
missing or corrupted
Branding
Policy
1. Product suspected for
violation of our brand-
related policies.
2. Product falls under the
list of prohibited items
and is not allowed to be
sold on Lazada.
3. Product is not allowed to
be sold on Lazada due to
exclusivity agreements.
4. Local specific policies
REJECTED REASON – IMAGE QUALITY
Offensive Images
Offensive image including nudity or obscenity

✓ Image should not contain explicit content such as nudity or obscenity

✓ Product image taken with model is reviewed carefully based on local cultural sensitivity
✓ Use mannequins as model or still life shot

© Lazada South East Asia Pte Ltd,

[2019]
REJECTED REASON – IMAGE QUALITY
Missing or corrupted image

If the image is partly or completely missing, or corrupted, this could be a valid cause of rejection.
Ensure that your images are uploaded successfully before you close the browser / tab

© Lazada South East Asia Pte Ltd,

[2019]
COMMON REJECTION REASONS
Product
Description
1.The category of your
chosen product is incorrect.
2.Missing or inaccurate
package dimension &
weight.
© Lazada South East Asia Pte Ltd,
[2019]
Image
Quality
1.Offensive images including
nudity or obscenity are not
allowed.
2.Image appears to be
missing or corrupted
Branding
Policy
1. Product suspected for
violation of our brand-
related policies.
2. Product falls under the
list of prohibited items
and is not allowed to be
sold on Lazada.
3. Product is not allowed to
be sold on Lazada due to
exclusivity agreements.
4. Local specific policies
REJECTED REASON – BRANDING POLICY
Violation of Brand-related Policies

Product has been suspected for violating brand-related policies

✓ Lazada only allows merchant to sell genuine and new products

✓ Trading counterfeit / replica products on Lazada will result to a fine or penalty
✓ Submit the Certification of Origin and documents required to Lazada

Fake product. Apple does not have

Adidas logo – product infringement
any color variations for earphones

© Lazada South East Asia Pte Ltd,

[2019]
REJECTED REASON – BRANDING POLICY
Prohibited Items

Product falls under the list of prohibited items and is not allowed to be sold on
Lazada
✓ Old / Used / Refurbished products are not allowed to sell on Lazada
✓ Check your country’s specific prohibited items for more information

© Lazada South East Asia Pte Ltd,

[2019]
REJECTED REASON – BRANDING POLICY
Exclusivity Agreements

Product is not allowed to be sold on Lazada due to exclusivity agreements

✓ Distribution right includes the right for wholesale, retail, authorized agent etc., obliged by country law
or Lazada website
✓ Contact the Partner Support Center for support

• Brand owner
• Copyright owner Start selling
• Exclusive distributor Y
N

Does the brand have an Exclusive Distribution?

N
Y

Seller has power of attorney from Exclusive

Distributor?
Y
N

Not allowed to sell

© Lazada South East Asia Pte Ltd,
[2019]
 CONTENT
1. Introduction

2. Common Rejection Reasons

3. When To Contact PSC?

© Lazada South East Asia Pte Ltd,

[2019]
WHEN TO CONTACT PSC FOR YOUR REJECTED CASE?

Counterfeit
Reasons: This product has been suspected for violating our brand-related policies. If you believe that
the brand is accurate, kindly contact Partner Support Center
What to do: You need to provide the proof of authenticity of your products to sell specific
brands (E.g.: Well-known brands such as Maybelline, NYX, Xiaomi, Laniege). Drop
PSC an X-form with the authenticity letter and the legal team will do a review.
Products will be activated if they are not counterfeits

Prohibited Items
Reasons: This item falls under the list of prohibited items and is not allowed to be sold on Lazada
What to do: You can ask PSC to clarify on why your product is prohibited and whether if it is a
banned brand issue or other reasons such as an exclusive agreement between
Lazada and some suppliers

© Lazada South East Asia Pte Ltd,

[2019]
 SUMMARY
1. The 3 common reasons are Product Description, Image Quality and Branding
Policy

2. Use the recommended guides for your rejected reasons

3. For counterfeit and prohibited items issues, you can contact Partner Support
Centre (PSC) for more information

© Lazada South East Asia Pte Ltd,

[2019]
Empowering Sellers. Incubating Businesses