STATEMENT OF THE PROBLEM

A. The common problem that Lazada mostly encounters is the delayed fulfillment of the seller, Customer
should Chat with Seller to check if the item is already prepared. This could also be an issue with the
seller pick-up. That’s why Lazada implemented two new metrics and new timers on the order
management page to advise merchants on their performance to improve the overall experience of both
customers and sellers on the platform. The Late Fulfillment Rate (LFR) gauges a seller's capacity to
complete orders within the Lazada-set processing timeline. This covers orders that are Fulfilled by
Lazada (FBL) and measures all validated orders (excluding orders cancelled by the customer). Once the
seller has completed their part of the fulfillment process, the order is deemed to be fulfilled. When
orders for pickup vendors are designated as Ready-to-Ship (RTS), they are then recorded as fulfilled.
Sellers at Drop-off Points complete their orders after receiving the packages. The Late Fulfillment Rate
need to be used as an extra indicator by sellers to evaluate their effectiveness and provide them a
concrete goal to work toward. Lastly is the Average Processing Time, the average number of hours
needed by sellers to complete their portion of the order fulfillment process is known as the average
processing time. Drop-off Point vendors are judged by the time it takes them to deliver the goods to the
drop-off sites, whereas Pickup merchants are judged by the time it takes them to label their orders as
Ready-to-Ship (RTS). This new statistic, which will not account for the phases over which the seller has
no influence (such as the arrival time of the pickup or the time it takes for couriers to deliver the item to
the buyer), should more precisely reflect the seller's unique piece of the fulfillment process. Please see
our formula for calculating the average processing time below.

B. There are some times that buyer can input wrong address, Another problem that they mostly
encountered , As the Logistics Team's reference for the seller's pick up address, it is crucial that the
warehouse address information in the Seller Center profile be correct and consistently updated. So, they
made a guide on how the customers can change their address.

1. 1. Log in to your Seller Center account and look for the "My Account" button on the left side of
the page. Click the "Settings" option under the My Account" section.
2. Select “warehouse” under the logistic section.
3. 3. On the Warehouse Address (for Pick-Up and Failed Delivery Return) section, click the Edit
button on the Action column.
4. 4. Update your warehouse address, then click the "Submit" button once done. Take note of the
following:
 Update all information (even the optional fields)
 Ensure that all information are accurate to avoid missed pick-ups
 After submitting, the updated address will take effect within 48 hrs.

Customers cannot cancel items individually if they availed of a Shipping Fee Promotion or Flexi Combo.
C. Lazada cannot guarantee that requests will be accommodated as this depends on the courier’s schedule.
Make sure to authorize a person to receive on your behalf in case of unavailability. The Delivery
reschedule request, Ship-On-Time is the proportion of ordered things that are fulfilled within the
agreed-upon SLA over the total number of items that are legitimate or fulfillable, not cancelled by
purchasers, or cancelled by the system. The statistic is calculated during a 28-day period and is updated
daily. The 28-day covered ranges from orders received 8 days ago to orders received 35 days ago. The
one-week gap is intentional as orders received within the last 7 days have typically not completed their
fulfillment journey and thus are not yet counted within the metric shown. Orders fulfilled within the
agreed SLA means that the orders were handed over to our logistic partners or Drop-Off Point Stations
within the appropriate lead time. A seller is advised to maintain delivery times as low as possible by
avoiding processing back-to-back orders and stocking inventory. This ensures that shipments are
delivered to the logistics partner on schedule and accurately.