Order Dispatch and Management - lazada EN Order Dispatch and... · Strictly Confidential 6 Order...

Strictly Confidential

Order Dispatch and Management

Strictly Confidential 2

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;

Rerouting process is for failed delivery but re-saleable

items only

P30 30/10/2017

The time required to arrive

sortation center and being

scanned

The requirement is changed from 7 calendar days to 5

calendar days (Effective from Dec. 1)

P6, 8 24/11/2017

COD Orders Sellers should check order details to ensure if COD

orders should be shipped out or not.

P13 1/12/2017

Mobile Site for Order

Management

Add Mobile Site View P25 - 28 8/12/2017

High Order Cancellation

Rate Improvement

Progress

Adjust High Order Cancellation rate Improvement

Progress

P8 24/1/2018

OVL OVL Rules Adjusted P9 24/1//2018

Lazada Punishment Rules Lazada punishments about order cancellation has been

adjusted

P8 24/1/2018

Seller Center Update Order Status Details P22 & P24 2/3/2018

List of Updates

Order ManagementNotice for Order Management

OVL

Holiday Mode

COD

Order Dispatch

Order Dispatch Flow（Desktop Site）

Order Dispatch Flow（Mobile Site）

Crossborder Center Rerouting Process

Content

Return ManagementSteps of Return Management

4

ORDER MANAGEMENT


Increased sales

• Shorter lead time lead to higher

customer satisfaction level (NPS)

and better operation score

• Customers sort by delivery time

and are more likely to find your

products with shorter delivery

times

• LGS seller are eligible for special

sales opportunities, e.g. flash

sales

Significant improvement on LEAD

TIME with daily injection in Southeast

Asia

IMPROVED CONTROL by managing

hand over and volume allocation

through in house managed sorting

facilities at origin and destination

MODULAR APPROACH enabling

more FLEXIBLE and SCALABLE

management of partners to handle

peaks and valleys

Competitive rate cards through

CONSOLIDATION and LOCAL

FULFILLMENT VOLUMES

1

2

3

4

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

Less cancelations & lost parcels

• Higher % of success delivery

• Lower % of cancelled / non

delivered items

5

6

Order ManagementLGS - Higher sales with lower cancellation rate boost your bottom line

All Crossborder sellers use LGS to dispatch orders by default.


Manage Your OrdersNotes

Important Website:

Crossborder Track and Trace Portal; Return System

Timeline

• Order status must be updated from “Pending” to “Ready to ship” within

48 hours after the order placement.

• Do not dispatch any order that has been pending over 48 hours. Such

orders will be cancelled by Lazada’s system eventually.

• Parcels must be scanned by sortation center within 5 calendar days.

Stock and Price

• Update the stock at least once within 60 calendar days. (Otherwise,

Lazada will change the stock as “0” in the front page and customers

cannot place an order.)

• Update Price consistently. Input product pricing in local currency. For

product pricing and currency conversion, please refer to Pricing Model.

Order Process

o DO NOT merge two orders in one shipment

o DO NOT split a Bundle Order: items within a bundle cannot be split into multiple

parcels.

o To split one order into multiple parcels, select items and ‘Ready to ship’ respectively

so as to obtain differently tracking ID and shipping labels

o Any re-saleable failed delivery products will be rerouted within 4 weeks.

o Unsold failed delivery products will be returned to you as usual (VN excluded).

Notes:

• DO NOT leave your personal contact to customers

• DO NOT contact customers except via product page communication.

• Always contact HK PSC for support.

Important links

Timeline

Stock and Price

Order Process

Merge or Split Orders

Rerouting Orders (Singapore excluded)

https://crossborder.lazada.com/

http://www.times-reverse.com/


Order ManagementQuick View Panel

Shipped on Time: % of items scanned by Sortation

Center within 5 calendar days during the last 4 weeks.

Good: > 90%

Product Rating: Average product rating from customers

who have purchased and gave product rating during the

last 8 weeks.

Good: ≥ 4

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%

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%


Order ManagementNotes - Avoid 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

What leads to order cancellation?

High Order Cancellation Rate Improvement Process (For sellers have orders > 10)

Scenario 10% < %Cancellation< 70% %Cancellation ≥ 70%

Punishment1. Lazada sets OVL to 50% of average orders from *W-2

to W-5 (Not applicable to new sellers for first 8 weeks).

2. Sellers need to watch Training Video & submit

Engagement Survey (within notification Email).

1. Lazada turns on holiday mode for the shop.

2. Lazada sets OVL to 50% of average orders from *W-2

to W-5 (Not applicable to new sellers for first 8 weeks).

3. Sellers need to watch Training Video & submit

Engagement Survey (within notification Email).

*Notes:

W-2 to W-5

W0 - (Current Week)W-1W-2W-3W-4W-5


Order ManagementOVL

OVL is the maximum daily

number of orders that you are

allowed to receive.

Seller Type Definition OVL

Bad Performance

Sellers

➢ > 10 orders per week

➢ And, average cancellation rate from W-2 to W-5 > 10%

➢ 50% of average orders from w-2 to w-5

Normal Sellers ➢ Other sellers ➢ Sufficient OVL

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


Order ManagementSchedule holiday period flexibly

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.

1 Click Shop Name > Profile

2 Choose “General”


Order ManagementCOD Payment Method

Sales with COD UnlockedSales without COD

+150%-350%

• 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!

• 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!

45%

55%

Cash on Delivery Customers (NEW!)

Prepaid Customers

Sign up for Cash on

Delivery, access ALL

customers in South

East Asia and boost

your sales!

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

*Singapore excluded

Why should I enable Cash on Delivery option for customer?

COD unlocks sales potential of previously inaccessible customers!


Manage Your OrdersCOD Payment Method

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

• Failed deliveries! Around 5-10% of all orders cannot reach the

customer and can thus not be fulfilled!

• Complex Returns! How does a failed delivery go all the way

back internationally to sellers crossborder Warehouse?

• 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%!

• Consolidation and free returns to your Warehouse! After

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)!

How does Lazada support me with Cash on Delivery?

Lazada provides hustle free COD fulfilment service



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

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

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.

https://lazada.formstack.com/forms/question



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.

What else do I need to know about COD?


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


ORDER DISPATCH


“Pending”

• New order appears as “Pending” order in

Seller Center, and wait sellers to

dispatch

“Ready to Ship”

• Update order status to “Ready to Ship” in

Seller Center within 48 hours (excluding

weekends and national holidays)

• Once customer receives the parcel, Seller

Center order status will be updated as

“Delivered”

• Only after “Delivered” status, payment will

be triggered

“Shipped”

• “In Transit”: The parcel has been

scanned at the sortation center

• “Shipped”: The parcel arrives in the

destination country

• Do not click “Delivery Failed” under

Action column

Click on “Orders” “Manage Orders”

Don’t click! Otherwise, your

order will be cancelled.

1

Manage Your OrdersProcess

2

3

4

2

4

3

1


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

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

OR


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

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 1

Shipped Item 2

Not Shipped

Item


• 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”

• Choose the correct shipping Code > Click “Create package”

• Click “Ready to ship”

• This order has been successfully “Ready to

Ship”, and will immediately show in “RTS” tab.


1 Sortation Center LGS code

CN - Shenzhen LGS-FM40

CN – Yiwu LGS-FM41

HK LGS-FM42

KR LGS-FM43

2

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.



• The order status will be updated from “Ready To Ship” to “Shipped” automatically once the parcel arrives at the

destination country.

Order Dispatch (Desktop Site)Automatic Order Status Update: [Ready to Ship ->Shipped]

Seller can always click

Order Nr. to check the

order’s status

*ID, PH and VN only. MY, TH, SG please see Page 24.


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.

Order Dispatch (Desktop Site)Automatic Order Status Update: [Shipped -> Completed]

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.


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.


Choose the order to RTS under “Pending”

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

Donna Wong

+60121212129

123456780

123456781

80.50 RM

80.50 RM

No. 123456780 No. 123456780

Click “Ready to Ship” Select items that will be shipped



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



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

999999999

999999998


Order Dispatch (Mobile Site)Update Order Status [Ready to Ship -> Shipped -> Completed]

The order status will be updated from “Ready

To Ship” to “Shipped” automatically once

the parcel arrives at the destination country.

Ready to Ship Shipped Completed

799999999

899999999

599999999

699999999

399999999

499999999

You can use filter to check

“Delivered”, “Cancelled”, “Delivery

failed” and “Returned” 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.

How to Track and Trace the Orders?

Order DispatchTrack and Trace the Orders

➢ 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.

➢ 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.

Date of scanning at the

sortation center and the statusActual weight measured

by sortation center

https://crossborder.lazada.com/


Crossborder Center Rerouting ProcessOnly Singapore excluded

What is Rerouting Process? Benefits of Rerouting Process

• Lazada takes care of your failed deliveries products and reroutes them to your

customers, while items are still in transit in local ventures – Fulfilled by Lazada, 100% free

of extra charge and hassle free for you!

• Unsold failed deliveries products will be returned to you as usual (VN excluded)!

• No extra shipping fee for items ship from the local Crossborder Center.

First Order (Failed Delivery) Rerouted (Repurchased) OrderShipping Fee Charged Not Charged

Payment Fee Charged Charged

Process Before vs. After

Before After

Rerouting? No Yes

Failed DeliveriesAll failed deliveries return back to

sellers.

Failed deliveries consolidated for 4 weeks in

CB Center and available for resell during this

period. If not sold, returned back to seller.

• Lazada opens Crossborder Center in local ventures in order to

reroute failed delivery but re-saleable items.

• Rerouting rule: Failed delivery but re-saleable items are consolidated

at the Crossborder Center for 4 weeks. If your item is repurchased

during this period, it is shipped directly from Crossborder Center and

the sale is attributed to your account.

• Details please see Crossborder Rerouting Process


RETURN MANAGEMENT


To manage return, go to “MANAGE ORDER”,

click on “COMPLETED” > “RETURNED” > “Order Number”

2

1

3

4• Check more information on Lazada

Crossborder Return Process and Policy

How to Manage your Returns


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

Thank you

Order Dispatch and Management - lazada EN Order Dispatch and... · Strictly Confidential 6 Order...

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