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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
Strictly Confidential 5
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.
Strictly Confidential 6
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)
Strictly Confidential 7
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%
Strictly Confidential 8
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
Strictly Confidential 9
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
Strictly Confidential 1010
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”
Strictly Confidential 11
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!
Strictly Confidential 12
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
Strictly Confidential 13
Manage Your OrdersCOD Payment Method
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.
Strictly Confidential 14
Manage Your OrdersCOD Payment Method
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?
Strictly Confidential 15
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
Strictly Confidential 16
ORDER DISPATCH
Strictly Confidential 17
“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
Strictly Confidential 18
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
Strictly Confidential 19
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
Order Dispatch (Desktop Site)Update Order Status [Pending -> Ready to Ship] 1/3
Shipped Item 1
Shipped Item 2
Not Shipped
Item
Strictly Confidential 20
• 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.
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
2
3
Strictly Confidential 21
• 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.
Order Dispatch (Desktop Site)Update Order Status [Pending -> Ready to Ship] 3/3
Strictly Confidential 22
• 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.
Strictly Confidential 23
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.
Strictly Confidential 24
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.
Strictly Confidential 25
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
Strictly Confidential 26
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
Strictly Confidential 27
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
Strictly Confidential 28
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.
Strictly Confidential 29
➢ 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
Strictly Confidential 30
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
Strictly Confidential 31
RETURN MANAGEMENT
Strictly Confidential 32
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
Strictly Confidential 33
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