THE PROCESS. Optimising the flow. Pending: no action done. Ready-to-ship: packed but not shipped. Print Shipping Label. Sales Order Notification

Transcription

1 ORDER MANAGEMENT

2 THE PROCESS Optimising the flow Sales Order Notification Order Management in Seller Center Print invoice Print Shipping Label Pending: no action done Ready-to-ship: Arrange pick-up Update Status : Ready to Ship Tape/ Staple the shipping label on the parcel Pack the order packed but not shipped

3 8 STEPS TO FOLLOW STEP 1: Check your frequently STEP 2: Check items ordered by your customer in HK Seller Centre STEP 3: Print out Invoice and Return Slip STEP 4: Print out the Shipping Labels STEP 5: Check and insert product(s) into the parcel STEP 6: Pack your order STEP 7: Update Seller Center status to Ready to Ship STEP 8: Wait for Courier Representative to pick up the parcel

4 1: CHECK YOUR FREQUENTLY Your order notification Notification will be sent to you on every customer order. Click on Click here to manage your pending order(s). You will be directed to Seller Center > Orders > Manage Orders Please check your spam or junk box too

5 2: CHECK THE ORDERED ITEMS i. Go to Orders! Manage Orders ii. Click on the Pending Tab iii. Click on the + to see all the items ordered iv. Check if you have the ordered item in stock (cancel it if out-of-stock) v. Click on the Order No. for customer details View order summary Cancel the whole order Order Number Customer Details Item Ordered Cancel a SINGLE item

6 2: CHECK THE ORDERED ITEMS v. Click on the Order No. for customer details Contact Seller Support Team if there is any incomplete customer information.

7 3: Print Invoice i. Make sure that you have stock for all ordered items ii. Select the order and select Print Invoice for Selected Items (or print invoice simply by clicking on it) Kerry Express HK - API for Hong Kong orders SF Express HK - API for Hong Kong Convenience Store pick-up orders SF Express MO - API for Macau orders

8 3: Print Invoice iii. Enter your own invoice number if you have any (Optional) iv. Print invoice (1 page only)

9 Invoice Sample Check the Name and Delivery Address of the customer Check the ordered item(s) that you are delivering to the customer If yours items are non-returnable items, please remember to mark them on the invoice, otherwise customer will return. It is a MUST to put into the parcel.

10 4: Print Shipping Labels Select the order and select Print Shipping Labels for Selected Items Print the Shipping Label on ONE A4 Paper 1 x for courier 1 x for your own reference (optional)

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12 COD Example Part of the order was paid by Zalora Wallet Your revenue will not be affected by the use of Zalora Wallet or Voucher. It will still be calculated using the following way and return to you on your monthly statement: $350 [Original Retail Price] - ($350 x 25%) [Commission] -$26 [Delivery Fee] Revenue = $236.5

13 5: Insert Product(s) into the Parcel What should be in the parcel? Invoice Ordered Product(s) DO NOT INCLUDE ANY PROMOTIONAL MATERIALS, OTHERWISE WE RESERVE OUR FINAL RIGHT TO TURN OFF YOUR STORE "6.1 The Partner shall not publish, display or exploit for any commercial or other purposes, any portion of, or any access to: (a) (b) (c) (d) Any service; Any advertisement relating content; Website / URL / social media links; and Any Third Party User Content, except to the extent permitted under this Agreement, and subject to ZALORA s prior written approval."

14 6: Packaging Material and Original Packaging Form ZALROA will not provide packaging materials, please use your own packaging materials for packing Please fill the Original Packaging Form: docs.google.com/a/zalora.com.hk/forms/d/ 1zKcTIZIAW864tGY6uysYMhHtNSJlrgeDh3lCwMuOk dk/viewform For our Operation Team to proceed return Without any information provided from your side, ZALORA will reserve the final rights of any decision regarding returns.

15 7: Update Status to Ready-to-Ship 1. Select order 2. Check the printing status of the invoice 3. Change status to Ready-to-ship by clicking the status or select Set to Ready to Ship from the list and press Go.

16 7: Update Status to Ready-to-Ship 4. Pop Up: Click Ready to ship TGX HK 5. Order status updated to Ready to ship

17 8: Arrange Parcel Pick-Up (Kerry Express) Once your order status was updated to Ready to ship, a pick-up request will be sent to Kerry Express automatically. General cut off time (excluding outer islands): Before 1:30pm Pick-up will be arranged from 2pm to 6pm on the same day If the status is changed AFTER the cutoff time, the pick-up arrangement will be 2pm to 6pm next day. Pick-Up Location MUST BE your Registered Warehouse address in ZALORA

18 8: Arrange Parcel Pick-Up (SF Express) Once your order status was updated to Ready to ship, a pick-up request will be sent to SF Express automatically. General cut off time (excluding outer islands): Before 2:00pm Pick-up will be arranged from 2pm to 6pm on the same day If the status is changed AFTER the cutoff time, the pick-up arrangement will be 2pm to 6pm next day. Pick-Up Location MUST BE your Registered Warehouse address in ZALORA

19 8: Missing Pick Up If the courier did not come up to your warehouse for pick up within promised time, please contact them with your courier account number and waybill number: SF Express: Kerry Express:

20 Summary: Preparing ZALORA Orders Within 48 hours (from order placement to clicking the Ready to ship button), exclude weekends and public holidays. 1. Invoice Please print your seller s invoice from the seller center and include it in the package. 3. Ordered Product(s) Double check the SKU/ Size/ Colour/ Quality of the product to be accurate & defect free to refrain from any returns. 2. Airway Bill Print it directly from Seller Centre (Tape or staple it outside the package) 4. Use your own packaging material to pack the teams into a parcel

21 48 Working Hours Turnaround Time Please change your order status to Ready to ship within 48 working hours. ALL pending orders after that will be cancelled automatically by our system without prior notice. Customer can cancel any Pending orders Check the order status on Seller Centre before sending out the parcels. If your order has been cancelled, but you still shipped out the order to customer, it will be treated as a free gift unfortunately. Customer Service team rely on order status to follow up with customers

22 Cancellation Cancellation by Customer: Customers have the right to cancel any pending orders, please ship your order as soon as possible. Cancellation by Seller Discontinue Products that are discontinued, will never be back in stock, should be taken offline Out of Stock (Product not available) Product is temporarily out of stock, it will come back in stock at some point [Quantity of out-of-stock product will be changed to zero to avoid another order cancellation]

23 Returns to Our Warehouse Unsuccessful Delivery to Customer Courier will make 3-4 attempts) Return by Customers 30 Days Return Policy on customers perceptive (starting from the delivered date) Pick up your returned parcels within 14 days upon receipt of of Return Notification Please bring a copy of the Return Notification when picking up your returned parcels from our Taikoo warehouse, otherwise our operation team will reject your pick-up. If the parcel are not being picked up within 14 days, our operation team will send them back to your warehouse on your expense. Warehouse Address: Unit B, 18/F, Wah Ha Factory Building, No.8 Shipyard Lane, Quarry Bay, Hong Kong

24 Shipping Fee and Penalty Shipping Fee First item on a seller order $26 Subsequent item on same order $15 Penalty Penalty - applied per item (product) Cancellation - OOS $50 Cancellation - Delay $50 Return due to Wrong/Defective item $50

25 Change of Address or Contact Person Warehouse Please change the Pick-Up Address in Seller Centre Profile and contact Seller Support Team by if there is any changes on warehouse address or contact person. Business Please contact your Account Manager if there is any changes on business address, mailing address and main contact person.

26 Notification Preferences If you want to receive below notifications, you can turn them ON under the Notification Preference menu. [It is only available to Seller Full Access user accounts] **No further notification to inform user any order cancellations

27 Any Questions?

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