1/11/2017. Cancellation

Transcription

1 1/11/2017 Cancellation

2 Fulfilment process - Overview within 24 hrs

3 Seller Penalties Cancelled due to out of stock Slow fulfilment Fake order status - Update the stock regularly and precisely - Allocate sufficient stock to Lazada - Pay attention to the daily pending order sent by Lazada and process orders in time - Check Seller Center daily to process new orders promptly - Do not update the status of orders to Ready to Ship until orders have been packed and ready to handover to 3PL Penalty fee imposed: Item Price x 2.5 x commission % + GST% Penalty fee imposed: Item Price x 2.5 x commission % + GST% Penalty fee imposed: RM50 per item cancelled + GST% Wrong price - Regularly check the price ofall SKUs in Seller Center - Be extra careful when submitting promo prices to Promotion Tool in Seller Center Penalty fee imposed: Item Price x 2.5 x commission % + GST%

4 When are orders cancelled and why? Orders are cancelled by Sellers: If they have received orders but do not have the stock to fulfil the orders. Orders are cancelled by Lazada for the following reasons: a. Sellers did not process the orders in time (24 hours from the time order was received, not inclusive of weekends and national public holidays). b. Orders remain Ready to Ship status and sellers fail to provide the necessary proof of handover to 3PL as evidence that they have already handed over the parcel.. c. Sellers send in request for orders to be cancelled due to system error, pricing or content error.

5 High Cancellation Causes No FIFO (First In First Out) No Stock Fulfilment from separate / multiple location Shop closed without prior notification No proper schedule for order fulfilment Not responding to s from PSC requesting order status updates System Error / Pricing Error

6 High Cancellation - No Stock Overview: Situation where the seller has no stock to sell further or fulfil an order Impact: Customers will buy other products OR in the case of overselling, the sellers will be required to cancel the orders and consequently pay a penalty fee to Lazada. Solutions What do I have to do to avoid no stock? 1. Schedule inventory count and update Seller Center, at least once a week 2. Set a minimum quantity, and automate alarm / trigger once the minimum quantity is hit 3. If your backend management system allows it, connect it to your Seller Center account via API 4. Use ERP system to manage your store 5. Never overstate your stock quantity in Seller Center 6. Cancel the order immediately if you realize there is no stock to fulfil 7. Do not wait for new stocks to arrive in order to fulfil the orders, unless the stock will arrive within 24 hours. 8. Do not click Ready to Ship if you do not have the orders picked, packed and ready to ship. You will be penalized for faking orders. Please note that when you click Ready to Ship, customer receives an notification stating that the order is being shipped.

7 High Cancellation - No First In, First Out (FIFO) Overview: Sellers must always process orders from oldest to most recent Impact: Orders that are not processed (from Pending to Ready-to-ship) within 24 hours will be cancelled. Solutions What do I have to do to avoid FIFO issue? 1. Sort pending orders by aging before processing 2. Ensure orders are printed, picked and packed from oldest to new 3. Always handover the oldest orders to 3PL first

8 High Cancellation - Fulfilment from multiple / separate location Overview: Sellers are always advised to co-locate the item storage area, packing area, document printing area and handover area Solutions What do I have to do to avoid fulfillment from multiple / separate location issue? 1. Co-locate the item inbound, document printing, item storage, item packing and item outbound processes if possible 2. If seller must operate from different locations, then enable multiple access to SC and practice fulfilment from the different locations. Drop off the item at the nearest 3PL branch 3. Converge top selling SKU s into one location, and only list a minimal quantity for slow moving SKU s 4. Avoid printing in one location and processing in another. This will cause unnecessary risks and delays

9 High Cancellation - No proper schedule for order fulfilment Overview: Plan and place a schedule for order processing and inventory management. Start the day by attending to Lazada orders Solutions What do I have to do to avoid missing out fulfilling orders issue? 1. Identify the 3PL pick up time 2. Move packed inventory to outbound area on time 3. RTS packed orders at least an hour before the pick-up time 4. If you have high order volume, schedule a fixed time to pick, pack and RTS 5. Always ensure you have sufficient resources to process all orders in a day 6. Assign specific person to specific tasks. But make sure they are properly cross-trained. 7. Monitor and SMS regularly for new order alerts. 8. Use Lazada Seller Centre app to monitor your orders

10 High Cancellation - No response to PSC s requesting order status updates Overview: Lazada will constantly communicate orders that are at risk of being cancelled. It is the sellers responsibility to update the information that is being requested for Solutions What do I have to do to avoid no response to PSC s issue? 1. Pay attention to reminder s received from Lazada 2. Always respond to s requesting for TN or sender copy 3. Submit the response via the correct forms (Link) 4. Keep your contact information on Seller Center updated 5. Make sure s from Lazada are NOT being directed to your spam or trash folder

11 High Cancellation - Shop closed but did not inform PSC Overview: Sellers are responsible to inform Lazada, if their online shop will be inactive for a specific period Solutions What do I have to do to inform about my shop closure? 1. Always inform Lazada Partner Support (PSC) ONE week in advance from the shop closure date 2. Process all pending orders prior to shop closure

12 High Cancellation - System/Pricing error Overview: If you face error messages or pricing errors during order processing, please to Lazada Partner Support Solutions What do I have to do to in case of wrong price displayed? 1. Escalate to PSC to ensure orders are not mistakenly cancelled as seller negligence 2. Pricing errors due to seller negligence will be charged a penalty. Always ensure the price of goods sold is accurate. 3. Sellers must NOT cancel orders that are affected by system errors and pricing errors These orders should only be cancelled by Lazada. So please reach out to Partner Support by submitting your complain through our general form (Link).

13 Fulfilment by Lazada (FBL)

14 What is FBL and How it works? Fulfillment By Lazada (FBL) is a hassle free fulfillment solution provided by Lazada for sellers. End-to-end fulfillment solution You send products to the Lazada fulfillment center Lazada stores your products Customer purchases your products Lazada takes care of the pick & pack Lazada delivers products to customer Return management handled by Lazada Full flexibility to only use FBL for part of your assortment Lazada will be responsible for your order fulfillment We store, pick, pack & deliver all orders for you

15 FBL is the best way to increase your sales and ops performance while reducing your costs 1 Increase customer satisfaction Conversion rate is higher on FBL Net Promoter Score (NPS) increases for FBL products and leads to repeat purchases 2 Save on warehouse cost No fixed cost for rent and labour Only variable cost of RM1.99 per item delivered 3 4 Get better marketing exposure Improve your operations SKUs are eligible for Express Delivery and related promotions Better boosting increases visibility on the Lazada website Unlimited Order Volume Limit (OVL) for FBL SKUs No penalties (for cancellations, fake RTS or wrong/incomplete items) Faster payment Easier returns management

16 FBL simplifies all of your operational processes to make your life easier Full flexibility to put only part of your assortment on FBL No penalties for cancellations, fake RTS or wrong product sent Easier returns management as re-sellable items go directly back into stock Unlimited Order Volume Limit (OVL) for FBL SKUs Faster payments

17 FBL only charges you an all inclusive fee per item and eliminates all your fixed cost Includes manpower for pick & pack FBL charge RM1.99 per item Includes cost for packaging materials Includes storage cost (rent, utilities, insurance) Direct delivery from your supplier to the Lazada fulfilment center can reduce cost even further

18 Normal 3PL vs FBL 3PL Process On Daily Basis 3PL Order received on Seller Center Pick items from inventory Pack accordingly Prepare documentations Drop off items to the nearest 3PL Customer receives the order FBL Process On Monthly Basis LAZADA LAZADA Seller sends products to Lazada WH Lazada Stores your products When customer orders, Lazada picks & packs and delivers to customer

19 Questions

20 FBL SUPPORT SERVICE : Name: Victoria Wong Victoria.wong@lazada.com.my

21 I have a question!?????????? Is FBL expensive? If I sell products through FBL, can I still sell other products through drop-shipping? Are my FBL products covered by insurance? How long does the inbound take? Does FBL mean that I need more stock? Do I need to update the stock on SC? Can I get my products back from Lazada s WH? How long does it take? I need to match the product serial number with the Customer order. Is it possible with FBL? Can I monitor my stocks and my returns? Do I receive the Customer Returns?!!!!!! No! Actually, with FBL you avoid additional personnel, packaging and WH costs for the fulfillment of your orders Yes! You can sell your products through different fulfillment models simultaneously Yes! All F B L products are fully covered by Lazada s insurance (against loss, damage, fire, etc.) Generally, 24 hours, but if the documents are incorrect or the packaging is faulty, it can take longer No! With FBL, Lazada helps you to optimize your stocks and avoid unnecessary inventory costs No! Stocks will be automatically updated by Lazada! Yes, through SC. In 3 business day you are free to collect the product from our WH! Yes! Lazada s WH team can track this information and share it with you! Yes! You can monitor your stocks and returns directly on SC! If the items are in good condition, they will be stored back in Lazada's fulfillment center and will be ready for sale. However, you can place an order on SC and retrieve them back