BECOME A TOP RATED SELLER

Transcription

1 BECOME A TOP RATED SELLER

2 Agenda Order fulfilment overview Return management How to improve your operations Order Volume Limitation & Seller scorecard Fulfilment by Lazada Seller support Questions

3 Fulfilment process - Overview within 24 hrs

4 Fulfilment process - Documentation Process orders from the earliest date to the latest date Shipping labels must be printed using A5 sized papers Tax invoice has to be included in the package Ensure weight of the package is mentioned accurately on the shipping labels

5 Returns management

6 Conditions for valid returns

7 Returns management PL delivers product to the customer Customer is eligible to return the product within reason Customer sends the product to Lazada s appointed facility Lazada does a quality check of the product. Depending on the outcome of the quality check, Lazada sends the item back to the merchant s warehouse within 7-45 days For any dispute regarding returns, kindly fill up the returns form available on the link below

8 Lazada protects the merchant In order to protect our merchants, it is stated that should there be any dissatisfaction the customer MUST return their purchased goods within a certain time.

9 How to manage your returns Click Orders Manage Orders

10 How to manage your returns After getting into Manage order, click on Completed and then Returned 1 2

11 How to manage your returns Your returns record will be here.

12 How to manage your returns Orders can be filtered by 4 criteria Order number, Customer, Payment & Date

13 How to manage your returns To check why your product is being Returned, click Order number

14 How to manage your returns Please ensure that you entered the correct WAREHOUSE address into your Seller Center account

15 How to improve your operations

16 Prepare and anticipate impact Please remember to: Wrap and pack the original manufacturing package Use the right box type Use filling materials (bubble wraps, polystyrene peanuts) Please avoid: Small polystyrene balls Plastic boxes or plastic bags Soft carton boxes or filling pieces

17 Avoid delayed shipping Always keep track of the product Ensure sufficient stock availability Monitor the quantity of flyers & pouches, if it falls below 15 nos contact Lazada PSC Choose the right 3PL providers: 1. Skynet for prepaid 2. Ta-Q-Bin for COD Shipping labels should be in A5 size & in landscape layout to ensure the barcode can be scanned appropriately. Make sure the tax invoice is included in the package Do NOT click "Ready to ship" before product is properly packed

18 Bad example It is very important to have the accurate weight and dimensions for SKUs in Seller Center.

19 Order volume limitation & Seller scorecard

20 Objective Lazada monitors and rates your weekly performance to share with existing and prospective customers. Your performance is rated on simple 10 star scale.

21 Seller rating indicators Computed on a weekly basis Leadtime Cancellation Rate Return Rate Based on percentage of your orders that have switched to Ready To Ship status within 24 hours (excl. saturdays/ sundays & national holidays) Based on percentage of your orders that have been cancelled by you for one of the following reasons: Out of Stock Sourcing Delay Wrong price Based on percentage of your orders (based on total items delivered) that have been returned by the customers within 7 days Faulty/ Damaged item Wrong item sent out Missing Parts Bronze (1 star) Silver (2 stars) Gold (3 stars) Quicksilver (4 stars) Platinum (5 stars) Seller rating is calculated on 70% of the current week s performance and 30% of the previous week s performance

22 Seller rating weekly sample (every Thursday) Actual performance Current week vs Previous week Reasons for non-performance and tips to improve performance Operations overview Results vs Target

23 Sample case

24 Sample case Customer view No longer only review based Includes actual seller performance Top performing merchants are highlighted to customers

25 Influences customer s buying behavior Higher seller rating increases likelihood of customers buying products from you instead of another seller

26 Your three performance indicators You only have to monitor and improve in three areas to successfully grow with Lazada 10 OVL starting point: 5 orders per day Ratings above 8.5 will increase your Order Volume Limitation (OVL) Good performance Will increase your OVL week by week Acceptable performance Will not affect your OVL week by week Bad performance Will decrease your OVL week by week

27 Fulfilment by Lazada

28 What is fulfilment by Lazada? Fulfilment by Lazada (FBL) is a hassle free fulfilment solution provided by Lazada for its sellers.

29 What is fulfilment by Lazada? 4500 Specialists 40 state-of-the-art fulfilment centers 600 million customers in SE Asia Advanced fulfilment network in Asia

30 How it works

31 FBL is your best solution Save cost and increase your sales and operation performance 1 Faster Delivery Conversion rate is better on FBL (on average 0.8% higher Better customer satisfaction 2 Save on Warehouse costs Only 1.99 MYR handling fee per item delivered which covers packing material and labor 3 Marketing exposure Dedicated fast delivery campaigns every month Dedicated landing page on Lazada homepage Better boosting 4 Easier Operation management Unlimited OVL Better payment term (because delivery is faster) No penalties (for OOS, missing accessories, late delivery) Less failed delivery rate

32 FBL is your best solution For more information, please contact Suresh Krishnan at

33 Seller support

34 Seller support

35 Manage your store via Mobile (Seller Center App) Download the Seller Center app through Google Play store Today! (*available only for Android. Coming soon for ios users)