Introduction to Lazada. Last Update: 15 th Feb 2018

Transcription

1 Introduction to Lazada Last Update: 15 th Feb 2018

2 Agenda 1. Welcome To Lazada 2. Required Documents, Fees & Payment Cycle 3. Introduction to Seller Center 4. Lazada Guidelines: i. Content & Image Guideline ii. Operations Guidelines iii. Seller Policies Lazada Tools i. Available Tools 6. Lazada University 7. Contact Point 2

3 Introduction to Lazada Why Lazada? The Leading E-commerce Player in SEA TOP CHOICE SEA s #1 online shopping and selling destination STRONG MOBILE GROWTH 7 Million mobile app downloads Lazada Seller Center App Launched #1 E-COMMERCE in MALAYSIA 64 million visits monthly LARGEST B2C SELLER BASE 30,000 business sellers and growing ASSORTMENT VARIETY 18 categories, 95 million products FULFILMENT BY LAZADA Hassle free fulfilment 3

4 Agenda 1. Welcome To Lazada 2. Required Documents, Fees & Payment Cycle 3. Introduction to Seller Center 4. Lazada Guidelines: i. Content & Image Guideline ii. Operations Guidelines iii. Seller Policies Lazada Tools i. Available Tools 6. Lazada University 7. Contact Point 4

5 Required Documents Business Registration ( SSM) Director List Bank Statement Signatory s IC GST Individual Not applicable Not applicable Personal Bank statement Account Owner Identification card If applicable Business Sole Proprietor & Partnership Private Limited Form 49 ( Private Limited) SSM Owner Information ( Sole Proprietor & Partnership ) Company bank statement Personal bank account is NOT accepted Director s Identification Card as per SSM Owner Information /Form 49 If applicable *All documents submitted are required to be not older than 12 months from date of submission * All documents should be legible and clear 5

6 Lazada Fees 6

7 Shipping Fee 7

8 How do I calculate my shipping? Case study Total item weight is 2KG Real item weight is 3 KG, seller states as 2KG Total item is 1.1KG, seller states as 1KG Product Weight Real item weight (Weighed by 3PL) Seller payment Customer payment (additional weight) Incurred charges (charged to seller) 2KG 2KG RM5.00 RM1.50-2KG 3KG RM5.00 RM1.50 RM KG 2KG RM RM1.50 Details No charges incurred to seller since weight stated is accurate Additional RM1.50 is charged back to seller since the real weight is 3KG Please always remember to round up the weight(even if the weight is 1.1KG, 3PL will calculate as 2KG) 8

9 Payment Cycle When do you get your pay out 9

10 Agenda 1. Welcome To Lazada 2. Required Documents, Fees & Payment Cycle 3. Introduction to Seller Center 4. Lazada Guidelines: i. Content & Image Guideline ii. Operations Guidelines iii. Seller Policies Lazada Tools i. Available Tools 6. Lazada University 7. Contact Point 10

11 Introduction to Seller Center Product Management Adding Products Product Management Product Reviews OrderManagement Stock Management Order Management Lazada University Re-join Training Training materials Advanced Training is available Accounting Managing Finances Payment Terms Promotion Campaigns Lazada Tools Increase Exposure Increase Sales Volume Enhance seller sales performance 11

12 Seller Center Homepage Seller ABC

13 Lazada Seller Center APP Launch! Available for APP Store and Google Play Store ios Android 13

14 Agenda 1. Welcome To Lazada 2. Required Documents, Fees & Payment Cycle 3. Introduction to Seller Center 4. Lazada Guidelines: i. Content & Image Guideline ii. Operations Guidelines iii. Seller Policies Lazada Tools i. Available Tools 6. Lazada University 7. Contact Point 14

15 Benefits of having good quality content and images Attractive on-site content Higher visibility in search engines - More reason for customers to stick around -Fondness with your brand, and more trust - Every new post you add, Google's going to index and will give high rank search with your keywords More social traffic and followers - Users will share your content with their friends and followers and increase circle of followers. Tighter customer or reader relationships Increased conversion potential - Great content will increase the loyalty and closeness of your customer relationships - Good content will engage, inform, help, and bring value for your readers 15

16 Why do you need good product images? Catches the eye Good product images will always catch the eye of the customer upon scrolling through the website. Images are your Salesman! Treat images as your first sales pitch to the customer. If it is not interesting, appealing enough, why would customer even purchase the product? It reflects about you The quality of the images you provided on the website reflects on the quality and effort you put in to sell your product. It can even reflect the service that you are willing to provide the customer! Did you know that people remember 80% of what they see and just 20% of what they read? The power of an image is hard to ignore, and if you're not including great images of your products then you could be losing out on some serious sales. 16

17 Key Points to know about Product Images Is my product image quality good? Image Quality Stay away from any blurry, grainy images The outline of the product image must be soft and does not contain sharp edges Image Attractiveness How attractive are my images? Show the best view of the product with as many angles possible Be sure the product is unwrapped from packaging Product image should not be cropped, show the full view of the product Image Arrangements Am I arranging the images well? Show the best view of the product with as many angles possible Image should not be cluttered with texts, multiple images Image should focus on the product as the main selling point 17

18 Image Quality Guideline PARAMETER RECOMMENDED Number of images - 2 to 8 product images to be uploaded Image size and resolution Product view in image - Minimum image display of 500 x 500 pixel and maximum 2000 x 2000 pixel. Recommended Product image display of 850 x 850 pixels and above. - Image has minimum 72dpi resolution - Product should have clear front view display or a 45 degree angle view of the product. - Product is displayed in correct shape, no stretched and proportionate in image Others - Product image is matching with the content - Offensive images and explicit content not allowed 18

19 Image Quality Guideline Mandatory Recommended Image size, background and quality All image ratios & backgrounds are accepted 1 x 1 image ratio and white background are recommended Product coverage is flexible on the canvas Product should cover more than 80% of the longest axis 19

20 Image Quality Guideline Mandatory Product is clear, non blurry in the image Product is clear, not grainy in the image 20

21 Image Quality Guideline - Image view in page The guideline below applies only for the first image. Mandatory guidelines are minimum requirements needed for product upload. Recommended requirements are for better Image Quality Guideline customer experience and conversion rate on all devices Mandatory Product is unwrapped Product is displayed in correct shape, no stretched 21

22 Image Quality Guideline Mandatory Product is matching with the image Lingerie, underwear product is suitable to local regional. No sexual poses or private body part shown 22

23 Image Quality Guideline 23

24 Image Quality Guideline 24

25 Image Quality Guideline 25

26 Why do you need to have good content Convince customers to buy Your product description acts like a sales person, since they cannot touch and see the product directly Customers know your products It also acts as a user manual, so that they know how it works and how they could use it Enhance positive impression Product description also represents the image and reputation of your shop; showing seller's professionalism. 26

27 Naming Your Products Findability increases with proper naming Correct Product Category Brand Model Specs/Type Color Use Title Case Equipped with the model description and specifications State the color of the product at the end of product name 27

28 Product Categorization Categorize your product correctly so customers can find your products easily! Select the correct Level 1 Category for your product Select the deeper categories that is the most accurate for your product Incorrect Level 1 Category leads to rejection & need to be recreated again Why would you put a phone in a washing machine category anyway? 28

29 Product Highlights Minimum 3 highlights in bullet points Minimum 3-8 Bullet Points Bullet Points Needed Maximum 60 Characters 29

30 Product Warranty Information Provide correct product warranty for your product Select the types of warranty from dropdown option Warranty Type Warranty Type provided by the seller to customers Warranty Period The duration of the warranty provided by seller to customers Warranty Policy Terms and conditions of the warranty provided by Seller to customers 30

31 What s in the box? State the exact items and quantity All item that customer will receive must be mentioned. Using Bullets Point in Seller Center. Using Title Case. RIGHT 1 x Apple iphone 5S - 16GB - Gold 1 x Headset 1 x Warranty card 1 x Charger Canon Ixus MP - Red Batttery Strap Charger WRONG Apple iphone 5S - 16GB Gold Canon Ixus MP Red 31

32 Package Dimensions & Weight State the exact package measurements & weight of your product when shipped Package dimensions & weight must correctly correspond to the actual size of the product, as it will affect your shipping charges! Minimum package weight that can be added is 0.1 KG Recommended: Please round up the weight for easier calculations (0.5KG -> 1KG) Package Width/Length/Height Unit dimensions are Centimeters 32

33 MAL Code Requirements Oral medication products guide All Oral medication products are required to be registered under the Ministry of Health Malaysia (MOH) If you are selling these products, please provide the Malaysia Authorized License Code(MAL) in the field provided upon creation 33

34 Counterfeits, Replicas and other fraudulent items What is consider counterfeit? Brand or character logo on the product, the product packaging, or anywhere without authorization by the trademark owner. Items that contain specific design elements (e.g. cartoon characters or colorways) protected by a trademark, without the authorization by the trademark owner. Items that bear such similarities with other products (e.g. a replica of a branded item with or without altered logos). Items that are in violation of any local country laws in which they are sold 34

35 Prohibited Items Mainly there are 4 major product types that are not allowed in the platform: Weapons Alcohol Sex toys that are obscene, non bondage item and model showing private parts/ no censored image (in the main images & description)/ no testimonial due to the obscene content/ revise the naming (Lancap, Pussy) Unregistered medication/drugs Sex toys that are allowed 35

36 Agenda 1. Welcome To Lazada 2. Required Documents, Fees & Payment Cycle 3. Introduction to Seller Center 4. Lazada Guidelines: i. Content & Image Guideline ii. Operations Guidelines iii. Seller Policies Lazada Tools i. Available Tools 6. Lazada University 7. Contact Point 36

37 Customers are more likely to buy from fast delivery sellers Value of Shorter Lead Time Fast Delivery vs Slow Delivery Conversion rate increases across categories 2x Customers see the faster lead time promise on the product page % 3.2% 6.1% 3.8% 5.3% 3.2% 2.6% 2.0% Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Home & Living Baby & Toddler Computer & Laptops Sports & Outdoors Fast Delivery Slow Delivery Fast Delivery Slow Delivery 37

38 What Make Customers Happy What customer seek from sellers when they purchase product Good after sale services Always pack your item as you re sending a gift to your customer 38

39 Seller Policies Brief summary This policy aims to provide a self-regulating eco-system where sellers are rewarded for good quality service and penalized for bad service, all based on the customers experience with you. A B C Product quality Fulfillment Question & Answer response Your Seller Rating Benefits 1. Visibility of products in search 2. Visibility of products while browsing 3. Access to Preferred sellers program 4. Access to Campaigns (incl. flash sale etc.) 39

40 How do I calculate positive seller rating? What does Positive Seller Rating consist of? Total Cancellation Done by seller on purchased product by customer Done by Lazada due to late order/shipping process Seller Rating Ratings made by customers on seller s shop TOTAL POSITIVE RATINGS TOTAL RATINGS X 100% 40

41 How do I calculate positive seller rating? Seller Rating can be found at your shop page Seller Positive Rating Total Orders Cancelled Total Positive Rating Total Rating Total Products Shipped on time 41

42 Fulfillment Process 1. Order placed on website 2. Verify order in Seller Center 24h 3. Pack the product To ensure that seller ratings are maintained, we recommend you to fulfill all orders within 24 hours 6. Order delivered to the customer 5. Drop off the package to the closest 3PL 4. Fulfill order in Seller Center 42

43 Fulfilment Process

44 Fulfilment Process

45 Fulfilment Process Print the invoice & place it inside the packaging *Do not display the invoice outside the package 45

46 Fulfilment Process 6 Color coding in the packaging appears when there are multiple items in one order but the items cannot be packed together as it will be too bulky for shipping 46

47 Fulfilment Process

48 Fulfilment Process

49 Fulfilment Process Gdex DS & Ninjavan 1. Print 4 copies of shipping labels 2. Receiver copy stick on the package 3. POD & Billing copy insert in the pouch & stick on the package 4. Merchant copy for your own reference 49

50 Agenda 1. Welcome To Lazada 2. Required Documents, Fees & Payment Cycle 3. Introduction to Seller Center 4. Lazada Guidelines: i. Content & Image Guideline ii. Operations Guidelines iii. Seller Policies Lazada Tools i. Available Tools 6. Lazada University 7. Contact Point 50

51 What is FBL and How Does It Works? Fulfillment By Lazada (FBL) is a hassle free fulfillment solutions provided by Lazada for sellers. End-to-end fulfillment solution You send products to the Lazada fulfillment center Lazada stores your products Customer purchase 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 parts of your assortment Lazada will be responsible for your order fulfilment We store, pick, pack & deliver all orders for you 51

52 FBL simplifies all of your operation processes to make your life easier Full flexibility to put only parts 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 52

53 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 53

54 Agenda 1. Welcome To Lazada 2. Required Documents, Fees & Payment Cycle 3. Introduction to Seller Center 4. Lazada Guidelines: i. Content & Image Guideline ii. Operations Guidelines iii. Seller Policies Lazada Tools i. Available Tools 6. Lazada University 7. Contact Point 54

55 Available Tools Tools Topics Functionality Benefits Who needs this Seller Buyer Management Store Builder Seller Voucher Sponsored Products Bundling Analytics Portal Allow customers/buyers to start a conversation with you on product page Allows you to customize and design the layout of your shop page via Seller Center Allows sellers to create selffunded vouchers to drive sales to their own store Pay only when your products are clicked Allow you to sell multiple of the same products in bulk Gain insights and performance data of seller s store Avoid unnecessary returns from buyers Sellers who wants to increase conversion rates by advising the potential customer on the products Increase conversion rate Seller who wants to enhance their brand awareness Differentiate your deals from other Sellers Reach customer who are very likely to make a purchase Create more than one SKU in bulk/mass Seller who want to provide a better shopping experience to their customers Sellers who want more visibility on premium placements Sellers who wants to sell more items together and enjoy more sales with every order Optimize shop performance Sellers who wants to empower business with data and globalize data platform. 55

56 Agenda 1. Welcome To Lazada 2. Required Documents, Fees & Payment Cycle 3. Introduction to Seller Center 4. Lazada Guidelines: i. Content & Image Guideline ii. Operations Guidelines iii. Seller Policies Lazada Tools i. Available Tools 6. Lazada University 7. Contact Point 56

57 Lazada University We re always here to support you! 10 tutorial categories 58 documents 37 video tutorials Seller community Service marketplace Support Center (FAQ page) Contact point 57

58 Agenda 1. Welcome To Lazada 2. Required Documents, Fees & Payment Cycle 3. Introduction to Seller Center 4. Lazada Guidelines: i. Content & Image Guideline ii. Operations Guidelines iii. Seller Policies Lazada Tools i. Available Tools 6. Lazada University 7. Contact Point 58

59 Contact Points Seller Center 1 Lazada University Partner Support Center 3 4 Service Market Place Seller Community 2 59

60 Thank You