Introduction to Seller Transparency

Transcription

1 Introduction to Seller Transparency

2 1. Introduction 2. Information on Seller Details a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Rating and Review 3. Official Store Badge 4. Frequently Asked Questions 2

3 Introduction Visibility to seller information Basic seller details and performance metrics will be shown to the customer on the Product detail pages and Seller profile pages. Seller & Product ratings and reviews Customers will be able to rate and review a seller and product after every purchase. 3

4 1. Introduction 2. Information on Seller Profile a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Ratings and Review 3. Official Store Badge 4. Frequently Asked Questions 4

5 Information on Seller Profile The seller profile page contains detailed information of the seller that is useful and can influence the purchase decision of the customer and increase sales for the seller. 1. Seller Location 2. Positive Seller Ratings 3. Main Category 4. Time on Lazada 5. Seller Size 6. Shipped on Time 7. Cancellation Rate 8. Seller Ratings and Reviews 9. Product Ratings and Reviews Seller Page - Profile Tab 1 Kuala Lumpur Seller Page - Profile Tab (cont)

6 1. Introduction 2. Information on Seller Profile a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Ratings and Review 3. Official Store Badge 4. Frequently Asked Questions 6

7 Information on Seller Profile Customers are able to rate and review sellers after each purchase. Customers can click on view more to expand and see all the reviews for the particular seller. An to rate and review the seller will be sent to the customer after successful deliveries. These ratings and reviews will be shown on the seller profile page. 7

8 1. Introduction 2. Information on Seller Profile a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Ratings and Review 3. Official Store Badge 4. Frequently Asked Questions 8

9 Introduction Product Detail Page (PDP) Product Detail Page (PDP) for Brands Product Detail Page (PDP) for New Sellers Kuala Lumpur Kuala Lumpur Kuala Lumpur 7.00 MYR 9

10 Introduction Lazada has just introduced seller details for Lazada s Mobile App. Kuala Lumpur 7.00 MYR Ops 5 star rating replaced by Positive Seller Ratings Logo removed for Time on Lazada No changes to Seller Size 10

11 Introduction Seller rating replaces Ops score Colour Codes Normal Seller Average seller Bad seller Average Seller Green: >= 70% Grey: >30% - < 70% Red: <= 30% 11

12 Introduction Positive Seller Ratings will be displayed only if there are at least 3 ratings from customers. How will stores with not enough ratings look like? Normal Seller New Seller Official Store Not enough ratings 12

13 Introduction 3.00 MYR 7.00 MYR Seller size and time on Lazada will be displayed on seller profile page as well as the product display page. A Link Go to store will be available for customers to click on. This will redirect the customers to the seller profile page MYR 13

14 Introduction RM Seller size and time on Lazada will be displayed on seller profile page as well as the product display page. A Link Go to store will be available for customers to click on. This will redirect the customers to the seller profile page 14

15 Information on Seller Profile Positive Seller Rating is based on % total positive ratings divided by total ratings received by a Seller. Only Customers who have bought from the Seller can provide this rating. This is updated weekly. Example: (20 Positive Reviews) (34 Total Seller Ratings and Reviews) = 58% 15

16 1. Introduction 2. Information on Seller Profile a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Ratings and Review 3. Official Store Badge 4. Frequently Asked Questions 16

17 Information on Seller Profile This enables customers to compare a seller with other sellers, in the same category for performance metrics e.g. Seller size, Shipped on time, Cancellation rate. Kuala Lumpur 17

18 1. Introduction 2. Information on Seller Profile a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Ratings and Review 3. Official Store Badge 4. Frequently Asked Questions 18

19 Information on Seller Profile Customers want to know who they are buying from, if it s a new or a seller that has been selling on Lazada for a while. The information being shown are those which are important to customers when they are making purchase decisions. Kuala Lumpur 19

20 1. Introduction 2. Information on Seller Profile a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Ratings and Review 3. Official Store Badge 4. Frequently Asked Questions 20

21 Information on Seller Profile Grow your business to increase Seller Size! Key drivers of growth starts with, 1. Adding great assortment at good prices. 2. Ensuring you have attractive images and engaging product description. Once you have mastered the basics, focus on driving traffic to your products through marketing and participating in our biggest campaigns! Kuala Lumpur 21 21

22 1. Introduction 2. Information on Seller Profile a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Ratings and Review 3. Official Store Badge 4. Frequently Asked Questions 22

23 Information on Seller Profile The Shipped on Time metrics is calculated based on how fast you set the order status to Ready to Ship and handover the package to the shipment provider. The target set for Shipped on Time is 95%. To achieve this, ensure that your packages are handed over to your 3PLs s or dropped off within the standard lead time stated by Lazada Kuala Lumpur Shipped The package is transferred to the logistics provider and on its way to you Try pre-packing your fast selling products to save time on packing and getting it shipped on time 23

24 1. Introduction 2. Information on Seller Profile a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Ratings and Review 3. Official Store Badge 4. Frequently Asked Questions 24

25 Information on Seller Profile Cancellation rate is only shown on the profile page for sellers who have breached the 2% cancellation rate threshold 2 weeks in a row Only seller initiated cancellations due to Out of stock, Wrong price, Late fulfilment etc. will be shown on the seller profile page. Kuala Lumpur To achieve this, 1. Check and update your stock level regularly. 2. Update lower stock level for items which are not popular or bulky items not stored in your warehouse 25

26 1. Introduction 2. Information on Seller Profile a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Ratings and Review 3. Official Store Badge 4. Frequently Asked Questions 26

27 Information on Seller Profile Customers are able to rate and review products after each purchase. Customers can click on view more to expand and see all the reviews for the particular product. An to rate and review the products will be sent to the customer after successful deliveries. These ratings and reviews will be shown on the seller profile page. 27

28 1. Introduction 2. Information on Seller Profile a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Ratings and Review 3. Official Store Badge 4. Frequently Asked Questions 28

29 Official Store Badge An official store badge indicates that the Seller is the brand (trademark) owner itself or possesses exclusive authorization from the brand owner to distribute their brand s products. This guarantees that the products are 100% authentic and are duly registered, if so required. PDP PDP - Multisource Seller Store Seller Profile Page MYR MYR MYR Seller size and Time on Lazada is not displayed for Official Stores MYR MYR MYR MYR 29

30 1. Introduction 2. Information on Seller Profile a. Overview b. Seller Ratings and Reviews c. Positive Seller Ratings d. Main Category e. Time on Lazada f. Seller Size g. Shipped on Time h. Cancellation Rate i. Product Ratings and Review 3. Official Store Badge 4. Frequently Asked Questions 30

31 Frequently asked questions Why is Seller information (Size, Time on Lazada) being shown to Customers? This is to enable customers to understand who they are buying from. The information being shown are those which are important to customers when they are making purchase decisions. What are the information about Seller that will be shown on website (PDP page only)? What is the benefit I can get with this project? Seller Size: Seller size is determined by the number of items a seller sold in the last 28 days. Sellers are ranked within their own category. Time on Lazada: Time on Lazada is the length of times since seller's is "live" on Lazada. Customers wants to know who they are buying from. The information being shown are those which are important to customers when they are making purchase decisions. This enables better performing sellers to differentiate themselves from those sellers who are not performing as well. 31

32 Frequently asked questions Can I edit the information on the being shown to customers? No, the information shown are facts about you as a seller on Lazada. We do not allow sellers to edit this information. Some tips on improving your seller metrics: Grow your business to increase seller size! Key drivers of growth starts with adding great assortment at good prices, and ensuring you have attractive images and engaging product description. Once you have mastered the basics, focus on driving traffic to your products through marketing and participating in our biggest campaigns! There is no information shown for a particular Seller Can I remove information I don t want to show? Why is my cancellation rate different from the one in Seller Center? Some performance related metric e.g. Seller size is only available when the seller has been operating for 28 days or more. No, the information shown are facts about you as a seller on Lazada. We do not allow sellers to edit this information. The cancellation rate in the Seller Profile page is inclusive of Fulfilment By Lazada (FBL) score since it is visible to customers and this indicates the overall store performance. The Seller Center s cancellation rate, on the other hand, excludes FBL score so that sellers can evaluate their own operation performance. 32

33 Frequently asked questions What if my information is incorrect? Please contact PSC if you discover errors in your seller information shown on the website. I don t understand what the metrics means. You can view more information about each Seller metric from the Help Center (Sellers on Lazada) MY

34 Thank you