How to Fulfill An Order in the Seller Center

Step 1 : Order Verification Lazada verifies all orders before it is pushed to your Seller Center. Payment Verification. If payment fails, order automatically cancelled Customer places an online order thru Lazada s website Manual Verification. Check purchase history, voucher abuse, and duplicate orders Call verification is being conducted for all orders to know if it s good to process. 2

Upon receiving your order within 24 hours, you should: 1. Prepare sales invoice 2. Print selected 3PL Shipping Label 3. Pack your product accordingly 4. Secure printed Shipping Label 5. Update SC status to READY TO SHIP 6. Wait for 3PL to pick up the items from your warehouse indicated on Seller Center 7. Make sure that warehouse address on Seller Center is updated and accurate 3

Step 2 : Printing You will be notified by email once a new order comes in. But it s best to regularly check your Seller Center account to avoid overlooking pending orders and incurring penalties. To find your pending order: In Seller Center, click Orders Manage Orders Pending. Always process orders from the earliest date to the latest. Orders must be processed within the first 24 hours of receipt. 1 2 3 4

Step 2 : Printing Search order filter 2 1 3 5

Step 2 : Printing Standards when printing and packing document printouts: 1. Shipping label should be placed on TOP of the package or the WIDEST AREA available, with all barcodes clearly visible. 2. Print on A6 paper 3. Print 2 copies of the Shipping Label / AWB 4. Printer settings: Paper: A6 Margin: Default Orientation: Portrait *check Headers and footers 5. Lastly, kindly ensure that the printing quality is good so that the barcodes can be easily scanned 6

Step 3 : Packing Carton Box Parcel Tape (preferably transparent or see-through) Bubble Wrap Foam/ Fillers / Shredded Paper Crate/frame (>10kg) Soft foam Stretch Wrap Plastic LAZADA pouch for fabric and small indestructible items 7

Stick on Pouch / Document Sleeve 8

Before putting your item in a pouch or box bubble wrap your item a minimum of 3 wraps. Items that should not be folded/ dented should be boxed 9

Brand provided boxing- should be re- boxed since display boxes may not be strong enough to withstand transport requirements Protect the product form vibration and pressure damage by wrapping the product and filling the empty spaces within the box. Liquids & glass items must be boxed, and set in a way to prevent movement, and absorb impact. Restrict product movement by using fillers in both the inner & outer boxes. 10

Large, Bulky, & Fragile Restrict product movement Crate > 10kg. Communicate handling reminders: We recommend the use of LAZADA provided boxes and pouches, You should meet applicable size and product type requirements. Visit: http://www.lazada.com.ph/lazada-pouches/ Password: merchant@lazadaph 11

Step 4 : Ready to Ship Once items are picked according to the invoices generated and items are packed accordingly, click on Ready to ship for the order to be validated 1 2 4 3 12

Step 4 : Carrier Manifest 1 3 4 2 13

Step 4 : Carrier Manifest Print 1 copy of Carrier Manifest Signs on documents from the pick-up team 14

Step 5 : Shipping Once the order has been shipped by the relevant 3PLs, the status will change from Ready to ship to Shipped within 24 hours. And after the order has been shipped and delivered by the relevant 3PLs to the customer, the status will shift from Shipped to Completed. This means that the order has been successfully processed from receipt to the completion of delivery. 15

Understanding the Lazada Order Fulfillment Process 16

End-to-End Order Flow Customer LAZADA Seller Order placement Order verification Pending in Seller Center Ready to ship Delivered Shipped Transit to ship 3PL LAZADA Express 17

How do I properly fulfill an order? Follow the 3P1R process Print (print picklist and air waybill) Pick (get item) Pack (pack the item with sales invoice) Ready to Ship (tag as RTS in Seller Center) Carrier Manifest (print carrier manifest) 18

How do I properly fulfill an order? 1 / PRINT your documents On Seller Center, go to Orders then Manage Orders Under Pending, check the orders to be processed and print the Stock Checklist (optional) and Shipping Label (2 copies for paper, 1 copy for sticker) Print (print picklist and air waybill) 19

How do I properly fulfill an order? 2 / PICK the item from your inventory Make sure that the item you are picking is what the customer ordered. Ensure the accuracy of item(s) to be picked by using the Stock Checklist available on Seller Center. The air waybill should not be used as a picklist. Picker (get item) 20

How do I properly fulfill an order? 3 / PACK the item properly Pack your item in accordance to our Packaging Guidelines. Place your company sales invoice inside the parcel before you seal it. Attach the air waybill on top or on the largest side of the box. Pack (pack the item with sales invoice) The sales invoice, air waybill, and the item should match! 21

How do I properly fulfill an order? 4 / Set order status to READY TO SHIP After you pack the item, go to Seller Center and set the order status to Ready to Ship (RTS) RTS is an alert for our pickup team to get the parcel at your warehouse. Ready to Ship (tag as RTS in Seller Center) To avoid default fees, do not set to RTS if the parcel is not yet picked & packed! 22

Handover of Orders to Lazada Express 24

Handover of Orders 1. Printing carrier manifest 2. Waiting time and loading time 3. Proper handover of items to LEX representative 4. Incident management 25

Creating your Carrier Manifest 26

Why is the carrier manifest important? PROOF OF PICKUP Used by Lazada to reconcile your orders in the event of a dispute / discrepancies Print your carrier manifest before the pickup arrives. Once the order status moves from RTS to Shipped, you can no longer include the order in the carrier manifest generated through Seller Center 27

Sellers must create their own Carrier Manifest that clearly show how many items will be picked up by the driver 1. Go to https://sellercenter.lazada.com.ph/ 2. Go to the tab 3. Select Manage Orders 4. Select Ready to ship from the Order Overviews 5. Select specific orders 6. Select Print Carrier Manifest 28

Sample carrier manifest extracted from Seller Center Print 1 copy for your reference Number of items in packages does not change the total number of packages This should be the number of parcels picked up on the driver s route sheet Get the driver s signature here 29

Waiting Time & Loading Time 30

Waiting Time (5 minutes) Arrival: Driver will inform merchant of arrival and note the time After 5 minutes: Driver will inform route team that loading has not started and will leave Rescheduling: If items are not available, reschedule pick ups Once the waiting time is over, LEX will leave the merchant s premises. This will be considered a missed pickup and will contribute to the lead time breach. 31

Loading Time (reasonable time) Start of load time: Note time on sheet Parcel count: Check if number of parcels equal carrier manifest Seller signature: Ensure both driver and merchant signs on the manifest and the routesheet Time Validation: Ensure that route team is informed of departure time Indicate departure time on the route sheet LEX should pick up all items that are ready for pickup. The driver will accept parcels that are only ready for pick up and will not wait for the merchant to pack more orders. 32

Actual Handover of Parcels 33

Things to Keep in Mind Follow First In, First Out (FIFO) Hand over to pickup oldest orders first based on order date All parcels in RTS should be handed over Report to PSC if there are parcels not accepted by LEX Report if truck is full or parcel too big Alert PSC ASAP for instances like these to send reinforcement Do not mix hand over of parcels for different shops Hand over the parcels account by account Do not hand over parcels without proper packaging Follow Lazada s packaging guidelines to avoid default fees Do not serve a parcel for the same order number twice Double-serving of parcels leads to losses for the merchant 34

All Lazada drivers carry a route sheet which contains the number of items they should pick up Note: this is a sample route sheet: due to the size of the new route sheet the actual sheet details is attached on the annex ROUTE SHEET This is a projection of your volume currently tagged as Ready to Ship Make sure this is correct Make sure this matches the carrier manifest Merchant should sign here after verifying the other details Merchants can verify this remark 35

Ensure that the number of picked up packages and signatures from the run sheet matches your carrier manifest ROUTE SHEET John M. Lim Seller s Signature Driver s Signature 3 09:00 09:05 09:45 3 0 John M. Lim Seller s Signature 36

Incident Management 37

Please report ASAP the following incidents to PSC: Bulky parcel for pickup Chat with PSC the day the order entered your Seller Center so that LEX can send the proper truck allocation the following day New pick-up address No / low battery scanner Invalid scanning / Driver did not accept parcels Full truck Road not accessible No pickup Other issues Update your profile on Seller Center and e-mail partnersupport@lazada.com.ph Report to PSC ASAP to check if the parcels to be handed over will be accepted manually by LEX. E- mail a copy of the carrier manifest signed by the driver to partnersupport@lazada.com.ph Chat with PSC ASAP to check if there are issues with accepting parcels Chat with PSC ASAP to check with LEX if they can send reinforcements Please report to PSC ASAP if roads leading to your warehouse are inaccessible (e.g, flooded roads, fire situation, road repair, etc.) Please report to PSC by the end of working day (around 6PM) if pickup did not arrive for the day even if you have orders on RTS from yesterday Please send an incident report to partnersupport@lazada.com.ph with the following details: Driver name, Date and time of pickup, Plate number of vehicle, Complete narration of events 38

Lazada Useful Links For other Lazada training decks and free online courses, please visit Lazada University: http://bit.ly/lazadauniph. Also check out Lazada Seller Center FAQs (Frequently-Asked Questions) on popular topics: http://bit.ly/phsc_faqs. Join the ever-growing Lazada Sellers online community: Facebook @LazadaPHSellerCommunity. 39

Thank you!