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Onboarding presentation - Vietnam - English

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OnboardingPresentation

The document provides an onboarding manual for new sellers on the Lazada e-commerce platform in Southeast Asia. It introduces key topics like managing products, prices, stock, orders and returns through the Seller Center dashboard. It emphasizes the importance of high quality product content and listings, maintaining accurate prices and stock levels, and fulfilling orders quickly to provide the best customer experience on Lazada.

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On-boarding Manual Indonesia PhilippinesMalaysia ThailandSingapore Vietnam
2 Welcome to Lazada!
3 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
4 First e-commerce website in Indonesia and SEA! More than 160k visitors everyday. More than 640k Facebook fans! Sales of our top 100 sellers grow over 20% every month! Southeast Asia’s first online shopping mall
5 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
6 Introduction to Seller Center 1. Menu tab 2. Pending orders 3. All orders summary 4. Merchant’s shop name 5. Sales summary 6. Latest news 5 2 1 3 4 6 • Seller Center is your access to all key information on doing business with Lazada: ⁻ To manage your products ⁻ To update stock and prices ⁻ To manage your orders ⁻ To check the commission and payment terms ⁻ To monitor the status of returned items ⁻ To check your financial statements ⁻ To check out news and updates from Lazada! What is SC? How can I log in? • Lazada sends to you an email with your unique ID and password. Then you can access to Seller Center anytime, anywhere. • You can update your general information (e.g. Bank Account) at Settings/Your Profile
7 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
8 Manage your Products – Content • In e-commerce, you need strongest and most appealing content (pictures, text and videos) to convince customers to buy your products • Products with high-quality content sell more! • You can manage the content of your products anytime on Seller Center • Lazada has professional photographers, journalists and video producers ready to help you Stronger! • You are the legal owner of the products. Products (including photos, logos, trademarks, industrial design, etc.) are protected by IP rights and distribution rights. You need a valid license to publish and sell your products on Lazada • In the case of improper use of IP rights, distribution rights or sale of fake products, Lazada will takes no responsibility and the contract will be terminated Let ’s be genuine!
9 Manage your Products – Content Quality • In order to offer high-quality content, please make sure that your product shows following information: • Text: • SKU code number • Brand and Product name (please note the naming table) • Package content • Product and package dimensions • Long description (up to 500 words) with correct, exhaustive, persuasive and coherent information! • Short description (3 key bullet points) • Warranty details • Price and shipping fee (if applicable) • Images • Between 3 and 8 images per SKU • Resolution of min. 600 x 600 dpi in JPG format • Files labeled with SKU number • Product in the center of the image, clearly in focus and covering a minimum of 70% of the size of the canvas • Image containing person is not allowed (except for fashion, accessories, health & beauty and sports goods) • Reflections should be avoided • Watermarks and picture text are not allowed • Background color consistent, white strongly preferred • If any of these details is missing, the product may not be published on the website! Let ’s be picky! Naming table
10 Manage your Products – How can I create a product? • Click “Products” at the Menu Tab and select “Add a Product” • Choose a primary category of your product • Click “Select” upon choosing the right product category • Next, click on “More Product Details” • Click at “Product Description” • Fill up the product description column • Fill in the product information • Fields marked with asterisk (*) are compulsory • You may add 3 additional categories for your product 21 3 4
11 Manage your Products – How can I create a product? • Fill in the “Highlights” field • Make sure that you list the core information of your product • Field must be filled with bullet points • Next, fill in the “What’s in the box” field • Next, click on “Delivery” and fill in the shipping time (min 6 days and max 14 days) • Click on “Add another product variation” if the product comes in different sizes (e.g. Fashion products) • Attention! For colors, you need to create a separate product • Next, click on “Product Pricing”, fill in the SKU, stock and price • You can fill in sale price if you want to offer a promotion. The sale needs to be scheduled for a specific duration 5 6 7 8
12 Manage your Products – How can I create many products? • Click on “Products” on the Menu and select “Import products” • Click on the right category and download the excel file • Enter the product details in the file and upload it • Copy all the cells from the template • Choose Import Mode: Import Product • Choose the csv file • Click Upload File • Download Open Office software • Paste the cells from the template in a new Open Office spreadsheet. Save the file as csv, check “Edit filter setting”, “Keep Current Format” and Choose “ UTF 8 “ in Character Set and ” ; “ in field delimeter 1 2 Key Point: please pay special attention to your products with higher sales potential! 43
13 Manage your Products – How can I add images? And what happens next? • Click on “Products” on the Menu and select “Manage Images” • Click on the product on “Images” • You can either drop images or select them from your computer • You can add up to 8 images for one product • The images will be checked by Lazada Content team • You can check the dimension of your image by clicking the right mouse button • Attention! If your product does not pass the QC, it will fall under “Poor Quality”. Here you can check the rejection reason • Click on the pencil icon under “Action” tab and edit whatever is necessary. Afterwards, it will go into QC queue again • Lazada will check the quality (QC) of your product content. This process can take around 24 hours • You can check the status of the QC process on Product Overview • Products with a green tick at the “visible” column passed the QC and are live on Lazada. Otherwise, there is some QC step pending 1 2 21
14 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
15 Manage your Products – Price & Stock • With Seller Center you can update your price anytime, anywhere and make sure that your product is better than the concurrence! • Please update accurate stock and price information on SC at least thrice a week • While maintaining confidentiality, your Vendor Manager can analyze your pricing strategy and compare it to that of your competitors • Partner Support Center can help you with the sales forecasting and sourcing planning of your products so that they never run out of stock • Cancellations must be avoided! They have a very negative impact on customers on e-commerce and will be penalized with 20,000VND! Better!
16 Manage your Products – How can I update price and stock levels of all my products on SC? • Click on “Products” on the Menu and select “Import products” • Click on “stock Update” or “price update” to download excel file • Use text to columns and update the information on the sheet • Copy all the cells from the template • If you don’t have it yet, download Open Office software • Paste the cells from the template in a new Open Office spreadsheet. Save file as csv, check “Edit filter setting”, “Keep Current Format” and Choose “ UTF 8 “ in Character Set and ” ; “ in field delimeter • Choose Import Mode: “Update Products” • Choose the csv file • Click Upload File 1 2 3 4 Key Point: please pay special attention to your products with higher sales potential!
17 Manage your Products – How can I update price and stock levels of one product on SC? • Click on “Products” at the Menu Tab • Select “Manage Products” • Any price update on SC will be shown on Lazada immediately • Any stock level update on SC will be shown on Lazada immediately • If you want to update the price, click on “Price” and update it • If you want to set a promotion, click on “Sale Price” and update it. Please pay attention to the duration of the promotion! If you don’t want any promotion, please leave it blank • If you wish to finish the promotion, just change the date • If you want to update the stock level, click on availability. Stock level means the amount of units in your total inventory, which are reserved for Lazada • You should only indicate on SC the stock which is currently in your warehouse and reserved for Lazada • If you are not interested in selling a product anymore, please de- activate it on the “Active” column 21 Key Point: keep your prices and stock levels always accurate and up-to-date!
18 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
19 Manage your Orders • Speed, speed, speed. Lazada customers expect fast delivery • Please check the status of your orders regularly (first thing in the morning and ideally every 2 hours!) on Seller Center. Prepare and ship your products with all the necessary documentation as soon as you can • Please pay special attention to the packaging. Lets present your product like a present! • Delays and bad packaging lead to higher cancellation and return rates • It is all about speed! If an order is not shipped within 48 hours, it will be penalized with 20,000 VND. Wrong deliveries will be penalized with 10,000 VND Faster!
20 Manage your Orders – How can I fulfill them? 1 . Drop -sh ip p in g 2 . F BL/ Th ird Party • You receive your orders on SC • You process the orders on SC • The 3PL picks up the items • The customer receives the item • Order status changes to “delivered” • You can monitor your FBL stock and orders on SC • Lazada coordinates with the third party the orders for you • Lazada coordinates with the third party the pick and pack of your products Key Point: Call the 3PL if you need Consignment Notes. Call Lazada if you do not get a response! 32 41 32 41 5 • You pick and pack your products • You prepare all necessary documentation • You deliver the products to the third party facilities • The 3PL picks up the items • The customer receives the item • Order status changes to “delivered”
21 Manage your Orders – How do I manage my orders in the drop-shipping model? • You will be alerted via email if you have new orders • A small red circle with a number will be visible on top right of the order tab. The number is the total of orders pending to be shipped • Click on “Orders” on the Menu and select “Manage Orders” • Click “Invoice” • Type in your own invoice number • Click “Print Invoice”, print 1 copy and insert in flyer • Click on “Shipped “ and enter the ID tracking number, as soon as items are ready to be packed! • 3PLs are ready to pick up your orders Mo-Fr from 2:00 PM till 6:00 PM and Saturdays from 8:00 AM till 12:00 AM • Please make sure that the package is identified with the correct Consignment Note (CN) • Please note that the TAX invoice might be requested by your customer. If you are not able to provide this document, the order will be penalized with 20,000 VND 1 2 Key Point: coordinate and follow-up with the 3PL to ship your products as soon as possible! 43
22 Manage your Orders – How do I manage my orders in the FBL/Third Party model? • You can view your products on FBL/Third Party and their current FBL stock on SC, by clicking on “Products”/”Fulfillment by Lazada” • You can send more any products to FBL/Third Party by clicking on “Send to Warehouse” and “Create a request” • Fill in the request and submit it • You can return your products from FBL/Third Party back to your warehouse anytime, by clicking on “Products”/”Fulfillment by Lazada” • Click on “Return from Warehouse”/”Create a New Request” • Fill in the request and submit it • You can see all the details of your requests by clicking on “Show details” of the specific request 21 3 4
23 Manage your Orders – Packaging: Lets present it like a present! • Good packaging protects products from any impact during handling and transportation. Bad packed products may get damaged, lead to bad customer experience and get returned! • Please do: • Do always wrap and package the original packaging • Use the right box type of hard carton • Use filling materials (bubble paper, polystyrene peanuts) for transportation. Lazada can provide you with Lazada branded packaging material • Please avoid: • Small polystyrene balls • Plastic boxes or plastic bags • Soft carton boxes or filling pieces Be ready for impact!
24 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
25 Manage your Returns • Customer is always right! At Lazada, we want to treat customers like Kings. • Be careful! A dissatisfied customer might never purchase on Lazada again and spread the voice about his experience to other customers! • Lazada supports you with the returns process so that products go back to you or to Lazada facilities as soon as possible (max. within 30 days) and get ready to be sold again • Please be reminded that all products offered on Lazada must comply with applicable Law; they need to be in good condition and correspond with the content shown on the website • Please note that products with high return rates (over 3%) will be de-listed Customer is King!
26 Manage your Returns – Why does it happen? 1 32 • The 3PL ships the product and tries to deliver it • The 3PL fails 3 attempts to deliver the item (the address is not valid, the customer is not reachable, etc.) 1. Failed deliveries • The 3PL ships and delivers your product to your customer • The customer changes his mind and in accordance with the Customer Returns Policy, returns back the product • The 3PL sends the product to Lazada’s appointed facility • It may also happen that the customer changes his mind and cancels the order at the doorstep • In these cases, the 3PL sends the product back to your facility • Lazada coordinates a quality check of the product • Depending on the outcome of the quality check and the agreement with you, our team sends the item back to your facility (within around 7 days after the products arrival) or keeps it in Lazada’s appointed facilities 2. Order returns 21 3 4 65 4
27 Manage your Returns – Where can I see them? What if I want them back? • Click on “Orders” and select “Manage Orders” • Select “Returned” • You can see the items being returned • You will receive an email from Lazada on the returned items • You can also click on the specific order and have access to all information related • If the returned item goes and remains at Lazada’s appointed facilities, you can check anytime the current stock. Click on “Manage Products” click on “available‘ • You will see an extra line with the specific stock (called “FBL”) • If you prefer to receive back the product, click on “Fulfillment by Lazada” / “Return from Warehouse”, and raise a return request 1 2 3 Key Point: returns lead- time depends on the customer returns policy and the delivery zone 4
28 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
29 Financial Reconciliation • Lazada carries out the financial reconciliation and the payments on a weekly basis • Following variables need to be considered: • Listing price of delivered items (status “delivered”) • Commission • Payment fees • Transport costs • Bulky item fees • Returns • Penalties (for seller cancellations or delayed shipment of items) • For FBL only, FBL warehouse and handling fees • You can check your updated financial statements anytime on Seller Center Lets win together!
30 Financial reconciliation – How do I get paid? 1. Weekly payment each Wednesday with Sunday as cut-off day 2. Each payment refers to delivered items (status “delivered”) in the week before (Monday to Sunday) 3. Seller will receive the payment within 1-3 working days (Sellers with Citibank account 1 working day) 4. Sellers can choose in alternative a monthly reconciliation cycle How does FR work? • You can see your financial statements anytime on Seller Center • Click on “Reports” and “Account Statement” • Choose time period – as a default, you will see the most recent time period. Use the drop-down to access information for previous time periods Where can I see it? Financial reconciliation cycle
31 Financial Reconciliation – Glossary • Item Revenue is the current sum of the selling price of the items shipped in the current payment cycle. The final figure is visible every Wednesday • Fee is the sum of commission and payment fee earned by Lazada as per the agreed contract • Fee on Refund is the current sum of the commission Lazada had deducted for the orders that have been returned. This sum is now added back to your sub-total (i.e., Lazada does not earn commission on returned orders) • Guarantee Deposit is the deposit we keep from your first revenue. This is consistent for every business partner • Opening Balance is the amount carried forward from the previous statement • Other Revenue is not a regular line item. It is used for ad-hoc adjustments such as reimbursement of shipping fee or credit in the unlikely case of mistakes in the previous payment cycle • Refund is the current sum of the selling price of the items that were returned by customers up to the cut-off date that will be deducted from your payout • Closing Balance reflects the Gross Payout to you. The Deposit is deducted from this Gross Payout to arrive at the net payout • Payout indicates amount that will be credited to your bank account Key Point: you can check your transactions on “Reports”/”Transaction Overview”
32 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
33 Key topics checklist – My roadmap to success! Treat customers like Kings! Go “pro” in the use of Seller Center Be picky! Offer the strongest and most appealing content on Lazada to attract customers! Be genuine! Get the right license for publishing and selling products on Lazada Reserve stock for Lazada and update stock levels at least thrice a week Plan a solid sourcing strategy and do not run out of stock Check prices regularly and always offer the most competitive one Avoid cancellations anytime! De-activate products you are not interested in selling anymore Please pay special attention to products with high sales potential Check your orders first thing in the morning Be fast in preparing your products and if possible, ship them during the same day Prepare all necessary documents, together with the product Pay special attention to the packaging. Present it like a present! Make sure that your products are in good condition and comply with applicable Law and regulations Please consider returns as a part of the game in e-commerce Please do not hesitate to contact your Lazada team, should you have any queries or need any help!
34 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
35 Contact – Help needed? • On-boarding Manager: • Phone : (08) 39421177 • Email ID: partnersupport@lazada.vn • Operation Hours: Mon-Fri 9:00AM - 6:00PM [Excluding Public Holidays] • Partner Support Center: • Phone : (08) 39421177 • Email ID: partnersupport@lazada.vn • Operation Hours: Mon-Fri 9:00AM - 6:00PM [Excluding Public Holidays] • For self learners: • Prepare for the On-boarding test here • Watch the videos: http://www.youtube.com/playlist?list=PL3RZPa2YPHv-9l- RW3sMASJPpslA_xez2 We ’ l l a l w ay s b e t h e re fo r y o u !
36

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Onboarding presentation - Vietnam - English

  • 3. 3 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
  • 4. 4 First e-commerce website in Indonesia and SEA! More than 160k visitors everyday. More than 640k Facebook fans! Sales of our top 100 sellers grow over 20% every month! Southeast Asia’s first online shopping mall
  • 5. 5 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
  • 6. 6 Introduction to Seller Center 1. Menu tab 2. Pending orders 3. All orders summary 4. Merchant’s shop name 5. Sales summary 6. Latest news 5 2 1 3 4 6 • Seller Center is your access to all key information on doing business with Lazada: ⁻ To manage your products ⁻ To update stock and prices ⁻ To manage your orders ⁻ To check the commission and payment terms ⁻ To monitor the status of returned items ⁻ To check your financial statements ⁻ To check out news and updates from Lazada! What is SC? How can I log in? • Lazada sends to you an email with your unique ID and password. Then you can access to Seller Center anytime, anywhere. • You can update your general information (e.g. Bank Account) at Settings/Your Profile
  • 7. 7 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
  • 8. 8 Manage your Products – Content • In e-commerce, you need strongest and most appealing content (pictures, text and videos) to convince customers to buy your products • Products with high-quality content sell more! • You can manage the content of your products anytime on Seller Center • Lazada has professional photographers, journalists and video producers ready to help you Stronger! • You are the legal owner of the products. Products (including photos, logos, trademarks, industrial design, etc.) are protected by IP rights and distribution rights. You need a valid license to publish and sell your products on Lazada • In the case of improper use of IP rights, distribution rights or sale of fake products, Lazada will takes no responsibility and the contract will be terminated Let ’s be genuine!
  • 9. 9 Manage your Products – Content Quality • In order to offer high-quality content, please make sure that your product shows following information: • Text: • SKU code number • Brand and Product name (please note the naming table) • Package content • Product and package dimensions • Long description (up to 500 words) with correct, exhaustive, persuasive and coherent information! • Short description (3 key bullet points) • Warranty details • Price and shipping fee (if applicable) • Images • Between 3 and 8 images per SKU • Resolution of min. 600 x 600 dpi in JPG format • Files labeled with SKU number • Product in the center of the image, clearly in focus and covering a minimum of 70% of the size of the canvas • Image containing person is not allowed (except for fashion, accessories, health & beauty and sports goods) • Reflections should be avoided • Watermarks and picture text are not allowed • Background color consistent, white strongly preferred • If any of these details is missing, the product may not be published on the website! Let ’s be picky! Naming table
  • 10. 10 Manage your Products – How can I create a product? • Click “Products” at the Menu Tab and select “Add a Product” • Choose a primary category of your product • Click “Select” upon choosing the right product category • Next, click on “More Product Details” • Click at “Product Description” • Fill up the product description column • Fill in the product information • Fields marked with asterisk (*) are compulsory • You may add 3 additional categories for your product 21 3 4
  • 11. 11 Manage your Products – How can I create a product? • Fill in the “Highlights” field • Make sure that you list the core information of your product • Field must be filled with bullet points • Next, fill in the “What’s in the box” field • Next, click on “Delivery” and fill in the shipping time (min 6 days and max 14 days) • Click on “Add another product variation” if the product comes in different sizes (e.g. Fashion products) • Attention! For colors, you need to create a separate product • Next, click on “Product Pricing”, fill in the SKU, stock and price • You can fill in sale price if you want to offer a promotion. The sale needs to be scheduled for a specific duration 5 6 7 8
  • 12. 12 Manage your Products – How can I create many products? • Click on “Products” on the Menu and select “Import products” • Click on the right category and download the excel file • Enter the product details in the file and upload it • Copy all the cells from the template • Choose Import Mode: Import Product • Choose the csv file • Click Upload File • Download Open Office software • Paste the cells from the template in a new Open Office spreadsheet. Save the file as csv, check “Edit filter setting”, “Keep Current Format” and Choose “ UTF 8 “ in Character Set and ” ; “ in field delimeter 1 2 Key Point: please pay special attention to your products with higher sales potential! 43
  • 13. 13 Manage your Products – How can I add images? And what happens next? • Click on “Products” on the Menu and select “Manage Images” • Click on the product on “Images” • You can either drop images or select them from your computer • You can add up to 8 images for one product • The images will be checked by Lazada Content team • You can check the dimension of your image by clicking the right mouse button • Attention! If your product does not pass the QC, it will fall under “Poor Quality”. Here you can check the rejection reason • Click on the pencil icon under “Action” tab and edit whatever is necessary. Afterwards, it will go into QC queue again • Lazada will check the quality (QC) of your product content. This process can take around 24 hours • You can check the status of the QC process on Product Overview • Products with a green tick at the “visible” column passed the QC and are live on Lazada. Otherwise, there is some QC step pending 1 2 21
  • 14. 14 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
  • 15. 15 Manage your Products – Price & Stock • With Seller Center you can update your price anytime, anywhere and make sure that your product is better than the concurrence! • Please update accurate stock and price information on SC at least thrice a week • While maintaining confidentiality, your Vendor Manager can analyze your pricing strategy and compare it to that of your competitors • Partner Support Center can help you with the sales forecasting and sourcing planning of your products so that they never run out of stock • Cancellations must be avoided! They have a very negative impact on customers on e-commerce and will be penalized with 20,000VND! Better!
  • 16. 16 Manage your Products – How can I update price and stock levels of all my products on SC? • Click on “Products” on the Menu and select “Import products” • Click on “stock Update” or “price update” to download excel file • Use text to columns and update the information on the sheet • Copy all the cells from the template • If you don’t have it yet, download Open Office software • Paste the cells from the template in a new Open Office spreadsheet. Save file as csv, check “Edit filter setting”, “Keep Current Format” and Choose “ UTF 8 “ in Character Set and ” ; “ in field delimeter • Choose Import Mode: “Update Products” • Choose the csv file • Click Upload File 1 2 3 4 Key Point: please pay special attention to your products with higher sales potential!
  • 17. 17 Manage your Products – How can I update price and stock levels of one product on SC? • Click on “Products” at the Menu Tab • Select “Manage Products” • Any price update on SC will be shown on Lazada immediately • Any stock level update on SC will be shown on Lazada immediately • If you want to update the price, click on “Price” and update it • If you want to set a promotion, click on “Sale Price” and update it. Please pay attention to the duration of the promotion! If you don’t want any promotion, please leave it blank • If you wish to finish the promotion, just change the date • If you want to update the stock level, click on availability. Stock level means the amount of units in your total inventory, which are reserved for Lazada • You should only indicate on SC the stock which is currently in your warehouse and reserved for Lazada • If you are not interested in selling a product anymore, please de- activate it on the “Active” column 21 Key Point: keep your prices and stock levels always accurate and up-to-date!
  • 18. 18 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
  • 19. 19 Manage your Orders • Speed, speed, speed. Lazada customers expect fast delivery • Please check the status of your orders regularly (first thing in the morning and ideally every 2 hours!) on Seller Center. Prepare and ship your products with all the necessary documentation as soon as you can • Please pay special attention to the packaging. Lets present your product like a present! • Delays and bad packaging lead to higher cancellation and return rates • It is all about speed! If an order is not shipped within 48 hours, it will be penalized with 20,000 VND. Wrong deliveries will be penalized with 10,000 VND Faster!
  • 20. 20 Manage your Orders – How can I fulfill them? 1 . Drop -sh ip p in g 2 . F BL/ Th ird Party • You receive your orders on SC • You process the orders on SC • The 3PL picks up the items • The customer receives the item • Order status changes to “delivered” • You can monitor your FBL stock and orders on SC • Lazada coordinates with the third party the orders for you • Lazada coordinates with the third party the pick and pack of your products Key Point: Call the 3PL if you need Consignment Notes. Call Lazada if you do not get a response! 32 41 32 41 5 • You pick and pack your products • You prepare all necessary documentation • You deliver the products to the third party facilities • The 3PL picks up the items • The customer receives the item • Order status changes to “delivered”
  • 21. 21 Manage your Orders – How do I manage my orders in the drop-shipping model? • You will be alerted via email if you have new orders • A small red circle with a number will be visible on top right of the order tab. The number is the total of orders pending to be shipped • Click on “Orders” on the Menu and select “Manage Orders” • Click “Invoice” • Type in your own invoice number • Click “Print Invoice”, print 1 copy and insert in flyer • Click on “Shipped “ and enter the ID tracking number, as soon as items are ready to be packed! • 3PLs are ready to pick up your orders Mo-Fr from 2:00 PM till 6:00 PM and Saturdays from 8:00 AM till 12:00 AM • Please make sure that the package is identified with the correct Consignment Note (CN) • Please note that the TAX invoice might be requested by your customer. If you are not able to provide this document, the order will be penalized with 20,000 VND 1 2 Key Point: coordinate and follow-up with the 3PL to ship your products as soon as possible! 43
  • 22. 22 Manage your Orders – How do I manage my orders in the FBL/Third Party model? • You can view your products on FBL/Third Party and their current FBL stock on SC, by clicking on “Products”/”Fulfillment by Lazada” • You can send more any products to FBL/Third Party by clicking on “Send to Warehouse” and “Create a request” • Fill in the request and submit it • You can return your products from FBL/Third Party back to your warehouse anytime, by clicking on “Products”/”Fulfillment by Lazada” • Click on “Return from Warehouse”/”Create a New Request” • Fill in the request and submit it • You can see all the details of your requests by clicking on “Show details” of the specific request 21 3 4
  • 23. 23 Manage your Orders – Packaging: Lets present it like a present! • Good packaging protects products from any impact during handling and transportation. Bad packed products may get damaged, lead to bad customer experience and get returned! • Please do: • Do always wrap and package the original packaging • Use the right box type of hard carton • Use filling materials (bubble paper, polystyrene peanuts) for transportation. Lazada can provide you with Lazada branded packaging material • Please avoid: • Small polystyrene balls • Plastic boxes or plastic bags • Soft carton boxes or filling pieces Be ready for impact!
  • 24. 24 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
  • 25. 25 Manage your Returns • Customer is always right! At Lazada, we want to treat customers like Kings. • Be careful! A dissatisfied customer might never purchase on Lazada again and spread the voice about his experience to other customers! • Lazada supports you with the returns process so that products go back to you or to Lazada facilities as soon as possible (max. within 30 days) and get ready to be sold again • Please be reminded that all products offered on Lazada must comply with applicable Law; they need to be in good condition and correspond with the content shown on the website • Please note that products with high return rates (over 3%) will be de-listed Customer is King!
  • 26. 26 Manage your Returns – Why does it happen? 1 32 • The 3PL ships the product and tries to deliver it • The 3PL fails 3 attempts to deliver the item (the address is not valid, the customer is not reachable, etc.) 1. Failed deliveries • The 3PL ships and delivers your product to your customer • The customer changes his mind and in accordance with the Customer Returns Policy, returns back the product • The 3PL sends the product to Lazada’s appointed facility • It may also happen that the customer changes his mind and cancels the order at the doorstep • In these cases, the 3PL sends the product back to your facility • Lazada coordinates a quality check of the product • Depending on the outcome of the quality check and the agreement with you, our team sends the item back to your facility (within around 7 days after the products arrival) or keeps it in Lazada’s appointed facilities 2. Order returns 21 3 4 65 4
  • 27. 27 Manage your Returns – Where can I see them? What if I want them back? • Click on “Orders” and select “Manage Orders” • Select “Returned” • You can see the items being returned • You will receive an email from Lazada on the returned items • You can also click on the specific order and have access to all information related • If the returned item goes and remains at Lazada’s appointed facilities, you can check anytime the current stock. Click on “Manage Products” click on “available‘ • You will see an extra line with the specific stock (called “FBL”) • If you prefer to receive back the product, click on “Fulfillment by Lazada” / “Return from Warehouse”, and raise a return request 1 2 3 Key Point: returns lead- time depends on the customer returns policy and the delivery zone 4
  • 28. 28 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
  • 29. 29 Financial Reconciliation • Lazada carries out the financial reconciliation and the payments on a weekly basis • Following variables need to be considered: • Listing price of delivered items (status “delivered”) • Commission • Payment fees • Transport costs • Bulky item fees • Returns • Penalties (for seller cancellations or delayed shipment of items) • For FBL only, FBL warehouse and handling fees • You can check your updated financial statements anytime on Seller Center Lets win together!
  • 30. 30 Financial reconciliation – How do I get paid? 1. Weekly payment each Wednesday with Sunday as cut-off day 2. Each payment refers to delivered items (status “delivered”) in the week before (Monday to Sunday) 3. Seller will receive the payment within 1-3 working days (Sellers with Citibank account 1 working day) 4. Sellers can choose in alternative a monthly reconciliation cycle How does FR work? • You can see your financial statements anytime on Seller Center • Click on “Reports” and “Account Statement” • Choose time period – as a default, you will see the most recent time period. Use the drop-down to access information for previous time periods Where can I see it? Financial reconciliation cycle
  • 31. 31 Financial Reconciliation – Glossary • Item Revenue is the current sum of the selling price of the items shipped in the current payment cycle. The final figure is visible every Wednesday • Fee is the sum of commission and payment fee earned by Lazada as per the agreed contract • Fee on Refund is the current sum of the commission Lazada had deducted for the orders that have been returned. This sum is now added back to your sub-total (i.e., Lazada does not earn commission on returned orders) • Guarantee Deposit is the deposit we keep from your first revenue. This is consistent for every business partner • Opening Balance is the amount carried forward from the previous statement • Other Revenue is not a regular line item. It is used for ad-hoc adjustments such as reimbursement of shipping fee or credit in the unlikely case of mistakes in the previous payment cycle • Refund is the current sum of the selling price of the items that were returned by customers up to the cut-off date that will be deducted from your payout • Closing Balance reflects the Gross Payout to you. The Deposit is deducted from this Gross Payout to arrive at the net payout • Payout indicates amount that will be credited to your bank account Key Point: you can check your transactions on “Reports”/”Transaction Overview”
  • 32. 32 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
  • 33. 33 Key topics checklist – My roadmap to success! Treat customers like Kings! Go “pro” in the use of Seller Center Be picky! Offer the strongest and most appealing content on Lazada to attract customers! Be genuine! Get the right license for publishing and selling products on Lazada Reserve stock for Lazada and update stock levels at least thrice a week Plan a solid sourcing strategy and do not run out of stock Check prices regularly and always offer the most competitive one Avoid cancellations anytime! De-activate products you are not interested in selling anymore Please pay special attention to products with high sales potential Check your orders first thing in the morning Be fast in preparing your products and if possible, ship them during the same day Prepare all necessary documents, together with the product Pay special attention to the packaging. Present it like a present! Make sure that your products are in good condition and comply with applicable Law and regulations Please consider returns as a part of the game in e-commerce Please do not hesitate to contact your Lazada team, should you have any queries or need any help!
  • 34. 34 Index  Lazada at a glance  Key topics: – Introduction to Seller Center – Manage your Products - Content Production – Manage your Products - Price & Stock – Manage your Orders – Manage your Returns – Financial Reconciliation – Key topics checklist  Contact
  • 35. 35 Contact – Help needed? • On-boarding Manager: • Phone : (08) 39421177 • Email ID: [email protected] • Operation Hours: Mon-Fri 9:00AM - 6:00PM [Excluding Public Holidays] • Partner Support Center: • Phone : (08) 39421177 • Email ID: [email protected] • Operation Hours: Mon-Fri 9:00AM - 6:00PM [Excluding Public Holidays] • For self learners: • Prepare for the On-boarding test here • Watch the videos: http://www.youtube.com/playlist?list=PL3RZPa2YPHv-9l- RW3sMASJPpslA_xez2 We ’ l l a l w ay s b e t h e re fo r y o u !
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Editor's Notes