On-boarding Manual

On-boarding Manual

Indonesia Philippines Malaysia Thailand Singapore Vietnam

Welcome to Lazada!

First e-commerce website in Philippines and SEA!

More than 230K visitors everyday. More than 2 million Facebook fans!

Sales of our top 100 sellers grow over 20% every month!

Southeast Asia’s first online shopping mall

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

Who is responsible for what?

5

Lazada’s responsibility Seller’s responsibilities

IT infrastructure

• Website setup, maintenance

• Order manage-ment system

Marketing

Lazada invests massively in

various online & offline

marketing channels

Seller can co-invest to

benefit from Lazada’s top marketing

team

Customer Service

Lazada’s customer

service handles all customer questions

Content

Seller provides input

and Lazada uploads all

required product

information

Warehouse

Items remain stored in

Seller warehouse, unless you

rent space at Lazada’s

warehouse

fulfillment

You can either package items by yourself or benefit from

Lazada fulfilment services

Shipping

Shipping is always done

by Lazada 3PL partners

Selling on Lazada Marketplace requires no investments in it, customer service or logistics network

Verification email

H o w c a n I l o g i n ? • 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

http://youtu.be/YWnjaCZlABo

Introduction to Seller Center

• 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!

W h a t i s S C ?

Seller Center is the remote to your virtual shop!

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1

3

4

6

1. Menu tab 2. Pending orders 3. All orders summary 4. Merchant shop name 5. Sales summary 6. Latest news

Index

Lazada at a glance

Key topics:








Contact

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

S t r o n g e r !

• 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 take no responsibility and the contract will be terminated

L e t ’s b e g e n u i n e !

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 80% 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 and only pictures with a

white background are allowed!

• If any of these details is missing, the product may not be published on the website!

L e t ’s b e p i c k y !

Naming table

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

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3 4

http://youtu.be/emqvUqdcgDY

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 5

days and max 10 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

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7 8

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 Products • 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!

4 3

http://sourceforge.net/projects/openofficeorg.mirror/files/4.1.0/binaries/en-US/Apache_OpenOffice_4.1.0_Win_x86_install_en-US.exe/download


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 depends on the quality check (QC) backlog at Lazada; it could take up to 5 working days.

• 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

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Index

Lazada at a glance

Key topics:








Contact

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 competition!

• 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 and will be penalized.

B e t t e r !

http://youtu.be/emqvUqdcgDY

Rules on proper Stock Management

1. Seller Center Stocks = Actual Physical stocks • If you cannot touch it yet, don’t put it is Seller Center

2. Stock Allocation for Lazada is Mandatory • Whatever stock level you put in Seller Center is considered RESERVED for

Lazada Customers • Stock levels reflecting in Seller Center should be ready for pickup at a

moment’s notice 3. Fulfill l pending orders before updating stocks

• Always consider pending orders when updating stocks

A c c u r a c y !

Checking your stocks

20

1. You may also check your FBL stocks per SKU by going to Products> Manage Products

2. Click the Pencil icon beside the stock quantity. FBL stocks will be shown in “Lazada Warehouse”

Checking your stocks

21

1. You may also check your FBL stocks per SKU by going to Products> Manage Products

2. Click the Pencil icon beside the stock quantity. FBL stocks will be shown in “Lazada Warehouse”.

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

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Key Point: please pay special attention to your products with higher sales potential!



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” • There might be a delay in price changes due to a quality check

done by Lazada, while the stock level is synchronized immediately. However, if the Seller is not verified yet, the stock level update will not synchronize.

• 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

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Key Point: keep your prices and stock levels always accurate and up-to-date!

Index

Lazada at a glance

Key topics:








Contact

Manage your Orders

• Speed, speed, speed. Lazada customers expect fast delivery

• Always aim for 24 hour order ship lead time • It is all about speed! If an order is not shipped within

48 hours, they will be canceled. • Orders will be canceled due to Sourcing Delay after

48 hours. This will lead to Penalties equal to the commission.

• 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

Fa s t e r !

http://youtu.be/r6Ehl5OOXhM

Order Fulfillment – What are the models

26

Customer Customer

Lazada Warehouse 3PL

3PL

Lazada Warehouse

3PL

Customer

Drop-shipping FBL Cross-docking • Lazada works

with the 2 top 3rd

Party Logistics

(3PL) companies

in the Philippines

namely, 2Go and

LBC.

• Lazada will email

your account

number with the

3PLs and their

contact details to

you

Order fulfillment – How does Drop-shipping work

27

Incoming customer

orders for your

products via

Lazada website

Lazada verifies

order and transfers

orders and

customer

information to you

You validate the

orders and start

preparing the items

for the pick-up

(packaging,

invoicing, etc.)

Our delivery

partner (3PL) picks

up the items and

delivers with

Track&Trace

service

You receive

information via

Seller Center

24/7 4 hours later Immediately 4:30 pm 8:00 am-5:00pm

the next day

Drop-shipping by Marketplace Seller

Hot Tip: You have to check SC regularly for pending orders. Any order needs to be shipped within 48 hours and same day shipping is strongly preferred

Order fulfillment – How does FBL work

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You deliver B2B

orders to Lazada’s

Warehouse

Lazada stores your

products (also in

specific cold, bulky

or security storage)

We take of the

pick, pack and

delivery process of

the products to the

customer

Delivery Process

via 3PL or In-house

Fleet including

Track&Trace

process

Incoming customer

order will be

transferred via

OMS to the

warehouse

8:00 am 5:00 pm

8:00 am 5:00 pm

24/7 9:00 am 5:00 pm

6:00 pm

FBL with a Marketplace Seller

Hot Tip: PSC and Key Account Managers can help you forecast the most effective quantity of stocks to place in our Warehouse.

Order fulfillment – How does Cross-docking work

29

Incoming

customer

orders for your

products via

Lazada

website

Lazada verifies

order and transfers

orders and

customer

information to you

3PL starts

delivering

items to

customers

You receive

information via

Seller Center

and

24/7 4 hours later Immediately 6:00 pm 7:00 am the

next day

Cross-docking by Marketplace Seller

Hot Tip: You have to check SC regularly for pending orders. Any order needs to be shipped within 24 hours and same day shipping is strongly preferred

You validate the

orders and start

preparing the

items for the

pick-up

Lazada picks up

and brings the

items to the WH

for packing and

Track&Trace

12 noon

Order Fulfillment- How do I know if I have an order?

30

1. You will be alerted via email 2. A small red circle with a number will be visible on top right of the order tab. The number is the total

orders that is pending for fulfillment 3. Pending Order Items on the homepage will show the number of orders

We

recommend

you start your

day at the

warehouse

by checking

pending

orders in

Seller Center

every

morning!

How to Fulfill Orders?

Go to Orders > Pending Orders and click on the positive (+) sign > Click on “Ready to Ship”

Go to Orders > Pending Orders and click on the positive (+) sign > Click on “Ready to Ship”

Make sure that you have the item/s in the order on hand before clicking “Ready to ship”. Clicking “ready to ship signals the Lazada WH that this specific item is ready for pick-up.

Create Package and Next

33

Automated invoice numbers are appear on this field but you can input you actual company invoice number if you prefer.

Save Invoice number and Next

Click “Ready to Ship”

Click “Shipping Label”

Print 3 copies of the Shipping Label

Shipping labels should look like this. Please call partner support if and when you cannot see a bar code. 2 copies will be for the currier and 1 will be for the customer.

Important! Barcodes should be visible . If there are no barcodes, kindly call PSC.

Reminders: 1.Invoice should be printed in white paper 2. A4/Short size is acceptable 3.BARCODES should be visible

Remember: If the Shipping Label does not look like this, call Partner Support Center Before proceeding.

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

manufacturing packaging • Use the right box type of hard carton • Use filling materials (bubble paper,

polystyrene peanuts) for transportation.

• Please avoid: • Small polystyrene balls • Plastic boxes or plastic bags • Soft carton boxes or filling pieces

B e re a d y fo r i m p a c t !

http://youtu.be/pcmhTdXm_gI

Create your own company Invoice. This along with 3 copies on Shipping Labels are required. Slip it with the orders, it should be accessible for the rider.

3 Copies of SC shipping label

1 copy of your Company’s invoice address to customer

Documents should be outside and readily accessible

Company invoice amount should be equal to “Subtotal”

Items should be packaged with protective materials like bubble wrap even inside the

pouches.

For items that cannot fit pouches you may use your own boxes or the original packaging. Protective packaging ensures

that the customer receives the item in good condition.

For items that cannot fit pouches you may use your own boxes or the original packaging. Protective packaging ensures that the

customer receives the item in good condition.

Here’s a video regarding packaging:

• https://www.youtube.com/watch?v=2TvCyTzhE6w

Transmittal forms

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Hot Tip: Pickup transmittal form is a vital document for both parties to take note of which orders are picked up.

1. Lazada will send a transmittal form via email before pickup. This form will include all the items you have shipped until 4:30

2. Print 2 copies of this. One for you and one for the Currier 3. Mark which items are picked up and which are not. It will also include the total quantity of items picked up. 4. Always make sure that all orders are marked accordingly and both parties sign the form. This ensures proper transfer of liability.

4

1. Print 2 Copies of the Transmittal

2. Make sure that orders are marked properly (Picked up/Not Picked up), and the form is signed by both parties.

FBL stock Management – Inputting FBL Stocks

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1. Go to Products > Fulfillment by Lazada 2. Go to “Send to Warehouse” tab and Click “Create a request” 3. Search for the SKU and input the amount of stocks you want to put in FBL 4. Choose whether you are going to send the items or if you want Lazada to pickup the items. 5. Click Submit


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FBL stock Management – Requesting for stock pull-out

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You can also request for items to be returned to you at any time. You can do this by doing the same steps as inputting stocks.

You can choose to pickup items or have Lazada deliver stocks to you.

FBL stock Management –Checking your stocks

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1. Go to Products > Fulfillment by Lazada 2. The Products Tab will show you all the SKUs and Quantity of items that are

currently inbounded in the WH.


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1. Go to Products > Fulfillment by Lazada 2. The Products Tab will show you all the SKUs and Quantity of items that are

currently inbounded in the WH.


55

Sales from FBL stocks from the past 4 weeks

Sum of all FBL stock requests submitted but are not yet in the warehouse or not yet inbounded.

Total number of stocks inbounded and available for customer orders.

You can input a certain number here. Once Available Stocks hit the same number you will receive a notification alert to replenish

Index

Lazada at a glance

Key topics:








Contact

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 your or to Lazada facilities as soon as possible (max. within 30 days, from the moment that the Customer or Lazada opens the ticket, till the moment that the product is returned to the Seller) 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.

C u s t o m e r i s K i n g !

http://youtu.be/L5Nls0qfxj0

Manage your Returns – Why does it happen?

1 3 2

• 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 . Fa i l e d d e l i ve r i e s

• 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 14 days after the products arrival) or keeps it in Lazada’s appointed facilities

2 . O rd e r re t u r n s

2 1 3 4 6 5

4

Manage your Returns

• 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

• 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 14 days after the products arrival) or keeps it in Lazada’s appointed facilities

1 . O rd e r re t u r n s

2 1 3 4 6 5

Returned Items (except for non-sellable items) will be inbounded to you FBL stocks for visibility and faster order fulfillment. • You can request return of all FBL items at any time

Returns Management – How to check if an item is being returned

60

1. Click on ‘Orders’, select ‘Manage Orders’ and ‘Returned’ 2. Reasons for the return may be seen in the Order History, which can be checked by clicking on

each order number.

Hot Tip: 30 days is the maximum return time frame offered by Lazada to customers. It could take upto 1 month for the item to return to you

Returns Management – How to check if an item is being returned

61

1. Scroll to Comments section to view the reason for Returns

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

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3

Key Point: returns lead-time depends on the customer returns policy and the delivery zone

4

Index

Lazada at a glance

Key topics:








Contact

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 “shipped” for

Cross-Docking Model and status “Ready to Ship” for Drop-Shipping Model)

• 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

L e t s w i n t o g e t h e r !

http://youtu.be/2sz96atIswk

Marketplace Cashflow

65

Lazada will release payments for all items successfully delivered to the Customers Check releasing/bank transfer is done every Friday after the cut off.

CALCULATION OF PAYMENTS

Net* of items sold [ delivered ] - Net* Lazada Fees [ selling + shipping ] + 10% WHT on commission + 2% WHT on shipping

* Net of rejections & returns

MON TUE WED THU FRI SAT SUN MON TUES WED THUR FRI

Orders cut-off Payment

release

T

SOA Available in Seller

Center

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Financial Reconciliation – How to check the amount that will be paid

1. Click on “Reports” and “Account Statement”

2. 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

Financial Reconciliation – How to understand the details of the amount that will be paid

67

1. Click on “Reports”, select “Transaction Overview” 2. Choose Date Range– as a default, you will see the most dated time period first. Use the drop-down to access information for

previous time periods, or search by date and transaction number 3. For every entry, you can view the details, amount, statement cycle and reference number

Transaction Type has the following options

• Item Price Credit shows the entry with the selling price of the item

• Commission shows the entry with the commission earned by Lazada

• Payment fee shows the entry with the payment fee charged by Lazada

• Item Price shows the entry with the selling price of the item that has been returned

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”

Index

Lazada at a glance

Key topics:








Contact

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!

Index

Lazada at a glance

Key topics:








Contact

Contact – Help needed?

• Partner Support Center: • Phone : +63 (0) 2795 8925 • Email PH: [email protected] • Operation Hours: Mon-Fri 9:00AM - 6:00PM [Excluding

Public Holidays]

• If you are looking for Packaging Supplies you can check: Cell pack industries* Victoria Street valenzuela Faye rheano 09228806085

• For pouch requests please access this form: http://bit.do/LazadaPHPouchRequest

• Content Production: here

• Naming & Information Requirements: here

• For self learners:

• More information here • Watch the videos:

http://www.youtube.com/playlist?list=PL3RZPa2YPHv9X8QNehWUEy5CPmw9KlRRx

*this is a suggestion and no merchant is required to purchase specifically from this supplier

W e ’ l l a l w a y s b e t h e r e f o r y o u !

mailto:[email protected]

http://bit.do/LazadaPHPouchRequest

http://bit.do/LazadaPHPouchRequest

http://1drv.ms/1pvXf6P

https://docs.google.com/document/d/1wzOTSlCBFLDSfVsNlhBU5DbuHWrnCxMSvsfg0Ctz4Dc/edit?usp=sharing



On-boarding Manual

Documents

Transcript of On-boarding Manual