Onboarding presentation - Indonesia

On-boarding Manual
Indonesia PhilippinesMalaysia ThailandSingapore Vietnam

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 400k visitors everyday.
More than 1.7 million Facebook fans!
Sales of our top 100 sellers
grow over 20% every month!
Southeast Asia’s first online shopping mall

5
Index
 Key topics:
 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
 Key topics:
 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 3 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
1 2
21

14
Index
 Key topics:
 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 a 100K IDR fee as
well as with the commission!
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 within 24 hours
• Any stock level update on SC will be shown on Lazada only if the
Seller and the Product have been verified
• 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 not,
please indicate a 0
• 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
 Key topics:
 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 a 100K IDR fee as
well as with the commission
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 carrier (3PL) as well as the
tracking number
• 3PLs are ready to pick up your orders from 2:00 PM till 6:00 PM
and they work Saturdays and Sundays as well
• Fill up the Customer’s Name and Shipping Address on the
Consignment Note (CN)
• For JNE, fill up the amount on the CN. The
amount should be the same as the total
amount on the Invoice
1 2
Key Point: coordinate
and follow-up with the
3PL to ship your products
as soon as possible!
3 4

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
 Key topics:
 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 your 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 2%) 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 5 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
 Key topics:
 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
• So far Lazada has paid over IDR billion to satisfied
business partners!
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
 Key topics:
 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
 Key topics:
 Contact

35
Contact – Help needed?
• On-boarding Manager:
• Phone : (+62) 21 29490239
• Email ID: partnersupport@lazada.co.id
• Operation Hours: Mon-Fri 9:00AM - 6:00PM
[Excluding Public Holidays]
• Partner Support Center:
• Phone : (+62) 21 29490239
• Email ID: partnersupport@lazada.co.id
• 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=PL3RZPa2YPHv9X8QNeh
WUEy5CPmw9KlRRx
We ’ l l a l w ay s b e t h e re fo r y o u !

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