MP Seller Starter Kit - Malaysia

Strictly Confidential
MP Seller Starter Kit
Indonesia PhilippinesMalaysia ThailandSingapore Vietnam

Introduction
The objective of this document is to introduce some key aspects on working with
Lazada
– Introduction to Seller Center
– Content Production
– Price & Stock Management
– Order Fulfilment
– Returns
– Financial Reconciliation
If you are going through this document in self- learning mode, we encourage you to
open Seller Center in your web browser and try the functionality simultaneously
Please ask questions to the Trainer or the Partner Support Center if any part of the
document is not fully clear. Please note this material is supplemented by videos
and more detailed guides. You will also need to clear the Assessment test on these
topics.
2

Agenda
Brief introduction to Lazada and Marketplace (MP) platform
Secrets to success on Lazada MP platform
Key topics for successful partnership with Lazada
– Returns
Resources for further help and questions
3

Agenda
– Returns
4

Welcome to the Lazada family!
Lazada is the #1 e-commerce website in
Malaysia
We get more than 180 000 visitors on
our website everyday . It is more than
double the volume of daily visitors in
Malaysia’s largest shopping mall, One
Utama
We have 940k + Facebook fans. More
than Maxis, Starbucks and McDonalds!
Everybody has a fair chance to succeed!
– Average sales for our top 100 sellers
have grown over 20% every month
– 3 of our top 5 sellers only joined our MP
platform in the last 3 months!
5
We are very happy that you have decided to partner with us. We
are keen to invest in making you successful on our platform!

Your friends at Lazada
6
Sales manager Onboarding manager
Introduced you to
Lazada, will help you
to set up (e.g., create
content to upload on
Lazada website) before
handing over to Vendor
manager
Explain basics of working
with Lazada in Open
University. Will continue
to be your coach
(especially during your
first 30 days)
Vendor manager
Your Account manager,
will take responsibility
for your success, and be
your point of contact
on Pricing, Assortment,
Marketing
Partner Support
Center
Your point of contact for
queries, requests and
complaints on all topics
not covered by Vendor
manager – Operations,
Finance, IT

Secrets to success at Lazada
7
Top 3 seller in Mobiles on Lazada
Top 3 seller in
Fashion on Lazada
Top 5 seller in
Home Appliances
on Lazada
Earlier my warehouse staff
would not check for orders we
get from Lazada everyday. We
missed many orders because of
this. Now, I ask them to log in to
Seller Center first thing in the
morning and set up time with
3PL for pick up.
And the sales impact is dramatic,
one thing leads to another and
my account manager also takes
interest and helps me get more
traffic to my products!
In my experience, it is most important to invest in
describing products in detail. My sales really shot up
once I took effort to write interesting description and
photos for my products
What has been helpful
for me is to check price
and stock level of my fast
moving items – I try to
constantly stay on top
of these SKUs as they
generate most of my
business

Agenda
– Returns
8

Introduction to Seller Center
9
Web address - https://sellercenter.lazada.com.my/
• Seller Center is your access to all key
information on doing business with
Lazada:
⁻ Commission and payment terms
⁻ Product creation on website
⁻ Stock and price updates for SKUs
⁻ Orders received
⁻ Order fulfilment
⁻ Returns status
⁻ Financial Reconciliation
⁻ Important news and updates
• It can be accessed through any web
browser with your unique ID and
password
• You will get your access details in your
email once you have registered with us
Hot Tip: You should get the person
who will manage your inventory and
ship orders trained on Seller Center

Seller Center - Homepage
10
1. Merchant’s Shop Name
2. Menu Tab
3. Pending orders
4. All orders Summary
5. News- Latest news by Lazada to merchants
6. Sales Summary of the merchant
1
2
3
4
5
6
Hot Tip:
You can
update your
general
information
(e.g., Bank
Account) at
Settings ->
Your Profile

Agenda
– Returns
11

Content Production – Why is it important
12
Content Production refers to the
description and photo of the products
that you want to sell on Lazada
It is an investment on your part to boost
your sales – similar to the offline shop
where you create displays
We request you to use the Seller
Center to either create product pages
one-by-one or through bulk upload
What is Content Production? Why is it important?
Direct correlation of quality of content to sales!

Content Production – What does the product look like
on Lazada’s website?
13

Content Production – Planning content production
14
By Seller By Lazada
Mass upload of SKUs One SKU at a time
1. Click ‘Products’ at the
Menu Tab
2. Select ‘Import
Products’
3. Download the excel
file, enter details, and
upload it
1. Click ‘Products’ at
the Menu Tab
2. Select ‘Add a
Product’
3. Fill online form
1. Search Lazada and online resources for royalty-free images of your products that meet
quality requirements
2. Hire a photographer to come to your warehouse. If required, you can ask your sales
manager for a reference of photographers who have worked with Lazada merchants
3. Bring your products to our warehouse (in-house studio). Ask your sales manager to
schedule your visit
1. Create a first draft
of basic product
information and some
key fields such as
warranty
2. Submit draft to Lazada
Content Production
team who will build on
the draft (especially on
writing description)
3. Review the draft
created by Lazada
There are strict
minimum standards
for content from
Lazada. We are
happy to produce
content for you, but
strongly advise you
to do it yourself to
create a competitive
advantage for your
shop!
Who
produces
content
How to
upload
text field
information
How to
upload
images

Content Production – How to use mass upload
function to create content?
15
1. Click ‘Products’
at the Menu
Tab
2. Select ‘Import
Products’

16
Click on the
right category to
download excel file

17
1. Enter the required details in the excel file
2. Save the file as per the instructions given in the Introduction sheet
Hot Tip: If you don't wish to
apply any special price to your
product, leave the "Sale Price"
field blank (don’t type "0“)

18
1. Copy all the cells from the template
2. Download Open Office software: 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
3. Paste the cells from the template (using Ctrl+Shift+V, choose Unformatted text) 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

19
1. Choose Import
Mode : Create New
Product
2. Choose the csv file
3. Click Upload File
Status (Finished/
Failed) will appear in
Feeds

Content Production – How to create content for one
SKU at a time?
20
1. Click
‘Products’
at the
Menu Tab
2. Select ‘
Add a
Product’ 1. Choose a primary category of your product
2. Click ‘Select’ upon choosing the right product
category

21
SKU at a time?
1. Fill in Product Information
2. Fields marked with asterisk (*) is compulsory- Name, Name (Malay) and Brand
3. For Name (Malay) field, you have to copy and paste the Name that you key in English
4. You may add 3 more additional categories for your product.

22
SKU at a time?
1. Next, click on ‘More Product Details’
2. Click at ‘Product Description’ which is one of the mandatory fields (marked by asterisk)
3. Fill up the product description column. Description must be in paragraph format. You may
insert image or video links in this field.
4. Copy and paste the Product Description in the ‘Product Description (Malay)’ field

23
SKU at a time?
1. Fill up ‘Highlights’ field.
2. Make sure you list out the core information of your product here
3. Field must be filled with bullet point
Hot Tip: Make sure
you specify your
warranty details
in the Highlights
section – e.g., 1
year warranty on
the mobile phone,
but only 3 months
warranty on the
included charger

24
SKU at a time?
1. Next, fill up ‘What’s in the box’ field. Here, you can describe the content of your package.
If you are only selling 1 item in that package, you have to fill it as 1 X (Product Name).
Listing must be in bullet format.
2. Next, click on delivery and fill up Shipping time (min days) as 5 and Shipping time (max
days) as 8. Any other values of input will be rejected by Lazada

25
SKU at a time?
1. Next, click on measurements and fill up the dimension and weight of your product (in cm)

26
SKU at a time?
1. Next, click on product pricing. Here you have to fill up your product SKU, Quantity (Stock
the WH allocated to Lazada) and Price. SKUs must be unique for each product.
2. You can fill in sale price if you want to offer a cheaper price for your product.
3. The sale can be timed. You can choose the sale start date and sale end date to run the sale
for a specific duration (e.g., to run a 1 day sale tomorrow, choose start date as tomorrow
and end date as day after tomorrow)

27
SKU at a time?
1. You can add product variation if your product comes in different sizes or content
2. Click on ‘Add another product variation’ and you will see another row of inputs
3. Add the variation. Ex. Shoes, Put the size in variation column and fill up the SKU, Quantity, Price
and Sale Price (if any)
4. You may add in more variation according to the variation of the product
5. For colours, you MUST add in as a different product. Different colours are considered as different
products

28
1. Next, click ‘Images’. You can add up to 8 images for one product.
2. Each image must be at least 600 x 600 pixel and a maximum of 2000 x 2000 pixel.
3. Each image MUST have a white background. You may use www.bonanza.com/background_burner
to edit your images to have a white background
4. Once you are done, click ‘Submit All and Finish’
5. Your product will fall in Lazada’s QC queue.
6. The process of approval for QC will take a maximum of 3 working days
Content Production – How to add images?
Hot Tip:
You can
check the
dimension
of your
image by a
right click
of mouse
button>
Properties>
Detail

Content Production – QC Requirement
Ensure following are adhered in your product inputs:
Product Description : Must be in paragraph format with at least 50 words
Highlights & What’s in the box: MUST be in bullet format
Delivery lead time : Compulsory to be Min 5 days and Max 8 Days
Image: Background MUST be WHITE, NO watermarks/scribbles, Only ONE product per image
Measurement of the product in cm
29
Important Note
Branded products listed and sold in Lazada MUST be authentic. Merchants must provide
licenses or distributorship for branded items. Any counterfeit product that is listed and sold
will result in termination of contract and merchants must refund customers at their cost
Compulsory fields:
1. Name
2. Name (Malay)
3. Brand
4. Product Description
5. Product Description (Malay)
6. Highlights
7. What’s in the box
8. Delivery time
9. Measurement and weight

30
Content Production – How to check status?
1. To check the status of your added products, click ‘Products’ on your Seller
Center’s main tab.
2. Then click on ‘Manage Products’
Hot Tip:
It generally
takes 2-
3 days for
uploaded
content to
be approved

31
1. Here, you can check the status of your uploaded products
2. Those products with a green tick at the visible column are LIVE at Lazada’s website
3. Those with a cross is pending to LIVE, due to some reason. Click on the cross and check
on the reason.

32
1. If your product does not pass QC, it will fall under ‘Poor Quality’.
2. Click on it and you can check the reasons the product was rejected.
3. Then click on the pencil icon under ‘Action’ tab and edit whatever necessary

33
Content Production – Detailed guide on Dos/ Don’ts is
available
Hot Tip:
The last
slide of this
deck has
the link to
download
this
detailed
guide

Agenda
– Returns
34

Price & Stock Management – Why is it important
35
Stock management refers to a seller
allocating the appropriate amount of stock
in the warehouse for Lazada for a SKU
based on its forecasted demand. The
seller should also update this on Seller
Center
We recommend sellers to update stock
three times a week, but it depends on the
SKU and if there is a marketing promotion
- e.g., for a SKU with high sales volume,
recommended is to update it on a daily
basis
Price management refers to timely update
of the price of a SKU in Seller Center. We
recommend a regular review of prices so
that orders do not have to be cancelled
because of outdated prices
What is Price & Stock Management? Why is it important?
Direct correlation of regular stock and price
management to cancellation and customer
satisfaction!
00.511.522.533.544.55
Cancellation rate (%)
Customer Satisfaction Rating

Price & Stock Management – What is the correct price
and stock level for a SKU
36
Price Stock
• Vendor managers understand
pricing trends at a SKU and
category level – sometimes a 5%
price reduction can help bring the
SKU to an inflection point that will
help increase sales 10x and clear
inventory
• While maintaining seller
confidentiality, they can share
competitor insights, both on
Lazada and in the offline world
Partner
Support
Center
Topic
Who to
contact
How can
they help
Vendor
manager
• PSC has access to experts
who can analyze past trends
and forecast future volume
for SKUs and categories
• They can share the
optimum stock level and
re-order point for your SKU

Price & Stock Management – How to update the price
and stock level
37
Price & Stock update
Mass update of SKUs One SKU at a time
1. Click ‘Products’ at the Menu
Tab
2. Select ‘Import Products’
3. Download the excel file for
“Stock Update” or “Price
Update”, enter details, and
upload it
1. Click ‘Products’ at the
Menu Tab
2. Select ‘Manage Products’
3. Update stock and price
level for the product

Price & Stock Management – How to do a mass
update of the price and stock levels of SKUs
38
• Click ‘Products’ at
the Menu Tab
• Select ‘Import
Products’
• Click on the
right category to
download excel file

Price & Stock Management – How to do a mass
update of the price and stock levels of SKUs
39
Use Text to
columns,
update the
information
Hot Tip:
• You only need to choose the SellerSku
and attribute that needs to be updated.
For e.g., if you want to update stock,
you can include SellerSku and Quantity
or to update name or description of
SKU, you can include SellerSku and
Name or Description
• Primary Category cannot be updated
using this template

40
Content Production – How to do a mass update of the
price and stock levels of SKUs
1. Copy all the cells from the template
2. Paste the cells from the template (using Ctrl+Shift+V, choose Unformatted text) 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

Content Production – How to do a mass update of the
price and stock levels of SKUs
41
1. Choose Import
Mode : Import
Product
2. Choose the csv file
3. Click Upload File
Status (Finished/
Failed) will appear in
Feeds

42
Price & Stock Management – How to update the price
and stock levels for one SKU at a time
1. Click ‘Products’ on your Seller Center’s main tab
2. Then click on ‘Manage Products’
3. Edit the price and stock level
Hot Tip:
Stock and Price
updates reflect
immediately on
Lazada website
for active SKUs
of verified sellers

Agenda
– Returns
43

Order Fulfilment – Why is it important
44
Order Fulfilment refers to the timely
delivery of ordered items. The package
should contain the right items in
working condition, warranty, invoice
and other document
There are a variety of fulfilment
models, but the most popular mode
involves pick up and delivery by a third
party logistics (3PL) company from
your warehouse to the customer
We request you to use the Seller
Center to update the status of your
order (when it is shipped) and to print
documents such as shipping label and
invoice.
What is Order Fulfilment? Why is it important?
Sellers get paid only for properly fulfilled items
Customers will cancel orders if they do not
hear that it has been shipped in 48 hours
Customers will return orders if items have not
been packed properly or contains a defective/
wrong item
As per contract, sellers are liable for penalties/
delisting from Lazada if poor performance
persists

Order Fulfilment – What are the models
45
Drop-shipping
Customer
Seller • Lazada works with 3PL companies in
Malaysia – TA-Q-BIN for all Cash on delivery
orders and Gdex for all Prepaid orders
(ipay88, PayPal, Cybersource, No payment)
• Lazada will email your account number with
the 3PLs and their contact details to you
• You will receive 50 consignment notes and
flyers from 3PLs at your warehouse
Hot Tip: Call the 3PL if you do not
receive your flyers. Escalate to PSC
if you do not get a response

Order Fulfilment – How does Drop-shipping work
46
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 6:00 pm
7:00 am 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 Fulfilment – How to fulfill an order via Drop-
shipping
47
1. Upon receiving order from customer, you will be alerted via email and orders can be seen in your
Seller Center.
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 fulfilment
3. Click on ‘Orders’ and select ‘Manage Orders’
We
recommend
you start your
day at the
warehouse
by checking
pending
orders
in Seller
Center every
morning!

shipping
48
1. In Order overview, look at the payment method for each order
2. If its either Ipay88, Cybersource, Paypal or No Payment, contact Gdex, provide your account number and
arrange for a pick up. If its Cash On Delivery, contact TA-Q-BIN
3. It is advised to call the 3PL before 11am, so that pick up can be done on the same day from 2pm to 5pm
4. Next, click ‘Invoice’ (first column in the table), type your own invoice number based on your invoicing
system (either alphabets or numerical or combination of both). Click “Show”, print 1 copy and insert in flyer
Hot Tip:
3PLs do not
work on
Sat or Sun

shipping
49
1. Fill up Customer’s Name and Shipping Address on Consignment Note (CN)
2. For TA-Q-BIN, fill up the amount on the CN. The amount should be the same as the total amount on
the Invoice.
Tracking
number

shipping
50
1. Next, you will be back to the Order Overview page
2. Click ‘Shipped’ under the Actions tab
3. In the prompt, choose the 3PL and insert the tracking number from the CN and click save. (Make sure you
enter the correct tracking number because customer will receive an SMS with the tracking number once
you click ‘Save’). You may use a barcode scanner and scan the tracking number. Now your order has been
processed, you should call the 3PL to enquire about the pick up time
4. In case 3PL has not scheduled the pick up yet or does not turn up as scheduled, do follow up with them. If
item is still not picked upon a few reminders to 3PL, please contact Partner Support Center

shipping
51
1. Prepare necessary equipment and materials (flyer, CN, product, tape, filling materials)
2. Place the product in the center of the flyer and surround it with the appropriate filling materials
3. Use tape to seal the flyer and paste the CN on the outside
4. Keep the packed items in a staging area so they can be easily handed to the 3PL pick up guy

shipping
52
1. When the pick up guy from the 3PL arrives, ask him for the pick up list and confirm the order IDs
2. Hand the packed products to him, ask him to stamp the CN and keep a copy for your records
3. If you are handing an order that is not on his list, write the order ID on his picklist manually
Hot Tip: 3PL will
update the status of
an item from Shipped
to Delivered

Agenda
– Returns
53

Returns Management – Why is it important
54
Returns Management refers to
the process that begins with 1) a
notification to Lazada of an order
being returned by a customer, 2)
troubleshooting/ assessment to
determine validity and next steps, 3)
acceptance by seller, and 4) recovery
(flow of physical product and money)
We request your co-operation and
patience to manage customer
experience. We try to do a thorough
and objective troubleshooting and
return the item to you in a good
condition at the earliest
We may delist a SKU if the return rate
for it is more than 10%
What is Returns Management? Why is it important?
A returned item goes back to your stock and
needs to be sold again
The ability to return an item that is not upto
satisfactory level is a key “moment of truth” in
an online shopping experience. A dissatisfied
customer may never purchase online again
and spread negative word about his/ her
experience to others
At the same time, Lazada invests significant
resources to track and blacklist fraudulent
customers, and minimize the time lag to return
the physical product to the seller.

Returns Management – How to check if an item is
being returned
55
1. Click on ‘Orders’, select ‘Manage Orders’ and ‘Returned’
2. You can see the items being returned.
3. You will also receive an email from Lazada’s Partner Support Center on the items being returned
and the reasons for the returns.
Hot Tip: 14 days is the maximum return time frame offered by
Lazada. It could take up to 1 month for the item to return to
you

Agenda
– Returns
56

Financial Reconciliation – Why is it important
57
Financial Reconciliation refers to the
process where a seller is paid for the
orders he has shipped
Lazada calculates the amount due
by deducting the charges, fees and
penalties from the amount collected
from the customers (i.e., value of items).
The charges and fees may include
commission, shipping fee, storage fee,
payment fee and marketing fee as per your
contract
The amount is calculated by Lazada on
a weekly cycle – i.e., all orders shipped
and returned during Monday 12.00 am –
Sunday 11.59pm. However, if the amount
due is < RM 500, they are accumulated
and paid in the following week to your
What is Financial Reconciliation? Why is it important?
We recognize getting paid for orders is a
key “moment of truth” for sellers in an online
marketplace
Lazada invests significant resources to
systematically track the amount due to sellers
as per the contract and shares it in a very
transparent manner with them
Lazada aims to make payments on time and
even allow adjustments incase it is needed.
So far Lazada has paid over MYR million to
our satisfied sellers!

Financial Reconciliation – How to check your
registered bank account and payment terms
58
1. Click on ‘Settings’, select ‘Your Profile’ and ‘Bank Account’ to view bank account details
2. Click on ‘Settings’, select ‘Your Profile’ and ‘Commissions’ to view details of commissions and
fees
Hot Tip: Penalties charged
–
• Commission for every
cancelled order
• Commission if wrong
item is shipped
• Order is cancelled if not
shipped in 48 hours

Financial Reconciliation – How to check the amount
that will be paid
59
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
Opening Balance is the amount carried forward from
the previous statement. If the previous cycle closing
balance is positive, the opening balance should
reflect the deposit amount. If it is negative, it is the
deposit minus the negative amount
Guarantee Deposit is the deposit we
keep from your first revenue. This is
consistent for every seller
Payout indicates amount that will be credited to
your bank account
Item Revenue is the current sum of the selling
price of the items shipped in the current
payment cycle. The final figure is visible on
Wednesday
Other Revenue is not a regular line item. It is used
for ad-hoc adjustments such as reimbursement
of shipping fee or credit for any mistakes in the
previous payment cycle
Fee is the sum of commission and payment fee
earned by Lazada as per the agreed contract
Refund is the current sum of the selling price of the
items that were returned by customers upto the cut-
off date that will be deducted from your payout
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) Closing Balance reflects the Gross Payout to you.
The Deposit is deducted from this Gross Payout to
arrive at the net payout

Financial Reconciliation – How to understand the
details of the amount that will be paid
60
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

Agenda
– Returns
61

Self Help resources
62
Documents
Seller Center Guide
https://sellercenter.lazada.com.my/
documents/SellerGuide.pdf
Content Production Guide
http://www.slideshare.net/slideshow/
embed_code/35474304
Videos
Packaging
https://sellercenter.lazada.com.my/help
Content production
http://www.screencast.com/t/J7UoE6wuOqPZ
Price & Stock Management
http://www.screencast.com/t/J7UoE6wuOqPZ
Order validation and fulfillment
http://www.screencast.com/t/v2PvUrUVi
FR
http://www.screencast.com/t/j70KVNNdCL0e

Recap of Key Points (hint: to pass the test)!
63
Q: Who is the right person to manage your SC account?
A: The person who will manage your inventory, price, stock level update and also release, pack and prepare the shipment of the orders.
Q: Minimum number of images for each content?
A: 3
Q: Time for uploaded content to be approved?
A: 2- 3 days
Q: When is order to be paid to you?
A: Once the item status is ‘Shipped’
Q: Time for returned product to reach seller?
A: At most it could take 1 month
Q: When should order status set to be shipped?
A: After the item have been packed
Q: What is the maximum return rate accepted by Lazada?
A: 2% of the orders
Q: What happens to SKU with return rate more than 10%?
A: The SKU will be delisted
Q: Program needed for mass upload?
A: Open Office

Your friends at Lazada
64
Sales manager Onboarding manager
Name:
Phone:
Email ID:
Name: Sugendren Maniam
Email ID:
sugendren.maniam@lazada.c
om.my
Vendor manager
Name:
Phone:
Email ID:
Partner Support
Center
Phone: (+60) 3 202 747 11
Email ID:
partnersupport@lazada.com.
my
Operation Hours: Mon-
Fri 9:00AM - 6:00PM
[Excluding Public Holidays]
Hot Tip: Ask Onboarding Manager if you don’t
know who is your Sales or Vendor Manager!

MP Seller Starter Kit - Malaysia

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