Product quality control

Content

This article contains the frequently asked questions regarding product quality control on Seller Center. Click on one of the following questions to get more information:

Why are my products rejected as prohibited items?

What is the Quality Check (QC) process for my newly added or edited products?

Why are my products getting rejected?

 

Why are my products rejected as prohibited items?

There are a few reasons why products are rejected as prohibited items:

1. Product is classified as prohibited to be sold in Singapore

Your product is listed in the prohibited items list that is not allowed to be sold in Singapore, for complete list of prohibited items, please refer in the attachment in the bottom of the article. 

 

2. Product content contains prohibited keywords

Your product name, description and/or highlights contain words that are deemed prohibited to be displayed to the Lazada customers due to cultural sensitivity, or/and is a part of a word of a prohibited item. 

 

3. Product is only authorized to be sold by specific sellers

The product that you have listed to sell is only allowed to be sold by specific sellers due to exclusivity agreements or brand partnerships. For more information regarding this, please contact your key account managers or our Partner Support Centre.

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What is the Quality Check (QC) process for my newly added or edited products?

Quality Check (QC) is a process where Lazada’s dedicated agents review newly-created listings before they are visible at the website. This process is to ensure that image and content are in accordance with Lazada’s guidelines. If all requirements are met, your SKUs will be listed at Lazada.sg within 2 to 3 working days (excluding weekends and public holidays). Please note that edited SKUs are subject to QC reviews as well. Our QC agents have the right to reject existing listings if the content and image changes do not adhere to Lazada’s guidelines.

You can find products that are rejected from quality check process in the "Manage Products" tab, under "Poor Quality" in Seller Center. Make the necessary edits based on the rejection reason provided, and submit once updates are made. This will again prompt the quality check process.

Where you can see reasons why it was rejected for you to modify whatever needs to be fixed. If done with the editing, it will undergo quality approval again for verification, and then it will finally go live. The quality check process would take 1 day.

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Why are my products getting rejected?

There are various reasons that permits your product to be rejected by our quality control team. These are the rejection reasons and their justifications:

1. The category of your chosen product is incorrect. Please contact Partner Support Center to correct your category.

Definition: Your product is not categorized in the correct main category and therefore it will affect searchability of your sku in the website. For more assistance on categorization, you may refer to our Category Tree (Download from Seller Center: Products > Add Products > Import > Download Category Tree) and out Categorization Guidelines HERE (add link)

 

2. Missing or inaccurate package dimension & weight.

Definition: The package dimensions and weight you have provided are not accurate and therefore needs to be ammended. No 0 value is allowed in each parameter.

 

3. Including links in product description is not allowed. Please remove any hyperlinks available.

Definition: We dont allow clickable links to be in the product content as it will affect the SEO (search engine optimisation) of your product page and also potentially diverting your potential customers to another page, risking of your product not to be bought. You can only insert links to another Lazada page which consist of items that are sold by your store.

 

4. Please include warranty information

Definition: Warranty information that is provided in the product content should consist of both warranty type and warranty period for customers to easily understand the warranty policy offered.

 

5. Product price seems inaccurate. Please review product price to ensure accuracy or kindly contact Partner Support Center if the price is accurate.

Definition: If your product price seems too vague or illogical for the items that you are selling, it will be rejected. 

 

6. This product has a Sale Price that represents more than 80% discount when compared to the Price. This discount level appears to be too high. Please review to ensure accuracy of price and kindly contact Partner Support Center if the price is accurate.

Definition: We dont allow a product to have more than 80% discount reduction for sale price, as it would be potentially a counterfeit or not a genuine item. If your product is supposed to have that price due to special sale or etc, please contact your respective key account managers or our Partner Support Centre.

 

7. This product is not allowed to be sold on Lazada due to exclusivity agreements.

Definition: Some brands that are sold in Lazada have exclusivity agreements and are only allowed to be sold by the sellers verified by the brands themselves.

 

8. This product has been suspected for violating our brand-related policies. If you believe that the brand is accurate, kindly contact Partner Support Center.

Definition: Some brands restrict their products to be sold by non-authorized sellers.

 

9. This product is not allowed to be sold on Lazada due to our policy on used and pre-owned items

Definition: Lazada restricts products that are used or pre-owned as the quality of the product is questionable. 

 

10. Offensive images including nudity or obscenity are not allowed. Please provide a new product image.

Definition: We are making sure that our selling platform is as user friendly as possible, catering to thousands of customers of various backgrounds and ages. Therefore we restrict any product images that seem to be inappropriate for viewing. The guideline are as follows:

i. Image must not show human private parts (male and female). In case of sensual toys, toys should not be in form of lifelike human private parts. 

ii. Image must not depict any controversial symbols that relates to terrorism, racism or political parties (eg: Nazi, ISIS, Ku Klux Klan etc.)

iii. Image must not show images that makes fun or parodying any public figures, religions and beliefs. 

 

11. Possible Counterfeit

Definition: Lazada has no compromise with products that are replicas or fake imitations of products of an original brand. Below are the guidelines that define what is meant by being counterfeit:

i. Brand field and content of product shouldn't be contradicting.

Example: If brand field states a brand name that is not the same as the one stated in the product description or highlights of the SKU

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ii. Main image shows a product of a prominent brand but the brand field states OEM/Unbranded/Unspecified

 

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