Order Fulfillment

Partner Support

This article contains the frequently asked questions regarding Order Fulfillment process.  Click on one of the following questions to get more information:

 

How do I know when there is a new order?

What is the standard procedure for fulfilling orders?

How to cancel an order in Seller center?

How can I mass print Air Waybill (AWB) and set orders to Ready to Ship (RTS)?

Errors occurred when I entered tracking number into Seller Center, what is my solution?

Can I change the invoice number for orders I will validate?

What do I do when the product the customer has purchased is out of stock?

What is Fake RTS and what we should do to avoid them?

Can I use my own shipment provider for Lazada orders?

Proper packaging guideline

How do I request for more pouches?

What should I do when there is a missed pickup?

What are the operating hours of 3PL?

Is there a size/weight limitation for the packages for the 3PL?

Can 3PL perform same day pick up?

What if the customer is not around when the delivery is made?

If I am expecting higher volume of sales in the next few days, can I reserve a pickup even though I do not have the delivery details yet?

I have accidentally shipped a wrong product, what should I do?

How do I know if my order has been delivered?

I have shipped the order, but it has not been received by the customer. When I checked with the 3PL, I was told that the item was lost in the delivery process. What should I do?

My order was cancelled after I have shipped my items, what happens to my items?

Where can I see reason for cancellation?

 

 

 

Manage your Orders

 

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How do I know when there is a new order?

You will receive an email notification via your Lazada registered email when a new order is received. You will also receive an app notification if you have the Seller Center mobile app. 

In addition, new orders can be found in Seller Center under "Pending Orders" in the "Orders" tab.

 

 

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What is the standard procedure for fulfilling orders?

Standard procedures in fulfilling orders:

1. Print the carrier manifest
2. Pick the ordered item(s) 
3. Pack the item(s) according to Lazada packaging guidelines

Once done with the 3PLs,validate the orders by clicking the "Ready to Ship" button in the Action column in the "Orders" tab.

All orders are to be shipped within 24 hours to avoid order cancellation.

 

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How to cancel an order in Seller center?

Step 1:  Go to the pending order

Step 2: Click on the "cancel" button.

Step 3:  

Step 4:

DO TAKE NOTE THAT AFFECTED SKU'S STOCK WILL BE SET TO 0 UPON CANCELLATION.

 

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How can I mass print Air Waybill (AWB) and set orders to Ready to Ship (RTS)?

You may validate and/or mass print the AWB’s for set of orders by selecting the orders you wish to include.

 

Go to Pending tab, and put "check" on the tick box 

 

Click drop down arrow and select "Print shipping label for selected items"

Choose shipment provider and click "Create package"


Set Status to Ready to Ship:

Once you printed the AWB’s and proceeded to validating the orders.

Put "check" on the tick box

Click "Set Status" and click "Ready to Ship"


 

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Errors occurred when I entered tracking number into Seller Center, what is my solution?

If error occurred during order validation, you may reach out to our Partner Support Center via "Contact Us" or Chat.

 

 

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Can I change the invoice number for orders I will validate?

Invoice number is auto generated but you may change it if necessary. You can change it depending on your sales invoice number for traceability purposes in case you need to do backtrack.

 

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What do I do when the product the customer has purchased is out of stock?

You may cancel the order.  We encourage you to proactively proceed with cancellation within 24 hours, via Seller Center from your end. This gives you a SGD 5.00 rebate on the cancellation penalty fee.

Please take note that any “Cancellation Request” to our Partner Support center beyond or more than 24 hours will result to a full SGD 15.00 default fee.

 

Step 1:  Go to the pending order

Step 2: Click on the "cancel" button.

Step 3:  

Step 4:

DO TAKE NOTE THAT AFFECTED SKU'S STOCK WILL BE SET TO 0 UPON CANCELLATION.

 

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What is Fake RTS and what we should do to avoid them?

Fake RTS is updating your order status to RTS (Ready-to-ship) before the orders/items are ready to be picked up by our logistic partners
Lazada tracks Fake RTS by identifying items that have been RTS and not picked up when our logistic partners arrive to pick up the parcels

Why you should not do Fake RTS?
Merchants who fake RTS will be penalized and charged for creating a negative customer experience and increasing lead time to customers
Our logistic partners plan their pickup route according to the items you RTS and this is inefficient if the orders/items are not ready to be picked up

How to avoid fake RTS?
Keep a good habit of process order based on first in, first out process (pick and pack the orders that come in earliest)
Regularly update your stock to avoid situation where items are out-of-stock and you have to wait for new arrival of stocks (Stocks in your warehouse should tally with stocks on seller center)

 

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Can I use my own shipment provider for Lazada orders?

Order tracking is vital for good customer experience. Currently, our system can only track orders shipped by our approved 3PL.

We do allow shipping of high value items,bulky and items that require installation using own fleet. To sign up for Seller own fleet please fill up the SELLER OWN FLEET APPLICATION FORM.

 

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Proper packaging guideline

 

 

 

 

 

 

 

 

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How do I request for more pouches?

Lazada Singapore does not provide pouches, however you may reach Ta-Q-Bin for request for more pouches.

 

Ta-Q-Bin

For replenishment of the self-adhesive clear window pouches, please contact TA-Q-BIN @ 1800-2255- 888 and quote your customer code.   Alternatively, please use the General Enquiry form at https://www.yamatosingapore.com/contactus/general-enquiry/ and indicate your request under the Details box

 

 

 

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What should I do when there is a missed pickup?

When you experience a missed pickup, please do the following

Re-book a new pickup on the 3PLs website.

Inform our Partner Support Center by filling up the missed pickup form by going to "Contact UsMISSED PICK UP NOTIFICATION FORM .  This submitted form will ensure that the affected orders are not cancelled.  Our Partner Support Team will notify your assigned 3PL of the missed pickup.

 

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What are the operating hours of 3PL?

Below are the following operating hours of each 3PL.

 

Ninja Van

Monday to Saturday (9 am - 10 pm), excluding Sundays and Public holidays.

 

Ta-Q-Bin

TA-Q-BIN operates from 9 am - 8 pm including Public Holidays.

 

Courex 

Mon - Fri (8 am - 6 pm) excluding Weekends and Public Holidays.

 

Speedpost

Mon to Fri 9am to 6pm and Sat 9am to 12.30pm, excluding Sundays and Public Holidays.

 

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Is there a size/weight limitation for the packages for the 3PL?

Package Limitation varies based on the assigned shipment provider.

 

For Ninja Van: The weight limitation of each parcel is 30 kg.

 

For TAQBIN: The maximum size is up to 160cm (length + width + height) and 25kg in weight.

 

For Courex: The weight limitation of each parcel is 30 kg. 


For Speedpost: The weight limitation of each parcel is 30 kg. 

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Can 3PL perform same day pick up?

For Ninja Van: No, currently Ninja Van only provides next-day pickups at your preferred time slot.

 

For TAQBIN: Yes, TA-Q-BIN can provide same day pick up.  Depends on what time order was updated to Ready to Ship status.

 

For Speedpost:  Yes

 

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What if the customer is not around when the delivery is made?

Shipment provider to have different delivery attempts when delivering item to customer.

For Ninja Van:  When Ninja Van fails the first delivery attempt, it will leave a step wise re-scheduling information slip under the door and send sms to inform the customer for re-scheduling.

For TAQBIN:  TA-Q-BIN will try to deliver your orders up to 7 times to the customer.

For Courex:  Up to 2 re-delivery attempts.  If customer were to request, attempts can be made up to 5 times.

 

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If I am expecting higher volume of sales in the next few days, can I reserve a pickup even though I do not have the delivery details yet?

Reservation for pick up will vary base on shipment provider.

For Ninja Van:  Yes, you can reserve a pickup with Ninja Van in advance. Nonetheless, please ensure that you have packed your parcel with your airbill printed one day before the pickup date. You can update your order details (customer’s name, mobile number and address) under the tab Pickup Reservations > Manage Reservation Schedule.

For TAQBIN :  Yes, you can reserve a pickup with TA-Q-BIN in advance. Nonetheless, please ensure that you have packed your parcels and prepared the waybills before the pickup. 

 

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I have accidentally shipped a wrong product, what should I do?

Please call the courier service (TA-Q-BIN , Ninja Van , Courex or Speedpost ) immediately to retract your shipments.  

Immediately report this issue to Partner Support Center for proper assistance.

 

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How do I know if my order has been delivered?

You can check the order status in Seller Center through the following steps:

1. Click "Orders" --> "Manage Orders"

 

2.  Click "All" and search the order number

 

3.  Status column will product current status of the order

 

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I have shipped the order, but it has not been received by the customer. When I checked with the 3PL, I was told that the item was lost in the delivery process. What should I do?

Kindly immediately report this issue to Partner Support Center for further investigation.

You may reach out to our Partner Support Center via "Contact Us" or Chat.

Operation Hours : Monday - Friday ( 9.00 AM - 6.00 PM ) excluding Public Holidays.

 

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My order was cancelled after I have shipped my items, what happens to my items?

The cancelled items will be returned to the Seller’s warehouse.Lazada will return the cancelled orders to you upon quality check. If you do not receive the product within 30 days for failed delivery orders or within 45 days for customer return orders, you may fill out the Seller Claims Form.  Lazada will investigate your claim, which takes an average of two weeks.

 

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Where can I see reason for cancellation?

To view reason for cancellation:

1.Click "Orders" --> "Manage Orders"



2. Click "Completed" --> "Canceled" or input the order number in the search box



3. In the Item History section, find the Note column which indicates the cancellation reason

 



An order may be canceled due to one of the following reasons:

1. Out of Stock - Unfulfilled order due to item unavailability
2. Sourcing Delay - Unfulfilled order due to delayed shipment
3. Delivery Failed - Customer address unlocated or refused to pay COD
4. Defective / Damage / Wrong size
5. Customer CancellationDue to change of mind

 

 

 

 

 

 

 

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