Fast Fulfillment Rate Policy
Published 30 Aug 2023, with effect from 01 Sep 2023
1 Introduction
1.1 Lazada aims to reduce the overall click-to-delivery duration to enhance buyer experience and drive sales. Fast Fulfilment Rate (FFR) is introduced as a standard measure of the Fulfilment Speed of sellers. unless otherwise excluded.
1.2 FFR shall also be used to determine your eligibility in programs, campaigns, or any other events. Each of these programs, campaigns, or events may have varying thresholds of FFR to determine your eligibility
1.3 FFR is the percentage of order items shipped within FFR Service Level Agreement (SLA), against the total order items fulfilled, less exclusions as further described in Section 2.4 below.
2 FFR Measurement
2.1 Sellers may view and visit details of their FFR in Seller Center. FFR can be found in:
Data Insight > Account Health, and
top banner in the Order Management Page.
2.2 Calculations of FFR take into considerations all orders, unless otherwise excluded in Section 2.4. It is measured over twenty-eight (28) days. It is refreshed daily, on a rolling basis, includes orders created eight (8) days ago to orders created thirty-five (35) days ago, expressed as: D-8 to D-35 with D being today's date.
2.2 The calculation of FFR includes Saturdays, and excludes Sundays and Public Holidays, it is expressed as follows:
FFR Calculation |
|
2.3 The following shall be excluded from FFR and its calculations:
Scenarios |
Excluded from FFR Measurement |
Shipment Type |
Delivered-by-Seller (DBS). |
Order Type |
Order items cancelled by buyers, Order items cancelled by Lazada. |
3 SLA for Fast Fulfilment Order Item
3.1 An order item will be considered as a fast fulfilment order item, based on the below definition:
Pickup Orders |
Pickup Orders will be considered as a fast fulfilment order item, if the order item meets all of the following conditions: order items are arranged for shipping within 24 hours, and parcel(s)[1] within 48 hours from the time the order is received. |
Drop-off Orders (includes Store Pickup Orders) |
Drop-off Orders will be considered as a fast fulfilment order item, if the order item meets the following condition: parcel(s) dropped off[1] within 48 hours from the time the order is received. |
1 This refers to the order status in Shipped, and it occurs when it is successfully scanned and handed over to Lazada Logistics Partner. This indicates that the parcel is now in logistics network, and will be processed for delivery to buyer.
4 Enforcement & Penalty
4.1 If sellers do not meet the FFR SLAs of the various programs, campaigns, or any other events, they will not be eligible for participation.
4.2 Sellers who may have poor FFR may be subject to penalties, such as Order Volume Limit (OVL), revocation of seller privileges or be imposed with NCP, depending on the severity.
4.2 Order Cancellations are unaffected and will continue to be subject to the relevant policies found here.
