LazMall Policies
LazMall Policy
Overview
LazMall is a curated selection of leading international and local brands, top-rated online brands and authorized brand distributors. At LazMall, we strive to provide preferential service experiences to our buyers.
Principles of Policy
All LazMall Sellers are required to comply to existing LazMall Policies which sets the benchmark for the customer experience.
LazMall Policy is applicable to LazMall Sellers only.
Possible Consequences
Any breach of LazMall Policy may result in the issuance of up to 16 non-compliance points and/or removal of LazMall seller eligibility.
Please refer to Non-Compliance Points for more information.
LazMall Policy |
Possible Consequences |
Breach Authenticity Guarantee: Lock Product + up to 16 points + Removal of LazMall Seller status |
|
Removal of LazMall Seller status |
|
(3) Product Quality |
Deactivate or Lock Product |
(4) Direct Return to Merchant Policy |
Standards that LazMall DRTM sellers should adhere to when dealing with buyers’ return and refund requests |
For more information on LazMall, please click here
In order to ensure shoppers have a pleasant end-to-end experience, LazMall sellers are expected to ensure that they adhere to the key promises to buyers and perform consistently above the LazMall Service Standards (Table 1).
Promises to Buyers
1. 100% Authenticity
LazMall stands for Authenticity and hence all sellers should seller their original products and maintain proof of authenticity for all products sold in the shop. LazMall sellers who are found to have listed and/or sold any products that are not authentic will be issued 16 non-compliance points as per existing Intellectual Property Rights Policy and lose his/her LazMall status and privileges. He/she will be converted to Marketplace seller. When a buyer claims that the item is fake, sellers need to submit proof of authenticity to Customer Care at CSPH@care.lazada.com within 48 hours.
Customers who think that they may have received an inauthentic item may raise a return request. If verified, Lazada will refund the customer 200% of item price which will be charged to seller.
2. 30 Day Return
At LazMall, we want to provide our customers with a fuss free and differentiated shopping experience! Customers who buys from LazMall sellers will be able to request for a return within 30 days after receipt of items, including change of mind.
Change of mind is applicable for LazMall products, except for items from the following categories:
•Hygiene concerns (e.g. lingerie, swimwear, earrings, undergarments)
•Perishable goods (e.g. food items) and products not possible to be returned in original state and condition
•Digital goods, including mobile top-ups, e-books, game downloads etc.
•Customized, bulky items, or items that require installations
3. LazMall Guarantee
The LazMall Guarantee Seller Program Policy aims to encourage all LazMall sellers to deliver reliable and consistently high fulfillment service levels across Fast Fulfillment Rates (FFR), Ship-On-Time (SOT) and Seller Cancellation Rates (CR) (collectively, the “Service Levels”). High Service Levels aim to create a superior customer experience and provide a greater level of confidence for LazMall Customers to expect their parcel on time and reduce anxiety from order cancellations. For orders that did not meet the required Service Levels, there may be compensation to be made to the buyer.
LazMall Seller Eligibility and Service Standards
LazMall is a curated selection of leading international and local brands, where we aim to provide our customers 100% authentic products and exceptional service experience.
Seller Eligibility Criteria
In order to ensure high quality of service levels in LazMall, only sellers with the following seller profile and performance will be able to join LazMall.
Seller Requirements:
Be an active seller in Lazada for at least 6 months
Have Proof of Authenticity for all the products sold in their shop
List only new, branded products only; the sale of OEM, white-label, refurbished and second-hand products are disallowed
Consistently receive at least 30 orders per calendar month
Further to the above, sellers will also need to have fulfill and meet performance criteria consistently for 3 consecutive months. The performance criteria include Seller’s tenure with Lazada, Seller Rating, Cancellation Rate, Ship On Time, Return Rate and IM Response Rate. In any case of dispute, Lazada reserves the right to make the final decision.
PERFORMANCE CRITERIA & SERVICE STANDARDS |
|
Seller Rating |
>=70% |
Seller Fault Cancellation Rate |
<=2% |
Late Fulfillment Rate |
<=15% |
Return Rate |
<=1% <=10% for Fashion <=3% for Electronics |
IM Response Rate |
>=85% |
Table 1: Performance Criteria and Service Standards
Service Standards
LazMall sellers need to consistently meet Service Standards
Under the LazMall Assessment Cycle, a LazMall seller will lose the LazMall status and privileges if they did not meet the same metric (as listed in Table 1) for three (3) consecutive months. Seller will be converted to a Marketplace seller. If the seller improves the performance again, they will be able to rejoin as a LazMall seller again.
If you do not agree with the result of the Assessment Cycle, you may appeal by contacting your dedicated Key Account Manager or our Partner Support Center.
Learn more about LazMall Seller Performance Assessment Cycle here
LazMall Policies FAQ
Where do Sellers see their performance?
To view your current performance, please log on to Seller Centre where all information is readily available
LazMall Store Name Requirements
General Rules
LazMall store name should be generated based on the brand attributes, categories of the seller's assortment (if applicable – see below), and other factors. Please see LazMall Store Naming Convention in next section for the relevant guidelines. In case of special circumstances, such as the store name being taken by any other unauthorized seller, LazMall can make appropriate amendments.
LazMall reserves the right to make the necessary amendments to store names which are identified and deemed to be non-compliant with the LazMall store naming rules. At the same time, with the continuous development and changes to consumer needs and business landscape, LazMall will continue to explore new store types and business models with sellers through proactive governance.
The following table provides an explanation for each of the components to be considered under Store Names that are allowedunder LazMall.
Components |
Explanation |
Brand Name |
Official brand name, regardless of trademark |
Seller Name |
Official business name registered with the relevant government authorities in the country of operations |
Location of City / Town / District |
The city / town / district where the store is present in. Country is not allowed |
Product Categories |
A generic classification of the list of product types |
Table 1: Store Naming Rules Allowed
The following table provides an explanation for each of the components to be considered under Store Names that are NOT allowed under LazMall.
Components |
Explanation |
Country Name |
The country where the store is present in. |
Company Suffixes |
The legal forms of business & company suffixes such as Private Limited (Pte. Ltd.), Limited (Ltd.), Corporation (Co.) etc. |
Official or Unofficial Store Type |
The store type (“Flagship”, “Authorised”, “Verified”) will be generated automatically and appear where relevant – merchant does not need to type in these terms |
Links/URLS |
Website link to the Brand Store (only if official registered name) |
Symbols |
Symbols are allowed only if it is registered in the brand/seller’s official name |
Any other terms which are not brand-related |
Terms that might be used in other channels – “Departmental Store”, “Specialty Store” etc. |
Table 2: Store Naming Rules NOT Allowed
In addition to the two tables above on strictly what is allowed and not allowed, the existing criteria for Store Naming Policy would still apply.
Store Type Naming Rules
1.For Flagship Store type, the following store names are to be followed strictly for all sellers:
Brand Relationship |
Naming Convention |
Brand Owners |
[Brand Name] or [Brand Name + *Category Name] |
Exclusive Distributors |
[Brand Name] or [Brand Name + *Category Name] |
Authorised Retailers |
[Retailer’s Name] or [Retailer’s Name + *Category Name] |
2. For Authorized Store type, the following store names are to be followed strictly for all sellers (Brand Relationship option: Non-Exclusive Distributors) with single-brand assortment (i.e. only selling 1 Brand):
Brand Relationship |
Brand Assortment |
Naming Convention |
Non-Exclusive Distributor |
Single Brand (i.e. only selling one brand) |
[Brand Name]; or [Brand Name + **Category Name]; or [Brand Name + **Category Name + ***Location] |
Multi Brands (i.e. only selling one brand) |
[Seller Name]; or [Seller Name + **Category Name]; or [Seller Name + **Category Name + ***Location] |
**Category name is optional and only applicable under circumstances where there are more than one category under one Brand
*** Location name is optional and only applicable under circumstances where there are more than one location under one Store
3. For Verified Store type, the following store names are to be followed strictly for all sellers (Brand Relationship option: Retailer/Reseller):
Brand Relationship |
Naming Convention |
Retailer/Reseller |
[Retailer/Reseller Name]; or [Retailer/Reseller Name + Location] |
Location name is optional and only applicable under circumstances where there are more than 1 location under 1 Store
LazMall Brand Authorization and Brand Listing
Brand Authorization
To ensure the authenticity of products on LazMall, stores must obtain authorization for the brand(s) they wish to sell before listing any product on LazMall. The acceptable forms of authorisation for each type of LazMall store are as follows:
Store Type |
Flagship Store |
Authorized Store |
Verified Store |
Definition |
Stores opened under the Brand Owner’s own brand or stores that have exclusive authorization provided by the Brand Owner |
Stores opened by sellers with non-exclusive brand authorization |
Stores opened by sellers with valid proof of authenticity |
Authorization Requirements |
Brand ownership letter
Exclusive distributorship letter from brand |
Authorization letter from brand |
Authenticated invoices or receipts from brand owners, licensed distributors or authorized resellers
|
Document Validity |
Within 6 months from date of store type application |
||
Table 1: Overview of LazMall Store Type requirements
Rules for Flagship Stores:
1.Flagship Stores should only carry brands of their own or those which they have authorization for.
Brand Owners carrying brands of their own through the following scenarios:
Single store, single brand – Flagship Store of a single brand
Single store, multiple brands – Flagship Store of a holding company / conglomerate
Stores that are exclusively authorized to be sold by Brands includes, but not limited to:
Authorized reseller/distributor/retailer with many brands purchased from official sources
Store naming rules would need to be strictly adhered to
2.Validity status for each Flagship Store authorization would last for a maximum of one year
Sellers with the Flagship Store type (excluding Brand Owners where this may not be applicable based on local country requirements) would have the Flagship store type valid for ONE year from the date of store type approval or upon termination or expiry of applicable authorization from Brand Owner, whichever is the earlier.
Brands/Sellers would need to renew their authorization 1 month prior to date of store type expiry by re-submitting their relevant documentation with at least 12 months validity from date of renewal submission
Please ensure that the relevant authorization documents and authenticity information provided during the application stage is valid and verified accordingly.
Approval is subject to prevailing LazMall policies at the time of renewal
3.Changes / removal of Flagship Store type could occur based on the following reasons:
Store Ownership Situation |
Actions to be taken |
The validity of the authorization has expired |
Removal of Flagship Store tag (unless renewed / exempted from renewal) |
There is a change of partner by the Brand Owner operating the main Flagship Store |
Transfer of Flagship Store tag to new seller store |
The store in question is not an authorized store |
Removal of LazMall tag (move to Lazada Marketplace) |
Rules for Authorized Stores:
1. Authorized Stores can be selling one or more Brands as long as 100% of the sold Brands are authorized by Brand Owner(s).
Seller can apply for Authorized Store if they have the authorization from all the Brands of products which they are listing
If there are multiple Brands, the Store Name should not contain any specific Brand name and applicable store naming rules would need to be strictly adhered to
2.There are no limits to the number of Authorized Stores per Brand allowed on LazMall.
Brand Owners can authorize an unlimited number of Authorized Stores
3.Validity status for each Authorized Store authorization would last for a maximum of one year
All Authorized Store types would last for ONE year from the date of store type approval or upon termination or expiry of applicable authorization from Brand Owner, whichever is the earlier
Brands/Sellers would need to renew their authorization 1 month prior to date of store type expiry by re-submitting their relevant documentation with at least 12 months validity from date of renewal submission
Please ensure that the relevant authorization documents and authenticity information provided during the application stage is valid and verified accordingly.
Approval is subject to prevailing LazMall policies at the time of renewal
4.Changes / removal of Authorized Store type could occur based on the following reasons:
Store Ownership Situation |
Actions to be taken |
The validity of the authorization has expired |
Removal of Authorized Store tag (unless renewed / exempted from renewal) |
There is a change of partner by the Brand Owner operating the Authorized Store |
Transfer of Authorized Store tag to new seller |
The store in question is not an authorized store |
Removal of LazMall tag (move to Lazada Marketplace) |
Rules for Verified Store:
1.Acceptable proof of authenticity includes, but not limited to:
Invoices / receipts from authorized sources such as Brand Owners, licensed distributors, authorized resellers, that are valid within 6 months from date of application
Distribution / reseller agreements, that are valid within 6 months from date of application
2.There can be multiple number of Brands per Verified Store on LazMall
Sellers are able to apply for Brands to which they have proof of authenticity for
There are no limits to the number of Brands per seller, however, the proof of authenticity has to be dated within 6 months before the LazMall application
3.Validity status for Verified Store authorization would last for a maximum of one year
All Verified Store authorizations would last for ONE year from the date of store type approval or upon termination or expiry of applicable authorization from Brand Owner, whichever is the earlier
Sellers would need to renew their authorization 1 month prior to the date of store type expiry by re-submitting a new set of proof of authenticity documents for the Brands and products they have purchased with at least 12 months validity from date of renewal submission
Please ensure that the relevant authorization documents and authenticity information provided during the application stage is valid and verified accordingly.
Approval is subject to prevailing LazMall policies at the time of renewal
4.Moving from Flagship and Authorized Stores to Verified Stores requires proof of authenticity
Sellers previously appointed as Flagship and Authorized Stores but not renewed by Brand Owners are able to obtain Verified Store type with the necessary proof of authenticity of inventory purchased from official stores
5.Changes / removal of Verified Store type could occur based on the following reasons:
Store Ownership Situation |
Actions to be taken |
The validity of the approval has expired |
Removal of Verified Store tag (unless renewed) |
The store in question is not an authorized store |
Removal of LazMall tag (move to Lazada Marketplace) |
Brand Listing
LazMall sellers are not allowed to sell any product that they are not authorized for, or list their products under a different brand. If sellers wish to sell other products that their current authorizations do not cover or have other existing products when joining LazMall, sellers are encouraged to set up a separate store for those products.
In addition, LazMall sellers are prohibited to list products under generic brand names such as: "General", "Handmade", "Branded product" and "100% Original".
Enforcement Actions
LazMall reserves the right to deactivate or lock listings, lower the ranking of search results, or issue non-compliance points for sellers found in violation of this policy.
The enforcement action taken will be based on the severity of the violation and may take into account factors such as the impact on our community and whether it is a repeated offense.
For further information on joining LazMall, please refer to the LazMall Seller Eligibility and Service Standards.
LazMall Direct Return to Merchant Policy
1.Introduction
The LazMall Direct Return to Merchant Policy (“Policy”) stipulates the standards that LazMall DRTM sellers should adhere to when dealing with buyers’ return and refund requests.
2.Policy
2.1 The Policy applies to all return and refund requests submitted to LazMall sellers operating under the Direct Return to Merchant process (“DRTM”).
3.LazMall Service Standards
3.1 LazMall sellers should
a. respond to all DRTM requests within the agreed timeframe;
b. take all reasonable steps to resolve any dispute meaningfully with the buyer.
4.Review of return requests
4.1 Sellers should exercise reasonable diligence to review the return request and respond to buyers within the agreed timeframe
4.2 If sellers disagree with buyer’s return request, sellers should forward the return request to Lazada for further assessment. Decision made by Lazada is final.
5.Quality Control (“QC”)
5.1 Sellers should exercise reasonable diligence when performing quality check on the returned items.
5.2 If the returned item fails the seller’s QC process, sellers should forward the return request to Lazada for further assessment. Decision made by Lazada is final.
