LazMall Seller Performance Assessment Cycle

What is the LazMall Seller Performance Assessment Cycle?

The LazMall Seller Performance Assessment Cycle is a set of performance metrics that will be used to measure your business performance on Lazada. These metrics are important to maintain service standards to ensure buyers will continue to have a good experience while shopping on LazMall.

From 7 October 2022, the metrics for the Performance Assessment Cycle will be enhanced to better focus on buyer experience. 

LazMall sellers will need to maintain their performance rating based on these enhanced LazMall Service Standards (see below). 

How will the LazMall Seller Performance Assessment Cycle take place?

The Performance Assessment Cycle will evaluate sellers for the past month, on the 7th of every month starting 7th October 2022. Sellers will be notified through the Seller Centre portal. Stores that have less than 30 items sold in the past month will not be considered for assessment.

What happens if I fail to meet the LazMall Service Standards?

If you have been identified to have failed the Performance Assessment Cycle on the same metric for three consecutive months, you will have 3 weeks to perform either the following:

● Improve on the metrics for the Performance Assessment Cycle

● Submit an improvement plan within 2 weeks

Failure to do so will result in the revocation of your LazMall status.

If you would like to file an appeal request against the result of the LazMall Assessment Cycle, you may contact your Account Manager or local PSC helpdesk.

For further details and tips on the metrics of the LazMall Seller Performance Assessment Cycle, please see below.

LazMall Seller Performance Assessment Cycle Info and Tips

Visibility on seller performance

To view your performance on the various metrics, please log on to Seller Centre.

You can access it under Seller Centre Homepage > Data Insight > Account Health > Metrics.

LazMall Delivery Guarantee

The LazMall Delivery Guarantee is a value-added service aimed to provide faster and more reliable delivery. To ensure success, the "Guarantee" Flag will only be applied based on certain criteria (e.g. non-bulky orders)

Assessment Cycle FAQ

Who does this policy apply to?

This policy applies to Brands and manufacturers, as well as their agents, licensees, and other representatives selling on their behalf in the LazMall channel as a flagship, authorised or certified store.

What is the purpose of this policy?

To ensure that we are providing customers the best possible experience while shopping within the LazMall channel.

● Align metrics and targets with current performance and commercial segmentation

● Incentivize sellers to continuously improve

● Trigger tailored actions to support improvement

● Improve visibility and data reliability

How is shipping speed calculated?

Shipping speed is calculated based on Ship on Time, where Ship on Time is measured from Pending Status (when you first receive your order) to Transit-to-ship status (when logistics partner scans the parcel confirming handover). All LazMall sellers are required to complete Ship on Time within 2 working days. Any orders fulfilled later than 2 working days will be considered a breach of the Ship on Time Service Level Agreement (SOT SLA). For SOT SLA breach, cancellation of the order will be initiated by Lazada .

What is product quality?

Product quality is a combination of your product rating and return rate due to product quality issues. Product quality scores allow sellers to closely the reception of the products being sold by buyers more directly. This also helps to ensure that the products being sold on LazMall are continuously maintained as products of high quality.

Why is chat response rate important in LazMall?

A quick chat response rate provides the sense of immediacy and connectedness between buyers and sellers, giving rise to better buyer experience. In addition, our data has suggested that sellers with a high chat response rate tend to have buyers that cart out quickly.

How will the evaluation take place?

Sellers will be evaluated on the 7th of every month.

How will sellers be notified if they did not meet the performance criteria?

Sellers will receive notifications on Seller Centre if the performance criteria were not met. Should any clarifications on the Assessment Cycle outcome be required, please reach out to you KAMs or PSC for support.

Does LazMall assessment cycle apply to all LazMall sellers?

We only evaluate LazMall sellers who have a minimum of 30 items sold in the last 30 days.

Also, there will be no grace period for new LazMall sellers; As long as they meet the volume criteria stated above, they will be subject to LazMall assessment cycle evaluation.

What happens if I fall in the 'Good' tier?

Sellers under 'Good' tier should continue to maintain their performance or even aim to achieve even better performance to reach the 'Outstanding' tier.