Product Quality Policy

What is Product Quality Policy?

As part of our effort to ensure Lazada provides seamless buying experience, our Product Quality policy ensures that all products sold on the platform meet the expectations of buyers based on what is being represented to them at the point of purchase.

What scenarios lead to violation of the Product Quality Policy?

The following factors may lead to a violation of the Product Quality Policy, such as (but not limited to):

• Product near or past expiry date

• Product that are damaged or defective

• Product does not match the description on the product page

Some concrete examples of these product quality issues include:

• Product listed as “New” condition but arrives used, opened, contains previous user data, or shows other signs of use such as physical imperfections (e.g. scratches or scuffs)

• Product does not match the description on the product detail page. This may include differences in color, pattern, texture, size, features and quantity

• Product is damaged, defective, misclassified or misrepresented. This includes products that do not function as stated on the product detail page or do not meet reasonable expectations of how the product should function

• Product has passed its expiration date when the buyer receives it, or is close to its expiration date such that the buyer has not been given a reasonable amount of time to fully utilize the product prior to the expiration date

(Refer to table 1 below on how to improve your PQI score)

How are Product Quality policy cases being flagged?

Your product will be flagged with a product quality issue because:

• It has received low product ratings from our buyers

• Products have been returned by buyers due to seller-fault reasons

• Buyers submit a complaint to our customer support team

How is the policy enforced?

Should a product be found to be in violation of the Product Quality Policy, the listing will be deactivated or locked.

Multiple violations of the policy may result in the following actions:

• Lowering the ranking of buyers' search results of your listings (or Traffic Limitations)

• Issuance of up to 48 non-compliance points

• Withholding of your payments

• Removing the ability to reject returns for Direct Return to Merchant (DRTM) sellers

• Deactivation of a seller's account

You may refer to the following table to see the enforcement action corresponding to the severity of the violation of the Product Quality Policy.

Severity	Enforcement Action
Minor	Deactivation of product
Moderate	Deactivation of product, traffic limitations, and issuance of up to 2 non-compliance points
Serious	Locking of product, withholding of payments, removal of ability to reject returns, and issuance of up to 16 non-compliance points
Redline	Issuance of up to 48 non-compliance points

How do I comply with Product Quality policy?

Table 1 sets out useful tips on how you can improve product quality, and ensure compliance with the Policy. Sellers may view their affected products on Seller Center homepage either through Product > Assortment Growth.

Table 1:

Product near or past expiry date	Having proper Standard Operating Procedure (SOP) on Stock Management that has clear product MFG / EXP date Improving your inventory management and applying the First in First Out (FIFO) rule (where it is deemed necessary) Check stocks regularly and remove/return products to manufacturers/suppliers for those that have less than 6 months expiry Do not over order your product to avoid stockpile
Product that are damaged or defective	Use parcel labels like ‘Fragile’, ‘This side up’, ‘Up to 10 stacks only’ Fragile SKUs such as smartphones and digital cameras are recommended to be packed with air cushion, bubble wrap or other cushioning to prevent external damage For more information, please refer to the following article on packaging guidelines.
Actual product is not as described	Ensure that your product content is updated regularly Ensure information included in the product description is accurate and relevant Provide detailed descriptions of your products and fill in all product attributes Provide multiple images taken from various angles (including videos where applicable) to assist buyer in visualizing the product. Pay attention to customer reviews to ensure accurate product description

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