Seller Cancellation Policy
Definition of Seller Cancellation
The Seller Cancellation Policy governs the cancellation process initiated by sellers and some by Lazada. Cancellations lead to poor customer experience. Hence, all sellers are measured on this performance through their Seller Fault Cancellation Rate. Cancellation scenarios that will be counted towards Seller Fault Cancellation include:
Cancellations initiated by seller
Cancellations initiated by Lazada when the order is not fulfilled within the agreed lead time
Cancellation Lead Time
Orders must be packed and tagged as Ready-to-Ship and have Arranged Shipment within 2 working days from the order date to avoid cancellations.
After the 2 working days, we will provide an additional 2 working days for our couriers to pickup Ready to Ship orders that were still not handed over. Please note that orders shipped out during this latter 2 days are already past the Ship-On-Time SLA and will be tagged as Late.
The following illustrates the last days required to ship orders to be considered on-time and to avoid cancellations. Please still fulfill orders as early as possible for better buyer's experience and to avoid any fulfillment issues.
Sample Scenarios:
What are the consequences of high Cancellation Rate (CR)?
Order Volume Limit (OVL) is where the number of orders a seller can receive is limited for a period of one week (Monday to Sunday) when their prior last 4 week cancellation rate is >30% with at least 10 items cancelled in the last 4 weeks (starting from 35 days ago to 7 days ago).
Decreased product-level traffic
Sellers with products that have a high number of items cancelled and a high Product Level Seller Fault Cancellation Rate may result in the products being deprioritized in the buyers' search results or traffic limitations. These traffic limitations will occur when the a product's Seller Fault Cancellation Rate is more than or equal to 20%, and has 5 or more items cancelled in a week.
The Product Level Seller Fault Cancellation Rate is the number of times a product is cancelled due to Seller Fault compared to the total number of orders received for the product. This metric will cover orders created from 2 weeks ago (8 to 14 days ago). Orders from the past week (1 to 7 days ago) are excluded as they may not have been fulfilled yet.
The thresholds for number of items cancelled and Product Level Seller Cancellation Rate are monitored on a daily basis, and the corresponding enforcement action will also be determined on a daily basis.
Ineligible to participate in Campaigns
Sellers with high Cancellation Rate may not be eligible to take part in campaigns. Please refer to the Campaign Policy for more details.
Ineligible to sign up as a LazMall Seller
Sellers with cancellation rate > 2%** will not be able to sign up for LazMall
Product Listing may be deactivated
We monitor the Cancellation Rate closely and actions may be taken on accounts with high and/or increasing Cancellation Rates. Product listings with high Cancellation Rates may be deactivated.
We monitor the daily cancellation rate of each item in our platform. As practice, items that have either >20% daily cancellation rate and >10 items cancelled in the last 7 days will be deactivated.
Sellers will need to update the stock level for the product listing accurately before reactivating the product listing again.
Sellers who have severe cancellation (i.e. >=30% cancellation rate and more than 200 items cancelled within the last 4 weeks) can also receive up to 2 Non-Compliance Points.
High Cancellation during a Campaign (including mega campaign, flash sales, slash-it) will also lead to Non-Compliance Points.
Help us improve our policies. Leave a comment here.
卖家取消订单政策
卖家取消订单的定义卖家取消订单政策旨在规定卖家或者 Lazada 发起的订单取消流程。取消订单可能会带来不好的客户体验。因此，对于因卖家失误而导致订单被取消，应衡量取消率。卖家失误而导致订单被取消的情况包括：
卖家发起的订单取消
当订单没有在规定的发货时间内发货 Lazada 发起的订单取消
没有在规定的发货时间内发货导致的订单取消
必须在下单后2
个工作日内将订购的商品打包并标记为“待发货”，并安排发货，以免订单被取消。
在所述 2 个工作日后，对于待发货的订单，必须确保快递员在接下来的
2 个工作日内取件。如果订单在后 2 个工作日发货，则超过了规定的准时发货日期，将被标记为“延迟发货”。
下面说明了订单准时发货的截止日期，以免订单被取消。请尽早发货，让买家获得更好的体验，并且避免订单履行方面的问题。
示例：
高订单取消率（CR）会有什么影响？
订单量限制（OVL）是指卖家在一周（周一到周日）的时间内接单量会受到限制——如果过去 4 周（35 天前至 7 天前）的订单取消率 >30%，同时至少 10 件商品被取消订单。订单量限制是累进的（订单取消率越高，卖家的订单量限制越大）。关于订单量限制的更多说明，请参阅以下的政策文章。
商品限流
如果商品取消数和因卖家失误而导致订单被取消的商品订单取消率高，将导致搜索降权或限流。当因卖家失误而导致订单被取消的商品订单取消率大于或等于 20%，并且在一周的时间内有超过 5 件商品被取消订单，则会对卖家进行限流。
因卖家失误而导致订单被取消的商品订单取消率系指由于卖家失误而导致的商品订单取消的次数与该商品的订单总数之比。其涵盖两周前（8 至 14 天前）创建的订单。过去二周（1 至 7 天前）的订单不涵盖在内，因为订单可能还没有履行完成。
系统会每天对商品取消数和卖家订单取消率进行监测，并决定相应的操作。
无法参加营销活动
高订单取消率的卖家将无法参加营销活动。请参阅营销活动政策，了解更多信息。
无法注册成为LazMall卖家
订单取消率 > 2% 的** 卖家将无法注册 LazMall
商品信息将被隐藏
系统会对订单取消率进行密切监测，然后对高订单取消率和/或订单取消率升高的帐户执行相应操作。如果商品的订单取消率高，商品信息将被隐藏。
系统会对平台每件商品的每日订单取消率进行监测。一般而言，如果在过去 7 天商品的每日订单取消率 >20%，或者超过 10 件商品被取消订单，则商品信息将被隐藏。
卖家必须更新商品的准确库存，然后商品信息才会恢复显示。
如果订单取消情况很严重（在过去 4 周订单取消率≥ 30%，并且超过 200 件商品被取消订单），卖家需要扣 2 分。
营销活动（包括大型活动、限时抢购、砍一刀）期间的高订单取消率可会导致扣分。
**我们会定期对订单取消率（CR）规定进行调整。对于最新的订单取消率规定，请参阅 Lazada 卖家政策。
