Weekly FLAZ News Update

Weekly FLAZ News Updates

[TH] Dee-Delivery Open Box Policy

[SEA] Lazada MP / LazGlobal Non TBC Guarantee Seller Program

[MY] 7/11 Top Up Issue

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We’re experiencing an issue where customers report that funds from 711 transactions aren’t showing in their Lazada Wallets. This is due to recent changes requiring full KYC verification before topping up. Unverified customers can’t have their payments credited, even if cashiers receive them.

To address this:

• Unverified users will now see an error message when trying to generate a 711 barcode until they complete verification. This fix was deployed last night.
• We are working with 711 to establish the best refund process for affected customers.
• In line with BNM regulations, we will notify users if their complaints can’t be resolved within 14 days.

CS Handling SOP:

• Inform customers of the issue and assure them we’re resolving it.
• Request a copy of their 711 receipt.
• Confirm that refunds will be processed after verification with 711 and provide updates on the method and timeframe.
• Create a child case for Alipay with the necessary details for follow-up.
• Affected buyers will receive email notifications with more information.

[MY] 7/11 Top Up Issue

[SEA] Lazada MP / LazGlobal Non TBC Guarantee Seller Program

We’re excited to announce the upcoming launch of the Guarantee Seller Program, aimed at enhancing seller performance metrics (FFR% and CR%) and improving the overall buyer experience. This program penalizes sellers who breach these metrics, using the penalties to fund buyer compensation.Key Details:

• Lazada MP: The program will roll out on November 1, 2024, across all ventures.
• Lazglobal Non-TBC: The program is also set for launch on November 1, 2024. If product development allows, an early start may be possible on October 20, 2024.
• This initiative will strengthen our commitment to high-quality seller behavior and enhance the shopping experience for our buyers.

[TH] Dee-Delivery Open Box Policy

We updated the SOP for Dee-Delivery Open Box. Instead of using the Xspace tag "COD Open Box," we’ve changed it to "COD Open Box" in the Case Subject. This will help identify specific cases related to Dee-Delivery concerns, which fall under CR: Delivery -> Delivery Policy -> General Inquiry on Delivery Policy.Reason for Change: Agents may forget to use the Xspace tag for these cases. Here’s the updated SOP view for both buyers and sellers after Thao’s modifications today.

Campaign Focus & Objectives ● Lowest Prices of the Year: Ensure price competitiveness of deals in D11 campaign, leveraging on price discounts, lowest price mechanics and user incentives. ● 8PM & 12AM Peak Conversions: Drive 8PM and 12AM peaks for highest conversions through lowest prices, attractive mechanics and traffic drivers.

11.11 Campaign Overview

Overview

• This document outlines the updated Standard Operating Procedure (SOP) for handling counterfeit returns on LazMall and SPU in the Philippines. This update aims to standardize processes across ventures as part of our commitment to authenticity.

Summary of Changes

• Updated CSC/Reverse Ops Flow:
• Streamlined counterfeit-related contacts to ORF.
• Warehouse (WH) will initiate an Xspace ticket for LazMall counterfeit returns.
• Customer service agents (cc agents) will gather evidence from both buyers and sellers and retrieve the Letter of Authorization (LOA) in the system before escalating cases to BizRisk.
• Compensation will be moved to LazCash.

Updated Counterfeit Return SOP for LazMall and SPU