Delivered by Seller (DBS) FAQ
What will be the shipping fees charged?
Sellers will be able to set a flat shipping fee of $1.49 for all DBS-enabled SKUs. This fee will not be stacked for multiple DBS items purchased from the same seller in one order and will be fixed at $1.49.
Example: If buyer purchase 3 x Aircon from the same seller, buyer would only be required to pay a flat fee of $1.49
Can I deliver a 'Standard' shipping SKU and a 'Delivered by Seller' SKU together?
You will not be able to deliver two items with different shipping method together.
Example: If buyer purchase 1 x Aircon (DBS-enabled SKU) + 1 x Aircon cover (Standard shipping-enabled SKU)
Seller would not be able to send the Aircon cover while delivering the aircon.
As my items are small, can I pack all the items together in one package (with one airway bill)?
We would suggest that you pack the items at item level (for example: 1 battery per package) to facilitate buyer's cancellation request. In the scenario where buyers would like to return/refund they would be able to return an item instead of the whole order.
For example:
Buyer wants to return 1 out of the 2 batteries which he has bought, packing the items at item level would facilitate his return process of the 1 battery.
If you had packed the 2 batteries in 1 package, he would have to return the full order (both batteries).
Will the customer be refunded the shipping fee if the delivery fails?
Yes, the customer shipping fee will be refunded as per standard delivery orders.
What is the payout process for Returns and Refunds orders for DBS SKUs?
The returns and refunds process will be the same as per standard delivery orders. To understand more, please refer to: What is Direct Returns to Merchant?
I am unable to generate shipping label for my Delivered By Seller SKU?
Delivered By Seller orders does not require shipping labels. In the event that you would prefer to have
Do I need to keep a copy of Proof Of Delivery?
Sellers do not have to upload the Proof Of Delivery however, Sellers must keep records of Proof of Delivery and shall provide it to Lazada upon request up until 1 year after delivery.
I have initiated ‘Ready to Ship’ however my Customer wish to initiate cancellation, what is my next course of action?
Sellers can communicate to customers that the order has been packed and the order status is updated. In the event that the customer insist on cancellation, seller may update the DBS order to failed delivery in seller center, refund will be triggered for the customers.
How is my Ship-on-Time (SOT) calculated for Delivered By Seller since there is no "Shipped" status?
Delivered By Seller orders will be excluded from Ship on Time calculations on store level.
We do encourage sellers to reach out to customers via IM Chat to arrange delivery schedule within 48 hours from Ready To Ship status to manage customer’s expectation on the delivery status.
How do I manage my returns?
All DBS sellers are on Direct Returns to Merchant (DRTM). You must arrange for a pickup within 48 hours for all return request (Stated in the agreement) raised by the customer. All return request pickup charges will be borne by the seller.
Once you have action on ‘Return’ via Seller Center, please reach out to the customers to arrange for a return pick up via your own fleet. Once the item is successfully returned, please confirm receipt via seller center and proceed with Quality Evaluation.
Can Delivered by Seller be revoked from my shop?
Yes, DBS can be revoked in the event a seller is in breach of Lazada T&Cs and if they fail to meet the following criteria:
Eg:
Month 0: Seller got DBS and process orders
Month 1: If seller is flagged, 1st warning email will be issued to the seller. Seller must improve before the next assessment cycle.
Month 2: If seller is flagged again on the consecutive month, 2nd email is issued to seller. Seller will be placed on OVL=0 and DBS will be removed
Note: seller who got DBS removed will not get their DBS application approved for the next 2 months.
To get your OVL lift, you will need to first update / delist all your DBS SKUs (transfer them to “Non DBS SKU if possible but do not forget to update the dimensions correctly)
I have been flagged, what's next?
1st email will be warned seller to improve as soon as possible
2nd email will inform seller of restrictive measures imposed to protect our customer, DBS will be removed
Why did my application got rejected? What can I do?
Sellers that have breached Lazada’s T&C and have failed the criteria will not be allowed to apply for DBS.
<Published: 2021-10-12>
