Delivered-by-Seller (DBS) Policy
Policy Introduction
Delivered by Seller (DBS) is a delivery option specifically for sellers that are using their own fleet to fulfil orders which cannot be supported by Lazada-coordinated delivery solutions.
To learn more about how to apply for DBS, please refer to this guideline.
Application & Assessment
DBS is granted on a case-by-case basis after an assessment on non-exhaustive factors including but not limited to the following parameters.
Store Assortment Your store must meet minimum number of products which cannot be accommodated by existing Lazada-coordinated delivery solutions. |
Delivery Fleet You must provide supporting images and documents of your delivery vehicles. |
Additional Requirements Ensure products and performance are optimal to deliver pleasant experience for our customers. |
1. Store Assortment
Your store must meet the following minimum number of listings and performance levels to be eligible for DBS:
a) At least 50% of total active listing in Seller Center must meet the Qualifying Criteria for Listings (section 3.1), and
b) Listing details such as product image, weight, and dimensions on product display page (PDP) must be accurate, complete, current, legal and not misleading.
2. Delivery Fleet
You must provide the following supporting documents as part of your application for DBS. Incomplete information may result in delay to, or rejection of your DBS application:
a) One (1) front image of your vehicle(s) used for delivery, with license plate visible.
b) One (1) side image of your vehicles(s) used for delivery, and
c) Vehicle log(s) from Singapore Land Transport Authority (LTA), retrieved from OneMotoring website.
3 Listing Compliance
While on this delivery option, you must ensure that only products which qualify are enabled for DBS. All other products which can be delivered through tracked parcels by our logistics partners must not be fulfilled through DBS.
Your total active store listings must meet the following parameters to be qualified for DBS.
a) Item with weight above 30 kg,
b) Item with any one side (length, width, or breadth) exceeding 150 cm,
c) Item which requires installation,
d) Dangerous Goods (Industrial batteries, hazardous liquids, gas, flammable), or
e) Item that requires special handling (Live seafood, or aquatic animals, live plants, highly perishable cooked food).
4 Delivery and Service Level Agreement (SLA)
While on DBS, your cancellation and delivery rates are measured to ensure that all Lazada sellers are providing a consistent and pleasant experience for our customers.
The DBS option may be deactivated and removed from your account when performance falls below the following Service Level Agreement (SLA).
a) All orders must be delivered within ten (10) calendar days from date of order creation, or an agreed delivery time with the buyer, whichever earlier,
b) Sellers must make at least two (2) delivery attempts before updating order status due to failed delivery,
c) Ensure that failed delivery attempts are clearly documented with image of the delivery location capture, and
d) Update the order status timely and accurately to ‘Delivered’ or ‘Failed Delivery’ in Seller Center*.
* Orders which have not be fulfilled within SLA of (10) calendar days may be automatically cancelled by the system on the eleventh (11) calendar day. No payments will be made by Lazada for orders not updated within ten (10) calendar days, and is cancelled and refunded.
4.1 Returns & Failed Delivery
Sellers are fully responsible for the logistics for all returns initiated by the customer, or for orders which failed to deliver to customers.
a) Pick-up must be arranged within 48 hours from a return request raised by the customer.
b) All charges and fees related to the pick-up for the return request will be fully borne by the sellers.
c) Evaluate the returned product and process the return in accordance with the following policy: Direct Return to Merchant (DRTM). Note: For Lazmall sellers with DBS enabled, sellers will need to evaluate and process all returned orders (DBS orders and non-DBS orders) through Seller Center Order Management. All return and refund requests must be processed accordingly to DRTM process.
4.2 Performance Metrics
Your store delivery performance must not exceed the following threshold or DBS may be deactivated from your store. Non-fulfillment must be lesser than 25%, calculated by the total of DBS cancellations and failed delivery items, divided by total DBS items sold (Performance Metrics).
4.3 DBS Performance Cycle
For more information on DBS Performance Cycle and its mechanics for assessing performance and related penalty, please click here.
5 Intervention & Indemnification
a) Lazada shall not be responsible for the claims, charges and costs incurred arising from DBS.
b) Lazada is authorized to pick up an order on behalf of the seller in the event they are unable to meet the customer’s return request. All charges incurred will be borne by the seller.
c) Lazada will not be held responsible for any order that has been delivered before it is cancelled by the seller.
d) No payment will be made by Lazada for an order that has been delivered before order being cancelled and refund has been made to customer. Seller must ensure that order statuses are updated promptly.
e) Parcels not updated as delivered will be cancelled and refunded to customer after eleven (11) calendar days from the date of order creation.
6. Performance Evaluation & Policy Violations
Sellers found to violate the DBS policy, or has failed to meet Delivery & Service Level Agreement (Section 4) may be subject to the following enforcement actions and penalty. DBS option removed from the accounts and products should they violate the eligibility relating to Store Assortment, Delivery Fleet, and Additional Requirements stated above.
Sellers who are no longer eligible for DBS will have to make operational and logistical adjustments to continue to operate on Lazada. Sellers will still be able to leverage on existing Lazada logistics solutions available through Seller Center.
6.1 Listing Compliance
Products which are found to be in non-compliance will be suspended, locked, or Non-Compliance points issued to the seller:
Affected product(s) will be suspended, and seller can make necessary adjustments then activate them again.
Affected product(s) will be locked and seller will have to raise an appeal for each product.
DBS option will be removed from Seller Account and all products. Affected product(s) will be locked and seller will have to raise an appeal for each product. Six (6) Non-Compliance Points will be issued to the seller.
6.2 SLA Compliance
All orders must meet the Service Level Agreement (SLA) for sales delivery and returns.
Breach of Service Level Agreement (SLA)
Affected product(s) will be suspended, and seller can make necessary adjustments then activate them again. One (1) Non-Compliance Point will be issued to Seller.
