O R D E R P R O C E S S I N G

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O R D E R P R O C E S S I N G T I P S

1. Update your inventory regularly in the Seller Center to avoid mismatch between stock quantity in system vs warehouse stock quantity.

2. Allocate sufficient buffer stocks to prevent running out of stock, especially if you are selling on multiple ecommerce platforms. Please be reminded that out of stock cancelation is subject to penalty charges.

3. Remember to realistically update your stocks on Seller Center at least 1 week before 11.11

1. Check your order backlog in the Seller Center at least twice daily. More frequent checks are highly recommended during campaign periods.

2. Prioritize processing orders by the most aging (first-in, first-out).

3. Check your order status before packing. If you ship out a cancelled order, unfortunately this will be treated as a free gift to the customer.

1. Hire sufficient manpower if increase in order volume is expected, especially during campaign periods.

2. Train new and existing staff to effectively process orders in bulk

1. Be present at pick-up address during the timeframe our 3PL comes to collect the order packages

2. Escalate to Seller Help Desk or your Account Manager immediately if 3PL does not turn up 3. In case of internal system changes/issues, warehouse holidays, or any expected processing

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▪ Order Processing Flow ▪ Order Notification

▪ Processing Orders – Single ▪ Processing Orders – Multi ▪ Packing Orders

▪ Requesting Pick-Up ▪ Packaging Materials ▪ Returns & Exchanges ▪ Performance Review

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Order Processing Flow

1. When you get a sales order notification email, log into Seller Center to check the order details 2. Print the order invoice and the airway bill accordingly

3. Pack the order together with the printed invoice, and attach the airway bill on your order package 4. Click “Ready to Ship” to automatically schedule parcel(s) pick-up from courier and print Carrier

Manifests

5. Carrier Manifests need to be printed in 2 copies. Please refer to How to Print Carrier Manifests

Carrier Manifest act as a proof of pick up (Sender’s Copy) which can be use for investigation purposes should we need to investigate an issue related to a particular parcel that has been shipped out.

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▪ Order Processing Flow ▪ Order Notification

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Order Notification

▪ You will be notified of new order(s) through a notification email from ZALORA every day. ▪ It will include a link to bring you

directly to the Order Management tab on Seller

Center.

▪ Alternatively, you could keep yourself updated by logging into Seller Center daily to check on your order status.

O R D E R N O T I F I C A T I O N

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▪ Order Processing Flow ▪ Order Notification

▪ Processing Orders – Single ▪ Processing Orders – Multi ▪ Packing Orders

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P R O C E S S I N G O R D E R S - F I F O M E T H O D

FIFO METHOD : “First In, First Out” ; this means the orders that come in first have to be

processed first

How? Just click the up down arrow beside ‘order date’ and make sure the dates are sorted

by oldest (top) to latest (bottom).

Why? This way, you get to process the older orders first, thereby reducing your lead time

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▪ Step 1: Click on Orders 🡪 Manage Orders

▪ Step 2: Click on the “Pending” filter tab to view all current pending orders ▪ Step 3: Click on the “+” icon to view all items in each order

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Processing Orders

Fulfill all customer orders within

2 working days after order creation date

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▪ Step 4: Check your inventory to ensure sufficient

stocks to fulfill ordered items. If an item is out of stock, click on “Canceled”

▪ If an ordered item is out of stock, click on the

“Cancelled” button. This can be done on an item

level, and you do not have to cancel the entire order should it contain more than 1 item. A penalty fee of RM15 will be charged for every item cancelled.

P R O C E S S I N G O R D E R S - S I N G L E

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▪ Step 5: Click on “Invoice” to generate Assigned Delivery Provider and Invoice

Processing Orders 2016-02-26 2016-02-26 2016-02-26 2016-02-26 123456790 123456791

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▪ Step 6: Click on “Create Package and Next” to confirm Delivery Provider. The choice of delivery provider depends on the payment method indicated by the customer:

• GDEX: Bank Transfer , Ipay88 , Credit Card ,

Store Credit , Paypal , Ezpay

• NinjaVan: Cash on Delivery Marketplace NinjaVan

P R O C E S S I N G O R D E R S - S I N G L E

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▪ Step 8: In the pop-up page, print the invoice and airway bill for the order

▪ Step 7: Enter an invoice number for your reference (optional) and click on “Save Invoice Number & Next”

P R O C E S S I N G O R D E R S - S I N G L E

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▪ Step 9: Once you have packed the ordered items along with the invoice in the parcel and the airway bill on the parcel’s exterior, click on the “Ready to

Ship” button

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P R O C E S S I N G O R D E R S - S I N G L E

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▪ Processing Orders – Single ▪ Processing Orders – Multi ▪ Packing Orders

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▪ Step 2: Select “Print All Documents for Selected

Items” and click on “Go” button

▪ Step 3: Print the to access the collated packing list,

and each order’s invoice and airway bill to included with the parcel alongside the ordered items.

▪ Step 1: Select orders to fulfill by checking the boxes

Requesting Pick-up

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P R O C E S S I N G O R D E R S - M U L T I

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▪ Step 4: Check that the listed orders have been packed and ready for pick up, then click on the “Ready to

Ship” button

▪ If an ordered item is out of stock, click on the

“Cancelled” button for in each order. This can be done

on an item level, and you do not have to cancel the entire order should it contain more than 1 item

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P R O C E S S I N G O R D E R S - M U L T I

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● Please pack and update the status of your orders to “Ready to Ship” within 2 working

days. This duration is calculated based on the time difference between the time the

order was made by customer, and the time the order is packed and order status is

updated to “Ready to Ship”. Failure to fulfill within SLA will result in automatic order

cancellation and cancellation penalty charges per cancelled item.

● Customer are allowed to cancel any orders in status “Pending”. Check the order status on Seller Center before packing the order. If your order has been cancelled but you proceed to ship the ordered items to the customers, this will unfortunately be treated as a free gift

● ZALORA’s Customer Service team relies on the order statuses to follow up with customers when they contact us

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▪ Processing Orders – Single ▪ Processing Orders – Multi ▪ Packing Orders

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Packing Orders Sellers are responsible to pack all orders safely to ensure

product and service quality and to avoid any loss or

damage upon delivery, especially for high-risk products i.e beauty category

Double check the

SKU/Size/Colour/Quality of

products to minimize possibility of returns.

1. Invoice

Please print the invoice from Seller Center and include in the parcel with the products.

3. Airway Bill

Print these directly from Seller Center in A4 paper and insert these in a clear pouch or envelope on the sealed parcel. 4. Ordered Product(s)

4. Packaging

Use your own packaging material or purchase from ZALORA website

P A C K I N G O R D E R S - L O C A L M Y

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Packing Orders

After packing the parcel with their contents, attach the relevant airway bills in the plastic flyer bag to attach on the outside of the parcel:

NinjaVan

COD - West Malaysia Non COD - West Malaysia (except Kedah, Perak & Pahang)

GDEX

Non COD - East Malaysia, Kedah, Perak & Pahang

1. Airway bill for NinjaVan

2. Ensure the pick up person to scan the barcode upon pickup to avoid missing parcel.

1. Separate the 3 out of the 4 printed pieces –

Billing, Receiver and POD Copy. On the copies,

indicate “1” for “Pieces” and the weight of the parcel accordingly.

2. For the Sender Copy, indicate “1” for “Pieces” and the weight of the parcel accordingly. This is to be kept by you for future reference. Make sure that the GDEX pick-up personnel signs at the bottom right-hand corner of the copy.

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Packing Orders Sellers are responsible to pack all orders safely to

ensure product and service quality and to avoid any loss or damage upon delivery, especially for high-risk products i.e beauty category

Double check the

SKU/Size/Colour/Quality of

products to minimize possibility of returns.

1. Invoice

Please print the invoice from Seller Center and include in the parcel with the products.

2. Airway Bill Print these directly from Seller Center in A4 paper and insert these in a clear pouch or envelope on the sealed parcel.

3. Ordered Product(s)

4. Packaging

Use your own packaging material or purchase from ZALORA website

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▪ Requesting Pick-Up ▪ Packaging Materials ▪ Returns & Exchanges ▪ Performance Review

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Requesting Pick-up

▪ Step 1: Click on Orders 🡪 Manage Orders

▪ Step 2: ▪ Step 3:

Click on the “Pending” filter to view all current pending orders

Select the orders that have been packed and set status to “Ready to Ship”

R E Q U E S T I N G P I C K - U P

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3PL: GDEX or NinjaVan

Once your order status has changed to “Ready-to-ship”, a pick-up request will be sent to the courier automatically.

o If the status is updated before the cut-off time of 10:00AM, courier will proceed to make their way over to collect the parcel(s) on the same day

o If the status is updated after the cut-off time of 10:00AM, courier will proceed to make their way over to collect the parcel(s) at least 1 working day later.

1. Ensure that 2 copies of Carrier Manifests has been printed out once status is

change to Ready to Ship. Please refer to How to Print Carrier Manifests.

2. If either courier fail to turn up to collect the parcel(s) within 1 business day from Ready to Ship date, please notify us via Contact Us Form

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Once your order status has changed to “Ready-to-ship”, a pick-up request will be sent to the courier automatically. This is only for Klang Valley and non-COD parcels for sellers’ warehouse based in Klang Valley

o If the status is updated before the cut-off time of 2:00PM, courier will proceed to make their way over to collect the parcel(s) on the same day

o If the status is updated after the cut-off time of 2:00PM, courier will proceed to make their way over to collect the parcel(s) the next day.

1. Ensure that 2 copies of Carrier Manifests has been printed out once status is

change to Ready to Ship. Please refer to How to Print Carrier Manifests.

2. If either courier fail to turn up to collect the parcel(s) within 1 business day from Ready to Ship date, please notify us via Contact Us Form

3PL: Pickupp

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▪ Requesting Pick-Up ▪ Packaging Materials ▪ Returns & Exchanges ▪ Performance Review

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Packaging materials required for packing your orders:

Flyers _Box

AWB

AWB Pouch

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ZALORA Packaging is available for purchase as an alternative packaging material for your order fulfilment. ZALORA Packaging is of excellent quality, made of biodegradable material, features a waybill pocket, and is reusable for customer returns, for your and customer convenience.

To purchase, click links below:

ZALORA Packaging

Size S: Measurement: L43cm x W13.5cm

Size L: Measurement: L55cm x W48cm Size XL: Measurement: L78cm x W50cm

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For complimentary packaging, sellers are advised to submit requests directly to the couriers. This is subject to courier’s availability and ZALORA is not responsible for couriers’ packaging stock level. To submit request for complimentary packaging by couriers, please fill up the request forms:

● SF Express - Flyer

● Pos Laju & CollectCo - Return Label

● NinjaVan - Flyer: Kindly email to Ninjavan with below information:

Subject: Packaging Request / ZALORA / (Seller Name) Email to: support_my@ninjavan.co

Shipper name: ZALORA - (Seller Name) 1. Email

2. Contact

3. Complete Delivery Address 4. Size

5. Quantity

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▪ Requesting Pick-Up ▪ Packaging Materials ▪ Returns & Exchanges ▪ Performance Review

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▪ Customers might return products if they are not satisfied with the items received ▪ Once the customers have made their returns, you should receive the returned items

within 25 days after ZALORA has processed the returns.

▪ ZALORA will notify you via email when we have received the returned products ▪ You will be charged a return penalty fee if customer returns are due to

a. Wrong item sent b. Defective items

Changing Pick-up Status

R E T U R N S

customer is dissatisfied with items received

ZALORA receives returned product from customer in good condition

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Changing Pick-up Status

customer is dissatisfied with product size or colour

customer submits online request for product exchange via ZALORA website/app

ZALORA receives returned product from customer in good condition

A new order number is automatically created in the Seller Center Seller fulfillment & delivery

Happy customer

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E X C H A N G E S

Fulfill all customer orders within 2 working days after

order creation date

1. Exchange request from customer

● Customers might request for exchange if they are not satisfied with the items received.

● Exchanges are only available for a different size and/or

colour of the same style.

● Exchanging for different product is strictly not allowed

● Items in non-returnable and non-refundable items & brands are not available for exchange, unless stated otherwise.

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E X C H A N G E S

2. Return to ZALORA

● Returned items from customer will undergo the same QC process by ZALORA before the returned items are returned to you

● Upon successful return processing by ZALORA, the original order status will be updated to “Returned” with reason “Exchange”, and a new order will be created in the Seller Center

● You will receive the returned items within 25 days after ZALORA return processing

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4. Fulfill all customer

orders within 2 working days after

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E X C H A N G E S

3. Seller Center order creation

● A new order number will be created in Seller Center for your processing, starting with ‘5’. This new order will have the same pricing structure as the original order number. This includes the deductions of promotion and discount, if applicable.

● Newly created exchange order number will have the same campaign and promo fees structure chargeable to sellers as the original order number, if applicable.

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E X C H A N G E S

4. Seller fulfillment

● You are required to process the new order adhering to the same fulfillment lead time as other normal orders

at 2 working days starting from order creation date

● Failure to fulfill within 2 working days will result in delayed dispatch fee per late item, automatic order cancellation, and cancellation penalty charges per cancelled item.

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▪ Requesting Pick-Up ▪ Packaging Materials ▪ Returns & Exchanges ▪ Performance Review

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KPIs Z Expected Score Description

% of Seller Related Cancellation (SRC)

5% or less _{Orders that are cancelled by seller or by ZALORA due}

to:

1. delayed fulfilment

2. out of stock / item not available / defective 3. delayed dispatch / failed pickup

Threshold value of more than 5% will be considered a serious SRC breach

% of Fulfillment within Service Level Agreement (SLA)

95% or above Aging orders will lead to low % within SLA. Make sure

to prioritise processing orders by most aging.

Threshold value of less than 95% will be considered a serious SLA breach

P E R F O R M A N C E R E V I E W

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▪ Seller will receive a Warning notification. ▪ There will be no change

to seller's listing and Seller Center access

P E R F O R M A N C E R E V I E W

1. Warning 2. Account Suspension 3. Account Delisting

▪ Seller account will be suspended for a period of 14 days

▪ Seller's listings will not appear on ZALORA website for 14 days

▪ Seller will still be able to log on to Seller Center to complete processing all pending orders to avoid further penalty charges

▪ Seller account will be delisted starting from the notification date

▪ Seller's listings will not appear on ZALORA website ▪ Seller will still be able to log

on to Seller Center to complete processing all pending orders to avoid further penalty charges within 14 days after receiving the notification ▪ After 14 days, Seller will no

longer able to log on to Seller Center

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● Suspended seller must undergo the 14 days suspension period to get reactivated.

● Delisted seller may submit a request for account reactivation via *link here* and our Seller Support team will review the request within 14 days. Successful appeal is determined by the validity of KPI breach reasons.

● After the appeal, the seller’s performance will still be monitored to ensure the KPI breach does not reoccur. Here are some tips to improve:

i. Prioritise the orders based on the most aging days

ii. Hire sufficient manpower to fulfill orders especially during campaign periods iii. Update inventory regularly to ensure there isn't mismatch in stock quantity and

actual warehouse stock