Philippines. Vietnam. Thailand. Malaysia. Singapore. Indonesia. Hong Kong

Transcription

1 FBL: Fulfilment by Lazada Hong Kong Indonesia Malaysia Philippines Singapore Thailand Vietnam

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3 Index What is FBL? Why does FBL make sense? How much does FBL cost? How to move to FBL? What changes? Joining FBL Manage your Products and Stocks Manage your Customer Returns Financial Reconciliation FAQs 3

4 What is FBL? A t r u e o p p o r t u n i t y! Lazada has developed one of the most advanced fulfillment networks in Asia: over 4,500 specialists, more than 40 state-of-the-art hubs and fulfillment centers and a delivery fleet, ready to bring your products to over 600 million Customers everywhere in Southeast Asia. A true opportunity for your business! Take full advantage of our FBL network. You can focus on marketing and growing your business while Lazada takes care of the fulfillment of your orders from A to Z. You don t need to worry about operations anymore! 4

5 How does FBL work? Sourcing specialists help with first-in-class tools to optimize your replenishments You create FBL replenishment orders anytime through Seller Center You prepare the products, together with the delivery note and a copy of the replenishment order Products arrive at the WH, pass the quality control, get labelled and registered in the WMS Products get stored in a specific location, including cold, bulky or top security storage areas With FBL, we take care of picking, packing, invoicing and shipping your orders, 24/7 Products get delivered to Customers with reliable 3PL partners The delivery process is faster, which means satisfied Customers and a faster payment cycle! 5

6 Index What is FBL? Why does FBL make sense? How much does FBL cost? How to move to FBL? What changes? Joining FBL Manage your Products and Stocks Manage your Customer Returns Financial Reconciliation FAQs 6

7 Why does FBL make sense? WoW Sales Growth 15% 0.04% Weekly CR B e c a u s e w i t h F B L y o u s u c c e e d! With FBL, you sell more: 12% 12% 0.03% Average week-on-week sales growth of FBL Sellers is 12% vs. 3% of drop-shipping Sellers 9% 6% 3% 0% 3% Non FBL FBL 0.02% 0.01% 0.00% 0.01% Non FBL 0.02% FBL Conversion rate of FBL Sellers is 0.02% vs. 0.01% of drop-shipping Sellers Customers prefer FBL orders, 23% over dropshipping, including speed of delivery, packaging or product quality 100% 80% 60% 40% 20% 0% NPS Trend 71% 67% 80% 53% 56% 54% 60% 54% 51% 52% 52% 52% 53% 57% 50% 57% Jan Feb Mar Apr May Jun Jul Aug Non FBL FBL With FBL, e-commerce is easier: You can focus on marketing and growing your business. We take care of the rest! You can easily scale up your business without investing in operations Specialists help you to optimize your replenishment to check the quality of your products, to coordinate the 3PLs, etc. 7

8 Why does FBL make sense? 0.50% 0.40% 0.30% 0.20% 0.10% 0.00% Weekly OOS Cancellations 0.20% Non FBL 0% FBL Weekly Lead-time N % 80.00% 60.00% 40.00% 20.00% 0.00% 80% 76% Non FBL FBL B e c a u s e F B L i s e a s y! With FBL, operations make the difference: Out-of-stock issues are very rare Order shipping in the first 48 hours increases from 76% to 80% Customer returns fall from 1.20% to 0.90% Fulfillment costs sink and thus your products become more competitive 1.50% 1.20% 0.90% 0.60% 0.30% 0.00% Weekly Returns 1.20% 0.90% Non FBL FBL Lead-time 8 5 Non FBL FBL With FBL, you receive your money faster: Orders get delivered 3 days faster than with dropshipping The delivered status is updated within 24 hours As a consequence, the financial reconciliation starts earlier and you receive the money of your sales faster! FBL brings your business to the next level and makes you succeed! 8

9 Why does FBL make sense? B e c a u s e y o u c a n b e n e f i t f r o m L a z a d a s f u l f i l l m e n t n e t w o r k! 4,800sqm (23,000sqm after Jan. 2016) of storage capacity in state-of-the-art fulfillment centers in KL and 2 hubs across the country More than 90 warehouse specialists ready to help you with the fulfillment of your orders Cold room and top security areas ensure highest quality and safety standards Lazada s primary partner LEX has more than 70 specialists across the country 9

10 A success story: from struggling Merchant to one of Malaysia s fastest growing boutique Sellers Weekly Order Sales Non FBL FBL Weekely Rating 2 1 Non FBL FBL F B L e n s u r e s b e t t e r p e r f o r m a n c e! Before joining FBL, the Seller was struggling: Sales volume was flailing, despite aggressive marketing and pricing campaigns Operations: low rating, late deliveries and out-of stockissues After joining FBL 8 th June 2015, the Seller reviewed its assortment and launched a new aggressive marketing campaign. The stock and order fulfilment was now handled by Lazada Group Non FBL FBL! What was the effect of FBL? Better performance! Weekly sales volume has more than tripled Customer rating has doubled End-to-end lead-time has shrunk from 5 days to 4 days Out-of-stock cancellations (initially 0.2%) have disappeared NPS has increased from 0% to 50% 10

11 Index What is FBL? Why does FBL make sense? How much does FBL cost? How to move to FBL? What changes? Joining FBL Manage your Products and Stocks Manage your Customer Returns Financial Reconciliation FAQs 11

12 How much does FBL cost? L e s s t h a n w h a t y o u e x p e c t! With FBL, you can benefit from a first-in-class fulfillment network at low cost, less than what you expect! You don t need to invest in your operations structure and your shop becomes more competitive on the marketplace In addition, you can join our FBL premium rewards program and benefit from exclusive content production, marketing and visibility prizes! Before considering FBL prices, please note that: Storage is free of charge for the first 30 days You can request back your items from the WH anytime. It s free of charge in metro area Pick-up service is free of charge in metro area FBL items need to weight less than 15 KG and have a volume of less than 0,4 cubic meter 12

13 Index What is FBL? Why does FBL make sense? How much does FBL cost? How to move to FBL? What changes? Joining FBL Manage your Products and Stocks Manage your Customer Returns Financial Reconciliation FAQs 13

14 How to move to FBL? What changes? I t s e a s i e r t h a n y o u t h i n k! If you want to learn more about FBL, please contact our FBL experts: Jules: jules.zanten@lazada.com.my Suresh: suresh.krishnan@lazada.com.my If you wish, you can also arrange a visit to our WH and learn more about our fulfillment operations! Moving to FBL is easier than you think! Once you have decided to do it, you just need to: Sign the FBL agreement Our sourcing team will contact you and coordinate the first replenishment order! Sell! You are now on FBL! 14

15 What changes? Manage your Products - Stocks 1 2 You can view your products on FBL on SC, by clicking on Products / Fulfillment by Lazada. You can send more products to FBL by clicking on Send to Warehouse and Create a request. Fill in the request and submit it. 3 4 You can return your products from FBL back to your warehouse anytime, by clicking on Products / Fulfillment by Lazada. Click on Return from Warehouse / Create a New Request. Fill in the request and submit it. You can see all the details of your requests by clicking on Show details of the specific request. 15

16 What changes? Manage your Customer Returns 1. F a i l e d d e l i v e r i e s Let s imagine that the 3PL tries to deliver the product, but it cannot reach the customer (e.g. the address is not valid). If the 3PL fails several times to deliver the product, it sends the product back to Lazada s fulfillment center, where it is stored back and it is ready to be sold again. 2. C u s t o m e r r e t u r n s Let s imagine that the Customer receives the product, but after a while he/she changes his/her mind and returns it back (in accordance with the returns policy) to the WH. WH team checks the quality of the product. If the return must be accepted and the item is ready to be sold again, it will be stored back (unless you wish to receive it back). If the product is damaged, it will be sent back to your WH (unless you wish to dispose it). 16

17 What changes? Manage your Customer Returns 1 2 Click on Orders and Manage Orders. Select Returned. You can see the items being returned. You will receive an on the returned items. You can also click on the specific order and learn more about it. 3 4 You can check the current stock of returned items at Lazada s fulfillment center. Click on Manage Products and available. You will see an extra FBL line with the specific stock. You can raise a return request by clicking on Fulfillment by Lazada / Return from Warehouse. 17

18 What changes? Financial reconciliation F a s t e r! Financial Reconciliation Cycle Example With FBL, the payment process is faster: The delivery process of your orders and the delivered status update are faster. This means that the financial reconciliation process starts earlier and that you receive the money of your sales faster! Financial reconciliation procedure doesn t change: Weekly payment e.g. each Friday with Sunday as cut-off day Each payment refers to delivered items (status delivered ) in the week before (e.g. Monday to Sunday) The commission and the FBL fees will be detracted. After that, you will receive the payment within 1-3 working days You can check your financial statements anytime on Seller Center 18

19 Index What is FBL? Why does FBL make sense? How much does FBL cost? How to move to FBL? What changes? Joining FBL Manage your Products and Stocks Manage your Customer Returns Financial Reconciliation FAQs 19

20 I have a question!? Is FBL expensive?! No! Actually, with FBL you avoid additional personnel, packaging and WH costs for the fulfillment of your orders? If I sell products through FBL, can I still sell other products through drop-shipping?! Yes! You can sell your products through different fulfillment models simultaneously? Are my FBL products covered by insurance?! Yes! All FBL products are fully covered by Lazada s insurance (against loss, damage, fire, etc.)? Do I have to pay more for the pick-ups?! No! There is no change in the pick-up service? How long does the inbound take?! Generally, 24 hours, but if the documents are incorrect or the packaging is faulty, it can take longer? Does FBL mean that I need more stock?! No! With FBL, Lazada helps you to optimize your stocks and avoid unnecessary inventory costs? Do I need to update the stock on SC?! No! Stocks will be automatically updated by Lazada? Can I get my products back from Lazada s WH? How long does it take?! Yes, through SC. You can agree on a return lead-time with Lazada, based on your specific needs and your WH location? I need to match the product serial number with the Customer order. Is it possible with FBL?! Yes! Lazada s WH team can track this information and share it with you? Can I monitor my stocks and my returns?! Yes! You can monitor your stocks and returns directly on SC? Do I receive the Customer Returns?! If the items are in good condition, they will be stored back in Lazada's fulfillment center and get ready for sale. However, you can place an order on SC and retrieve them back 20

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