Operations
FAQ ❯❯ OPERATIONS
You can choose between three options:
- Under Products > Manage Products, you can switch off the active status of your products. This is recommended for sellers with less than 30 SKUs.
- Send an email to the Contact Form indicating the dates of deactivation and reactivation to request for a temporary deactivation of your account. Please note that we can only deactivate/reactivate accounts during business hours.
- Go to Settings > Your Profile > Scroll all the way down > Switch on the Holiday Mode
You must process all your orders within 1 business day of receiving it in Seller Center as required under the ZALORA Service Level Agreement.
Only process your order and change your order status to ‘Ready to Ship’ after your items are packed for the order.
Yes. NO PAYMENT> simply means that the customer used store credits or ZALORA vouchers to purchase your item. You will still get your revenue for that order.
Kindly click on this hidden link onsite to order for more packaging supplies: http://www.zalora.com.ph/outlet/mp-pouches/. Your supplies will be delivered to you.
You will have to provide a box for your items in the case where it could not fit into the packaging supplies. Please make sure that the airway bills, including the barcodes can be seen and scanned by the courier.
If order is in pending status:
Expand the order by clicking on the plus sign button before the order number and process item per order separately.
If order is in ‘ready to ship’ status:
Please send it to the Contact Form and choose Operations > Order Processing – Cancellations as soon as possible to have the item cancelled. Kindly note that penalties may apply.
Expand the order by clicking on the plus sign button before the order number and process item per order separately.
If order is in ‘ready to ship’ status:
Please send it to the Contact Form and choose Operations > Order Processing – Cancellations as soon as possible to have the item cancelled. Kindly note that penalties may apply.
No. Use the Contact Form and choose Operations > Customer Address Verification and provide and provide the order number. We will verify the address with the customer within 1 working day.
There are two circumstances that your order will be cancelled by our system automatically:
- The order has been under the Pending status for more than your seller handling time of 1 business day and has been cancelled due to delay in processing.
- When there are more than 3 failed pickups by your appointed logistics provider.
Raise it to the Contact Form, choose Operations > Others then provide the order numbers. We will advise you on which order number to proceed with.
Your logistics provider will arrive within 2 working days after you have changed your order status from Pending to Ready to Ship.
Pick-up windows will be from Mondays – Saturdays, 9am to 6pm. There will be no pick-ups done on Sundays and official holidays.
Also, kindly note that schedules and routes of pickups are planned by our logistics partners and hence, we will not be able to advice on the timeframe of pickups. Saturday pick-ups are highly encouraged, however please use the Contact Form if you are unable to accommodate with certain timings.
Also, kindly note that schedules and routes of pickups are planned by our logistics partners and hence, we will not be able to advice on the timeframe of pickups. Saturday pick-ups are highly encouraged, however please use the Contact Form if you are unable to accommodate with certain timings.
Please raise it to the Contact Form and choose Operations > Order Processing – Pick-ups.
No. However, kindly note that we only allow 3 pick-up attempts before the system cancels the orders. It is strongly advisable to make yourself available on the 2nd pick-up attempt.
No. You will not be penalized as long as you pack and set your order status to Ready to Ship within 1 business day. Late pick-ups by the logistics provider will not affect your performance.
Once your order has been received in our logistics hub and confirmed that it has been sent out to the customer, the logistic provider will be responsible for changing the status of the order from Ready to Ship to Shipped. After which, once the seller received the order, the order status will be changed to Delivered.
This means that the order was not delivered to the customer despite 2 delivery attempts. The order will be shipped back to you without any penalty.
The returned item will be checked by our Quality Control team. If it passes, the item will be shipped back to you.
Unless you have packed a wrong/defective item, you will not get penalized for customer-facing reasons.
ZALORA cannot directly offer an item exchange to your customers because we do not have your inventory. The customers will be fully refunded with the item amount. In the case where the sellers wish to order an item that you are selling, they would need to place a new order and you must process it like any other order.
Raise it to the Contact Form. Choose Operations > Order Processing – Returns and provide the order number, a brief description and image of the damaged item.
Beauty products, lingerie, underwear, earrings and swimwear are non-returnable.