FREQUENTLY ASKED QUESTIONS (BETA LAUNCH):

ELIGIBILITY:

• Q: Is this available for Metro Manila orders only? How about Bulacan, Rizal and other areas near Metro Manila?
o A: Only available for Metro Manila sellers to Metro Manila buyers right now. We will expand coverage as
we go along.

• Q: Is there a maximum order total price for Same Day Delivery?

o A: No maximum total price.

• Q: Is this feature available for items that are handled by FBL?

o A: Same Day Delivery is not yet available for FBL. We are working on it.

ENABLEMENT:

• Q: How can I join Same Day Delivery?

o A: Go to https://lzd.co/SDDRegistration, fill in all necessary information and submit. Applications are
subject to eligibility check. For more information, you may also visit Seller Help Center Articles on Same
Day Delivery.
▪ https://sellercenter.lazada.com.ph/seller/helpcenter/what-is-same-day-delivery-13699.html

• Q: Can we choose which products we want to enable for same day delivery?
o A: Yes. You can choose to enable (turn ON/OFF) your SKU’s for Delivery Option Instant. This can be done
per SKU or by batch edit/mass upload.
▪ Per SKU: Go to Manage products > Edit > Delivery & Warranty Section > Click Yes or No for
Delivery Option Instant
▪ Batch Edit: Manage products > Select SKU’s > Batch Export > Export File > Select Dimweight and
Delivery Option > Export File > Download file > On the downloaded excel, look for Delivery
Option Instant > Input Yes or No > Save file > Upload file

• Q: Can we switch off same day delivery service just in case we have our own store holiday?
o A: Option 1 (Whole Store): You can turn on holiday mode.
o Option 2 (SDD Only): You can disable SDD (delivery option instant) on an SKU level via single SKU or
batch edit, then re-enable once you are ready to resume SDD operations.

• Q: If we turn on/off our SKU’s for same day delivery, will it reflect automatically?
o A: Yes, it will reflect on seller center and on the buyer side automatically and real-time.

• Q: If the SKU exceeds the allowed dimension for grab, will it automatically become unavailable for Same Day
Delivery?
 o A: Yes, the buyers’ checkout will automatically block same day delivery option once the package/SKU
reaches the dimension limit. Customers can still proceed with Standard Delivery option.

• Q: What if we have new products, will it be available for Same Day Delivery?
o A: Upon product listing, you can toggle ‘Delivery Option Instant’ yes or no in the delivery portion.

OPERATIONS:

• Q: For the items that are part of the same day delivery, can we still adjust inventory/ stocks?
o A: Yes. Same inventory/stock count will be shared by all delivery options.

• Q: What is the lead time for sellers to prepare orders?

o A: Lead time is dependent on the time when the order is received:

Customer Order Time Arrange Shipment (RTS Lead Time) for Seller
Mon-Fri 12MN to 9AM RTS on or before 11AM same day
Mon-Fri 9AM to 11AM RTS within 2 hours from Order Time
Mon-Thurs 11AM to 12MN RTS on or before 11AM next day

• Q: If the buyer placed the order after 11am, since it will be delivered the next weekday, is the seller required to
process the order within 2 hours?
o A: The 2-hour SLA will start after operating hours the next day which means the seller has until 11AM of
the next day to RTS/ Arrange Shipment. Note that if seller RTS any time before 9AM, the Grab rider will
be arriving at 9-10:30AM. If seller RTS 9-11AM, Grab will arrive within the next hour and a half.

• Q: What if we don’t have operations on Sunday?

o A: Same Day Delivery will only be available from Mon to Fri right now. We are working on allowing
sellers to follow their own operating hours in the future.
▪ This means that buyers will also only see the Same Day Delivery option from Mon-Fri 11AM.

• Q: Can the customers still cancel their orders?

o A: Customers can cancel their orders before seller hits ‘Arrange Shipment’ – similar to Standard delivery.

• Q: Is there a cutoff on the quantity of orders for Same Day Delivery?

o A: None yet. We will develop this feature once the need arises.

• Q: Are same day delivery orders viewable in Seller Center? Is there a tag to distinguish vs regular orders?
o A: Yes, this is available in Seller Center PC. There's a tag 'INSTANT' and you can filter all Instant orders in
order management page too via Delivery Option = Instant.
 • Q: Is there an option to cancel an order if the item is currently OOS?
o A: Yes, same with standard delivery. This will affect your cancellation rate.

• Q: How will COD be handled?

o A: Same day delivery is currently only be available for Non-COD. We will release COD option, along with
the processes, soon.

• Q: Can we provide another number for the pick-up rider to contact?

o A: Business profile number in Seller Center will be used for all same day delivery pickups. Please update
this as needed.

• Q: If customer orders 1 Same Day item and 1 non-Same Day item from a seller, will this be split into 2 orders?
o A: No, customer will not see Same Day delivery option upon checkout. Orders like this will only be
available for Standard Delivery.

DELIVERY:

• Q: Will there be an option for orders to be picked up by 4-wheeler or just motorcycles?

o A: All orders for now will be shipped through motorcycles with insulated bags.

• Q: Will the rider receive the order immediately after the customer places an order?
o A: No, rider will only be booked once the seller triggers it via 'Arrange Shipment'. If you want to confirm
order with customer first, please make sure to do it before clicking on 'Arrange Shipment'

• Q: Will there be any restrictions for this feature? What if the buyer opts to not received the item delivered to
them?
o A: We have return processes for scenarios like this covered in the “Negative Scenario” portion of the
seller training. In case of failed delivery to buyer, the Grab rider will return parcel directly to the seller.

• Q: Can we have a separate pick up address for same day delivery vs our regular pick up delivery address?
o A: It will be the same as regular pick up address

• Q: Do we need to book a Grab rider for our orders or will it be booked by Lazada?
o A: Booked by Lazada. Just click on Arrange Shipment, and it will automatically trigger a Grab booking.

Arrange Shipment (RTS Time) for Seller Grab Driver Arrival

RTS Mon-Fri 12MN to 9AM 9AM to 10:30AM same day
RTS Mon-Fri 9AM to 1PM Within 1.5 hours from RTS time
 RTS Mon-Thurs 1PM to 12MN 9AM to 10:30AM next day

• Q: Can we modify the time of same day pick up for our store?
o A: We don't have this feature yet. To ensure that the store is open for pickups, please RTS during
operating hours (9-11AM).

• Q: Will the Grab drivers have their own scanner when picking up the items?
o A: No scanners. Guidance for both Lazada sellers and Grab drivers is to check two things:
▪ Lazada Customer Name = Grab Recipient Name
▪ Lazada Tracking Number = Grab Merchant ID

• Q: Will Grab riders be picking up multiple same day delivery parcels at once?
o A: No. 1 Order = 1 Grab driver to ensure that orders will be picked up and delivered fast.

• Q: Do you have enough riders to fulfill all same day delivery orders?
o A: We are working closely with our partner to make sure we have enough riders everywhere. In case of
no rider allocation, order will get cancelled. Seller ratings will not be affected.

• Q: Once the driver picks up the order, can we assume that they will go straight to the customer? Or will they be
picking up parcels from other sellers?
o A: They will be going directly to your customer after picking up the parcel.

PACKAGING:

• Q: Will there be an indication on the AWB (Airway Bill) that the order is same day delivery?
o A: Yes, you will find 'P2P' on the upper right part of the AWB. First Mile and Delivery will also indicate
‘Grab Express’

• Q: What are the packaging guidelines for same day delivery?

o A: Same packaging guidelines as standard delivery. This is to ensure protection while in transit.
https://sellercenter.lazada.com.ph/seller/helpcenter/how-do-i-pack-an-item-5516.html
NEGATIVE SCENARIOS:

• Q: If the delivery failed, who is responsible for returning the package?

o A: The same Grab driver who picked up the parcel will return to you directly.

• Q: What if a package is returned but the shop is already closed?

o A: Grab rider can drop it off in their service center and deliver package return the next day. This process
is only during beta launch.

• Q: If same day delivery orders are not arranged/RTS on time, will the order be cancelled?
o A: Yes. Lazada may cancel orders that are not arranged/RTS on time as we want to meet our customers’
expectations for same day delivery.

• Q: What happens if the wrong order was handed over to the rider? Will the rider just come back and return it?
o A: Yes. But to avoid this scenario, please always double check if the right parcel is being handed over to
the correct rider.
▪ Lazada Customer Name = Grab Recipient Name
▪ Lazada Tracking Number = Grab Merchant ID

• Q: What if there is no available rider to pick up our orders?

o A: Order will be cancelled if no rider is booked. But we are working very closely with our partner to
ensure that there are enough riders to cater the Lazada same day delivery orders.

• Q: Who will pay return shipping fee when customer reject on doorstep?
o A: It is covered by our shipping fee arrangement. Buyer and seller will not pay anything for failed
deliveries.

• Q: What if the rider returned missing or wrong item to the seller?

o A: Similar to standard delivery, please file for claims/ dispute through PSC so we can investigate.

PROMOTIONS:

• Q: If the buyer collected free shipping voucher (free shipping max), can they use it on same day delivery?
o A: Yes! Free shipping max and other platform vouchers/ discounts are applicable to same day delivery.

• Q: Will shipping fee be settled in the SOA?

o A: Set-up will be the same as standard delivery. Sellers do not need to pay shipping fee to Grab or to
Lazada (except for vouchers and discounts provided by seller).