Cross-Border E-commerce Must-Read: Lazada 2025 Latest Policy Compilation and Multi-Store Compliance Guide
In 2025, the Lazada platform has intensively updated multiple policies covering return processes, store ratings, customer service response rates, product information quality, and logistics performance. This article outlines key changes for multi-store sellers, provides a daily compliance checklist and efficient operational tips to help sellers avoid violations and improve ratings.
Introduction
In 2025, the Lazada platform continues to tighten policies on returns and refunds, store ratings, customer service response rates, product information quality standards, and logistics performance. For sellers operating multiple stores, policy changes multiply compliance risks. This article focuses on interpreting several key policy updates in the first half of 2025 and provides compliance strategies and a daily checklist for multi-store sellers to help reduce account risks and improve operational efficiency in cross-border e-commerce.
Common Operational Issues
Multi-store sellers often face the following pain points when dealing with policy updates:
- Information lag: Policy notifications are scattered across stores, making it easy to miss important updates.
- Inconsistent execution: The same operational standards are difficult to implement simultaneously across all stores.
- Accumulated violation points: Different stores may incur deductions for the same type of issue, leading to increased account risk.
- Declining customer service and logistics metrics: High message volume across multiple stores makes reply rates hard to maintain; logistics performance is affected by individual store orders.
- Inventory and return management chaos: After return policy changes, inconsistent handling methods across stores increase disputes.
These issues fundamentally point to the need for standardization and automation in multi-store management.
Specific Processing Procedures
1. Return and Refund Policy Updates (March 2025)
Lazada has further shortened the processing time for returns and refunds, requiring sellers to respond within 48 hours after a buyer initiates a return, otherwise the system will automatically approve the refund. At the same time, the scope of "refund only" has expanded for certain categories.
- Operational actions:
- Check return/refund requests daily, ensuring processing within 24 hours.
- Set up quick reply templates for customer service to uniformly inform buyers of return addresses and procedures.
- Use the return reminder feature of e-commerce ERP tools to avoid omissions.
2. Store Rating System Adjustment (February 2025)
The new store rating model increases the weight of cancellation rate and on-time shipment rate, and adds a "buyer experience feedback" dimension. Stores with ratings below 4.0 will face traffic restrictions.
- Operational actions:
- Monitor rating changes for each store daily, focusing on cancellation rate and shipment delays.
- Timely delist out-of-stock products to avoid order cancellations due to stockouts.
- Use order management tools to batch process shipments and improve on-time rate.
3. Customer Service Response Rate Requirements (Full Enforcement January 2025)
Lazada requires all sellers to respond to buyer messages within 12 minutes; otherwise, it affects store ratings and exposure. Multi-store sellers often exceed response times due to cumbersome store switching.
- Operational actions:
- Centralize management of customer service messages for all stores, replying quickly from one interface.
- Set up auto-replies for common questions to reduce manual response pressure.
- Regularly check chat logs to ensure no unread messages are missed.
4. Product Information Quality Standards Update (April 2025)
New regulations require product images, titles, and descriptions to be fully consistent with the actual product. Exaggerated claims will result in forced removal and deductions. Also, random checks on multilingual descriptions will increase.
- Operational actions:
- Conduct batch self-checks of listings for all stores, correcting inaccurate information.
- Establish a unified product information template to ensure consistent content across stores.
- Use batch editing tools to quickly update product descriptions across multiple stores.
5. Logistics Performance Metrics (On-time Shipment Rate & Cancellation Rate) Escalated (May 2025)
Lazada raised the on-time shipment rate threshold from 95% to 98%, and a cancellation rate exceeding 2% will affect store grade.
- Operational actions:
- Export pending orders for each store daily, prioritizing orders about to timeout.
- Adjust inventory alerts to avoid cancellations due to stockouts.
- Use e-commerce ERP to automatically send shipment numbers, shortening shipment confirmation time.
Checklist
The following is a daily operational checklist for multi-store sellers, applicable to Lazada, Shopee, TikTok Shop, and other platforms:
| Check Item | Importance | Method | Frequency |
|---|---|---|---|
| Store Status | Detect anomalies like suspension or restrictions | Log in to each platform and check store health/warnings | Once daily |
| Order Status | Avoid shipment delays and cancellations | Export pending orders, mark those about to timeout | Twice daily (morning and evening) |
| Customer Service Messages | Ensure response rate meets standards | Centrally view all store chats, reply to unread messages | Multiple times daily (recommended every hour) |
| Inventory Anomalies | Prevent cancellations due to stockouts | Compare inventory with listed quantities, delist out-of-stock items | Once daily |
| Account Risks | Account association, violation points, etc. | Review violation notices and deduction records for each store | Once daily |
| Returns and Refunds | Handle disputes promptly | View return requests, check for timeouts | Twice daily |
| Store Ratings | Monitor trends | Record each store's daily rating, compare with yesterday | Once daily |
| Logistics Performance | Ensure on-time shipment rate | Check if yesterday's shipments were all completed within the deadline | Once daily |
FAQ
1. How to manage multiple stores centrally?
Use a multi-store management tool (e.g., SpeedSell) to simultaneously log into multiple Lazada (and Shopee, TikTok Shop) stores in one interface, centrally viewing orders, messages, and inventory, avoiding frequent browser switching.
2. What should be checked daily in operations?
Core checkpoints include: store status (any violation notices), order status (pending shipment/timeout), customer service messages (unreplied), inventory anomalies (stockouts), account risks (deductions). Refer to the checklist above for details.
3. How to reduce the risk of missed orders?
Sort pending orders by remaining time, prioritize those about to timeout. Use ERP to automatically send tracking numbers, reducing manual operations. Set up multi-device notifications.
4. Too many customer service messages?
Set up quick replies for common questions (e.g., return process, shipping time) and use auto-reply. For multiple stores, reply centrally in one chat panel to improve efficiency.
5. How to improve operational efficiency?
Establish standardized SOPs, automate repetitive tasks (e.g., order processing, reply templates). Use professional e-commerce ERP or multi-store management tools for batch operations.
6. How to quickly improve Lazada store rating?
Focus on cancellation rate and on-time shipment rate; ensure orders are shipped on time; increase customer service response speed; optimize product information quality to reduce negative reviews.
7. What are the consequences of a customer service response rate below standard?
Store rating declines, traffic exposure decreases, and in severe cases, may be restricted from participating in platform events. It is recommended to set an auto-reply for initial responses, then follow up manually.
8. How should multi-store sellers handle return policy updates?
Unify the return processing flow across stores, set a 48-hour internal alert. Use tools to batch process return requests to avoid automatic refunds due to oversight.
9. Difficulty checking product information quality?
Use batch editing features to uniformly modify product titles, images, and descriptions across multiple stores. Conduct regular spot checks to ensure compliance with platform requirements.
10. How to control logistics delay risk?
Pre-stock in overseas warehouses or use official logistics, optimize shipment times. Check pending orders daily to ensure packaging is completed before cutoff.
11. How to avoid account association in multi-store operations?
Use independent browser environments or device isolation tools (e.g., SpeedSell's account isolation feature) to ensure each store's account login environment is separate.
12. Do I need to purchase independent tools for each store?
No. Choose a tool that supports multi-platform and multi-store management; one account can manage all stores, reducing tool costs and management complexity.
Tool Recommendation
Faced with dense policy updates and daily inspection items, multi-store sellers are recommended to use SpeedSell for unified management. This tool supports simultaneous login to Shopee, Lazada, and TikTok Shop stores, integrating orders, inventory, customer service chats, and providing account isolation environments to help sellers efficiently complete daily checks and reduce risks from human oversight.
Summary
Lazada's 2025 policy updates overall trend toward refined operational assessment and buyer experience priority. Multi-store sellers must establish standardized compliance processes and leverage tools to automate order management, customer service messaging, and inventory monitoring to maintain stable operations amidst tightening platform rules. Executing the daily checklist, keeping up with policy changes, and centrally managing multiple stores are essential paths to reduce risks and improve ratings.
Related Links
- SpeedSell Features: Multi-Platform, Multi-Store Management
- SpeedSell Scenarios: Multi-Store Operations and Team Collaboration
- SpeedSell Client Download: Centrally Manage Stores, Orders, and Customer Service Messages
- SpeedSell Tutorial Center: Cross-Border E-commerce Operation Tutorials
- SpeedSell Daily Operations Tutorial Directory
Who This Is For
This article is for ecommerce teams managing Shopee, Lazada, TikTok Shop or other cross-border stores.
Key Steps
Clarify the operational issue, review store status, account boundaries, network setup and team workflow, then standardize the repeatable process in SpeedSell.