Lazada Shop Rating Policy Update: How to Maintain High Scores and Boost Sales
Lazada has updated its shop rating policy, making scores more critical for visibility and conversion. This guide explains the changes and provides actionable steps to maintain high ratings using SpeedSell's multi-store management tools.
Introduction
Lazada's latest shop rating policy update puts more weight on customer satisfaction scores, directly affecting product ranking and conversion rates. Starting in 2025, the calculation formula now emphasizes recent 30-day reviews, and stores with ratings below 4.5 may see reduced visibility in search results. For multi-store sellers, maintaining consistent high ratings across all shops is more challenging than ever.
In this guide, we break down the key changes, why they matter, and how you can protect your ratings using SpeedSell—the all-in-one platform for managing multiple Shopee, Lazada, and TikTok Shop stores.
Who This Is For
- Lazada sellers operating multiple stores
- Ecommerce managers responsible for customer satisfaction KPIs
- Store operators looking to automate rating management tasks
- Anyone who wants to stay compliant with Lazada's latest policy updates
Key Steps
1. Understand the New Rating Components
The updated policy divides the overall rating into three parts:
- Product Quality Score (40%): Based on product returns, refunds, and buyer feedback on item description accuracy.
- Seller Service Score (35%): Includes chat response rate, response time, and resolution rate.
- Logistics Experience Score (25%): On-time delivery rate and shipping-related complaints.
Each component is calculated using a trailing 30-day window. To maintain a high overall score, you need to excel in all three areas.
2. Optimize Customer Service Response Speed
Chat response rate is now a key input for the Seller Service Score. Lazada expects replies within 90 seconds during business hours. For multi-store sellers, manually monitoring chats across stores is nearly impossible.
SpeedSell Solution: Use SpeedSell's Aggregated Chat Panel to view and reply to all Lazada store conversations in one unified inbox. Set up Quick Reply templates for common questions (shipping, returns, sizing) to respond instantly. SpeedSell also offers real-time translation, so language barriers don't slow you down.
3. Manage Orders to Avoid Late Shipments
Late shipments hurt both Logistics Experience Score and product quality feedback. Set up automated workflows to track order status and flag at-risk orders.
SpeedSell Solution: SpeedSell's centralized order management shows all orders from your Lazada stores in one place. Use filters to identify unshipped orders approaching the deadline. You can also set up automated reminders to pick and pack.
4. Proactively Request Positive Reviews
After a successful delivery, send a polite follow-up asking for a review. But be careful not to violate Lazada's anti-spam rules.
SpeedSell Solution: Create a review request template using SpeedSell's Quick Reply feature. Schedule automated sends after order completion (configurable delay). Monitor new reviews in the chat panel and respond to negative feedback quickly.
5. Monitor Your Score Weekly
Don't wait for a notification from Lazada. Track your rating trends proactively.
SpeedSell Solution: While SpeedSell doesn't directly fetch rating data, you can set up a routine to check each store's dashboard. SpeedSell's multi-tab browsing feature lets you open all store analytics pages simultaneously, making monitoring efficient.
6. Handle Negative Reviews Constructively
When a negative review appears, respond within 24 hours to show other buyers you care. Offer a solution (e.g., partial refund, replacement) to encourage the buyer to update their review.
SpeedSell Solution: SpeedSell's Chat Panel highlights new messages from flagged conversations. Attach order details to provide context. Use the built-in note system to track follow-ups.
FAQ
Q: How is the overall shop rating calculated? A: It's a weighted average of Product Quality (40%), Seller Service (35%), and Logistics Experience (25%), using the last 30 days of reviews. Scores above 4.5 are considered excellent.
Q: What happens if my rating drops below 4.5? A: Lazada may reduce your product visibility in search results, and promotional participation eligibility could be affected. Extreme cases risk store suspension.
Q: Can I use auto-replies to improve response time? A: Yes, but auto-replies must be helpful and relevant. SpeedSell's Quick Reply templates allow you to create human-like responses that can be sent with one click, meeting Lazada's speed requirements while maintaining quality.
Q: Does SpeedSell guarantee my store won't get penalized? A: No, SpeedSell is a tool for efficiency; you must still follow Lazada policies. However, using SpeedSell helps you stay compliant by centralizing operations and reducing human error.