Here’s everything you need to know about Lazada’s Guarantee Seller Program as of 2025.
 

What is the Lazada Guarantee Seller Program?

Lazada introduced the Guarantee Seller Program to improve the shopping experience by holding sellers accountable for two key service metrics:

• Seller-Fault Cancellation Rate (CR): Lazada wants sellers to avoid cancelling orders due to reasons within their control (e.g., out-of-stock, inaccurate listings, etc.).

• Fast Fulfillment Rate (FFR): Lazada wants sellers to ship out orders quickly, within the timeframes Lazada defines for each order.

If sellers fail to meet these standards, it means buyers might experience delays or cancellations, which hurts customer trust. To protect buyers, Lazada may compensate them and charge penalty fees to the sellers responsible.

Key Policy Rollout Dates:

• 1 July 2024: The policy starts for LazMall sellers, but only the cancellation rate (CR) is enforced at this stage.

• 1 December 2024: The policy extends to Marketplace sellers, still only enforcing the CR metric.

• From January to May 2025, Lazada will run a dry run (test period) for the FFR metric which means no penalties yet, but sellers can start seeing how their performance compares to the standard.

• 1 June 2025: The full policy is enforced for all sellers, including both CR and FFR metrics.

Who is Subject to These Fees?

You’ll only be evaluated under this program if you’ve handled more than 20 order items in the last 28 days. If you sell less than that, you're not included, likely to protect low-volume or seasonal sellers.

Who Is Excluded?

• New sellers (within their first 90 days on Lazada)

• FBL (Fulfilled-by-Lazada) sellers, since Lazada manages their fulfillment, they aren’t responsible for shipping delays.

What Lazada Sellers May Be Charged

When an order is marked as “breached,” the seller will be charged:

These charges are used by Lazada to compensate the customer for the inconvenience of having their order delayed or cancelled.

To stay on top of your delivery timelines and prevent avoidable breaches, explore how BigSeller’s logistics tools help track orders across Lazada, Shopee, and TikTok Shop effortlessly.
 

How to Appeal Order Breach Fees

If you think Lazada made a mistake by marking an order as a breach, you’re allowed to appeal and try to reverse the penalty. All appeals can be made in the Account Health section of Lazada’s Seller Center dashboard. There are two chances to do this:

Before the Fee Is Charged

• You can submit an appeal within 7 days after the order was marked as breached.

• If your appeal is approved, you won’t be charged the fee at all.
   

After the Fee Has Been Charged

• If you missed the first window or the first appeal failed, you have another chance.

• You can submit a second appeal within 14 days after the fee was charged.

• If this appeal is successful, Lazada will refund the fee to you.
   

Keep Up with Lazada’s Standards Without the Extra Stress

Lazada’s Guarantee Seller Program is a reminder that sellers need to be more consistent when it comes to fulfilling orders and avoiding cancellations. While the rules may seem strict, they’re also a chance to show buyers that your store is reliable.

If keeping up with all the requirements feels overwhelming, BigSeller can help lighten the load. It simplifies your daily operations from syncing orders, tracking stock, and helping you avoid costly mistakes that could affect your seller performance.

The goal isn’t just to avoid penalties, it’s to build a shop that runs smoothly and earns buyer trust. And with BigSeller supporting you, that becomes a lot more achievable.

Sign up for free today and subscribe to BigSeller’s WhatsApp channel for more tips, updates, and support to grow your business with confidence.