SINGAPORE, March 23 — Some Lazada sellers have had their orders wrongly cancelled in recent days, in what the e-commerce company said was the “result of an operational error”.
These sellers have taken to social media to air their grievances and post their experiences on a Facebook page called Lazada SG Seller Community that is managed by the online marketplace.
One seller shared a message purportedly sent by Lazada on Monday (March 21) night saying that it was “investigating an early order cancellation anomaly”, which affected orders that were placed from March 17 to 21.
Orders placed during the period were cancelled, which led to buyers receiving an automatic refund.
Affected buyers may lose out on vouchers used to buy their products because refunds are typically issued only for the amount paid.
On the other hand, some sellers who spoke to TODAY said that they were uncertain if their items, some of which they have shipped out, would be returned to them.
Sellers were also concerned about other costs such as labour and advertising that were incurred for the cancelled orders.
In response to TODAY’s queries, Lazada said yesterday that the company takes “this incident seriously and have taken steps to prevent it from occurring again”.
It has informed the affected customers and issued them a voucher to re-order the cancelled items and is also working with sellers to ensure that “they do not incur losses from the incident”.
Lazada declined to say how many orders were affected by the operational error.
One seller, who wanted to be known only as Nigel, told TODAY that three of his orders costing about S$400 (RM1,244) were cancelled because of the error.
The 33-year-old said that he received an email notification of each cancelled order on Monday at around 6.40pm and it “caught his attention” because it was odd to have more than one order being cancelled at the same time.
“Other sellers in the Lazada seller Facebook page also posted that they had several order cancellations at one time… I was lucky I only had three orders affected. Other sellers weren’t so lucky. One had more than 200 orders cancelled,” he added.
When he reached out to Lazada’s help desk for assistance on the issue upon discovering the cancellations, it was already closed but the administrators on the Facebook page continued to “update everyone whenever they could”, he said.
In a post by a Lazada moderator on in its seller Facebook group, Nigel was also told that the cancellations were irreversible. He declined to say what he sells on the e-marketplace.
Another seller, Damien Toh, 21, a university student, had a similar experience.
He usually processes around five orders worth around S$30 each on Lazada daily. The error had cancelled five of his orders, amounting to a day’s worth of sales.
Toh, who sells books and lifestyle products on the site, said that he did not ship out the orders when the cancellations happened and he was told to contact the buyers for a reorder.
“For some sellers, they had already shipped out their items and the cancellation happened after… I saw on an online forum that this was happening to many sellers, so (I thought) no point contacting Lazada since its hotline was sure to be flooded,” Toh said.
Another seller, who wanted to be known only as Tan, said that he had packed and delivered his orders before they were cancelled.
Tan, who declined to say how many orders were involved and what he sold, said that he does not know if his items will be returned to him or if he will be paid for them.
“Because of the cancellation (error), the refund to customers was processed immediately so we won’t get the sales money for sure,” Mr Tan added. “The initial response from Lazada was that the cancellations were irreversible and (it is up to us) to contact the customer for a re-order.
“It’s quite ridiculous because it was not caused by sellers or customers, and some of them used vouchers or flash deals, so they won’t want to re-order again.”
In a separate development, users of Shopee, another shopping site, also reported having difficulties accessing the platform on Tuesday afternoon.
One of them, who gave her name as just Gladys, said that the website was down and both buyers and sellers were not able to access it. The issue prevented her from processing 100 orders.
Gladys, who works for a company that sells houseware and home supplies, said: “From around 12pm to 5pm, I had no new orders incoming because buyers couldn’t really buy. I also couldn’t print address labels for existing orders to pack or let couriers collect, too.”
In a response to TODAY’s queries, Shopee said last night that its mobile application was operating normally again and it apologised for any inconvenience caused.
It did not elaborate on what was the nature of the problem that caused the disruption earlier in the day. ― TODAY
新加坡，3 月 23 日——最近几天，一些 Lazada 卖家的订单被错误地取消，这家电子商务公司称这是“操作错误的结果”。
这些卖家在社交媒体上表达了他们的不满，并将他们的经历发布在一个名为 Lazada SG Seller Community 的 Facebook 页面上，该页面由在线市场管理。
一位卖家分享了一条据称是 Lazada 周一（3 月 21 日）晚间发送的消息，称其正在“调查提前取消订单的异常情况”，该异常影响了 3 月 17 日至 21 日下达的订单。
在此期间下的订单被取消，这导致买家收到自动退款。
受影响的买家可能会失去用于购买其产品的代金券，因为退款通常仅针对已支付的金额。
另一方面，一些与TODAY交谈的卖家表示，他们不确定他们的商品（其中一些已经运出）是否会退还给他们。
卖家还担心取消订单产生的其他成本，例如人工和广告费用。
在回应TODAY 的询问时，Lazada 昨天表示，该公司“认真对待这一事件，并已采取措施防止其再次发生”。
它已通知受影响的客户并向他们发放了重新订购被取消商品的凭证，并正在与卖家合作以确保“他们不会因事件而蒙受损失”。
Lazada 拒绝透露有多少订单受到操作错误的影响。
一位只想被称为奈杰尔的卖家告诉今天，他的三份价值约 400 新元（1,244 令吉）的订单因错误而被取消。
这位 33 岁的老人说，他在周一下午 6 点 40 分左右收到了关于每个取消订单的电子邮件通知，这“引起了他的注意”，因为同时取消了多个订单是很奇怪的。
“Lazada 卖家 Facebook 页面上的其他卖家也发帖称，他们一次取消了几笔订单……我很幸运，我只有三个订单受到影响。其他卖家就没那么幸运了。其中一个有 200 多个订单被取消，”他补充道。
他说，当他在发现取消后向 Lazada 的服务台寻求帮助时，它已经关闭，但 Facebook 页面上的管理员继续“尽可能地更新每个人”，他说。
在 Lazada 版主在其卖家 Facebook 群组中的一篇帖子中，奈杰尔还被告知取消订单是不可逆转的。他拒绝透露他在电子市场上卖什么。
另一位卖家，21 岁的大学生 Damien Toh 也有类似的经历。
他通常每天在 Lazada 上处理大约五个价值约 30 新元的订单。这个错误取消了他的五个订单，相当于一天的销售额。
在该网站上销售书籍和生活用品的 Toh 说，订单取消时他没有发货，并被告知要联系买家重新订购。
“对于一些卖家来说，他们已经发货了他们的物品，然后取消……我在一个在线论坛上看到很多卖家都发生了这种情况，所以（我认为）没有必要联系 Lazada，因为它的热线肯定是被淹了，”Toh 说。
另一位只想被称为 Tan 的卖家说，他在订单被取消之前已经打包并交付了订单。
谭拒绝透露涉及多少订单以及他卖了什么，他说他不知道他的物品是否会退还给他，或者是否会为他付款。
“由于取消（错误），对客户的退款已立即处理，因此我们肯定无法获得销售款项，”Tan 先生补充道。“Lazada 最初的反应是取消是不可逆转的，并且（由我们决定）联系客户重新订购。
“这很荒谬，因为它不是由卖家或客户造成的，而且他们中的一些人使用了代金券或闪购，所以他们不想再重新订购了。”
在另一项发展中，另一个购物网站 Shopee 的用户也报告说在周二下午访问该平台时遇到了困难。
其中一位自称名叫 Gladys 的人说，该网站已关闭，买卖双方都无法访问它。这个问题使她无法处理 100 个订单。
在一家销售家居用品和家居用品的公司工作的格拉迪斯说：“从下午 12 点左右到下午 5 点左右，我没有收到新订单，因为买家无法真正购买。我也无法打印现有订单的地址标签以打包或让快递员收集。”
在回应TODAY 的询问时，Shopee 昨晚表示，其移动应用程序再次正常运行，并对由此造成的任何不便表示歉意。
厦门商城系统开发 新的亚马逊美国站物流配送费用计算方法已经开始实施。相比之前的，基本都有上涨几个百分点，特别是平台配送费，同一产品每月的配送费都会有增长，尤其是加拿大、墨西哥、意大利，明年将布局小站点的卖家一定要小心。 头程物流也要精打细算，很多卖家习惯于在深…
码刀科技（www.lekshop.cn）是国内知名企业级电商平台提供商，为企业级商家提供最佳的电商平台搭建（多种模式电商平台搭建：B2B/B2B2C/B2C/O2O/新零售/跨境等）、平台管理系统开发及互联网采购解决方案服务, 联系客服了解更多.
