Delivered by Seller (DBS) FAQ

1. How do I process my orders? 

Please refer to the guide here (https://s3.ap-southeast-1.amazonaws.com/images.partner.zalora.com/SellerCenter/Seller%20Academy/JPGs/Modules/10.%20Guide%20To%20Managing%20Seller%20Own%20Fleet.pdf).

2. My order status isn't updated.

If your selected logistics provider is already linked to aftership and you have provided the link during the 3PL creation, kindly raise a ticket to SHD here (https://seller-helpdesk.zalora-ops.com/en/support/tickets/new).

If you are using your own fleet or if your logistics provider is not linked to Aftership, please submit the Seller Own Fleet Delivery Submission Form here (https://docs.google.com/forms/d/e/1FAIpQLSdJM2CqqmiAEOW4qWm2aFXYJ0CfkfkaN_kYexuaSnnRzA0Ghg/viewform). Order status update will take up to 2 business days.

3. How do I manually update my order status?

Please submit the Seller Own Fleet Delivery Submission Form here (https://docs.google.com/forms/d/e/1FAIpQLSdJM2CqqmiAEOW4qWm2aFXYJ0CfkfkaN_kYexuaSnnRzA0Ghg/viewform). Order status update will take up to 2 business days.

4. I submitted the Seller Own Fleet Delivery Submission Form but my order status still isn't updated. 

Manual order status updates will take up to 2 business days. Kindly raise a ticket to SHD here (https://seller-helpdesk.zalora-ops.com/en/support/tickets/new) if the order status is still not updated after 2 business days.

5. How much time do I have to submit the Seller Own Fleet Delivery Submission Form?

According to Clause 6.3 in Annex 1 of the Marketplace Framework Agreement, the Seller The Seller must provide ZALORA with the tracking details of such order by 4.30pm on the Business Day that such order was dispatched on.

6. Is there any way I can automate order status updates?

Yes, please use a logistics provider that is linked with Aftership, and raise a ticket to SHD here (https://seller-helpdesk.zalora-ops.com/en/support/tickets/new) to request for the creation of that logistics provider for you. 

7. Can I have different logistics providers for the same route? 

Yes, you can, however, please specify this in your request as the 3PLs are created based on route. 

Example request:

MY-HK: DHL Aftership -> 3PL created will be named "DHL Aftership (MY-HK)"

MY-HK: Aramex Aftership -> 3PL created will be named "Aramex Aftership (MY-HK)"

8. Can I use the same logistics provider for different routes? 

Yes, you can, however, please specify this in your request as the 3PLs are created based on route. 

Example request:

MY-HK: DHL Aftership -> 3PL created will be named "DHL Aftership (MY-HK)"

MY-SG: DHL Aftership -> 3PL created will be named "DHL  Aftership (MY-SG)"

9. I changed my logistics provider, how do I create a new one?

Kindly raise a ticket to SHD here. Please specify the 3PL name, if it's linked with Aftership, and the respective route.

Example request:

MY-HK current 3PL: Fedex Aftership

MY-HK new 3PL: DHL Aftership

10. My order was canceled but I've already shipped out the item, what next?

Kindly raise a ticket to SHD here (https://seller-helpdesk.zalora-ops.com/en/support/tickets/new). Please specify the order number. However, do note that Zalora will not entertain any dispute if investigations reveal that this was due to Seller's own actions. e.g Seller did not update order status hence order canceled.

11. I would like to know more about Delivered by Seller (DBS) operations

Please visit the Seller Academy section in this Knowledgebase. You can click here (https://seller-helpdesk.zalora-ops.com/en/support/solutions/articles/76000057793-delivered-by-seller-dbs-)