What Are the LazMall Service Standards, and How Do I Keep Up With Chat?
LazMall sellers must meet a set of monthly service standards, and missing the same one for 3 months in a row means losing LazMall status. One of them is chat: a 10-Minute Response Rate above 50%. The others cover product quality, fulfillment speed, cancellations, seller rating and compliance. AeroChat helps with the chat standard directly, by answering every Lazada buyer message in seconds from your product details, and with ratings, by giving buyers correct answers before they order.
The LazMall service standards
As of November 2026, Lazada’s LazMall joining page (Malaysia) lists these service standards for LazMall sellers:
| Service standard | Performance needed |
|---|---|
| Product Quality Rating (last 8 weeks) | Above 4.6 |
| Fast Fulfillment Rate | Above 95% |
| FFR+ (same day) | Above 90% |
| Seller-Fault Cancellation Rate | Below 0.2% |
| Net Orders (last 30 days) | More than 1 order |
| 10-Minute Response Rate (10MRR) | Above 50% |
| Seller Rating (last 8 weeks) | Above 92% |
| Non-Compliance Points (last 90 days) | Below 12 |
Source: Lazada Seller Center, “Your LazMall Onboarding Journey”, Malaysia, as of November 2026. Lazada reviews LazMall sellers’ performance periodically, and sellers who miss any standard for 3 consecutive months, on the same metric, are offboarded from LazMall. Standards can differ by country.
The same page lists sign-up criteria for existing Marketplace sellers who want to join, including a chat response rate of at least 85%, a ship-on-time rate of at least 90%, a product quality rating of at least 4, a corporate seller type, at least 10 products on site, and no products listed as “OEM” or “No Brand”.
LazMall buyers also get a longer returns period. As of November 2026, Lazada’s Seller Center (Singapore, updated 10 November 2025) gives 30 days for LazMall and Choice orders, against 15 days for Marketplace orders.
What the 10-Minute Response Rate means
Lazada’s help page (Philippines, updated 26 November 2024) defines 10MRR as the share of conversations where every message received between 8 am and 11 pm was answered within 10 minutes, over the last 7 days. Auto replies do not count. Quick replies do. See Lazada chat response rate for the details.
The usual fixes and their limits
- A dedicated chat agent. Fifteen hours a day of 10-minute replies is more than one person can cover, and the rate falls on their days off.
- Quick replies. They count and save typing. A person still has to send each one.
- LISA, Lazada’s chatbot. It answers from fixed scenarios. In Singapore, Lazada says it supports English only.
How to handle it in chat with AeroChat
AeroChat answers each Lazada buyer message in seconds, all day, from your spec sheets, warranty terms and policies, in the buyer’s language. Correct answers before purchase mean fewer wrong orders, which helps your ratings and cancellations. Warranty claims and faults go to your team with the order number and photos, so your team spends its time on the cases that affect your ratings most.
Buyer: Is this the official warranty? Can claim at service center in my city?
AeroChat: Yes. This blender carries the official 2-year brand warranty (example). You can claim at any authorized service center with your Lazada order number and the warranty card in the box.
Copy this into AeroChat
We are a LazMall store. Answer every buyer message in Lazada chat straight away.
- Answer spec, compatibility, authenticity and warranty questions from our product details and warranty terms.
- Before saying an item is in stock, check our stock sheet.
- Reply to every message in the conversation, including short follow-ups.
- For faulty items or warranty claims, ask for the order number and a photo or short video, then hand the chat to our team.
- For return questions, explain that LazMall orders have a 30-day returns period and how to start a return from the order in the Lazada app.
Never promise refunds, replacements or delivery dates. Reply in the buyer’s language.
Add your warranty terms and stock sheet as knowledge before you paste it.
What to connect
- Your Lazada store. Connect it from the AeroChat dashboard. Lazada sets its own approval steps for chat access, and our team takes you through them. See Lazada in AeroChat.
- Your product knowledge and stock. Spec sheets, warranty terms and a Google Sheet or store system for stock.
Questions
Can AeroChat help with Fast Fulfillment or cancellations?
Fulfillment happens in your warehouse and Lazada’s logistics, not in chat. AeroChat helps by answering questions before the order, so fewer buyers order the wrong item.
Do AeroChat replies count toward 10MRR?
Lazada says quick replies count and auto replies do not. It does not say how replies from connected chat software are counted. Check Business Advisor in the first week after you connect.
What else should a Lazada chat team do?
See Lazada Seller Center chat tips.
I also sell on Shopee Mall. Same setup?
Yes, both in one inbox. See Shopee chat performance explained.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Hold the LazMall chat standard every month
Connect your Lazada store, add your product and warranty details, paste the recipe, and test it with a buyer question.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.