Lazada reviews: seller rating, replies and samples

Lazada reviews come from verified buyers after their order is delivered, and they rate two things: the product and you as the seller. Your Seller Rating is the ratio of positive ratings to all ratings from verified buyers over the last 8 weeks. That is the definition in Lazada's Summary of Seller Metrics, updated July 2025.

The same page sets the general rule: good metrics lead to relatively higher search ranking, and poor metrics to lower. What Lazada measures from reviews, as of October 2026:

• Seller Rating: positive ratings divided by all ratings from verified buyers, last 8 weeks. Lazada's Seller Rating Guidelines add that seller cancellations also count against it.
• Product Quality Rating: the average of product quality ratings across all your orders, last 8 weeks.
• Logistics rating: buyers can rate the courier separately, and Lazada says this doesn't affect your seller or product rating (logistics rating FAQ).
• Review window: buyers have 30 days to review a purchase (Lazada).

The Seller Rating counts positive ratings against all ratings, so every rating that isn't positive pulls it down, not only the angry ones. A poor rating can cost you eligibility for campaigns and seller programs. Seller Center's Store Performance panel shows the target for your Positive Seller Rating, and each campaign lists its own requirement; check both before you join.

These are the things Lazada itself points to:

• The product matches the listing. Lazada's Product Quality page scores you on returns, 1 to 2 star product ratings and complaints to Customer Care, compared with other products in the category.
• Packing that survives the trip. Follow Lazada's packaging guidelines; damage in transit turns into a product complaint.
• No seller cancellations. Cancelling because you ran out of stock or priced an item wrong counts against you.
• Same-day chat replies. A message received between 6pm yesterday and 6pm today must be answered by 7pm today. Lazada counts the last 7 days, weekends included; public holidays and Holiday Mode are excluded.
• Fast shipping. The Seller Rating Guidelines suggest shipping within 24 hours.

Lazada's Ratings & Reviews guide shows a Manage Reviews page in Seller Center and the Seller Center app, with tabs for To be Reviewed, Product Reviews and Seller Reviews. Tap Reply under a review and type your answer; the reply box notes that your response is shown on the product page. The guide uses older regional screenshots, so if the menu has moved, search "reviews" in Seller Center.

Lazada's own advice is to respond promptly to good and bad reviews, so customers know they're heard. Two or three lines are enough: thank the buyer, name the product, say what you fixed. Never post the buyer's name, address or phone number.

Change the details every time. The same reply under ten reviews reads like a bot. For a tricky one, the free review reply generator drafts a reply in English or Taglish that you can edit.

• 5 stars, English: "Thank you for the review and the photo of the rice cooker in your kitchen. Enjoy it, and message us anytime if you need the manual."
• 5 stars, Taglish: "Salamat po sa order at sa 5 stars! Masaya po kami na mabilis dumating at kumpleto. Balik po kayo ulit!"
• 3 stars, English: "Thanks for the honest review. You're right that the strap is thinner than it looks in the photo. We've added the measurements to the listing so the next buyer knows."
• 1 star, damaged item, Taglish: "Sorry po na basag ang item pagdating. Dinagdagan na po namin ang bubble wrap sa lahat ng glass items. Paki-file lang po ng return sa app, aasikasuhin po namin agad."
• 1 star, courier delay, English: "Sorry for the long wait. We handed the parcel to the courier the same day, but it was held up in transit. Thank you for your patience, and we hope the item works well for you."
• 1 star, wrong item, Taglish: "Pasensya na po, mali ang variant na naipadala namin. Inayos na po namin ang checking bago mag-pack. I-chat lang po kami sa Lazada para maayos agad."

Chat with the buyer first. Courier complaints sometimes land in product or seller reviews, and Lazada's logistics rating FAQ encourages sellers to ask buyers to put delivery comments in the logistics rating instead. Ask once, politely, and never tie a refund to a changed review.

For reviews that cross the line, the screenshots in Lazada's guide show a Report Abuse link next to Reply on each review. Lazada's public help pages don't list which reviews it removes, so report only clear abuse, such as insults, threats or someone's personal details, and explain why in one or two sentences. If it stays up, contact Partner Support through Chat with Us in the Seller Center help center, where the ADA chatbot answers 24/7.

If a buyer is abusive in chat, Lazada's guide to abusive buyers gives you three tools. You can block a buyer's messages once no orders are pending (Lazada Chat, the ⋯ menu, Add to Blacklist), block future orders from the Order Details page, or use Report Customer. You can block up to 100 buyers. For a Product Quality penalty you think is wrong, appeal from Account Health: under Ongoing Penalties click More and file on the My Penalty page. Lazada asks for a letter on change of supplier or your QC improvements, and you can add photos or video showing the item shipped in good condition (Product Quality page). Our guide on how to handle angry customers helps with the conversation itself.

The To be Reviewed tab lists delivered orders that have no written review yet, with a Chat Now button. Lazada's guide recommends following up within the first 7 days after delivery. One friendly reminder is enough. As described on Lazada's help page, a Mission Center program gives buyers LazCoins for writing reviews, so the platform itself rewards them; you don't need to add anything.

Many people who search for a Lazada review sample are buyers hoping to earn those coins. The review that helps the next buyer is an honest one: did the item match the photos, did it fit, how was the packing, with a photo of the item. As a seller, the most you should do is make that easy, with a short chat reminder or a card in the parcel that asks for an honest review, good or bad, and offers nothing for stars.

One of Lazada's older help articles suggests sending reviewers a voucher. We'd skip it: a reward tied to a review tilts it, and the same habit is banned outright on Google. Lazada's Fake Transaction Policy is stricter still. Ordering your own products to generate positive reviews can lead to removal of those reviews, ratings and orders, lower search ranking and up to 16 non-compliance points. Two chat reminders and a parcel card you can use:

• Chat, English: "Hi! Your order was delivered. An honest review helps other buyers, good or bad. If anything is wrong, message us here too so we can fix it."
• Chat, Taglish: "Hi po! Na-deliver na po ang order niyo. Malaking tulong po ang honest review niyo para sa ibang buyers, maganda man o hindi. Kung may problema po, i-chat niyo rin kami dito para maayos namin."
• Parcel card, Taglish: "Salamat po sa order! Paki-review po kami sa Lazada, may picture kung pwede: tama ba ang size, okay ba ang packing? Kung may problema po, i-chat niyo rin kami sa Lazada."

Seller Rating covers 8 weeks, so one bad week stays in the number for two months. A short routine catches problems before they pile up.

• Monday: open Manage Reviews, look at the past 7 days, and read every product review under 4 stars and every seller review that isn't positive.
• Reply to all of them the same day.
• Check To be Reviewed for orders delivered in the past week and send one reminder each.
• Check Account Health: Seller Rating, Product Quality, chat response rate and cancellation rate.
• Fix the listing photo, size chart or packing behind any complaint that shows up twice.
• Before payday on the 15th and 30th and the big double-date sales like 11.11 and 12.12, stock up on packing materials and plan who covers chat.

If you have a physical shop, a warehouse pick-up or a stall, people who like your Lazada store may look you up on Google Maps. Keep the shop name, logo and contact number the same everywhere. Facebook Page vs Google Business Profile explains how the free profiles fit together, and the replies you write on Lazada work on Google too; see these positive review response examples.

Also selling on Shopee? Its shop rating is calculated differently: an average of stars rather than a share of positive ratings.