Understanding E-Commerce Operations Through Seller Support at Daraz Kaymu Nepal

Abstract

This cooperative education report, titled “Understanding E-Commerce Operations Through Seller Support at Daraz Kaymu Nepal,” summarizes my practical learning as a Seller Support Agent within the Seller Support Department during my CO-OP placement. Daraz Nepal, a leading e-commerce platform under the Alibaba Group, is a pioneer in the e-commerce industry, empowering millions of consumers and thousands of local sellers through advanced digital infrastructure in Nepal’s growing online market. Throughout the internship, I served as a primary liaison between Daraz and its vibrant seller community. Core responsibilities included delivering real-time chat and telephone support on product management, order fulfillment, campaign participation, financial operations, policy compliance, and technical troubleshooting. My involvement in these activities provided significant exposure to platform governance, cross-departmental collaboration, and the complexities of supporting diverse seller profiles in a digital marketplace. Key responsibilities included: • Product Management: Assisting sellers in optimizing listings, improving catalog accuracy, and aligning with platform standards to maximize visibility and conversion. • Order Fulfillment: Addressing inventory synchronization, shipping delays, and return logistics, particularly handling challenges unique to Nepal’s dispersed geographic context. • Campaign Management: Supporting seller participation in major events such as the 11.11 Mega Campaign by facilitating campaign registration, inventory planning, and performance analytics. • Financial Operations: Guiding sellers on commission structures, payout procedures, and tax compliance while resolving reporting issues. • Policy Compliance: Educating merchants on platform regulations, authenticity requirements, and quality assurance to maintain a credible e-commerce ecosystem. • Technical Troubleshooting: Serving as the first point of contact for account access, system errors, and integration issues impacting day-to-day seller operations. Understanding E-Commerce Operations Through Seller Support at Daraz Kaymu Nepal The nature of the role necessitated continuous coordination with finance, marketing, technical, and compliance teams to provide timely and comprehensive support. This multi-faceted interaction fostered an understanding of Daraz’s ecosystem and facilitated efficient seller support processes. The intense operational demands of the annual 11.11 Mega Campaign offered a platform for practical skill enhancement, especially in communication, time management, problem-solving, and digital business acumen. Navigating hundreds of simultaneous inquiries during peak periods allowed for rapid professional development and cultural sensitivity, especially when addressing language and connectivity barriers faced by sellers nationwide. This report identifies operational challenges such as rural language barriers and digital infrastructure limitations. It recommends enhancing platform localization, expanding outreach and training for rural sellers, and integrating technological solutions to address connectivity constraints. Overall, the cooperative education experience strengthened my technical expertise in digital marketplace operations, developed essential soft skills in cross-cultural communication and crisis management, and deepened my understanding of e-commerce dynamics in emerging markets. My contributions resulted in improved seller satisfaction, reduced response times, and process optimizations—achievements that reinforced my aspiration to advance in the field of digital business and e-commerce operations.

Keywords: E-commerce marketplace, Seller support, Cooperative education, Daraz Nepal, Alibaba Group, 11.11 Mega Campaign, Digital operations, Customer service.

Dr. Cheol Je Cho, บธ.บ. การตลาด (หลักสูตรนานาชาติ) – B.B.A. Marketing (International Program), บริหารธุรกิจ (Business Administration), บริหารธุรกิจบัณฑิต สาขาวิชาการตลาด (หลักสูตรนานาชาติ) – Bachelor of Business Administration Program in Marketing (International Program), 3/2567 (2024)