Frequently asked questions about our move to Lazada

General

Q: What is happening to RedMart?

A: RedMart will be moving to a new home on Lazada from 15 March 2019.

Customers will be able to enjoy shopping for a much wider range of products, including fresh groceries and supermarket best buys, all on one Lazada app, while still enjoying the same top-quality service you love.

As part of our move, we will be disseminating information across various customer touchpoints with instructions on how to opt in to the Lazada platform. You will still be able to retrieve your RedMart purchase history and order lists on the Lazada platform, the same as before.

Q: Why should I move my RedMart account to Lazada?

A: You will be able to enjoy shopping for a much wider range of products, including fresh groceries and supermarket best buys, all on one Lazada app, while still enjoying the same top-quality service you love. We will also preserve your purchase history and order lists, so your preferences and frequently-ordered products remain on your account.

As a welcome gift, you will receive up to $25 in vouchers to shop on the new RedMart on Lazada from 15 March 2019 (terms and conditions apply).

Q: Why is this change happening?

A: Our customers! We have always listened to our customers on how we can improve, and increasingly, you have been telling us that you are looking to shop a wider selection of general merchandise and get all your shopping done in one place.

We strongly believe that bringing Lazada and RedMart together, and combining our resources and talents in both groceries and general merchandise, will provide an enhanced shopping experience for our customers.

Q: When will the change take place?

A: RedMart will be moving onto the Lazada platform on 15 March 2019. From this date, you can enjoy shopping for a wide range of products, including fresh groceries and supermarket best buys, all in one place.

Q: What will happen in the meantime?

A: You can still continue to shop on the RedMart app and website until 14 March 2019 11.59pm. From 1 February, you will receive a notification prompting you to opt in and allow us to move your purchase history and order lists to Lazada.

This process is essential in ensuring that you can continue to shop on RedMart with the same fuss-free experience, with your purchase history and order lists transferred for ease of re-ordering. In addition, you can shop from the wide assortment of products Lazada offers.


Making the Move

Q: What should I do now?

A: If you are a RedMart customer, you can continue to shop on the RedMart app and website until 14 March 2019 11.59pm. During this time, you will receive a notification on the RedMart app or website, which will prompt you to opt in and allow us to move your purchase history and order lists to the Lazada platform. Please note that all opt in or opt out responses need to be registered by 6pm on 14 March 2019.

After our move on 15 March 2019, you can continue to shop from RedMart on Lazada. The standalone RedMart app and website will be gradually phased out.

Q: Do I still have to opt in if my email address is already the same on RedMart and Lazada?

A: Yes. Customers using the same email address for their RedMart and Lazada accounts will still have to opt in by 14 March 6pm to combine their RedMart history with their Lazada account. This will allow us to move their RedMart purchase history and order lists to Lazada.

Do note that only one RedMart account can be merged with one Lazada account.

Q: I already have a Lazada account but it has a different email address from my RedMart account. What should I do?

A: You can choose to move your RedMart account to a Lazada account that has a different email address. Please note the resulting account on Lazada will be the account that you originally had. Your RedMart purchase history and order lists will be automatically moved to your Lazada account.

Do note that only one RedMart account can be merged with one Lazada account. If you or your  family members have multiple RedMart accounts, please ensure that you have opted in for all the accounts that you wish to retain on Lazada.

Q: I do not have a Lazada account, but I want to keep my RedMart purchase history. What should I do?

A: You can sign up for a new Lazada account during the opt-in process using the same email address as your RedMart account. Once this is done, you will have a new Lazada account with your RedMart order history moved to your Lazada account.

Q: I do not want to move my RedMart data to Lazada. What will happen?

A: You may choose to opt out of moving your account to Lazada. If so, you will not be able to access your RedMart purchase history and order lists when shopping on the new RedMart on Lazada.

We strongly encourage you to opt in and allow us to move your RedMart purchase history and order lists to Lazada, so you can continue to enjoy the same shopping experience with RedMart in our new home.

Q: Will I be able to shop with RedMart on Lazada the moment I agree to move my RedMart data to Lazada?

A: RedMart’s move to Lazada will only take place on 15 March 2019. In the meantime, you can continue to shop on the RedMart app and website until 14 March 2019 11.59pm, and your orders will still be fulfilled by RedMart in the same two-hour delivery slot you chose previously.

Q: Can I still place my order on the RedMart website/app before 15 March 2019 and choose my delivery to be on or after 15 March 2019? Will it still be delivered?

A: Yes, of course! Our deliveries will not change.

During the interim, you may continue to shop on the RedMart app and website until 14 March 2019 11.59pm, and your orders will still be fulfilled by RedMart in the same two-hour delivery slot you chose previously.

Q: What will happen if I miss out on moving my RedMart data to Lazada?

A: Unfortunately, we are unable to merge your RedMart purchase history and order lists with your Lazada account after our move on 15 March 2019. As such, we strongly encourage you to opt in before 14 March 2019 6pm so you can continue to enjoy the same shopping experience with RedMart in our new home.

On and after 15 March 2019, you can still sign up for a new Lazada account and continue to shop on the new RedMart on Lazada. Do note that for a limited time, we will be providing a ‘Login with RedMart” option to convert your RedMart account to your Lazada account, after setting up a new password. During the login process, you may be asked to change your login email ID if there is an existing account on Lazada with the same email ID.

Q: What will happen to my remaining credits on RedMart?

A: If you choose to move your RedMart history to Lazada, your remaining credits will be placed in your Lazada Wallet as a voucher after we move on 15 March 2019.

If you choose not to move your RedMart history to Lazada, your remaining credits will be refunded to your primary payment method after we move on 15 March 2019.

However, if you do not respond by the deadline of 6pm on 14 March 2019, any remaining RedMart credits will expire if they have not been consumed before our move to Lazada on 15 March 2019.

Q: What data will be moved to Lazada?

A: On 15 March 2019, customers’ past six months’ purchase history, order lists and cart contents will be moved to the new RedMart on Lazada. Due to data privacy laws, your payment and/or credit card details will not be part of our move to the Lazada Platform.

After our move to Lazada is completed on 15 March 2019, customers will need to have an approved payment method, or register a new one if necessary, to submit orders on the new RedMart. You will still be able to retrieve your purchase history and order lists on Lazada platform, the same as before.

For more information on your data, please see the Data Privacy section.

Q: Even if I can’t place new orders, will I still be able to log in to RedMart app and view my past orders?

A: After our move on 15 March 2019, only registered Lazada users will be able to shop on the new RedMart on Lazada, while new orders will no longer be accepted on the standalone RedMart app or website. For a limited period, you can still log in to the RedMart app or website to view your pending orders and order history.


RedMart on Lazada

Q: What will be different about the ordering process?

A: The ordering process will be similar, including the look and feel of the RedMart app and website.

Additionally, you will have the option of checking out all your purchases at one go, in your Lazada basket, including products purchased on RedMart. You will also enjoy the convenience of having more payment options, including the Lazada Wallet.

Please note that Lazada products will not count towards the RedMart minimum value for free shipping.

Q: Will the delivery experience be the same?

A: The delivery experience for RedMart users will be exactly the same before and after our move to the new RedMart on Lazada. Orders on the new platform will continue to be fulfilled by RedMart in your chosen two-hour delivery slot between 7 a.m. and 10 p.m., seven days a week including public holidays, while orders with other Lazada sellers will be fulfilled separately.

Q: Will similar products on Lazada and RedMart be priced the same?

A: In line with our price match guarantee, RedMart will continue to offer competitive prices for all products sold on the new RedMart on Lazada.

Q: Will I be able to combine my RedMart and Lazada orders on the new platform?

A: After our move on 15 March 2019, RedMart will function as an independent seller on Lazada, which means you will be able to combine your RedMart and Lazada orders and check out at one go.

Orders on the new RedMart on Lazada will continue to be fulfilled by RedMart in your chosen two-hour delivery slot between 7 a.m. and 11 p.m., seven days a week including public holidays, while orders with other Lazada sellers will be fulfilled separately.

Q: I understand there will be up to $25 in vouchers? How does this work?

A: RedMart customers will be receiving a notification on the RedMart app or website from 1 February, which will prompt you to opt in and allow us to move your purchase history and order lists to the Lazada platform.

As a welcome gift, we will be offering each customer up to $25 in Lazada vouchers to experience our new RedMart on Lazada after the launch on 15 March 2019 (terms and conditions apply). $10 will be deposited in your Lazada wallet after our move on 15 March 2019, valid only for purchases made on the new RedMart. Subsequently, you can get an additional $5 credited to your Lazada Wallet for each of your next three orders on RedMart after 15 March 2019.

To be eligible for the voucher, customers must have a RedMart account before 1 February 2019 or placed an order that is successfully delivered by 14 March 2019.


LiveUp members

Q: I signed up for LiveUp on RedMart. Will Lazada recognise this?

A: Your LiveUp membership will continue to be valid and your LiveUp Rebates on RedMart will be transferred to your LiveUp account on Lazada on 15 March 2019. You will be able to redeem these rebates for any subsequent orders on Lazada.

From 15 March 2019, your LiveUp subscription fees will be charged by Lazada, instead of RedMart.

Q: I already have a Lazada account but it has a different email address as my RedMart account. Both email addresses have LiveUp memberships. What should I do?

A: If you have two active LiveUp memberships, that means you signed up with two different email IDs. After our move on 15 March 2019, both your email IDs will continue to have different LiveUp memberships as you have today. You may choose to cancel one of your accounts to avoid multiple charges when your LiveUp membership renews.

Q: What will happen to my LiveUp Rebates on RedMart?

A: Your LiveUp Rebates on RedMart will be transferred to your LiveUp account on Lazada on 15 March 2019. You will be able to redeem these LiveUp Rebates for any subsequent orders on Lazada, and not just with RedMart purchases.

Q: How can I verify that my LiveUp Rebates have been transferred successfully and fully?

A: As a registered Lazada user, you will be able to verify that your LiveUp Rebates on RedMart have been successfully transferred to your LiveUp account on Lazada by accessing the ‘LiveUp Membership’ tab under your account info on Lazada.

Go to: Account > LiveUp > Your available rebates

Q: What will be my LiveUp rebate cap?

A: The LiveUp rebate and credit cap on Lazada will be $30 per month.

Q: After the end of the current subscription period, will I be able to renew my LiveUp membership on Lazada?

A: Yes, as long as you have a valid credit card added to your Lazada account, your LiveUp subscription fees will be automatically renewed just like before, but will be charged by Lazada instead of RedMart from 15 March 2019.

Q: I signed up for LiveUp on RedMart. Do I need to redeem the partner benefits again so that Lazada captures this?

A: As part of our LiveUp Terms and Conditions, each LiveUp customer consents to allow LiveUp to track, consolidate, and share your member information, purchase records and transactions across Partners. Hence, all relevant LiveUp membership information on RedMart will automatically be synced on your Lazada account as part of our move on 15 March 2019.

Q: If I do not move my RedMart account to Lazada, what will happen to my LiveUp membership?

A: Your LiveUp membership will continue, and you will still be able to enjoy all of the partner benefits under LiveUp. As part of our LiveUp Terms and Conditions, each LiveUp customer consents to allow LiveUp to track, consolidate, and share your member information, purchase records and transactions across Partners. Hence, all relevant LiveUp membership information on RedMart will automatically be synced on your Lazada account as part of our move on 15 March 2019.

Do note that as part of the move, your LiveUp subscription fees will be charged by Lazada instead of RedMart from 15 March 2019.


Data Privacy

Q: How will my personal data be protected during this migration?

A: Protecting our customers’ personal data and privacy is very important to us. We will ensure that we maintain the same level of care with regards to your personal data during this migration. For more information on how we handle personal data, please refer here. If you have any further concerns regarding your data, you can contact our Data Privacy Officer at dataprivacy@redmart.com.

Q: What will happen to my customer data and order history details?

A: On 15 March 2019, customers’ past six months’ purchase history, order lists and cart contents will be moved to the new RedMart on Lazada.

If you have opted in, and have orders scheduled for delivery before 5 March 2019, your account will be migrated on 15 March 2019. For those with orders scheduled for delivery after 5 March 2019, your accounts will only be merged on 1 April 2019.

If you have opted out, please refer to “Q: I do not want to move my RedMart data to Lazada. What will happen?”.

For customers who fail to opt in before 15 March 2019, please refer to “Q: What will happen if I miss out on moving my RedMart data to Lazada?”.

Q: What will happen to my credit card and payment details?

A: Due to data privacy laws, customers’ payment and credit card details will not be part of our move to Lazada.

After our move to Lazada is completed on 15 March 2019, customers will need to have an approved payment method, or register a new one if necessary, to submit orders on the new RedMart.