1. With nearly a decade of presence in Sri Lanka, Daraz has become a key part of the country’s retail journey. As you celebrate 9 years, how has Daraz Sri Lanka adapted to meet the evolving expectations of consumers, sellers, and brands, and what impact has it had on building the digital retail ecosystem?

The consumer landscape has changed enormously since the time we first entered the market. I feel fortunate to have witnessed this journey firsthand because my own growth has been deeply connected to the growth of Daraz. When I began in Key Account Management, I worked with sellers who were running very small set-ups. By joining Daraz, many of them have grown into established large-scale brands. I also remember meeting aspiring entrepreneurs who had the spirit but did not know where to start or what to sell. We were a small team back then, but we made it a point to guide them in every way we could.

Our journey has largely been accelerated by the support of Alibaba International Digital Commerce Group, which gave us access to world-class tools, systems, and learning. That knowledge allowed us to help sellers scale. Even when they scaled and reached the point where they needed their own warehouses for smoother operations, our logistics network and team stood beside them.

It feels like a full circle moment for me now, having returned to Sri Lanka after some years in other markets, and seeing many of those same sellers having grown remarkably. On the brands side, we have been proud to bring some of the country’s biggest names like Moose Clothing, Amante, Viana Cosmetics, Marvel, British Cosmetics, and we have also enabled international brands to be available on e-commerce for consumers across Sri Lanka. This journey has been as personal as it has been professional, and it gives me immense pride to see how far the ecosystem has come.

2. With trust and affordability becoming crucial, what steps has Daraz taken to make e-commerce more accessible, especially for first-time online shoppers and underserved regions?

For many Sri Lankans, especially in underserved regions, Daraz is their first real experience with e-commerce. To drive higher adoption, the journey has to be simple, safe, and affordable, and that has been our focus. We introduced features like cash-on-delivery and Daraz Wallet to build trust, while partnering with banks and running free delivery and discount campaigns to keep shopping affordable.

On accessibility, we have steadily expanded our logistics network to cover more rural areas, ensuring that customers outside Colombo enjoy the same convenience as those in urban centers. We have also invested in localized customer support and awareness initiatives to build digital confidence among first-time shoppers. To strengthen trust further, we have enhanced our return and refund policies and launched Daraz Mall as a dedicated space for verified brands, giving consumers greater peace of mind.

3. Many local entrepreneurs are turning to platforms like Daraz to stay afloat or grow. What is Daraz doing to support MSMEs in terms of onboarding, training, and helping them scale sustainably?

Micro, small, and medium enterprises are at the heart of Sri Lanka’s economy, and we see it as our responsibility to help them succeed online. Our first priority has been to make onboarding simple and affordable, so any entrepreneur can start selling on Daraz with minimal barriers and upfront investment. Once onboard, we provide training through Daraz University, which is our fully virtual free-of-cost dedicated portal that helps them understand every aspect of running their store on Daraz including consumer behaviour, managing inventory, and campaigns participation effectively.

Beyond training, we also work on giving MSMEs the ability to scale sustainably. That includes access to logistics infrastructure, payment solutions, and marketing opportunities that would otherwise be out of reach for a small business. By combining these efforts, we have not only helped entrepreneurs stay afloat during challenging times but also enabled many to grow into strong, sustainable online businesses.

4. In this ecosystem, logistics often make or break the experience. How is Daraz addressing fulfilment and last-mile delivery challenges across Sri Lanka, especially beyond urban centres?

You’re absolutely right — logistics is the backbone of e-commerce, and in Sri Lanka it often determines whether customers and sellers stay engaged. For us, the challenge has always been reaching beyond the major cities to ensure that someone in Jaffna or Anuradhapura enjoys the same experience as a shopper in Colombo

We have expanded our Daraz Express network with more regional hubs, improved route planning, and stronger partnerships with local delivery providers to extend reliable coverage into rural and semi-urban areas. Technology has also played a big role — our systems track demand patterns and optimise fulfilment to keep delivery times consistent while controlling costs.

At the same time, we continue to invest in infrastructure for faster and more transparent service, such as real-time tracking. By focusing on both reach and reliability, Daraz has been able to bridge the urban–rural divide and make e-commerce a practical choice for millions of Sri Lankans.

5. Digital payments remain a sticking point in Sri Lanka’s e-commerce journey. How is Daraz encouraging adoption of digital wallets and financial inclusion, while maintaining customer trust?

We recognize that digital payments are central to the growth of e-commerce in Sri Lanka, but adoption takes time because trust and familiarity matter deeply to customers. That’s why we have taken a two-pronged approach. First, we continue to offer cash-on-delivery to reassure new users while steadily encouraging a shift toward digital options. Second, we have invested in building Daraz Wallet and partnering with leading banks and payment providers to offer cashback, discounts, and convenience that make digital payments more attractive.

Equally important is trust. We have put strong safeguards in place to ensure payment security and built transparent refund processes so customers feel confident that their money is protected. Over time, these efforts not only drive the use of digital wallets but also expand financial inclusion, giving more Sri Lankans access to the benefits of the digital economy.

6. Large-scale shopping festivals like your signature 11.11, 12.12 and 9.9 events have become major calendar moments. How do these campaigns boost participation from both sellers and customers, and what’s the broader strategy behind them?

For several years, our mega campaigns used to be limited to 11.11 and 12.12. Over time, we observed customer demand and realised that we need to change our approach as customers are now shopping online much more, which means they need to be engaged all year round. Our campaigns have now become retail festivals that bring the entire ecosystem together. For customers, they offer excitement, variety, and real value, with exclusive deals, entertainment, and a sense of occasion that makes online shopping engaging.

For sellers and brands, these events are powerful growth engines. They provide unprecedented visibility, a surge of new customers, and the chance to test new products or scale their presence online. We support them with campaign tools, analytics, and marketing support so they can maximise the opportunity. For our 9.9 Anniversary Sale, for instance, we are offering over 20 million rupees worth of vouchers up for grabs, free delivery on thousands of items, and discounts of up to 85% across a wide range of products. Furthermore, we have eye-catching price points like Rs. 99, Rs. 999, and Rs. 9,999 to limited-time Buy1Get1 Free offers, flat 50% off top brands and Best Price Guarantee across the Electronics category.

The broader strategy is to create shared moments where sellers, brands, and consumers all benefit. By doing this consistently throughout the year, we help grow the digital economy, drive trust in online shopping, and strengthen Daraz’s role as the go-to platform for both everyday needs and milestone retail experiences in Sri Lanka.

7. Finally, as you look ahead, what does the next chapter of Daraz in Sri Lanka look like and what role will it play in building a more resilient and inclusive digital economy?

The next chapter for Daraz in Sri Lanka is about deepening our role as a partner in the country’s digital transformation. We see tremendous potential to move beyond being just a marketplace into becoming a platform that empowers every participant in the ecosystem — from consumers and small sellers to large brands and service providers.

Our focus will be on three areas: first, strengthening logistics and payment infrastructure so that access to e-commerce is truly nationwide and inclusive; second, continuing to equip entrepreneurs and MSMEs with the tools, training, and visibility they need to scale; and third, building trust by ensuring safe transactions, reliable deliveries, and consistent value.

By aligning these priorities, Daraz will not only support growth for businesses and affordability for consumers but also contribute to a more resilient, digitally enabled economy that reflects the aspirations of Sri Lanka’s future.