1. OA ZNS Sending Quality
The sending quality of an OA’s ZNS is divided into three levels, each with corresponding benefits:
| Level | Bad Report Rate from Recipients | Corresponding Situation |
|---|---|---|
| High | ≤ System Standard | Allowed to increase message quantity |
| Medium | Above standard, but within allowed range | Maintain current message quantity level until quality improves. Long-term maintenance at this level may cause message quantity downgrade. |
| Low | Exceeds allowed limit | Message quantity level will decrease. Poor-quality ZNS templates will also be disabled. |
Notes:
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If an OA’s ZNS sending quality frequently stays low, besides lowering the message quantity level, Zalo may temporarily suspend ZNS services for the merchant until the merchant commits to improving notification quality.
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OA quality is determined by the bad report rate during the corresponding evaluation period. Recommended daily safe bad report rate <0.1% (based on the actual number of ZNS sent by OA per day) to avoid quality downgrade.
2. Zalo ZNS Message Quantity Levels
From March 12, 2024, newly registered Zalo OAs start with a daily ZNS message quantity of 5,000 ZNS/day. Over time, message quantity levels may increase or decrease based on sending volume and quality.
| Message Quantity Level | Allowed Message Type Labels | Description |
|---|---|---|
| 500 ZNS/day | Label 1 – Transaction Label 2 – Customer Service |
Penalty zone if OA is below default threshold |
| 2,000 ZNS/day | Starting default: 5,000 ZNS/day | Default starting point after registration |
| 10,000 ZNS/day | — | — |
| 20,000 ZNS/day | Label 1 – Transaction Label 2 – Customer Service Label 3 – After-sales (Marketing) |
Can send after-sales label messages |
| 50,000 ZNS/day | — | — |
| 100,000 ZNS/day | — | — |
| 500,000 ZNS/day | — | — |
Important: Marketing ZNS Template Mechanism
| Category | Mechanism Details | Explanation/Example |
|---|---|---|
| Monthly marketing ZNS limit per end user | Each recipient (user) can receive up to 4 marketing ZNS template messages per OA per month | User A (0123456789) can receive: - Up to 4 marketing ZNS templates from OA brand 1 - Up to 4 marketing ZNS templates from OA brand 2 - No limit for transaction and customer care label ZNS from OA1 & OA2 |
| OA monthly marketing ZNS quota | Marketing quota = 1/6 × (total successfully sent transaction & customer care ZNS in the previous two months) | Quota is adjusted on the first day of each month based on the formula. First-time after-sales ZNS increases current month marketing quota by 10,000. |
Example: OA brand 1 daily quota = 50,000
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September: successfully sent transaction & customer care ZNS = 10,000
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October: successfully sent transaction & customer care ZNS = 50,000
Marketing quota for November = 1/6 × (10,000 + 50,000) = 10,000 → max marketing ZNS for November = 10,000 templates.
3. Upgrade / Downgrade Criteria
1. Upgrade Criteria
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ZNS quality in the past 7 days = High
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Number of successfully sent messages in the last 7 days ≥ 2 × [current OA daily message limit]
Notes:
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Meeting the above conditions will increase the message quantity level by one level.
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After a change (upgrade or downgrade), another level change can only occur after 7 days.
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For OAs without prior ZNS history, quality audit is triggered starting on the day after sending the first ZNS. The first audit occurs after 7 days of waiting.
Example 1: First ZNS sending, limit changes from 5,000 → 10,000 in 9 days
| Day | 1 | 2 | 3 | Audit Wait | 8 (Audit) | 9 |
|---|---|---|---|---|---|---|
| New messages sent | 5,000 | 5,000 | 0 | 0 | 0 | 0 |
| Past 7-day total | 5,000 | 10,000 | 10,000 | 10,000 | 10,000 | 10,000 |
| Message limit | 5,000 | 5,000 | 5,000 | 5,000 | 5,000 | 10,000 |
Example 2: After first quality audit, limit changes from 10,000 → 20,000 in 8 days
| Day | 1 | 2 | 3 | Audit Wait | 7 (Audit) | 8 |
|---|---|---|---|---|---|---|
| New messages sent | 10,000 | 10,000 | 0 | 0 | 0 | 0 |
| Past 7-day total | 10,000 | 20,000 | 20,000 | 20,000 | 20,000 | 20,000 |
| Message limit | 10,000 | 10,000 | 10,000 | 10,000 | 10,000 | 20,000 |
2. Downgrade Criteria
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If ZNS quality in the last 7 days = Low, message quantity level will decrease by one level.
4. Automatic Violation Handling Mechanism
If the bad report rate suddenly increases in a short period, an automatic violation mechanism reduces the message quantity level.
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Condition: [Daily total bad reports] > 2% × [OA current daily quota]
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Result: OA daily quota decreases by 1 level (maximum once per day)
Notes:
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Runs in parallel with daily quota increase/decrease mechanism.
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Not affected by the 7-day waiting period for quota changes.
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Maximum once per day between 00:00–24:00.
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Evaluation frequency: once per hour, covering the period from the start of the day until the current time.