On e-commerce platforms, order cancellation rate is an important indicator of store health, especially in a highly competitive market like Ozon. This article aims to explore the order cancellation rate metric on the Ozon platform in depth, including its definition, how to view and calculate it, and how to avoid excessive cancellation rates from adversely affecting stores.
1. Order cancellation rate on the Ozon platform.
On the Ozon platform, the order cancellation rate refers to the ratio of the number of shipments canceled in the past 7 days to the total number of shipments. In order to provide sellers with enough time to feedback and appeal, the platform does not consider the number of order cancellations from the current and previous days. If the cancellation rate reaches 20% or more, the Ozon platform may block warehouses in realFBS mode or hide products sold in FBS mode.
2. View and calculate order cancellation rate.
View order cancellation rate:
Sellers can view their order cancellation rate in the following three ways:
In the “Analysis Report → Report → Quality Control → Cancellation Rate” section of the backend personal center.
View it in “FBS and realFBS → Rating Section → Cancellation Rate”.
Learn through email notifications, especially when the store cancellation rate exceeds the maximum value and causes FBS or realFBS mode to be restricted.
Calculation method
The calculation of order cancellation rate is based on the following four indicators:
The number of shipments in the past 7 days.
The number of shipments cancelled in the past 7 days.
The total value of goods in all shipped orders.
The cost of goods in cancelled orders.
The final cancellation rate is the larger value of the ratio of the number of cancelled shipments to the total number of shipments and the ratio of the cost of goods in cancelled shipments to the cost of all shipped goods.
3. How to avoid too high cancellation rate?
In order to maintain a healthy operation status on the Ozon platform, here are some strategies to avoid too high cancellation rate:
Inventory management: Make sure all products are in stock and can be delivered according to the order list.
Real-time update of inventory information: Regularly check and update product quantity information and inventory status in the warehouse.
Handling technical issues: If the cancellation rate is too high due to technical problems on the Ozon platform or other reasons that are not the seller’s fault, seek Ozon’s manual support in a timely manner and provide necessary evidence and information.
Conclusion:
On the Ozon platform, effective management of order cancellation rates is crucial to maintaining the health of the store. By correctly monitoring, calculating and managing cancellation rates, sellers can avoid potential risks due to high cancellation rates. Maintaining a low cancellation rate not only helps maintain good customer relationships, but is also the key to long-term success and standing out in the highly competitive e-commerce market. I hope the content of this article can help sellers on the Ozon platform better understand and master the management of order cancellation rates to ensure the smooth operation of their business.