On the OZON platform, it is crucial for sellers to handle returns. This article will introduce two return methods: receiving returns from OZON pickup points or sorting centers and self-collection (express delivery) returns.
I. Receiving returns from OZON pickup points or sorting centers.
1. Sellers prepare the following documents to receive returns: return report (can be downloaded in the seller’s personal account: Order → FBS Return → Ticketing Point → Return Report), identity documents (sole proprietors only need a passport, company operators need a company legal entity certificate), authorization letter (if received by the principal).
2. Determine the address and business hours of the pickup point or sorting center.
3. Bring or prepare the return report, sign the acceptance certificate (write the full name, surname, first name, and patronymic), and indicate the date of receipt.
4. After receiving the goods, the return status in the seller’s personal account becomes “Received”.
II. Self-collection (express delivery) returns.
1. If the seller chooses express delivery, the courier will be responsible for the return.
2. Check the return list on the Order → FBS Return → Express Delivery page.
3. Ensure that the vehicle is unobstructed and arrives between 9:00 and 18:00.
4. Upon arrival, the courier contacts the seller via the specified contact number.
5. If the courier cannot be contacted within 30 minutes after arrival, OZON has the right to return the goods to the warehouse.
6. Present a letter of authorization with current validity and identity documents to obtain a refund.
7. The seller is responsible for unloading the vehicle, and the maximum time for unloading and paperwork is 30 minutes.
8. If the seller refuses to accept the package or unloads the goods on his own, the goods will be returned to the OZON warehouse.
9. If the seller cannot accept the returned goods, he can arrange a new appointment time with OZON.
10. If the seller does not accept the return for the second time or does not respond to the return request within 2 working days, the seller must collect the returned items from the OZON warehouse.
11. After the goods have been placed in the OZON warehouse for 20 days, they have the right to send the goods for recycling.
12. After receiving the goods, the return status in the seller’s personal account becomes “Received”.
Understanding and following the OZON return process is key to ensuring smooth order processing. Choosing the appropriate receiving method based on the return type and following the prescribed steps will help improve the seller’s service level and user experience on the OZON platform.