How to correctly handle returns on the OZON platform

On the OZON platform, it is crucial for sellers to handle returns. This article will introduce in detail the two return methods: the process and key points of receiving returns from OZON pickup points or sorting centers and self-pickup (express delivery) returns.

1. Receive returns from OZON pickup point or sorting center

1. Sellers need to 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 document (self-employed only need passport, company operators need Certificate of legal entity of the company), power of attorney (if received by the principal).
2. Determine the pickup point or sortation center address and hours of operation.
3. Bring or prepare the return report, sign the acceptance certificate (name in full last name, first name, father’s name), and indicate the date of receipt.
4. After receiving the goods, the return status in the seller’s personal account changes to “Received”.

2. Self-pickup (express delivery) returns

1. If the seller chooses express delivery, the courier will be responsible for the return.
2. View the return list on the Order → FBS Returns → Express Delivery page.
3. Ensure smooth traffic flow and vehicles arriving between 9:00 and 18:00.
4. Upon arrival, the courier contacts the seller via the designated 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 your authorization letter with current validity date and ID to receive a refund.
7. Seller is responsible for unloading of vehicle, unloading and paperwork for a maximum of 30 minutes.
8. If the seller refuses to accept the package or unloads the goods himself, the goods will be returned to the OZON warehouse.
9. If the seller cannot accept the returned goods, he can agree with OZON to make a new appointment.
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, OZON has the right to send the goods for recycling.
12. After receiving the goods, the return status in the seller’s personal account changes to “Received”.

Understanding and following the OZON returns process is key to ensuring smooth order processing. Choosing the appropriate receiving method according to the return type and following the prescribed steps will help improve the seller’s service level and user experience on the OZON platform.