How to optimize Ozon platform service quality indicators and the impact of discount sales policies

As one of the largest e-commerce platforms in Russia, the Ozon platform not only focuses on commodity trading services, but also strictly evaluates and monitors the service quality of sellers. This article will conduct a comprehensive analysis based on Ozon’s service quality indicator calculation method and its impact on sellers’ income, helping sellers improve service quality, avoid sales restrictions, and thereby improve their credibility on the platform.

The importance of service quality indicators

Service quality indicators are Ozon’s assessment of sellers’ activities on the platform. They are a key factor in measuring the quality of interactions between sellers and buyers. These indicators help Ozon and sellers monitor the transaction process, ensure buyer satisfaction, and improve the overall user experience of the platform.

Different service quality indicators and their upper limits

Order Cancellation Indicator

This indicator considers the number of orders canceled by sellers due to their own reasons. Exceeding the 15% threshold will result in sales restrictions. Reasons for order cancellations may include inventory inaccuracies, stocking or shipping issues, severe shipping delays, etc.

Delivery delay indicator

This metric focuses on the number of packages that are not delivered on time, with exceeding a 20% threshold leading to sales restrictions.

Distribution channel error indicator

This metric involves items being delivered to buyers via the wrong carrier, with exceeding a 1% threshold resulting in sales restrictions.

How to calculate service quality indicators?

Calculation of order cancellation indicators

Calculate the ratio of cancellations caused by sellers to all goods that should be transferred for delivery in the past 14 days to get the percentage of orders canceled by sellers.

Calculation of delivery delay indicators

Calculate the ratio of the number of packages that were not delivered on time in the past five days to the number of orders on the planned ship date.

Calculation of delivery channel error indicators

According to different delivery methods, calculate the ratio of the number of incorrectly delivered packages to the total number of shipments.

The impact and management of service quality indicators

Improve the quality of goods and services

Service quality indicators can help sellers find problems in time and make improvements to improve the quality of goods and services.

Avoid sales restrictions

Keeping service quality indicators within thresholds can avoid sales restrictions due to non-compliance.

Maintain credibility and user satisfaction

High-quality service quality can increase buyers’ trust in sellers and improve user satisfaction.

Discount sales policy and its impact

On large e-commerce platforms like Ozon, product discount sales are a common promotional method designed to attract consumers and increase sales. Ozon provides a unique discount sales policy, that is, when Ozon applies its active discounts to the seller’s goods, the sales commission will be adjusted and the repayment amount will be paid to the seller to ensure that the seller’s total accrual remains unchanged.

Calculate total accrual for discounted sales

To better understand this policy, we can analyze how the total accrual in discounted sales is calculated through a concrete example.

Assume the following:

• Product price: 799.5 rubles
• Seller’s price: 1066 rubles
• Ozon discount: 266.50 rubles
• Sales commission rate: 3%

Discounts are not considered

Without discounts, the formula for calculating total accrual is:

[ text{Total Accrual} = text{Seller Price} – (text{Seller Price} * text{Sales Commission Rate}) ]

The total accrual is therefore 1,034.02 rubles.

Consider discounts

When considering the discounts offered by Ozon, the formula for calculating the total accrual is:

[ text{Total accrual} = text{Sales price} – text{Commission amount} + text{Ozon repayment amount} ]

According to the above formula, the total accrual is also 1,034.02 rubles.

The impact of discount sales on sellers

Ozon’s policy has an important impact on sellers:

• Guaranteed Revenue: The seller’s total accrual remains the same even if the item is sold at a discount.
• Improving competitiveness: Through Ozon’s discount sales, sellers’ products become more competitive in the market and attract more buyers.
• Increase sales: Discounts can often stimulate consumers’ desire to buy, thereby increasing product sales.

Conclusion

By understanding the service quality indicators of the Ozon platform and its discount sales policy, sellers can not only improve their own business levels, but also provide users with better products and services. This is crucial for sellers selling goods on Ozon, helping them make informed decisions when participating in discount activities, better understand their financial situation, and optimize sales strategies.