Comprehensive Guide to Return Application Processing and Buyer Inquiry Management for Ozon Platform Sellers

On the Ozon platform, sellers processing return applications and answering buyer inquiries are important links in improving customer satisfaction and maintaining good sales relationships. Below are detailed steps and suggestions on how to efficiently manage return requests and buyer inquiries.

Return application processing process

1. Review return application

After receiving the return application, Ozon sellers need to review it on the “RealFBS Returns” page in the “Logistics” section. The seller needs to make a decision within 1 day. Possible options include:

• Approve: The return request is approved, and the seller can choose to refund directly if the return is not received, or refund after receiving the return.
• Partial Reimbursement: Offer a partial refund, which the buyer can choose to accept or reject.
• Reject: Explicitly reject the request.

If the seller does not make a decision within 24 hours, the application will be automatically approved and the review period can be extended to 3 days to facilitate further communication with the buyer [[1][6]].

2. Accept returns and wait for the goods to be sent back

After selecting approval, the buyer will send the item back and provide a trackable tracking number. The seller needs to confirm receipt of the return. If the return is in transit for more than 14 days or 30 days without operation, disputes may arise [[2][6]].

3. Decide on refund application

After receiving the return, the seller must check the quality of the product and decide whether to refund the product within 7 natural days. If there is no quality problem with the item, the refund does not include shipping costs. If there is a defect, you can fill in the freight amount in the compensation column [[6]].

4. Dispute Resolution

If a dispute arises, Ozon will intervene to review and decide the outcome. Possible outcomes are:

• Approval of refund request if the seller has received the item;
• Reject the application if the buyer does not return the goods;
• The goods are in transit and the status needs to be confirmed [[6][4]].

Management of buyer inquiries

1. Check and respond to buyer inquiries in a timely manner

Sellers need to regularly check the questions raised by buyers on the product page. These inquiries can be viewed on the Ozon seller backend or product information page. Responding to buyer questions in a timely manner can not only enhance product trust, but also promote purchasing decisions [[3][7]].

2. How to respond to buyer questions

After searching for the question in the seller’s personal backend, you can enter the answer directly on the question details page and click “Send”. Note that the reply content should be specific and product-related, and avoid using other links or inappropriate content [[3][7]].

3. Set question prompts

After turning on the question prompt function, sellers can learn about new inquiries more quickly, thus avoiding missing potential customers’ questions [[3][7]].

Through the above steps, Ozon sellers can effectively handle return applications and buyer inquiries, which not only helps reduce losses and improve customer satisfaction, but also helps build good goodwill. In the fierce market competition, paying attention to these details will be crucial to the successful operation of the store.