In order to avoid being blocked due to cancellation percentage, OZON sellers should improve service quality and reduce customer complaints. To calculate Ozon’s service quality standards, product quality, customer satisfaction and delivery time are taken into account. Establish KPIs to measure performance. This article will describe how to calculate service quality indicators.
First, cancellations
This is the proportion of cancellations caused by merchants and all goods that need to be transferred to the shipping point in the past 14 days. Parcels on the same day are not included in the indicator calculation. If your indicator exceeds the threshold, you will be notified of the following in your personal center:
All cancellations are made through the merchant’s personal homepage.
Ozon cancels orders due to violation of the 10-day delivery deadline requirement.
Second, late shipment
When calculating the indicator, the orders that were not delivered to the buyer on time in the past seven days (excluding the current day and the previous day) are counted. For example:
Orders that were not transferred for shipment before the calculation indicator date;
Orders that have been transferred for shipment, but the tracking number update is received after the specified transfer shipment date;
Orders that were cancelled after the specified transfer shipment date.
Divide the number of these packages by the number of orders with a scheduled delivery date during this calculation period.
3. Channel Error
Sellers calculate this indicator based on the buyer’s delivery method (integrated and non-integrated logistics services). Channel errors affect the stability of the platform and the internal order management system, and if they fail, the order may be cancelled due to the merchant’s fault.
Integrated Logistics Service
In this case, we consider that the goods are transferred to the wrong shipper (different from the one selected by the customer when placing the order). If the buyer has selected CDEK door-to-door delivery and the goods are delivered to the delivery point by DPD, then the goods belong to the channel error type. The order needs to be delivered to the buyer by the method and shipper selected by the buyer when placing the order.
Non-integrated Logistics Service
In this case, it is wrong to deliver the goods to the pickup point. When choosing a non-integrated logistics service, the order is delivered by courier because the buyer enters his address and waits for door-to-door transportation.
Ozon Partner Logistics Service
In the partner logistics method, the tracking number Ozon generates and prohibits the platform from changing it. It is forbidden to use Ozon delivery methods other than partners, and the order will be cancelled.
In order to calculate whether this indicator is normal, you can use the number of shipments of “channel errors” ÷ the total number of shipments. And the orders must be delivered within the past 14 days.
For example, the merchant delivers 50 parcels to the delivery point, but the merchant uses a non-integrated logistics model. The total number of shipments in the last 14 days should be 200, so this mark is 50 / 200 = 25%. The result is much higher than the 1% upper limit, so the merchant’s product sales will be suspended after 14 days.
You can understand the calculation method of these indicators through this article to help improve service quality, reduce customer complaints, and avoid the risk of blocking.