On the OZON platform, the order cancellation rate is a quality standard for judging the health of the store, but it only applies to ozon sellers in realFBS and FBS mode. This indicator is considered in FBO mode.
Ozon order cancellation rate
The cancellation rate refers to the number of goods canceled in the past 7 days. At the same time, the platform will not consider the number of orders canceled in the current and previous days, so that sellers can report complaints to the platform officials when they are free. Confirm that the reason for canceling the order is not the seller, but the buyer.
If the cancellation rate reaches 20% or more, the OZON platform can block the warehouse on RealFBS or hide the goods sold on FBS.
Three ways to check the OZON order cancellation rate
You can go to the back-end user center toolbar to analyze reports → report → quality management → cancellation rate query
You can go to the back-end user center toolbar FBS and realFBS → rating section → cancellation rate query
Email notification. If the store cancellation rate exceeds the maximum value, the FBS or realFBS mode will be restricted and the platform will send a notification of the relevant violation facts.
How to calculate the cancellation rate of OZON orders?
If the OZON store ships from the warehouse on OZON about 10 times during the sales period, the platform will start to recalculate the cancellation rate indicator of the order every day. (The calculation method of realFBSFBS and FBS is similar)
You can do it as follows:
Find out the four indicators of the past 7 days:
The number of deliveries in the past 7 days
The number of goods canceled in the past 7 days
The total amount of goods for all shipped orders
The cost of goods for canceled orders
Calculate the ratio of the number of goods canceled in the past 7 days to the total number of shipments
Calculate the ratio of the cost of goods canceled in the past 7 days to the cost of all shipped goods
Compare the ratio of the number of canceled goods to the total number of shipments and the ratio of the cost of canceled goods to the cost of all shipped goods, and take the maximum value.
Calculation of OZON Order Cancellation Rate Standards
For the realFBS Express model, the following indicators are considered in the calculation:
The platform actively cancels the order due to overdue delivery
The buyer refuses to wait for the cancellation order
The third-party logistics provider causes the order to not be delivered
According to the buyer’s request, the seller actively cancels the order
The order is canceled due to technical problems of the ozon platform
The order cannot be delivered because the buyer refuses to accept the goods or the delivery address is wrong
Assuming that the order is cancelled due to technical factors of the OZON platform, the platform excludes it from the calculation when calculating the indicators.
How to avoid the account being blocked due to too high cancellation rate?
Before shipping, make sure that all products are in stock and can be delivered according to the order details.
Immediately check and update the warehouse product quantity information and inventory information.
This article provides practical methods to query and reduce the cancellation rate, helping stores avoid the risk of account blocking due to too high cancellation rate. Understanding and mastering the impact of order cancellation rate on store operations will help improve sales quality and customer satisfaction.