For sellers on the Ozon platform, if the seller does not want to pay for the return shipping fee, or the product value is low, the seller can propose to refund part of the amount or the full amount to reduce some losses.
Of course, the seller also has the right to request inspection upon receipt or reject the buyer’s application and withdraw the order in the form of a complaint.
This article is a brief introduction to the return of Russian OZON buyers:
I. Return period and standards for Russian buyers
1. Products that cannot be returned
The following products are generally not allowed or will not be returned by cross-border sellers:
(1) Qualified food and animal feed. If the product quality is not up to standard, it can be returned within 1 day after purchase.
(2) Qualified digital products. If the product quality is not up to standard, it can be returned within 3 days of purchase.
(3) Personalized products.
Return within 2 or 3 days
If the buyer thinks there is a problem with the order, any product can be returned or exchanged, such as the wrong product, specification or color sent; the shelf life has expired or it was damaged during transportation.
3. Return within 7 days
Buyers can return and exchange both conforming and non-conforming products.
4. Return within 30 days
Buyers with Premium subscriptions can return and exchange products with a 30-day return period within 60 days.
(1) Products can be returned within 30 days: the product conforms to the standard, but the buyer does not like it or the size is not suitable, or the buyer ordered multiple options; the product is not of satisfactory quality – after receiving a replica, the product cannot be used or is obviously damaged.
(2) Conforming products can be returned and exchanged within 7 days, and non-conforming products can be returned and exchanged within 30 days:
(3) Within the warranty period
If the product has a warranty period, it can be returned within 30 days. If the seller requires this, some products can be returned within a year or more. Buyers can find out the return period on the product card.
Buyers should provide original documents issued by an authorized service center or expert to confirm that the product has a manufacturing defect and provide the original warranty certificate if there is a warranty certificate. If the product is technically complex, you should confirm whether there are defects in the documents.
During the warranty period, the buyer can repair the product at the service center.
Of course, the seller can also return qualified products, that is, products without quality problems, but the following must be done: keep the product in its original packaging; no signs of use; the original packaging is not damaged; the program is not installed or activated when purchasing the electronic product; the consumer characteristics are not expired; the buyer returns the full set of products.
II. Refund Application Notice
OZON buyers need to submit a refund application, indicate the reason for the refund, and attach a picture of the product. These applications will be displayed in the User Center, and the seller can make a decision. The seller can view it in the notification in the User Center.
Browse Logistics → RealFBS Refund → New Application or FBS → RealFBS Refund → New Application;
Check the emails received in the registered account’s common mailbox.
III. Approval Application
Step 1: Please make a decision on the application
If you have three days to make a decision. Possible decisions are: allow; offer partial compensation; refuse
In this case, you can:
Refund the money to the buyer if you do not want to receive the goods if the return is not received.
After receiving and checking the return, refund the money to the buyer. The buyer will send the goods to the warehouse address specified by the seller in the return method configuration. If you do not specify the return warehouse address or the address is wrong, the buyer will not be able to return the goods.
If the value of the product is equal to or exceeds 1500 rubles, you can receive unqualified products for inspection. You can receive qualified products at any price.
When returning compliant goods, the buyer pays for shipping; unqualified products are paid by the seller. The seller is always responsible for the payment of VAT and customs duties on the export of Russian products.
If no decision is made within 3 days, the request will be automatically approved. If you do not have enough information to make a decision, you can send a message to the buyer in the request chat. In this case, the request verification period will be extended to 5 days.
Step 2: Please wait for the return
If you agree to the return application, the return will be sent to the buyer through the chat, and the traceable logistics order number will be pushed. After receiving the goods, please click to confirm the return received.
If the time for the product sent by the buyer to pass through the route exceeds:
14 days, the buyer can open a dispute on the topic of “Where is the return”. 30 days-If the buyer does not take action, the Ozon platform will handle it.
When a dispute is initiated, the seller will receive a notification or email notification in the user center. If the seller does not answer the dispute, ozon will make a decision in favor of the buyer. If the courier is still on the way, the decision will be made after the courier arrives.
Possible results of resolving disputes:
Refund application approved-if the product will be received;
Refund application rejected-if the buyer has not sent the product;
Product on the way-assuming the product is on the way.
Step 3: Decide on a refund application
After receiving the return, it will take 7 working days to check the product quality and decide whether to refund. Possible options include: refund; rejection of the application; the product cost can be refunded to the buyer:
If the product is not defective, the refund does not include shipping costs.
If the product is defective or has quality problems, please fill in the shipping limit in the compensation column and click Send.
The shipping compensation fee shall not exceed 50,000 rubles.
If the seller does not make a decision within 7 days, the application will be automatically approved and the refund will be returned to the buyer.
This article introduces how the OZON platform handles buyers’ return applications, including the return period, product requirements, and return shipping payment, and provides some suggestions on how to protect sellers’ rights and reduce losses. It is very important for sellers to understand these regulations to ensure that their own interests are not harmed.