On the OZON platform, the order cancellation rate is one of the key indicators to measure the service quality of sellers and the health of store operations. In order to better understand the calculation criteria of OZON’s order cancellation rate, this article will deeply interpret the calculation details under the realFBS Express mode and other modes, as well as the situations excluded in the calculation, aiming to provide sellers with more comprehensive and accurate information to help them effectively manage the order cancellation rate.
Overview of OZON’s order cancellation rate calculation criteria:
When calculating the order cancellation rate, the OZON platform takes different considerations according to the mode it is in, mainly divided into realFBS Express mode and other modes.
1. Calculation criteria for realFBS Express mode.
Under realFBS Express mode, the calculation of order cancellation rate includes the following indicators:
Orders canceled by the platform due to overdue delivery
Orders canceled by the buyer due to refusal to wait
Orders not delivered due to third-party logistics providers
Orders canceled by the seller at the request of the buyer
Orders that cannot be delivered due to buyer’s refusal to accept delivery or incorrect delivery address
When calculating, if an order is canceled due to technical problems of the OZON platform, the platform will exclude these situations from the calculation.
2. Calculation standards for all modes except realFBS Express mode.
For all modes except realFBS Express, the order cancellation rate calculation includes the following indicators:
Orders canceled by the platform due to overdue delivery
No delivery due to third-party logistics providers
Orders canceled by the seller at the request of the buyer
When calculating, the platform will exclude the following situations:
Orders canceled by buyers due to quality issues or wrong colors
Orders canceled due to technical issues on the OZON platform
Key factors to protect sellers
A deeper understanding of the calculation criteria for OZON’s order cancellation rate will help sellers better understand their store’s performance on the platform and take corresponding strategies to manage it. By ensuring that the order cancellation rate is within a controllable range, sellers can improve their store’s reputation on the OZON platform and gain more exposure and orders. At the same time, the platform takes various factors into consideration when calculating the order cancellation rate, protects the rights and interests of sellers in specific situations, and ensures a fair and just evaluation method.