On the OZON platform, the order cancellation rate is a quality indicator for determining the health of a store, especially for OZON sellers in the FBS and realFBS modes. For the FBO model, this indicator is not taken into account. This article will deeply analyze the importance of OZON’s order cancellation rate, how to calculate it, and how to effectively manage it, so that sellers can understand the operating mechanism behind this key data.
The Importance of OZON’s Order Cancellation Rate
The cancellation rate refers to the number of shipments canceled in the past 7 days. The platform does not consider the number of order cancellations on the current and previous days to ensure that sellers have enough time to complain to the platform officials to prove that the reason for the cancellation of the order is not the seller, but the buyer. If the cancellation rate reaches 20% or higher, the OZON platform can block warehouses on realFBS or hide products sold on FBS. Therefore, the order cancellation rate has become a key quality indicator for determining the health of a store.
3 ways to check OZON order cancellation rate
Backstage personal center menu bar analysis report → report → quality control → check cancellation rate
Backstage personal center menu bar FBS and realFBS → rating section → check cancellation rate
Email notification: The platform will send a notification when the store cancellation rate exceeds the maximum value, resulting in the FBS or realFBS mode being restricted.
How to calculate OZON order cancellation rate?
OZON order cancellation rate is calculated as follows:
Find four indicators in the past 7 days: the number of shipments, the number of cancelled shipments, the total value of goods for all shipped orders, and the cost of goods for cancelled orders.
Calculate the ratio of the number of cancelled shipments to the total number of shipments in the past 7 days.
Calculate the ratio of the cost of goods in cancelled shipments to the cost of all shipped goods in the past 7 days.
Compare the ratio of the number of cancelled shipments to the total number of shipments with the ratio of the cost of goods in cancelled shipments to the cost of all shipped goods, and take the maximum value.
Understanding the calculation method of order cancellation rate is of guiding significance for sellers to adjust their operation strategies and optimize service quality. By effectively managing the order cancellation rate, sellers can improve the health of their stores on the OZON platform and lay the foundation for long-term stable operations.