Return management is a crucial task on the Ozon platform, which involves processing returned items that have been signed for, ready for signing for, or returned to the buyer. This article will take a deep dive into the key fields in the Ozon return report and provide optimization strategies to improve customer satisfaction and increase business efficiency.
In the Ozon return report, you will see the following key fields:
Returned item ID: This is a unique identifier for the returned item, which helps to track and manage different returned items.
Shipment ID: The Shipment ID is a package identifier in the Ozon system, which is associated with each returned item and is used to identify the relationship between the package and the item.
Status: The return status reflects the processing stage of each returned item. Some common return statuses include:
Received from the buyer: The buyer has returned the item, perhaps because the item did not meet their expectations or needs.
Ready to pickup: The returned item has been delivered to the pickup point and is waiting to be picked up.
Received: The returned item has been delivered to you and is ready for further processing.
Product ID: This is the item code that helps to uniquely identify and identify the item in the system.
Ozon ID: Ozon ID is the item identifier in the Ozon system, which is used to track and manage the item.
Reason for return: This field contains the reason why the buyer chose to return the item, or why the buyer rejected the item. Understanding the reason for the return can help improve products and services.
Placement cost: This is the fee incurred for storing the returned item at the pickup point, which usually starts to be charged after a certain storage period.
Changed to Ready for pickup: This refers to the start date from which the returned item is stored at the pickup point, indicating when the returned item is ready for pickup.
Last day of free placement: This refers to the last day on which the returned item can be stored at the pickup point free of charge, and from the next day onwards, the storage service will start to be charged.
Date returned to merchant: This is the date when the merchandise was delivered to you, marking the return of the returned merchandise to the inventory.
Location: This field contains the name of the pickup point where the returned merchandise was located, which helps to identify the location of the pickup.
Package opened: This field will show “yes” if the buyer has opened the package before returning the merchandise, which may affect the return policy.
Referral fee percentage: This is the commission rate for the sale of the merchandise calculated as a percentage, which is fixed when the buyer places the order.
Referral fee (RUB): This is the amount of Ozon’s sales commission calculated on the price of the merchandise, in rubles.
Price w/o referral fee (RUB): This is the price of the merchandise minus the commission, i.e. the price of the merchandise excluding the commission.
To improve the efficiency and customer satisfaction of Ozon’s return management, the following strategies can be adopted:
1. Process returns in a timely manner: Once the returned merchandise arrives in the inventory, it should be processed as soon as possible to reduce the processing time.
2. Clear return policy: Establish a clear and explicit return policy so that buyers understand how to make a return and are aware of the possible costs.
3. Proactive communication: Actively communicate with buyers to understand their reasons for return and provide solutions to improve customer experience.
4. Carefully inspect the goods: When receiving the returned goods, carefully inspect them to ensure the integrity and condition of the goods.
5. Optimize inventory management: Update inventory in a timely manner to ensure that there are enough goods available for resale.
6. Provide high-quality customer service: Respond to buyers’ inquiries and concerns, resolve issues, and ensure that they are satisfied with the return processing process.
7. Analyze return data: Regularly analyze return data to understand the reasons for returns and take measures to reduce the return rate.
By implementing these strategies, you will be able to better manage returns on the Ozon platform, improve customer satisfaction, and maintain healthy business relationships. Optimizing return management will not only help improve customer trust, but also help reduce costs and improve business efficiency.