Ozon service quality is an important indicator for sellers to demonstrate their professionalism and responsibility on the platform. Ozon evaluates sellers’ activities on the platform by calculating seller service quality indicators and imposes sales restrictions based on the upper limit values on the table. This article will introduce the calculation method of Ozon service quality indicators and specific measures to restrict product sales, helping sellers improve service quality and enhance their reputation on the platform.
I. Ozon service quality indicator calculation method.
Ozon calculates three important service quality indicators to evaluate sellers’ performance on the platform:
1. Order cancellation rate: This is the ratio of order cancellations caused by sellers to all goods to be delivered in the past 20 days. Ozon will calculate it for sellers with a total shipment volume of more than 10 times. Sellers should avoid order cancellations due to inability to ship and expired inventory, which will reduce consumer loyalty to foreign products.
2. Late delivery rate: When calculating this indicator, Ozon will count all goods that were not delivered on time, including orders that should have been delivered in the past 20 days but were not delivered on time, orders that updated the tracking number after the specified delivery date, and orders that were cancelled after the specified delivery date. The calculation result is the proportion of goods that were not delivered on time to all goods in the past 20 days.
3. Channel error rate: This is calculated for delivery methods using FBS, rFBS and ozon partner logistics services. Ozon will count the proportion of orders that are delivered through carriers other than those selected by the buyer. In addition, the use of integrated logistics services and non-integrated logistics services and whether the logistics channel of the order is correct will also be considered.
2. How Ozon restricts the sale of goods.
Once the seller’s service quality index exceeds the upper limit in the above table, Ozon will implement sales restrictions in accordance with the provisions of the agreement. This means that the seller’s goods will not be available for purchase on Ozon, but the orders that have been placed will still need to be shipped.
When the seller’s service quality index exceeds the upper limit for the first time, Ozon will send a notification to the seller’s personal center and provide 14 days to improve the index. If there is no improvement within 14 days, Ozon will notify the seller again and implement platform access freeze measures after 3 days. The freeze period can be up to 14 days.
In order to obtain access to the platform, sellers need to improve their indicators and prove to Ozon that their service quality has improved. If the seller’s service quality index has exceeded the upper limit before, Ozon will extend the period of freezing the goods without further notification.
3. How to improve Ozon’s service quality.
In order to improve Ozon’s service quality and maintain a good seller reputation, sellers can take the following measures:
1. Timely delivery: strive to process and deliver orders on time to ensure that they are completed before the specified delivery date.
2. Provide accurate tracking numbers: Update tracking numbers in a timely manner during order processing and ensure that they match the logistics channels selected by buyers.
3. Optimize logistics channels: Choose reliable logistics partners to ensure smooth, timely and accurate delivery of goods.
4. Improve after-sales service: Provide high-quality after-sales service, solve buyers’ problems and complaints in a timely manner, and quickly handle returns and refund requests to improve buyer satisfaction.
5. Improve product quality: Ensure that the quality of the goods sold is reliable and meets consumer expectations. Choose suitable suppliers and manufacturers, and conduct strict quality control to avoid quality problems and excessive returns.
6. Provide clear product descriptions and pictures: Ensure that product descriptions are accurate, detailed and attractive to consumers. High-quality product pictures can better display the characteristics of the goods and increase consumers’ desire to buy.
7. Maintain good communication and feedback mechanisms: Maintain good communication with buyers, reply to messages and answer questions in a timely manner. You can use the platform’s messaging system, evaluation and customer service tools to establish a smooth communication and feedback mechanism to actively solve any potential problems.
8. Continuously optimize operating strategies: Regularly evaluate and optimize store operating strategies, and adjust according to data and market changes. Pay attention to the operating rules and promotion methods of the Ozon platform, understand market demand and competition, and continuously improve and innovate to improve service quality and seller reputation.
Through the above measures, sellers can improve the quality of Ozon services and increase buyer trust and satisfaction. Establishing a good seller reputation is crucial to long-term stable operation on the Ozon platform, and will also bring more sales opportunities and business growth to merchants. Therefore, sellers should always pay attention to and strive to improve the quality of Ozon services, establish a good cooperative relationship with buyers, and jointly achieve a win-win goal.