As the number of sellers on the Ozon e-commerce platform continues to grow, in order to ensure that sellers can comply with high quality standards, the Ozon platform has officially developed a rating system for stores and requires sellers to pay attention to store indicators and take corresponding measures.
1. Indicators for evaluating service quality on the Ozon e-commerce platform.
The requirements for quality indicators vary depending on the shipping methods of different sellers.
If the quality indicators drop, the Ozon platform will notify the seller by email and issue a warning. If the data does not improve, the Ozon platform can limit the store’s delivery method.
2. Indicators and advantages of high-quality stores.
The Ozon platform will invite stores that demonstrate high-quality service to join the premium program, but they must meet the following requirements:
The product price index is not higher than 1.07.
The average product rating is not less than 4.5.
The percentage of orders completed on time (for FBS and realFBS) is at least 96%.
Stores participating in the program will receive additional advantages:
1. Add the “Premium Seller” logo: the number of points for purchasing goods with preferential prices and high-quality services will be displayed next to the store name.
2. The OZON platform will increase the display of the store’s products in search results and catalogs by 5%, and provide an incremental coefficient in the ranking formula.
3. The OZON platform will help buyers find the store’s products using separate search filters and display them in collections (for example, “Premium Seller recommended products”).
4. For the FBO program, the warehouse placement limit (in liters) is reduced by 20%.
5. The official customer service of the OZON platform will give priority to the problems of sellers participating in the FBS program.
6. A special support hotline is opened for sellers.
3. Indicators and restrictions for low-quality stores.
The following are the restrictions set by the Ozon e-commerce platform for low-quality store indicators:
The cancellation rate does not exceed 2%.
The overdue shipment does not exceed 5%.
Late delivery does not exceed 5%.
Ozon’s treatment of low-quality index stores depends on the delivery method: if using Ozon Rocket, Ozon will hide the goods; if using a third-party carrier or self-delivery, Ozon will officially disable the delivery method.
If the store’s quality indicators do not meet the standards, Ozon will implement the following treatment plan:
Fourth, for FBS and realFBS treatment standards.
1. Warning: At the first violation, Ozon will notify you by email or in your personal account and remind you about the risk of being banned. Within 7 days after this warning, the store needs to optimize the indicators.
2. Restricted delivery: If the indicators are not optimized within the warning period, Ozon will restrict the delivery method for 3 days. Check the indicators again on the 4th day. If the indicators are still in violation, Ozon will continue to restrict shipments until the indicators return to normal.
3. Multiple violations: Ozon will immediately ban shipments within 24 hours.
V. Processing standards for realFBS Express.
1. Warning: Ozon platform will notify you by email or in your personal account and remind you about the risk of being restricted. Within 7 days after this warning, the store needs to adjust its processes.
2. Restricted delivery: If the indicators are not optimized within the warning period, Ozon platform will restrict the delivery method for 3 days, but if the indicators return to normal, Ozon platform will restore the delivery function in advance.
3. Multiple violations: Ozon platform will immediately restrict the delivery method for 3 days.
Restricting the sale of products will not affect the orders that the store has accepted, and these orders will be shipped on time. Product sales will only be resumed if there are no cancellations and delays.
V. Appeal mechanism.
If you disagree with the restriction on the sale of products, the seller can appeal by sending an email to the official customer service of the Ozon platform:
Regarding the FBS and realFBS processing standards, you can choose the “Block sales and delivery” topic.
Regarding the realFBS Express processing criteria, you can select the “Block sales and delivery” topic.
If the restriction on the sale of products is due to the “delayed shipment” indicator, the seller needs to submit the acceptance certificate of the last 7 days in the application, excluding the current and previous acceptance certificates. The Ozon platform auditor will confirm whether the goods are delivered on time.
Six, how to get rid of the penalty of quality indicators.
If the store is restricted from selling products or shipping methods due to quality indicators, the seller still needs to fulfill the accepted orders and complete them on time. At the next inspection, the store’s indicators will return to normal and the restrictions will be lifted, otherwise the restrictions will continue to take effect.
By complying with the store indicator requirements of the Ozon platform, sellers can gain more opportunities and advantages, increase the exposure and sales of the store, and establish a good cooperative relationship with the Ozon platform. During the operation process, maintaining active communication and cooperation, timely adjusting operation strategies and optimizing store indicators will help sellers succeed under the Ozon system.