How to check OZON order cancellation rate and stocking delivery, optimize order management and improve customer satisfaction
The importance and query method of OZON order cancellation rate
On the OZON platform, the order cancellation rate is an important quality standard for judging store health. It is mainly applicable to sellers under the realFBS and FBS models, but not under the FBO model. The cancellation rate refers to the number of goods canceled in the past 7 days. The platform will not consider the number of orders canceled currently and the previous day, and will give sellers an opportunity to appeal. If the revocation rate reaches 20% or higher, the OZON platform may block the realFBS warehouse or hide FBS sales products.
How to query the revocation rate
- In the backend user center toolbar, go to “Analysis Report” → “Report” → “Quality Management” → “Cancellation Rate Query”
- Go to “FBS” or “realFBS” on the backend user center toolbar → “Rating Section” → “Cancellation Rate Query”
- Email notification. If the store cancellation rate exceeds the maximum value, the FBS or realFBS mode will be restricted, and the platform will send notifications of relevant violation facts.
Cancellation rate calculation method
The calculation of the cancellation rate is based on four indicators in the past 7 days: quantity shipped, quantity canceled, total goods amount of shipped orders, and cost of goods for canceled orders. Calculate the ratio of the number of canceled goods to the total number of shipments in the past 7 days, and the ratio of the cost of canceled goods to the cost of all shipped goods, and take the maximum of the two as the cancellation rate.
Order preparation and delivery
Stock preparation steps
Confirming order stocking on Ozon is a simple process:
- Go to the “Shippings” tab: After logging into the seller’s Ozon seller account, go to the “Shippings” tab.
- Select the “To Be Stocked” filter: Click the “To Be Stocked” filter to view all orders that need to be stocked.
- Click “Stock Shipment” or scroll to the desired order to confirm stocking.
- The order status changes to “Awaiting Shipment” and the customer is notified that the order has been accepted.
Delivery order
On Ozon, orders have a specific delivery deadline. If delivery is not delivered within the time specified in the order, Ozon will notify the seller that the deadline has been missed. To ensure on-time delivery, please note the following points:
- Provide accurate tracking information.
- Maintain good communication.
- During the logistics process, the order status will display multiple additional statuses, which help buyers clearly understand the status of the order.
Split order
Sometimes, one package cannot accommodate all the items, and the order needs to be split into multiple shipments. This can be done by going to the Shipments tab, selecting the order you want to split, and then allocating the items in the order into different shipments.
Conclusion
Understanding and mastering the impact of order cancellation rates on store operations will help improve sales quality and customer satisfaction. By following the above steps and confirming order availability in a timely manner, sellers can ensure that orders are processed smoothly on Ozon and customers receive their products in the shortest possible time. At the same time, properly setting and managing order preparation time can increase customer satisfaction, reduce return rates, improve logistics efficiency, and improve business operations.