In-depth analysis of OZON order cancellation rate and management strategies

On the OZON platform, order cancellation rate is not only one of the key indicators to measure seller service quality and store operation health, but is also particularly important for sellers under the FBS and realFBS models. This article will comprehensively analyze the calculation standards, viewing methods and management techniques of OZON order cancellation rate to help sellers better understand and manage this key data.

OZON order cancellation rate calculation standard

Calculation standards in RealFBS Express mode

• Overtime delivery: The platform proactively cancels the order.
• Buyer refuses to wait: Cancel order.
• Reason of third-party logistics provider: No delivery.
• At buyer’s request: An order canceled by the seller on its own initiative.
• Buyer rejects delivery or incorrect delivery address: resulting in an order that cannot be delivered.
• Technical issues on the OZON platform: resulting in order cancellation, this situation will be excluded from the calculation.

Calculation standards for all modes except RealFBS Express mode

• Overtime delivery: The platform proactively cancels the order.
• Reason of third-party logistics provider: No delivery.
• At buyer’s request: An order canceled by the seller on its own initiative.
• Orders canceled by the buyer due to quality problems or incorrect colors will also be excluded from the calculation.

How to check OZON order cancellation rate

• In the background personal center menu bar, analyze the report → Report → Quality Control → View the cancellation rate.
• Backstage personal center menu bar FBS and realFBS → Rating section → View cancellation rate.
• E-mail notification: The platform will send a notification when the store cancellation rate exceeds the maximum value, causing the FBS or realFBS mode to be restricted from operation.

How to calculate OZON order cancellation rate

The calculation method of OZON order cancellation rate is based on the following four indicators:

• Quantity shipped in the past 7 days.
• Number of canceled shipments in the past 7 days.
• Total value of goods for all orders shipped.
• Cost of goods for canceled orders.

The final cancellation rate is the greater of the ratio of the number of canceled shipments to the total number of shipments and the ratio of the cost of goods in the canceled shipment to the cost of all goods shipped.

Strategies for managing order cancellation rates

In order to maintain a healthy operating status on the Ozon platform, here are some strategies to avoid excessive cancellation rates:

• Inventory Management: Ensure all products are in stock and available for delivery as per order list.
• Update inventory information in real time: Regularly check and update the product quantity information and inventory status of the warehouse.
• Handling technical problems: If the cancellation rate is too high due to technical problems on the Ozon platform or other faults not caused by the seller, seek manual support from Ozon in a timely manner and provide necessary evidence and information.

Through the above measures, sellers can effectively manage the order cancellation rate, thereby improving the store’s credibility on the OZON platform and gaining more exposure and orders.

Conclusion

On the OZON platform, effectively managing the order cancellation rate is crucial to maintaining the health of the store. By properly monitoring, calculating, and managing cancellation rates, sellers can avoid the potential risks of having too high a cancellation rate. Maintaining low cancellation rates not only helps maintain good customer relationships, but is also key to long-term success and standing out in a highly competitive e-commerce market. We hope that the content of this article can help sellers on the OZON platform better understand and master the management of order cancellation rates and ensure the smooth operation of their businesses.