Detailed explanation of Ozon platform return policy: process, fees and management strategies

On the Ozon platform, returns management is a complex but crucial link, which aims to ensure customer satisfaction while also providing merchants with a detailed set of procedures and fee instructions. This article will comprehensively introduce Ozon’s return policy, including return process, cost responsibilities, return status management, etc.

Who bears the return costs?

When goods are returned from Russia, the cost is generally borne by the merchant. This includes VAT and export duties, the exact amount of which depends on the category of goods and the relevant regulations of the country of destination.

Return application process

Return requests have multiple statuses, reflecting the different stages of a return. For example, “generated” means that the buyer has created a new return request, and the seller needs to make a decision within one day; “approved” means that the seller agrees to the return, and the buyer should send the product back within seven days. If the seller refuses to return the product, the buyer has the right to file a dispute within five days.

Handle the situation where the courier cannot contact the buyer

In some cases, the courier may be unable to contact the buyer, resulting in the failure to deliver the item. At this time, the express company will try to deliver the goods several times. If it is really unable to deliver the goods to the buyer, the logistics company will reserve the goods for the buyer to pick up.

Management of returned goods

Managing returned merchandise involves multiple steps. Once returned items arrive, sellers should process them as quickly as possible to reduce processing time. In addition, sellers also need to pay attention to product status updates to ensure accurate product information.

Application of partial compensation

The Ozon platform allows sellers to propose partial compensation to buyers under certain conditions. This helps reduce returns due to minor issues and also reduces shipping costs. Sellers can choose to apply for a return and provide partial compensation suggestions through the logistics module of the personal center.

Return period and conditions

Different types of goods have different return periods. For example, food and animal feed can be returned within one day of purchase due to quality problems. Digital items can be returned within three days of purchase. Most items can be returned within seven days as long as the item is in its original condition, shows no signs of use, and is well packaged.

Return status management

In order to manage return orders, sellers need to know the current return status. The current return status is displayed in the return application column, and sellers can take different measures according to different statuses. For example, if the application status is “Cancelled by the buyer” or “Cancelled due to no further action by the buyer,” it means that the buyer has not delivered the goods that need to be returned to the logistics company.

Return report field analysis

In the Ozon returns report, there are several key fields that can help sellers better manage returned items. For example, “Returned item ID” is the unique identifier of the returned item, which helps to track and manage different returned items; “Shipment ID” is the package identifier in the Ozon system, which is used to identify the relationship between the package and the item; “Status ” reflects the processing stage of each returned item.

Conclusion

The return policy of the Ozon platform is designed to protect the rights and interests of consumers, while also providing clear processing procedures for merchants. By understanding relevant policies and regulations, sellers can maintain a good reputation and build a trustworthy brand image. At the same time, a reasonable returns management strategy can not only improve customer satisfaction, but also help merchants reduce costs and improve business efficiency.

Through the above content, we can see that the Ozon platform has detailed regulations on return policies, aiming to help sellers and buyers better understand and handle return issues, thereby improving the overall shopping experience on the platform.