# Where to find orders in my profile

The Orders → From my warehouses page contains complete information on orders from all your warehouses. You can filter orders by warehouse, service, and delivery methods.

Your customers care about the delivery time and the current status of the product. That is why you have to comply with the terms of order packaging that you set when setting up the warehouse—maximum 5 days, as well as with the terms of product shipment—no more than 9 days, and keep the terms up to date in your personal profile once the product is transferred to the delivery.

# Order packaging

You can allot a maximum of 5 days for order packaging. If the order is in the Awaiting Packaging status for longer than the terms you set when setting up the warehouse, Ozon will notify you about the delay. If the order status does not change by the end of the next business day after receiving this notification, Ozon will cancel the order.

  1. In your profile, go to the Shipments from my warehouses → Awaiting packaging page. Find the order you want to package.

  2. If you need to split an order into several shipments, click on its number, and then add a new shipment and drag the necessary products into it. Each shipment requires a separate package and a tracking number.

  3. Make sure you have the correct packaging for each shipment. You cannot change the shipment after packaging. Please check the packaging requirements with the delivery service. Ozon does not enforce any packaging requirements.

  4. Click the Package the order button.

You can also package your order by clicking on next to your shipment on the Shipments from my warehouses → Awaiting packaging tab or by using API methods.

# How to transfer an order to delivery

If your order is in the Ready for shipping status for more than 9 days, Ozon will notify you about the delay. If the order status doesn't change within by the end of the next business day after receiving the notification, or you don't update the planned shipment time by contacting our support team, Ozon will cancel your order.

# 1. Add a tracking number

A tracking number is required both for integrated and non-integrated delivery services. However, in case with non-integrated delivery services you will have to update the shipment status manually.

Tracking numbers from integrated delivery services are checked for the following parameters:

  • The tracking number has not been used previously.
  • The tracking number creation date shall not be earlier than the order creation date.
  • The tracking number is registered by the delivery service.
  • The shipment with this tracking number has not been cancelled.
  • The recipient's city is the same as the one specified by the customer.

All added tracking numbers and errors when adding them can be viewed in the Products → Update log section of the Tracking numbers tab.

If you want to edit a tracking number after the shipment has been transferred to the In Transit tab, message us. To do this, follow this link or click on the message icon at the bottom of your profile. Select Seller's delivery methodChange the tracking number.

# 2. Update the shipment status

We automatically track only the statuses of integrated delivery services, for example, CDEK, Russian Post, or Boxberry. You can find the current list of integrated services in your personal cabinet when adding a delivery method.

If you use a non-integrated delivery service (Other delivery service or by yourself option), you will need to change the status of the shipment manually.

To change the order status to In transit, you can use API or go to the Handled over to delivery tab. Next to each shipment there is an icon. Click on it. The order will be moved to the In transit tab with a On the way to the customer substatus. You can also change it by clicking on the shipment number and clicking the In transit button in the new tab.

If your warehouse is in your city, ship the products to the carrier by the end of the day you finish order packing. For example, when setting up the delivery method, you specified that you have 3 days to pack an order and you will finish it at 4:00 pm. In this case, the order should be shipped to the carrier on the third day of packaging. You can do this from after 4:00 p.m. until the end of the day - 11:59 p.m.

If your warehouse is in another city, or the carrier you are shipping orders to passes them on to a trunk carrier in another city or region, you need to set up the first mile in your shipping methods. In this case, you have 1 to 9 extra days available to ship your order for transfer to shipping.

Learn more about managing delivery methods.

# How to ship the orders

If you have not delivered the product within the deadlines that were shown to the customer at the moment of placing the order, Ozon will notify you of the violation. If you don't provide Ozon with the relevant deadline within 3 days after that notification, Ozon will cancel your order. You must reschedule your planned delivery no later than the end of the next day.
. Ozon will also cancel your order if you

  • did not provide a shipment tracking number;
  • provided an invalid, untraceable shipment tracking number;
  • sent a package at the "No Tracking" plan;
  • can't be reached for two days if we try to contact you to clarify delivery information.

There are several substatuses that the order changes during the delivery process. The shipment substatuses for integrated services differ from the substatuses for non-integrated services or self-shipment.

Substatuses for non-integrated services (Other delivery service or by yourself option):

  • On the way to the customer: the shipment has been handed over to the delivery service.
  • Courier is on the way: the shipment has been handed over to the courier.
  • Presumably delivered: the shipment has been delivered, but the customer has three days to dispute the receipt.

Substatuses for integrated delivery services:

  • If you deliver your order by courier:

    • On the way to the customer: the shipment has been handed over to the delivery service.
    • Courier is on the way: the shipment has been handed over to the courier.
    • Presumably delivered: the shipment has been delivered, but the customer has three days to dispute the receipt.
  • If you deliver your order to a pickup point:

    • On the way to the customer: the shipment has been handed over to the delivery service.
    • At the pickup point: the shipment has been delivered to the pickup point.
    • Presumably delivered: the shipment has been delivered, but the customer has three days to dispute the receipt.

# How to change shipment substatuses in my personal profile

Statuses and substatuses of your shipments can and must be changed manually only in case with non-integrated delivery services. Delivery substatuses for the integrated services are changed automatically. You cannot change them manually.

The current substatus of the shipment is shown in the Status line.

There are two ways to change the substatus of shipments:

# Via the icon

On the In transit tab, there is an icon next to each shipment. Click on it to set the necessary status. To change the status to:

  • Courier on the way - click on ,

  • Presumably delivered - click on .

# Via the shipment number

  1. In the In transit tab, click on the number of the shipment.

  2. Click the button with the substatus. To change the substatus:

    • Click Courier on the way: the substatus of the shipment will be changed to Courier on the way.
    • Click Presumably delivered: the substatus of the shipment will be changed to Presumably delivered.

# How to change shipment substatuses via API

If you use other delivery service or ship products by yourself, you can change order substatuses via API. Use the methods below to change the substatus to:

# When the order is delivered

When the order status changes to Delivered, the order will be included into the sales report. You also will receive a charge for its sale in your personal profile, and Ozon service fee will be deducted from it.

If you use integrated or non-integrated delivery services, or ship products by yourself, the customer has three days to dispute the receipt after the substatus is changed to Presumably delivered. If the customer does not decline the receipt within this time, the order will be transferred to the Delivered tab.

If the customer declines the receipt, the order will be transferred to the Disputed tab.

# How to filter orders

The list of orders can be sorted by warehouse, service and delivery method.

Click on Reset Filter to reset the filters. After resetting, all warehouses, shipping methods and services will be shown, and the Awaiting packaging tab will be updated.

# How to cancel a shipment

If you are unable to package one or more shipments from the order, cancel them. Cancelling orders and shipments will affect your quality scores.

If some products are out of stock, you do not need to cancel the entire order. Before packaging the shipment, you can remove the products you will not deliver to the customer.

Cancelling a shipment in the following status:

# How to remove a product from the shipment

If some products are out of stock, or you have found a defect in the packaging of some product, you can hand the order over for delivery without some products. To do this, when packaging the shipment, click on and select Cancel the packaging in the line with the desired product. Specify the reason for the cancellation.

# Disputed orders

The customer can decline an order receipt in case if you use integrated and non-integrated services, or self-shipping. Learn more about cancellation requests.

If the customer declines the receipt, the order will be transferred to the Disputed tab.

You can directly contact the customer to solve the issue. To do this, on the Disputed tab click the shipment number. On the shipment page, click the Contact customer button.

Ozon will consider the order information provided by both parties and change the status to Delivered or Cancelled.

# Learn more