Returns


Last Updated 25 November 2021
Read 7 minutes
FBSReturn

# General refund rules

  • Customers have an opportunity to return Ozon Global products, except the products in certain categories, within 30 days, Premium users - within 60 days. Learn more about returning products from abroad.

  • Returns are carried out on request that the customer creates. Requests are displayed in your seller account, and you make decisions about them.

  • All communications between the customer and the seller, except for disputes, take place without Ozon's involvement. If the refund request is in the Dispute status, Ozon support team will contact you to clarify the details.

  • For a returnable product, regardless of its price, select one of the options to resolve the return request in your seller account:

    • Receive goods for inspection.
    • Reject.
    • Refund without return of products.
    • Offer compensation.
  • Return of products:

    • of proper quality is paid by the customer;
    • of improper quality is paid by the seller.

    Besides, the seller always pays VAT and the customs duty for the export of goods from Russia. Learn more about the customs duty and VAT amounts.

  • Ozon courier service and Ozon pickup points cannot be used for sending goods abroad.

# How it works

  1. The customer creates a request to return a product. When registering it, they have to specify the reason for the return and attach an image of the product to the request.

  2. You can find out that the customer has requested to return your product:

    • from a notification in your profile;

    • on the Orders -> Return requests -> New page;

    • from the notification to the email address under which your account is registered.

  3. You consider the request. You have 3 calendar days to make the decision. After that, the request will be automatically approved. If you do not have enough information to make a decision, you can message the customer in the chat in the return request. In this case, the request consideration period will be increased to 5 days.

Possible decisions:

# Reject the request

If you reject the request, please describe in detail the reason for rejection in the response comment. It is recommended to use Russian to communicate with customers.

If the customer does not agree with your reasoning, they have 5 calendar days to open a dispute. Ozon will review the dispute and make a decision within 3 days. Examination will include checking photographs and correspondence between you and the customer, and additional information may be required from both parties. Based on the information received, Ozon will make a decision and give an answer explaining the reasons for the decision in the request.

Possible decisions:

  • in your favor — the customer keeps the product, and you keep the money.
  • in favor of the customer — the customer returns the product to you, and you refund them the money.

# Offer partial compensation without receiving the product

More about partial compensations

# Approve the request

In this case, you can:

  • Refund the customer without receiving the return if you do not want the product back, for example, if it is damaged and cannot be restored.
  • Get the product back and then refund the buyer. The customer will send the product to you at the address you specified in the warehouse settings in the Returns method section. Warehouse address can be written only in English or Russian. If you have not specified a warehouse address for returns or wrote it incorrectly, the customer will not be able to send you a return.

The return shipment is paid by:

  • the seller if the product is flawed or damaged,
  • the buyer if the product has no defects.

Setting up a warehouse to receive returns

  1. If you approved the request, the buyer will send the product back to you and provide the tracking number via chat.

    The product can be in transit for 14 days. On the 15th day, the customer can open a dispute with the "Where is the refund" topic. If they do not open a dispute, but the product is in transit longer than 31 days, the dispute will be opened by Ozon. In this case, you will receive a notification in your personal account or by email. If you do not reply, Ozon will make a decision in favor of the customer. If at this point the package is still in transit, a decision on the dispute will be made after the package arrives.

    Possible decisions:

    • Return request approved - if you have received the product;
    • Return request rejected - if the customer has not sent the product;
    • Product in transit - if the product was found in transit.
  2. After you receive your return, confirm it by clicking on the Receive a return button.

  3. After receiving your return, you have 7 calendar days to check the quality of the product and make a decision on refunding. After 7 days, the request will be approved automatically, and the money will be returned to the customer.

    Possible decisions:

    • Refund the customer:

      • the cost of the product without compensating them for the shipping costs - if the product has no defects;
      • the cost of the product with a compensation of the shipping costs - if the product has flaws or defects.

      If you are compensating the customer for shipping costs, specify them in the Refund field and click Send. The shipping cost can not exceed 9999 rubles.

      Specify the amount of compensation for shipping the return in the corresponding column in rubles according to the payment receipt.

      The Refund field is not used for product refunds. Enter only the return shipping cost.

    • Reject the request, providing details on the reason for rejection. It is recommended to use Russian to communicate with customers.

      If the customer does not agree with your reasoning, they have 5 calendar days to open a dispute. Ozon will review the dispute and make a decision within 3 days. Examination will include checking photographs and correspondence between you and the customer, and additional information may be required from both parties. Based on the information received, Ozon will make a decision and give an answer explaining the reasons for the decision in the request.

      Possible decisions:

      • in your favor — you keep the product and the money.
      • in favor of the customer — you must give the customer a refund.

# Customs duty and VAT amounts

The seller always pays VAT and the customs duty for the export of products from Russia. Duty and VAT rates depend on the category of the returned product and the country of return:

# Return request statuses

# The request is being considered by the seller

Status Description
New request The buyer has created a new request. You should make a decision within 3 days.
Approved subject to product return You have approved the return of the product. The buyer will send it to you within 5 days.
Refunding → Money refunded You have approved a refund without returning the product, as the product is badly damaged, defective or very cheap.
Rejected by the seller You rejected the product return request, specifying a detailed reason for the rejection.
Cancelled by the buyer The buyer changed their mind about returning the product and cancelled their request.
Cancelled due to the buyer's inaction The buyer did not hand over the return to the carrier in time or changed their mind about returning the product.
A dispute is opened The buyer did not agree with your decision and opened a dispute with the involvement of Ozon.
Cancelled by Ozon Ozon considered the dispute and refused the return to the buyer, specifying the reason for this decision.
Approved subject to product return Ozon considered the dispute and approved the product return, specifying the reason for this decision.

# Return in transit

Status Description
Return in transit The buyer has sent the return to you.

# Product returned to the seller

Status Description
Received by the seller. The product is being checked You have received a return from the buyer and should make a decision on refunding within 7 days.
Refunding → Money refunded You have approved refunding for the return received.
Rejected by the seller. Product returned to the seller You refused to refund the product after checking it.
Cancelled due to buyer's inaction You asked the buyer a question, but did not get an answer. The refund has been refused.
A dispute is opened. Product returned to the seller The buyer did not agree with your decision and opened a dispute with the involvement of Ozon.
Cancelled by Ozon Ozon considered the dispute and refused to refund the buyer, specifying the reason for this decision.
Refunding → Money refunded Ozon considered the dispute and approved the refund, specifying the reason for this decision.

# Learn more about returns