Working with the Warehouse, Orders, and Returns

Who pays the costs when returning products from Russia? #

When returning products, the seller pays VAT and customs duty on the export of products from Russia. The duty and VAT rates depend on the category of the returned product and the country of return.

Learn more about returns, duties, and VAT sizes

A customer does not agree with the return refusal. What should I do? #

If a customer does not agree with your decision to refuse a return, they can open a dispute within five calendar days. Ozon will review the dispute and make a decision within three days.

If the decision is made in the customer’s favor, you will have to return the money to the customer, and if in yours, the customer will keep the product, and you will keep the money.

Learn more about returns

To what address will the customer send a return? #

Customers request these details in a chat with the seller or in our support chat.

The customer must send the product to the warehouse that you specified when creating the warehouse in the Returns method field of the Logistics section. If you have not specified the warehouse address for the product returns, the customer will not be able to send a return.

Learn more about warehouse management

How much should I reimburse the customer for sending the return? #

Request a copy of the shipping receipt from the customer. The amount indicated in the receipt is equal to the amount of the refund for shipping.

Money for the products and shipping are refunded separately.

Learn more about returns

How do I return a product to the customer if a defect is not detected? #

In your personal account, reject the refund request. The status will change to “Rejected by the seller”. The customer will have 5 days to dispute the decision. If the dispute has not been opened within 5 days, send the product back to the customer and specify the shipment tracking number via chat.

If the customer has opened a dispute, Ozon will consider it and make a decision within 3 days.

If the decision is made in the customer’s favor, you will refund the money to the customer both for the product and for the shipping, and if in your favor, you will return the product to the customer without refunding the product and shipping costs.

Learn more about returns

When can I offer a partial compensation to the customer? #

Partial compensation is a tool for working with refunds from customers if the seller works under the rFBS scheme. Instead of paying back the full amount, offer the customer to keep the product and get back a part of the sum. For example, you can offer partial compensation when the customer receives a product with minor defects and makes a refund request.

Learn more about partial compensation

Who pays the duty when importing products to Russia? #

From April 1, 2024, when importing products to Russia, a parcel is not subject to customs duty if its value is less than 200 euros and its weight is up to 31 kg.

If the parcel exceeds the limits, the customer is obliged to pay customs duties and taxes established by law: the FCS charges a duty at the rate of 15% of the excess amount or 2 euros for each kilogram of excess, whichever is greater.

Learn more about returns


A customer purchases a product worth 250 euros, which is 50 euros over the duty-free threshold. They must pay the customs duty and customs services fee: 50 euros × 0.15 + 5 euros = 12.5 euros.

To keep your products competitive at the new duty-free threshold, you can offer a discount.

Use our calculator to estimate the discount value for products weighing up to 31 kilograms. You can also calculate the new product price taking into account the duty-free threshold, and the discount that preserves the current product price.

How to create a new delivery method? #

To create a new delivery method, go to the Logistics section in your personal account. On the necessary warehouse card, click Add in the Delivery methods from this warehouse section:

  1. Select the location of the handover to the shipping provider.
  2. Choose a delivery service.
  3. Choose the delivery method: by courier or to the pick-up point.
  4. Specify:
    • method name;
    • time before which you will pack the order;
    • pick-up point address.
  5. Save the method.

Learn more about adding a delivery method

I see that the shipment status is outdated. What should I do? #

If you set up Ozon partner delivery, your shipment status will change automatically.

How to cancel a shipment in the “In transit” status? #

Cancel the shipment in your personal account.

Learn more about cancellations

The cancellation request will be sent to the shipping provider. If the shipping provider can’t cancel the delivery, the order won’t be canceled.

How does the number of cancelled orders affect the rating? #

We calculate the overdue delivery indicator based on the number of orders canceled by you after handling them over to delivery. Overdue delivery is the percentage of shipments that were not delivered on time due to your fault within the last 7 days.

Ozon may suspend its services or terminate the contract with you if your quality indicators fall below a critical level.

Learn more about overdue delivery

Customer’s selected delivery method doesn’t suit me. What should I do? #

It is prohibited to change the delivery method selected by the customer by yourself. The shipment must be handed over to the delivery service that the customer chose when placing the order. If you cannot deliver orders with this delivery service, we recommend canceling the order and transferring the outdated delivery method to the archive.

Learn more about managing delivery methods

How to update the shipment tracking number in your personal account? #

If you’ve chosen Ozon partner delivery, you can’t change the tracking number.

The courier could not contact the customer. What should I do? #

The courier service makes several attempts to deliver the order. The number of attempts depends on the selected delivery service.

If delivery to the customer was not possible, the product will be held for pickup at the delivery service.

How do I find out the current status of the return? #

Make sure the customer has sent a return. The current return status is displayed in the return request card:

  • If the request status is “Canceled by the customer” or “Canceled due to customer’s inaction”, this means that the customer haven’t transfer the return to the delivery service.
  • If the request status is “Return in transit”, then the product is being delivered. Ask the buyer for the shipment tracking number and check the latest details on the selected delivery service website.

Learn more about return requests' statuses

Why was the order canceled? #

If you didn’t cancel the order, it could have been canceled by the customer, the delivery service, or Ozon.

If the customer or the delivery service wants to cancel the order, you will receive a cancellation request. You can approve or reject it within three days. If you do not do this, the request will be approved automatically. The order will be canceled, and the money will be returned to the customer.

If you provide services of poor quality, Ozon can cancel you orders

Learn more about order cancellation by customers

I fail to pack my order in the given timeframe. What should I do? #

You can set the order packaging time in the warehouse settings. Its value shouldn’t exceed 5 days. If the order is in the “Awaiting packaging” status longer than the time period you set when setting up the warehouse, Ozon will notify you if it’s exceeded. If the order status doesn’t change within 11 days of this notification, Ozon will cancel the order.

Learn more about managing orders

The customer did not pick up the product from the delivery service. What should I do? #

Try contacting the customer yourself. Go to the Orders section and open the shipment card. Go to the chat with the customer and notify them that the order is ready to be collected.

What does “Presumably delivered” status mean? #

The order is physically delivered, but the customer has 15 minutes' time to dispute receiving it.

If the customer doesn’t dispute receiving the order within this time, the order will automatically go to “Delivered” status.

Some items from the order are out of stock. What should I do? #

If some items from the order are out of stock, you don’t have to cancel the entire order. Before the shipment is packed, you can remove products that you will not deliver to the customer from it. In the product row, click on the three dots icon and select Cancel the assembly of the product. Specify the reason for cancellation.

How to remove a product from the shipment

An error occurs when updating stocks. What should I do? #

Take a look at the list of typical stock update errors. If you don’t manage to find the cause of the error yourself, please contact our support team via chat or email to