Order Management

Table of Contents

View orders in the personal account #

The Logistics or FBS section contains complete information on orders from all your warehouses. You can filter orders by warehouse, service, and delivery methods.

Filter orders #

You can filter the list of orders by warehouse, service, and delivery method.

To remove unnecessary filter, click .

To set up order list, click and select the necessary filters. To keep only required filters, click Hide all optional.

Prepare orders #

  1. In your personal account, in the Logistics → Awaiting packaging or FBS → Awaiting packaging section, click the number of the order you want to package.

    If you want to divide the shipment into several, drag the necessary products to the New shipment block.

    You can split the order only at the packaging stage. Once you click Assemble, you won’t be able to divide it into several shipments.

    Each shipment requires a separate package and tracking number.

  2. Make sure you have the correct packaging for each shipment. You can’t change the shipment once it’s packaged. Check the packaging requirements with the delivery service. Ozon doesn’t enforce any packaging requirements.

  3. Click Assemble.

You can also package an order using the Orders from my warehouses → Awaiting packaging tab. To do this, click Pack next to your shipment or use API methods. Once you’ve packed the order, its status will change to “Awaiting shipment”.

We recommend filming the entire process of packaging and packing shipments on video in good light. This will help if the customer has any questions or claims about the order.

If the customer notifies support service of a missing product in the order, we’ll deduct the missing position cost from you and transfer it to the customer.

You can dispute this decision within 30 days. Send a request to support service:

  1. In your personal account, click in the lower right corner and select Create a request.
  2. Select FinanceNon-attachment: Dispute withholding topic.
  3. Attach the video of the packaging and click Send.

Learn more about video fixation of order packaging

Hand over an order to delivery #

Package the order in time that you specified when setting up the warehouse. If the order arrives before the specified shipping time, complete the shipment by the end of the last day of packing. If the order is received after the specified shipping time, complete the shipment no later than the day after the end of packing.

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’ll have to update the shipment status manually. If you don’t specify a shipment tracking number, you won’t be able to change the order status to “In transit”.

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

  • the tracking number hasn’t 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.

You can view all added tracking numbers and errors when adding them in the Products and prices → Import history 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. Select “realFBS. Delivery by third-party services from their warehouse” topic and “Orders” subtopic.

Update the shipment status #

We automatically track statuses for shipments sent via integrated services and Ozon partner delivery.

Learn more about Ozon partner delivery

If you use a non-integrated delivery service—Other delivery service or by yourself option—you’ll need to change the shipment status manually.

You can change the order status to In transit in several ways:

  • Via API.
  • Via Awaiting shipment tab if you don’t have the first mile set up.
  • Via Handed over for delivery tab if you have the first mile set up: click In transit opposite the shipment. The order will be moved to the In transit tab with the Accepted for delivery substatus. Or click the shipment number → In transit in the new tab.

Deliver order #

If you haven’t 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 date no later than the end of the next day.

If shipment is delayed for more than 20 calendar days, Ozon may cancel it at the customer’s request without further approval.

Ozon will also cancel your order, if you:

  • didn’t provide a shipment tracking number,
  • provided an invalid, untraceable shipment tracking number,
  • sent a package by the “No tracking” plan,
  • can’t be reached for two days if we try to contact you to clarify delivery information.

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

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

  • Accepted for delivery: the shipment has been handed over to 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.

Sub-statuses for integrated delivery services:

  • If you deliver your order by courier:

    • Accepted for delivery: the shipment has been handed over to 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 pick-up point:

    • Accepted for delivery: the shipment has been handed over to delivery service.
    • At the pick-up point: the shipment has been handed over to the pick-up point.
    • Presumably delivered: the shipment has been delivered, but the customer has three days to dispute the receipt.

Change shipment sub-statuses in the personal account #

Statuses and sub-statuses of your shipments can and must be changed manually only in case with non-integrated delivery services. Delivery sub-statuses for the integrated services are changed automatically.

You can view the current shipment sub-status in the Orders section on the In transit tab in the Status column. You can change the shipment sub-status in the following ways:

Change shipment sub-statuses via API #

If you use other delivery service or ship products by yourself, you can change order sub-statuses via API. Use the methods below to change the sub-status 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.

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 metrics.

If some products are out of stock, you don’t need to cancel the entire order. Before packaging the shipment, you can remove the products you won’t deliver to the customer.

To cancel a shipment in the following statuses:

Remove product from the shipment #

If some products are out of stock, or you’ve found a defect in the packaging of some product, you can transfer the order to delivery without some products. To do this, when packaging the shipment, click and select Cancel packaging in the line with the necessary product. Specify cancellation reason.

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 problem: on the Disputed tab, click the shipment number. On the shipment page, click Contact customer.

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

Why the order collection button is inactive #

To receive orders from abroad, a customer should provide passport data to pass to the customs service. Ozon collects and passes passport data to the customs service on its own.

The order collection button may be inactive if the customer hasn’t yet provided passport information. This should be done in 24 hours after the order creation. If the customer doesn’t provide passport data, the order will be automatically canceled after 24 hours.

Video #

How to send my first order #

Learn more #