Order Management

Table of Content

Where to find orders in my profile #

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

Order packaging #

You can allot a maximum of 5 days for order packaging. If you have the first mile set up, you can allow up to 9 extra calendar days for transfer to delivery.

If the order is in the “Awaiting packaging” status longer than the time frame you set up 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, on the Logistics → Orders from my warehouse → Awaiting packaging or FBS → Orders from my warehouse → Awaiting packaging page, click on the order number you want to package.

  2. If you need to split an order into several shipments, drag the desired products to the New Shipment package unit. Each shipment requires a separate package and a tracking number.

  3. Make sure you have the correct packaging for each shipment. You can not 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. Once you have 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 there are any disputed situations, the support service will write to you and ask for a video of the packaging. Within 2 days, you will need to show us that the order was packed correctly, or confirm that you forgot about some product. If we do not receive a response or video during this time, we will have to return the full cost of the missing product to the customer and subtract it from your earnings.

You can dispute this decision within 30 days, just send a video of packaging to the support service. When creating a request, select the request topic “Поставки из-за рубежа/Crossborder” and subtopic “Жалоба от покупателя/Customer claims”.

Read more about video fixation of order assembly

How to transfer an order to delivery #

In the product delivery methods, specify the time by which you will be ready to ship the order to the carrier. 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.

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. If you do not 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 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 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 “Seller’s delivery method” topic and “Change the tracking number” subtopic.

2. Update the shipment status #

We automatically track only the statuses of integrated delivery services, for example, CDEK or Russian Post. 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 Awaiting shipment tab, if you don’t have the first mile set up. If you do, go to the Handed over for delivery tab and click on the icon opposite the shipment. 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.

Shipment time frames #

If an order is in “Awaiting shipment” status longer than one day, or in the “Handed over for delivery” status longer than the time period you have set, Ozon will notify you about the delay. The maximum time limit you can set for handing over to delivery is 9 days. If the order status does not change by the end of the next business day after receiving this notification, or if you do not update the scheduled shipment time via our support team, Ozon will cancel the order.

Complete the shipment before the end of the last day of assembly if:

  • you do not have the first mile set up,
  • it takes no more than one day to ship to the carrier,
  • the order is overdue before the specified shipment time.

If the order is received after the specified shipping time, complete the shipment no later than the next day after the end of assembly.

If you have first mile set up, and it takes more than one day to pass the order to the carrier, in your personal account change the order status to “Handed over for delivery” and make sure the shipping deadline is met.

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 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:

  • 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 can see the current substatus of the shipment in the Orders section on the Delivered tab in the Status column. You can change the subtatus of the shipment in the following ways:

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.

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 has not yet provided passport information. This should be done in 24 hours after the order creation. If the customer does not provide passport data, the order will be automatically canceled after 24 hours.

Learn more #

Warehouse settings

Adding and editing a delivery method

Stock management

Time for Order Packaging

Returns