Where to find orders in my profile #

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

Prepare orders #

You can allot a maximum of 10 days for order preparation.

If you prepare the order longer than the time frame you set up when setting up the warehouse, Ozon will notify you about the delay. If the order status doesn’t change by the end of the next business day after receiving this notification, Ozon will cancel the order. Learn more about the order preparation time.

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 necessary 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’t change the shipment after packaging. Please check the packaging requirements with the delivery service. Ozon doesn’t enforce any packaging requirements.

4. Click Assemble.

You can also package your order by clicking next to your shipment on the Shipments from my warehouses → Awaiting packaging tab or by using 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 there are any disputed situations, the support service will write to you and ask for a video of the packaging. Within 2 days, you’ll need to show us that the order was packed correctly, or confirm that you forgot about some product. If we don’t receive a response or video during this time, we’ll 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 “Поставки из-за рубежа/Crossborder” topic and “Жалоба от покупателя/Customer claims” subtopic.

Learn more about video fixation of order assembly

Transfer an order to delivery #

In the product delivery methods, specify the time by which you’ll 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’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”.

• One by one
• For several shipments at once

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Click Specify in the Track number column of the Awaiting shipment tab. Enter the number and click Save.

Alternatively, fill in the field on the shipment page and click Save.

Click Upload tracking numbers in the Awaiting shipment tab. Download the XLS file with the list of shipments, enter the tracking numbers and upload the completed file.

Via API

Specify shipment ID and its tracking number in the request.

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.

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 account when adding a delivery method.

If you use a non-integrated delivery service—Other delivery service or by yourself option—you’ll need to change the shipment status 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 the icon opposite the shipment. The order will be moved to the In transit tab with an On the way to the customer substatus. You can also change it by clicking on the shipment number → In transit in the new tab.

Ship the orders #

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):

• On the way to the customer: the shipment has been transferred to the delivery service.
• Courier is on the way: the shipment has been transferred 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:

  • On the way to the customer: the shipment has been transferred to the delivery service.
  • Courier is on the way: the shipment has been transferred 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:

  • On the way to the customer: the shipment has been transferred to the delivery service.
  • At the pick-up point: the shipment has been transferred 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 Delivered tab in the Status column. You can change the shipment sub-status in the following ways:

• Via the icon
• Via the shipment number

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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 .

1. On the In transit tab, click on the shipment number.
2. Click the sub-status button. To change the sub-status:
   • Click Courier on the way: the shipment sub-status will be changed to Courier on the way.
   • Click Presumably delivered: the shipment sub-status will be changed to Presumably delivered.

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:

• Courier on the way.
• Presumably delivered.

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.

Filter orders #

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

Click 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.

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:

• Awaiting packaging
• Awaiting shipment
• Out for delivery
• In transit

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In the All shipments or Awaiting packaging tabs, in the line with the necessary shipment, click → Cancel shipment and specify cancellation reason.

Go to the shipment page. Click Cancel shipment and specify cancellation reason.

Go to the shipment page. Click Cancel shipment and specify cancellation reason.

Integrated delivery services and self-shipment

If delivery to a certain region isn’t possible, the order has been lost by the delivery service or isn’t claimed, you should cancel the shipment in the In transit status yourself.

To do this, in the In transit tab, in the line with the necessary shipment, click → Cancel shipment and specify cancellation reason.

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.

Learn more #

• Warehouse settings
• Adding and editing a delivery method
• Stock management
• Time for order packaging
• Returns