If the customer disagrees with your decision on product, they can open a dispute within 5 calendar days. Ozon will review the dispute and make a decision within 3 days.
Dispute types:
| Reason | Who opens the dispute | Why | Actions by Ozon representative | Possible decisions |
|---|---|---|---|---|
| You have declined the return request. | Customer | Disagrees with your decision. | Checks the request (photos and correspondence between you and the customer), and may request additional information from you and the customer. Makes a decision based on the presented information. States why they made such a decision. | In your favor: the products remain with the customer, and the money remains with you. In favor of the customer: the customer returns the product to you, and you refund them. |
| The returned product is in transit for more than 14 days. | Customer | Suspects that the product is lost or you have not confirmed receipt. | Contacts the shipping service, runs a check. Makes a decision based on the presented information. States in the request why they made such a decision. | Return request approved: if you received the product. Return request rejected: if the customer did not send the product. Product in transit: if the product is still on the way. |
| The returned product is in transit for more than 31 days. | Ozon | Suspects that the product was lost, the buyer did not send it, or you have not confirmed receipt. | Contacts the shipping service, runs a check. Makes a decision based on the presented information. States in the request why they made such a decision. | Return request approved: if you received the product. Return request rejected: if the customer did not send the product. Product in transit: if the product is still on the way. |
| You have received the product and, after checking it, decided not to refund the customer. | Customer | Disagrees with your decision. | Checks the request (photos and correspondence between you and the customer), and may request additional information from you and the buyer. Makes a decision based on the presented information. States in the request why they made such a decision. | In your favor: the product and money remain with you. In favor of the customer: you must refund the customer. |
