Disputes

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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.

Learn more about refunds #

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