Returns to Ozon Pick-up Points

Returns to pick-up points are unavailable for sellers from Turkey.

When working with returns to pick-up points:

• Check the requirements of Russian legislation for returned products in your category. If you reject the return request, describe in detail the rejection reason.
• Offer partial compensation to the customer.

Learn more in the “Consideration of return requests” training program

If the customer refused partial compensation and wants to return the product, you can:

• dispose of the return and receive partial compensation;
• order the return delivery to your partner in Russia.

Ozon logistics partners in charge of returns and Ozon itself don’t ship products to Turkey.

Dispose of the product and receive compensation #

The amount of compensation for the disposed product depends on its weight, price, and the return reason. The compensation is credited to your account within 7 days after sending the refund to the customer.

Learn more about compensations

Return products to the warehouse in Russia #

If you don’t want to receive partial compensation from Ozon for the return disposal, sign up on the IML partner platform to track returns to Ozon pick-up points and make decisions on them.

The sign-up form on the IML platform is only available in Chinese. After signing up in to your personal account, you can work on the platform in English, Russian, or Chinese.

To start working with returns on IML:

1. Create an account on the IML website.
   How to sign up on the IML website (PDF)
2. Get an access key in your Ozon personal account:
   1. Open the Settings → API keys section.
   2. Click Generate key.
   3. Enter the key name and select Returns or Returns read-only, depending on the user’s role. Click Generate.
   4. Make sure to save the access key: it’s displayed only once.
3. In your IML account, sign in with Ozon:
   1. In the System settings → Third-party authorization section, click Add New Authorization.
   2. In the Platform Information field, select integration with Ozon.
   3. In the Business Type field, select Cancel the orders.
   4. Enter the Seller ID and access key from your Ozon personal account.
   5. Confirm authorization.

Services of logistics partners for returns are paid. Ozon isn’t involved in any of these settlements.

1. Customer brings the return to Ozon pick-up point #

To return a product, the customer creates a request, specifies the return reason, and attaches images of the product.

If a return request is approved, the customer brings the product to the pick-up point, and an Ozon employee checks it. The return isn’t accepted if another product is specified in the return request or the product has been in use, and is returned because it doesn’t fit or the customer doesn’t like it.

If the return is accepted, the product is sent to the warehouse of the IML partner. The request status in your personal account changes to “On the way”.

You can view information about returned products in the returns report.

2. Product is delivered to the IML partner’s warehouse #

You can track the return location in the Logistics → realFBS returns section of your personal account:

• on the On the road tab: for returns accepted at Ozon pick-up points and sent to IML partner’s warehouses;

• on the Resolved tab with the “Passed on to partner” status: for returns delivered to the partner’s warehouses.

3. Product quality is checked at the IML partner’s warehouse #

Once the product arrives at the IML partner’s warehouse, the request status in your Ozon seller account changes to “The return has been handed over to the logistics partner”. You can view the return number and status in your IML personal account.

IML randomly checks the product under Ozon’s terms and conditions after acceptance to the warehouse. You can request a photo or video of a product not subject for the mandatory check. It’s available in your IML personal account.

IML employees check the product and mark it as:

• Serviceable.
• Partially damaged. A photo of the defect will be attached to the product characteristic.
• Completely damaged. A photo of the defect will be attached to the product characteristic.
• Substituted product. In this case, you retain the money and the customer is getting blocked on Ozon. If the money for the substituted product has already been returned to the customer, IML reviews the claim and approves compensation.

4. You make a decision on the return #

Make a decision on the return within 14 days from the date the product is delivered to the IML partner’s warehouse. Otherwise, the product will be disposed of.

The IML partner’s warehouse automatically accepts all returns for temporary storage.

In the Order Management section of your IML personal account, you can choose what to do with the return:

• leave it at the IML partner warehouse for pickup;
• send it to your partner’s warehouse in Russia.

Principle of work #

1. Select a return partner or disposal by Ozon when editing or creating a warehouse.

You can select only one return method for one warehouse.

When creating a warehouse, you decide how to process returns. For existing warehouses, the return partner is selected by default.

To view the selected return partner, click the warehouse name on the Logistics → Warehouses and methods tab.

Learn more about optimizing return logistics and changing the return partner

2. If you decide to get returns back instead of disposing them by Ozon, sign up on the platform of the selected partner.
   

3. After handing over the product to the partner, create a return processing request on the partner’s website.

   Learn more about signing up and creating a processing request

You can view information about returned products in the returns report.

1. Product disposal at Ozon warehouse #

When the customer returns the product to the pick-up point, an Ozon employee checks it. The return isn’t accepted if another product is specified in the return request or the product has been in use, and is returned because it doesn’t fit or the customer doesn’t like it.

If the return is accepted, the product is sent to the nearest Ozon sorting center for disposal.

Learn more about costs of processing returns

The return can be sent for disposal if:

• The product price is up to 1,500 rubles.

  The product price is a price of a product in your personal account at the conversion rate on the date of order placement.

  Customers keep the majority of returns that cost up to 1,500 rubles, regardless of the return method enabled in your personal account. In some cases, we may require customers to return such products to the pick-up point. For example, if they request returns often.

• The returned product is damaged and can’t be transported.

• You’ve enabled the “Dispose” method in the warehouse settings.

• You don’t make decisions on returns delivered to the warehouse of a return logistics partner for one month.

The default return method changes to “Dispose” for all delivery warehouses. Once we send a notification in your personal account, you have 7 days to sign up and make a decision on returns before the disposal method is enabled. You can change the method if you decide to receive returns at the warehouse of the return logistics partner again.

You can view which products are disposed of in the Logistics → realFBS returns section. The “Ozon (disposal only)” method is shown in the Delivery service column.

After disposal, you see the “Disposed of by Ozon” status in the Return status column.

Upon your request, Ozon provides documents on disposal.

2. Product is delivered to the partner’s warehouse #

You can view the name of your return logistics partner and location of the return in the Ozon personal account in the Logistics → realFBS returns section:

• on the On the road tab: for returns accepted at Ozon pick-up points and sent to partner’s warehouses;

• on the Resolved tab with the “Passed on to partner” status: for returns delivered to the partner’s warehouses.

  The average delivery time to the partner’s warehouse is 5–10 days.

To make a decision on the return, click the request number in the Request number column. In the Return information field, follow the link to the partner’s website.

3. Product at the partner’s warehouse #

When the product arrives at the partner’s warehouse, the request status changes to “The return has been handed over to the logistics partner”.

4. You make a decision on the return #

Make a decision on the return within 14 days from the date the product was delivered to the partner’s warehouse. Otherwise, the product will be disposed of.

The partner’s warehouse automatically accepts all returns for temporary storage.

Signing up on the partner platform #

Read the terms and conditions of the return partners and select the suitable partner for each warehouse.

IML rates

TFS rates

Learn more about signing up, logging in, and working with returns:

• Download instructions for signing up and working with returns on the IML website (PDF)

• Download instructions for signing up and working with returns on the TFS website (PDF)

Learn more in the “Returns through Ozon PUDO point” course