Customers' Questions about the Product

On the PDP, customers can ask questions about the product and its characteristics. To increase potential customers' loyalty and convince them to make a purchase, you can answer their questions yourself via your Ozon Seller profile. The answer will be posted on behalf of your company.

In contrast to the chat with the customer, these questions and answers are public and are shown on the PDP.

We may temporarily limit your ability to respond if we notice any repetitive answers. Try answering each question individually without duplicating messages. Customers react negatively to generic answers, and it affects the overall impression of you and the marketplace.

Monitor questions #

• In personal account
• In the app

Open the Reviews → Questions and answers section to view:

• All questions sorted by date: from new to old ones.
• New questions that you haven’t viewed yet.
• Viewed unanswered questions.
• Processed questions, answers to which are already published on the PDP.
  

We recommend you checking the questions regularly. Quick and detailed answers will help customers make a purchase decision.

Open the Menu → Reviews and questions → Questions about the product section. Find the necessary question by:

• Searching by name, article code or Ozon SKU ID.
• Using filters. You can individually view:
  • new questions that you haven’t viewed yet;
  • questions that you’ve viewed but haven’t answered;
  • processed questions, answers to which are already published on the PDP.
    

To avoid missing new questions, enable notifications in the Menu → Notification settings section.

Answer questions #

Answers to questions should be informative, refer only to the product in question and contain no links to other products or your own website. Moderators will also reject replies with obscene language or intent to provoke a discussion or offend other users. You can learn more about the rules for publishing questions and answers.

• In personal account
• In the app

1. Open the Reviews → Questions and answers section. You can view new questions from users or find all questions for a specific product by its ID or name.
   

2. Click on the question you want to answer. You will see general information about the question and the answers to this question from other users.

3. Accept the customer communication editorial policy if you have not previously accepted it.

4. Write your answer in the Answer to the Question field and click Send the Answer. After moderation, your answer will be published. It usually takes no more than a week.

The user will receive your response via push notification or email, depending on the settings.

1. Open the Menu → Reviews and questions → Questions about the product section.
2. Find the necessary question and click it.
3. Write the answer and click .
   

You can delete the message by clicking under it and confirming the action.

Moderation usually takes up to 7 business days. If more time has passed, contact our support team. Select the Content / Working with the PDP → Customer reviews and questions request subject. In the request, specify the Ozon SKU, date when you’ve answered product question, and the screenshot of an answer, if any.

Translation of customers' questions #

Available only in desktop version.

If your communication language differs from customer’s, use the customers' questions translation feature. To do this, in the Reviews → FAQ section, click next to the question you want to translate.

Answer moderation status #

We’ll show a moderation result next to the answer in your personal account and in the app. Please note that the system displays answers about the product not only from you, but also from official representatives and other customers in this section. You can’t restrict other users or brand representatives from answering.

Failed to answer the question #

You won’t be able to answer the question if:

• The product isn’t on the website because you’ve removed it from sale or sent it to the archive. Check product availability in the Products → Manage Inventory section.
• You are on the blacklist. You can end up here if moderators warn you several times for the same violations of redpolicy and Q&A publishing rules.