The metric is calculated only for sellers who work under the realFBS scheme.
Error index is the percentage of shipments you’ve canceled in the last 14 days. Ozon doesn’t take into account the current day so that you can contact support team if the order is canceled not by your fault.
View error index #
In the Analytics → Ratings → rFBS error index section, the metric is shown as a scale divided into 3 zones:
- green: index value is lower than or equal to 4%;
- yellow: index value is higher than 4% and lower than or equal to 50%;
- red: index value is over 50%.
The table below the scale shows the shipments that affect the index value. To customize the scale display, you can select a time period in the calendar and find shipments by their number.
To view detailed information about the problematic shipment, click Download report. It’s also available in the Analytics → Reports → Quality Control → rFBS Error Index section.
Error index calculation #
The index is determined by the sum of all realFBS shipments canceled at your fault. The metric is updated daily.
We calculate it for the last 14 calendar days, excluding the current day, according to the formula, where:
- cancellations due to the seller’s fault are the shipments canceled at your fault;
- all shipments are the ones created in the last 14 days, excluding the current day and the shipments canceled at your fault during this period.
The index is calculated by the formula: Cancellations ÷ All shipments for the last 14 days.
To calculate the index, we:
- Determine the number of shipments canceled at your fault.
- Sum up all shipments created in the last 14 days, excluding the current day and the shipments canceled at your fault during this period.
- Calculate the error index using the formula.
If shipments are excluded from the calculation due to adjustments, the error index in your personal account changes. You can find details on adjustments in the report.
Shipments considered in the calculations #
Ozon takes into account shipments that:
- You didn’t manage to package the shipments and hand them over in time, and Ozon had to cancel them.
- Your carrier failed to ship, when using third-party services.
- You canceled at the customer’s request. If they cannot cancel the order, suggest contacting support.
- Out of stock at the moment of the order.
All canceled shipments can be found in Logistics → Orders from My Warehouses → Canceled.
We exclude a shipment from the calculation if:
- you shipped the parcel on time, but the customer canceled the order themselves, even if the cancellation reason was a defective product or wrong color;
- we had to cancel it due to technical issues in your personal account.
Fee for processing operational errors #
We charge an additional fee for error processing based on the error index value. The index is calculated over the last 14 days and recalculated daily, and also affects the cost of error processing services. The date when the order details are changed is considered the time of service provision. A service fee is charged for each order canceled at the client initiative or due to their fault.
The cost of the service for processing each order does not exceed 1,500 RUB at the exchange rate at the time of service provision.
| Error index value | Error processing fee |
|---|---|
| 0–4% Green zone |
- |
| 4.01–50% Yellow zone |
4% of the cost of products in the canceled order. |
| 50.01–100% Red zone |
4% of the cost of products in the canceled order. Your account may get blocked. Learn more about blocking |
The first cancellation of the day is processed within the green zone, and the payment for the remaining cancellations is calculated based on your error index. The charge for the service will be reflected the next day at the exchange rate at the time of service provision.
Example of calculating the realFBS error index
Today is May 10. The error index is calculated for the period from April 26 to May 9.
During this period, you had to send 900 shipments, but you canceled 45 of them.
The index of canceled shipments is calculated using the formula: 45 canceled shipments ÷ 900 = 5%.
Learn more about viewing the error index
Example of service fee calculation
On May 9, you canceled 3 orders worth 1,000 CNY, 5,000 CNY, and 300 CNY. We don’t charge you for canceling the first order worth 1,000 CNY. The fee is calculated only for the two remaining ones.
The error index value is 5%. The conversion rate at the cancellation date is 12 RUB for 1 CNY.
-
We calculate the percentage of the cost:
- order 2: 5,000 CNY × 4% = 200 CNY;
- order 3: 300 CNY × 4% = 12 CNY.
-
We convert it to rubles:
- order 2: 200 × 12 = 2,400 RUB;
- order 3: 12 × 12 = 144 RUB.
-
We take into account the service cost limit, which is 1,500 RUB:
- order 2: 2,400 RUB > 1,500 RUB → 1,500 RUB;
- order 3: 144 RUB < 1,500 RUB → 144 RUB.
-
We convert the cost back to yuan:
- order 2: 1,500 CNY ÷ 12 = 125 CNY;
- order 3: 144 CNY ÷ 12 = 12 CNY.
The total fee amount for orders 2 and 3 is 125 + 12 = 137 CNY.
Blocking #
Upon entering the red zone for the first time, a monitoring period starts and a warning appears that the metric values have exceeded the threshold.
If you don’t improve the metrics by the end of the monitoring period, your store gets blocked.
To remove the blocking, improve your metrics or wait until it ends to resume sales. The blocking lasts up to 3 days.
If you get blocked 3 times during 90 days, your account gets permanently blocked.
To avoid blocking due to percentage cancellations:
- Before packaging, make sure all products are in stock and you can package the order and hand it over for delivery. When clicking Package Order you agree to the delivery times.
- Keep track of stock and regularly update the information on the number of products at the warehouse. Customers will not be able to place an order for items that are out of stock.
- Please note the products already reserved by customers. Please note the non-working days as orders not packaged on time will be cancelled.
- Before adding the product to your warehouse, make sure that the carrier of the delivery methods for this warehouse can accept this product for delivery. The metric also takes into account the cancellations by the carrier.
- If you are unsure whether you will have time to package the shipment, cancel it before packaging. If you don’t package the order on time, we may cancel it.
Learn more about managing orders on realFBS
If there are any technical issues, please write to support. Describe the problem and attach a screenshot of your account where the error message, parcel number, and shipping date are visible.
Excluding shipments from index calculation #
If the violation is caused by Ozon or our partners, you can exclude a shipment from the index calculation. For example, if you couldn’t hand over the shipment on time, because the order wasn’t assigned a track number for a long time. Or the order status didn’t change for more than 24 hours after delivery to the partner’s warehouse. Contact our support team within 14 days after canceling your order so we can exclude the shipment from the index.
