RealFBS error index

The metric is calculated only for sellers who work under the realFBS scheme.

Error index is the percentage of shipments you have canceled in the last 14 days. Ozon does not take into account the current day so that you can report to support if the cancellation occurred not due to your fault.

View error index #

In Analytics → Ratings → rFBS Error Index the metric is presented in the form of a scale, which is divided into 3 zones:

• green — the value of the index is less than or equal to 4%;
• yellow — the value of the index is greater than 4% and less than or equal to 50%;
• red — the value of the index is greater than 50%.

In the table below the scale, the shipments that affected the index are indicated. You can choose a period in the calendar and find a shipment by its number.

To view detailed information about the problematic shipment, click Download Report. It is also available in Analytics → Reports → Quality Control → rFBS Error Index.

Calculation of error index #

The index is affected by the total amount of all shipments under the realFBS scheme canceled due to 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 — shipments canceled due to your fault.

• All shipments — shipments created in the last 14 days, excluding the current day and those shipments that were canceled during this period due to your fault.

  Formula: Index = Cancellations / All shipments over 14 days.

To calculate the index, we:

1. Determine the number of canceled shipments due to your fault.
2. Summarize all shipments created in the last 14 days, excluding the current day and those shipments that were canceled during this period due to your fault.
3. Calculate the error index using the formula.

If the shipments were excluded from the calculation as a result of adjustments, the error index in your account will change. Information about the adjustment will appear in the report.

Which shipments are considered in the calculations #

Ozon takes into account shipments that also include:

• 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.

Exclude shipment from the calculation if:

• You shipped the parcel on time, but the customer canceled the order themselves — even if the reason was a defective product or a color mistake.
• It had to be canceled due to technical issues in the account.

Fee for processing operational errors #

We will 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 changes are made to the order details is considered the moment of service provision. A fee for the service will be charged for each order canceled at the customer’s initiative or due to the customer’s fault.

The cost of the service for processing each order does not exceed 1,500 rubles at the exchange rate at the time of service provision.

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.

Learn more about the realFBS error index

Blocking #

Upon entering the red zone for the first time, a monitoring period is set, and a warning appears that the metrics have exceeded the threshold.

If the metrics are not fixed at the end of the monitoring, the store is blocked.

To remove the blocking, you need to improve your metrics or wait for it to end to be able to sell again. The blocking lasts 3 days.

If there is a third blocking within 90 days, the account will be 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.

How to exclude shipment from the index calculation #

We will be able to exclude the shipment from the index if the violation occurred due to Ozon or its partners fault. To do this, write to support within 14 days after canceling the order.

If you failed to hand over the shipment on time due to Ozon fault — for example, the courier did not arrive, the drop-off point was not operational, or the shipment failed to be accepted before the closure — please specify when this happened. Attach the refusal act or specify that it is not available.