Revision of March 17, 2025
This revision is effective as of March 17, 2025. We publish changes to the regulation in advance: if the rules on this page are not already in effect, see the previous version.
Definitions #
Manifest shall mean a document containing full and exhaustive information on the characteristics of the Shipment, its contents, value, as well as data on the Sender and the Recipient.
Pre-alert shall mean a notice of the planned shipment of the Consignment containing information on the characteristics of the Consignment, general invoice, dispatch date, expected arrival date and time, information on the vehicle, carrier’s and driver’s contacts, attached shipment documents.
Consignment shall mean a certain number of Shipments formed into package units, sent under one shipment document, in one vehicle.
Request shall mean a detailed request received by the Operator from the Customer which contains information about the number of the Shipment, the Goods (with their unique product ID, quantity, value, description, Goods references, gross weight).
Information System (IS) shall mean a set of information contained in the electronic database of the Operator on the status and movement of Shipments, on the progress of the Operator’s services provision, other information and means of its processing in electronic form.
Undeclared Shipment shall mean a shipment that was not specified in the Pre-alert but can be identified using the Operator’s IS.
Declared Value shall mean the value of the Goods equal to the purchase price of the Goods by the Client, transmitted by the Customer to the Operator via API or e-mail, which establishes the amount of the Operator’s liability in the event of loss, damage, or destruction of the Goods through the fault of the Operator. The Declared Value of each Item or Goods in the Shipment shall not exceed the amount of the Customer’s liability to Ozon. In relations between the Parties, the equal term “Declared Valuation” may be used.
Unidentifiable Shipment shall mean a shipment that has not been declared in the Pre-alert and cannot be identified using the Operator’s information system, since the system does not have the necessary data on this shipment, which requires to implement a separate procedure, including a request for information and filling in data to ensure its proper processing and recording.
Cancelled Shipment shall mean a shipment in respect of which the Operator has sent communicated to the Customer that it cannot be accepted for customs clearance or it cannot be released for free circulation following the results of customs clearance.
Distributed Weight shall mean the weight of the Goods and Shipments which is used for customs clearance.
Customs Procedure of Destruction shall mean a procedure applied to foreign goods in accordance with which such goods are destroyed without payment of import customs duties, taxes, special, anti-dumping, countervailing duties, subject to the placement of goods under such customs procedure.
TSW, Temporary Storage Warehouse shall mean a specially designated and equipped facility or open area that serves as a customs control zone for storing goods and vehicles under customs control.
Unidentified Shipment shall mean a shipment that cannot be identified due to damaged or missing label and requires information request from the Customer.
Shipping Specification shall mean a document generated by the Operator based on the Request, containing Shipment number, Product name, quantity, total cost and weight, HS code, Product ID and product reference, as well as Sender and Recipient details.
CMR shall mean a shipping document containing data about international road transportation.
MAWB shall mean a shipping document containing data about international air transportation.
Loss and Damage Certificate shall mean a document confirming the circumstances of loss, shortage, damage or deterioration of the Goods/Shipments.
Terms and definitions used in the Regulations with a capital letter and not defined in the Regulations shall be interpreted in accordance with the Agreement and/or Sections, Annexes. Terms defined above in the singular include the plural and vice versa.
1. General Provisions #
1.1. Sending and Approval of Requests and Pre-alerts #
The Customer shall send the Request to the Operator in the form of an electronic file with information about the Shipments via API or to the Operator’s email.
The Request shall contain the following information about the Goods forming the Shipment: a link to the Goods, name of the Goods, product ID, quantity of the Goods to be transferred, their value and gross weight.
In reply to the Request, the Operator shall send a response to the Customer via API or e-mail with information on the acceptance or cancellation of the Request. The Request is considered approved by the Operator upon sending acceptance confirmation to the Customer.
After sending the Request approval response, the Operator shall send to the Customer a Shipping Specification with completed HS codes according to the list of Goods referred to in the Request.
The Operator may send a notice on the exclusion of a Shipment from the Consignment in accordance with the Request sent by the Customer by placing a special mark in the Shipping Specification for such Shipment.
After receiving the Shipping Specification with completed HS codes, the Customer shall send a Pre-alert via email or API.
The Customer shall submit a Pre-alert with the following documents:
- Manifest with the list of Shipments as per the form established by the Agreement;
- general Consignment invoice;
- Consignment packing list;
- shipping documents: scanned CMR/MAWB, transit declaration number;
as well as other documents required for providing services under the Agreement.
Mandatory Pre-alert information:
- Shipment number;
- Consignment number;
- package unit number;
- package unit weight;
- package unit volume;
- total consignment weight;
- volumetric consignment weight;
- package unit barcode;
- driver’s telephone number, full name
- vehicle number;
- CMR or waybill number;
- time interval of arrival at the TSW (no more than 2 hours).
Based on information received from the Customer in the Pre-alert and accompanying documents, the Operator accepts shipments at the TSW.
If mandatory information and/or accompanying documents are missing from the Pre-alert, the Operator shall notify the Customer via API or email. The Customer undertakes to provide the required information within 24 hours of such notice. Without this information, the Operator may refuse accepting Shipments at the TSW until it is received from the Customer.
1.2. Amount of the Operator’s Liability #
In case of loss, spoilage, damage, destruction of goods, the Operator shall be liable to the Customer in the amount of the Declared Value of the Goods specified in the Request.
1.3. Limitation of the Operator’s Liability #
The Operator shall not be liable if:
- failure to perform or improper performance of its obligations under the Agreement which occurred through fault of the Customer;
- loss, damage or destruction of the Shipment are due to force majeure, defects in packaging or the nature of the content. The Operator shall promptly inform the Customer in writing of such circumstances;
- the Shipment is missing from the Consignment during acceptance thereof;
- during acceptance, damage to the Shipment or packaging is discovered and documented by parties in the Loss and Damage Certificate;
- the Shipment is delayed, seized according to procedures established by the laws of the Russian Federation, if the Operator took sufficient and reasonable measures to prevent delay or seizure, and if the Operator did not know or should not know about possible delay or seizure;
- The Operator is not liable for quality and safety of goods in undamaged original package or Sender’s package which has no mechanical damage or signs of opening, provided there are no marks about special requirements for the goods transportation;
- The Operator is not liable for the goods damage revealed during customs inspection/examination of the goods, which must be confirmed by photo/video recording;
- The Operator is not liable to the Customer for the damage to the transport packaging if the original packaging and contents of the Shipment remain intact;
- for quality and safety of the Goods in damaged original package or Sender’s package upon acceptance at the TSW;
- The Operator is not liable for indirect losses, lost profits or unrealized Customer earnings, regardless of their origin;
- in other cases specified in the Agreement and the Regulations.
2. Acceptance of Shipments #
2.1. Procedure for Shipment Delivery. Shipments shall be delivered to Operator without visible mechanical damage and without extraneous stickers/labels, in undamaged individual packages preventing third party access to the contents. The Shipment package shall ensure the safety of the goods during transportation by any means of transport, and shall also contain a label with a barcode in the form established by these Regulations, upon reading of which the Operator automatically enters information on the Shipments arrived to the TSW in the IS. Upon arrival of the Consignment to the TSW, the Customer shall transfer to the Operator (the Operator’s representative) these shipping documents in respect of all Shipments (Goods):
- general Consignment invoice;
- CMR/MAWB, transit declaration number;
as well as other documents required for providing services under the Agreement.
2.2. The Operator shall ensure the availability of shipment to its warehouse on the date and in the time interval specified by the Customer in the Pre-alert.
2.3. All Shipments shall be delivered strictly in accordance with the list of Shipments specified in the Pre-alert.
2.4. The Operator shall accept each Shipment according to the information sent in the Pre-alert. Service provision begins when the Operator confirms transfer at the TSW by sending transfer status via API and/or email, by putting the mark “Goods arrived” in the CMR.
2.5. The Operator shall accept Shipments subject to the following conditions:
- The shipment shall be in the individual package;
- The Shipment package shall exclude the possibility of access to the Goods in the Shipment without violating the integrity of the outer package of the Shipment.
- Package of the Shipment containing fragile goods shall be rigid and prevent their damage. In this case, the package shall bear information warning about the fragility of the goods inside.
- The Shipment package shall meet the requirements specified in Annex 1 to the Regulations.
2.6. The Operator’s liability for safety of Shipments and/or Goods shall begin upon completion of their acceptance at the TSW. The Operator shall ensure safety of the Shipments received from the Customer according to the acceptance certificate sent by the Operator to the Customer via API or by other means, from their acceptance until departure from TSW (transfer to the Customer). The Operator shall not be liable for damaged Shipments found during acceptance and recorded in the Loss and Damage Certificate. If the Operator has any doubts about the condition of the contents of the Shipment, the Operator may open it, inspect the contents, take photographs, and, if necessary, draw up a Loss and Damage Certificate and notify the Customer thereof via API or e-mail. If the contents of the Shipment are not damaged, the Operator shall repackage the Shipment. In this case, if the Operator incurs additional costs for repackaging, the Customer shall indemnify the Operator for such costs. The Operator is also not liable to the Customer for damage and/or loss of Undeclared and Unidentifiable Shipments.
2.7. At the request of the Operator, when shipping/accepting the Shipments, the Customer’s representative shall provide a document proving his/her identity and a power of attorney confirming his/her authority to ship/accept the Shipments.
2.8. The Operator’s Actions in Case of Detection of Violations of the Package Integrity / Shortages (Discrepancies) #
If acceptance reveals discrepancies in the Shipment quantities or damaged Shipments, violations of the Shipment packaging, or contents not meeting legal requirements, the Operator shall document these facts in a Loss and Damage Certificate (unless other documents are agreed by the Parties) with video/photo evidence. The Loss and Damage Certificate shall be sent to the Customer with a request for additional information on the Shipments in the received Consignment.
If Unidentifiable Shipments are found during the acceptance, the Customer shall provide information on such Shipments as per the approved Manifest form within three (3) calendar days from the receipt of a notice of the need to provide such information from the Operator. Until the Customer provides information about such shipments, they remain in Temporary Storage as per Section 3 of the Regulations.
If Undeclared Shipments are found during the acceptance, the Customer shall provide information on such Shipments as per the approved Manifest form within three (3) calendar days from the receipt of a notice of the need to provide such information from the Operator. Until the Customer provides information about such shipments, they remain in Temporary Storage as per Section 3 of the Regulations.
If an Unidentified shipment is found during acceptance, the Operator takes photos of the packaging and X-rays contents, emails the Customer requesting the Shipment information and photos. The Customer must provide information about such Shipment using the agreed Manifest form within 12 hours from receiving the Operator’s request of the Shipment information.
If the Customer fails to provide information about an Unidentified Shipment within this timeframe, the Operator may open the packaging to identify contents. The Operator re-sends photos of the contents to the Customer. The Customer must provide information about such Shipment using the agreed Manifest form from the moment of re-sending the Operator’s request of the Shipment information.
If, as a result of information received from the Customer, such a Shipment is recognized as an Unidentified Shipment or an Undeclared Shipment, the processing rules in accordance with this Section shall apply to it.
2.9. Procedure for Handling Shipments that Cannot be Submitted for Customs Clearance or Have Been Refused Release #
If the Operator has accepted at the TSW the Shipments that cannot be submitted for customs clearance or, following the customs clearance by the customs authority the release of such Shipments is refused, the Operator shall act as follows:
- apply the customs re-export procedure for Shipments.
- apply the Customs procedure of destruction for Shipments.
The Operator sends Shipments for the customs re-export procedure in the following cases:
а) Shipments cannot undergo customs clearance;
b) Customs authorities deny release of such Shipments after customs clearance.
The Operator sends Shipments for the customs procedure of destruction in the following cases: by the results of the customs clearance, the release is denied and export to Sender’s country is prohibited. The Operator may engage third parties for such Shipment destruction.
2.10. Procedure for shipping the Shipments from the TSW #
After receiving the decision of the customs authority on the release or refusal to release the Shipments, the Operator shall prepare an outgoing Consignment. The Operator shall send the Customer a request to ship the completed outgoing Consignment via API or email. The Customer shall remove customs-cleared Shipments within two (2) calendar days of receiving the shipping request.
3. Temporary Storage #
3.1. The Operator shall place Shipments in Temporary Storage after accepting them at the TSW. The Operator shall place Shipments in Temporary Storage at the TSW for up to 4 months.
3.2. When the Shipments cannot be submitted for customs clearance, or following the results of customs clearance, the customs authority refused the release of such Shipments, or with regard to the Shipments it is required to request additional information in order to submit them for customs clearance, such Shipments shall be staying in Temporary Storage.
3.3. Temporary storage of Shipments ends when a Shipment is deemed released after customs clearance based on the “Shipped (direct flow)” status, or deemed non-released based on the “Shipped (return)” status, or destroyed in accordance with the customs procedure of destruction based on “Shipped for destruction” status.
4. Customs Clearance #
4.1. The Operator shall arrange (perform) customs operations with the Shipments, as well as submit them to the customs authorities and carry out customs declaration in accordance with the procedure established by the laws and the provisions of the Agreement.
4.2. Customs clearance in the territory of the Country of Destination shall be carried out in accordance with the Customs Code of the Eurasian Economic Union or the customs laws of the Country of Destination (as applicable).
4.3. The Shipments shall be cleared at the customs clearance points.
4.4. Information about the Declarant received from the Customer, which constitutes personal and other secrets protected by law, or other confidential information, shall be processed by the Operator to the extent necessary for the performance of obligations under the Agreement, and shall not be disclosed or used by the Operator and its employees for their own purposes, be transferred to other persons, except for the transfer of this information to the customs authority and other cases stipulated by the laws of the Russian Federation and/or the EAEU.
4.5. The Operator shall refuse to provide customs clearance services for the Shipment and notify the Customer thereof within 24 hours via API and/or e-mail in the following cases:
- According to the submitted documents, the Shipment contains goods prohibited for sale and/or transportation;
- The Shipment does not correspond to the one specified in the Request/Pre-alert;
- The Shipment package does not comply with the requirements of the Regulations;
- Unidentifiable Shipment;
- The Shipment has no supporting documents;
- The Shipments bear no barcodes;
- Contents of the Shipment don’t match the declared one;
- in other cases.
The list of cases in which the Operator refuses to provide the service for customs clearance of the Shipment is non-exhaustive.
4.6. The Distributed Weight shall determine “Customs Clearance” and “Temporary Storage” service costs.
4.7. For the purpose of rendering services under the Agreement, the Operator may engage third parties having the status and authority of a customs representative (customs broker) in the territory of the relevant country.
5. Communications #
5.1. All information shall be communicated between the Parties via API, and in case of API failure — to e-mail addresses in accordance with Section 9 of the Agreement. When the status is transmitted via API with a date and time earlier than the current one, the moment of actual transmission of the status via API shall be used for the purpose of calculating the indicators. The status of a Shipment can only be changed by assigning a new status.
5.2. In the absence of mandatory information, the Operator shall inform the Customer thereof via API or e-mail.
In addition, the Operator may transmit the information about the stages of the service rendering via API, indicating the date and time of the events.
5.3. The Operator shall notify the Customer via API or e-mail about the following events, arising during the service rendering process, within 48 hours after their occurrence:
- identified discrepancies between the actual and specified in the Pre-alert quantity of Shipments;
- identified damage to the Shipment during acceptance or handling the Shipment at the warehouse; dangerous/prohibited goods identified during the Shipment handling.
5.4. The Operator may send a request to the Customer to cancel the Shipment via API or e-mail. In response to such request, the Customer shall provide information on cancellation. The Customer shall provide a response to the request no later than twenty-four (24) hours after its receipt. The information provided by the Customer as a response to the request shall be deemed not subject to adjustment and shall be provided within twenty-four (24) hours from sending the request.
6. Return (re-export) of Shipments #
6.1. The Operator shall notify the Customer of its readiness to provide customs clearance services (re-export) for Shipments that have not undergone import customs clearance and are subject to return to the Sender in the following cases:
- The goods are on the list of goods prohibited or restricted for export or import;
- There are no shipping, commercial documents and permits for the imported goods, as well as the necessary information about the goods and/or the recipient and other documents requested by the customs authority;
- The recipient refuses to pay customs duties;
- The goods cannot be received by the Recipient (for example, if it is recognized as a commercial batch).
If the Shipment has not been released for free circulation and is in the Temporary Storage Warehouse, such Shipment shall be also subject to the re-export procedure.
6.2. The Operator shall send the Customer a register of Shipments for re-export via API or email, and a request for shipping outgoing Consignment composed of Shipments that failed import customs clearance and require return to the Sender. The Operator shall submit such Shipments for customs clearance and prepare the outgoing Consignment for shipping to the Customer.
6.3. The Customer shall provide a vehicle for outgoing Consignment within 24 hours of the Operator’s shipping request. The Customer shall independently interact with the Sender in relation to the Goods and/or Shipments to be returned to the Sender.
7. Claims Handling Procedure #
The Operator shall review each case of shipment loss, damage, or destruction after receiving a written claim from the Customer in a procedure as per this section.
Claims related to non-performance or improper performance by the Operator of its obligations under the Agreement may be submitted by the Customer within six (6) months from date of delivery of the Shipment to the Operator.
The Operator shall consider each case of loss or damage (spoilage) to the Shipment/Goods, as well as other cases of violation of the Operator’s obligations under the Agreement, after receiving the claim.
The basis for compensation under the Customer’s written claim shall be the display of the corresponding status sent by the Operator via API and/or email. Compensation shall be made only if there is no disagreement between the Parties on the amount, procedure and other conditions of compensation.
The Operator’s IS data shall be a sufficient basis for responding to the Customer’s claim. In the absence of the IS data, other documents or information may be the basis for responding to a claim. The claim shall be made in writing, signed by an authorized person of the Party and sent to the other Party with the attached documents in one of the following ways:
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by sending registered letter with inventory list through JSC Russian Post;
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by sending a scanned copy of the claim by e-mail in accordance with Section 9 of the Agreement.
When sending a claim through JSC Russian Post, the Parties shall additionally send a scanned copy of the claim by e-mail in accordance with Clause 9.1. of the Agreement.
The Parties agree that the authorized person of each Party may sign the claim using a facsimile, and the facsimile signature will have the same force as the original signature of the authorized person. In case the Customer sends a claim to the Operator, the claim shall include / be accompanied by the following:
a) reference to the Agreement, the number and date of the Commercial Terms;
b) numbers and dates of the Shipments being the subject of the claim, used in the Operator’s IS;
c) product IDs (unique barcodes) and names of Shipments being the subject of the claim;
d) actual circumstances, actions of the Parties related to the subject of the claim;
e) statuses transmitted through integration and/or numbers and dates of documents confirming the transfer of the Shipments to the Operator, on which the Customer’s claims are based;
f) documents and/or other information evidencing damage to the Shipment (in case of a claim for damage, loss or destruction of the Shipment);
g) other documents and information confirming the validity of the claims.
A claim shall be considered within twenty (20) business days from its receipt. The filed claim, if it is admitted by the Operator, shall be indemnified by the Operator within twenty (20) business days from the date of approval of the claim by the Operator.
Annex No. 1 to the Operator Regulations #
Packaging Requirements #
The Customer undertakes to transfer Shipments to the Operator in packaging that complies with the following requirements:
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The packaging shall be marked with Barcode.
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The packaging shall not have third-party labeling, brand, manufacturer or company names.
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Goods with special handling, storage and transportation conditions shall contain relevant marking inscriptions and manipulation signs, as well as be accompanied by rules for handling such Shipments (if applicable).
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Fragile Goods shall bear markings unambiguously identifying the nature of such Goods, including, but not limited to, the “Fragile. Do not drop” label. Fragile Goods include (without limitation):
- electronics (phones, tablets, laptops, recorders, navigators, hard disks, digital photo frames, other electronics);
- goods made of glass and ceramics.
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Available types of packaging:
- cardboard boxes;
- matte opaque stretch wrap;
- tubes;
- safe package (courier package);
- cardboard courier envelopes without third-party inscriptions, barcodes and markings.
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Goods shall not move inside the package. The empty space shall be filled with paper or filler.
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The process of assembly and packaging of the Shipment containing expensive and/or fragile Goods shall be recorded on video.
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Goods from different product categories shall not be put into one package. If there are Goods in one Order that cannot be folded into one package, the Order shall be divided into several Shipments.
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Goods with reflective and polished surfaces shall not be packaged in bubble wrap. Such Goods shall be packaged in foamed polyethylene.
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Barcode label requirements:
- Size of the label shall be 12×7.5 cm.
- The surface of the label shall be matte or semi-gloss. Gloss surface is prohibited.
- The label shall be printed as a single label, shall be not made up of separate fragments, as well as shall be not damaged.
- The label shall be attached to the largest side of the package.
- The label shall be attached to the package entirely, with no gaps or unglued areas.
- The label shall not compromise the Good’s appearance, including its factory packaging.
- Barcode shall not be taped.
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Barcode label form:
