Customer Questions and Answers about Brand Products

To view customer questions about your brand products on Ozon, get access to the brand account.

How to register as a brand representative

Each PDP on Ozon has the Questions and answers about the product section. Customers can ask questions about products and their characteristics. Other sellers or customers who purchased this product or its model also can answer questions.

Answers from the official brand representative have a blue checkmark next to the brand logo and name. When you hover over the checkmark, the “Official representative” text appears. Such answers may increase customer confidence in the brand and inspire their loyalty to Ozon.

Learn more about answering questions

Track questions

In the brand account, the system automatically collects questions about all products of your brand on Ozon. You can:

• sort questions by brand and date;
• view questions and answers about your brand products on Ozon;
• find out what product information customers are missing;
• answer customer questions on behalf of the official brand representative.

To track questions in the brand account, open the Reviews & questions → Q&A section:

• On the All tab, view all customer questions from newest to oldest.
• On the New tab, check new questions that you haven’t seen.
• On the It’s been viewed tab, check questions that you’ve seen but haven’t answered yet.
• On the Processed tab, view answered questions. Answers appear on PDPs.

We recommend to check customer questions regularly. Quick and detailed answers may help potential customers make a purchase decision.

Answer questions

Try to answer each question individually without duplicating messages. Customers react negatively to template answers, and it affects the overall impression of the brand and Ozon. We may temporarily limit you from answering questions if we notice any duplicated answers.

Answers must relate only to a specific product and shouldn’t contain:

• misinformation;
• obscene language;
• intention to enter into a discussion;
• insults toward other customers.

Before answering questions, read the communication rules with customers. If you violate the rules, we don’t post your answer on Ozon.

To answer the question:

1. In the brand account, open the Reviews & questions → Q&A section.
2. Click the question to see the details: its publication date, product SKU, full message, and the customer name.
3. Write a message and click Send an answer. Avoid mistakes and typos, as you can’t edit or delete answers after sending them.

We review answers within 7 business days. If it takes more time, contact our support team: Products and prices → PDP → Customer reviews and questions. In the request, specify the product SKU, answer date, and upload a screenshot of the answer.

Check answer moderation status

We show the moderation result in the brand account in the Reviews & questions → Q&A section next to your answer. There you can also view messages from the product seller and customers. You can’t prohibit other users from answering questions.

I can’t answer the question

You may be unable to answer questions if:

• The product is inactive or archived, and customers can’t see it on Ozon. Check the product status in the Products → Product list section.
• The product is markdown. Questions and reviews on such products aren’t available.
• Your account is on the blacklist. This might happen if moderators sent you warnings several times when you violated the communication rules with customers or the policy for publishing questions and answers.