Expense: Customer Returns, Unredeemed Orders, and Cancellations

There are three types of products returned to you:

• Cancellation:

  • order is canceled before it’s delivered to the customer;
  • customer doesn’t pick up the order before its storage period ends;
  • customer cancels the order before receiving it.

  Such shipments get the “Canceled” status and are either disposed of or returned to the warehouse of the logistics partner that delivered the products.

  If the order is canceled, Ozon doesn’t charge you for shipping products and processing cancellation. The logistics partner becomes responsible for the product, and Ozon doesn’t participate in making further decisions on it.

• Unredeemed: the customer opened the package and checked the product at the pick-up point but refused the order or part of it.

  • Fully unredeemed: the customer refused the entire order. The entire order is canceled, and you aren’t charged for international shipping.
  • Partially unredeemed: the customer refused part of the products at the pick-up point. A fee for the sale of the picked-up product is accrued, and you are charged for international shipping.

• Return: customer requests a return of received products. We approve the request, accept products at a pick-up point, and return money to the customer.

  The cost of delivering such products to customers is deducted from your account. The payment goes to the logistics partner and can’t be refunded. We refund you Ozon fee once the customer receives full refund.

Unredeemed and returned products are sent for disposal by Ozon or transferred to the return partner you selected in the warehouse settings.

Ozon services for processing unredeemed products and returns at pick-up points are not tariffed until April 1, 2026. The tariffs for these services will be determined by March 1, 2026. The tariff size will include the cost of services provided up until April 1, 2026.

Paid services for processing customer returns and unredeemed products

From April 1, 2026, we will charge separately:

• delivery and transfer of the return to the partner you selected in the warehouse settings;

• disposal of customer returns and unredeemed products by Ozon.
  Learn more about disposal reasons

We’ll notify you about new service rates by March 1, 2026.