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Cancellation by customer
Customer-initiated cancellation doesn’t affect error index and doesn’t lead to penalties.
Customers can cancel orders:
- Before the product is shipped. If the order wasn’t handed over to the shipping provider, it gets automatically canceled, and the product returns to stock. Don’t hand over such orders to the shipping provider.
- After delivery to the Ozon pick-up point. In case the customer doesn’t pick up the order within 14 days.
- Upon receipt. If the customer cancels the order before it’s collected by courier or at the Ozon pick-up point.
To view the cancellation reason:
- For all orders: go to the Logistics → Orders from my warehouses → Canceled section.
- For orders canceled after shipping: go to the realFBS and FBP returns → All section and select the “Cancellation” type.
Unredeemed orders
Unredeemed orders are the orders when a customer opened the package and checked the products at the pick-up point but refused the order entirely or partially.
In your account, you can view information about unredeemed orders in the Logistics → RealFBS and FBP returns section. The “Return reason” column indicates “The customer rejected upon hand-delivery”.
| Type | Description | Consequences |
|---|---|---|
| Full | The customer canceled the entire order. | The order is canceled completely, there is no need to pay for the delivery. |
| Partial | The customer rejected some products. | You receive a payment for the collected products, but you pay for the delivery of the entire order. |
Cancellation by seller
All cancellations at your initiative or due to your fault affect quality metrics. Some of them lead to increase in the realFBS error index and penalties.
Cancellation at seller initiative
You can only cancel an order in the “Awaiting shipment”, “Awaiting packaging”, “Ready for shipping” statuses. If you deliver via a partner service, excluding China Post, you can also cancel the order in the “In transit” status.
You can choose one of the cancellation reasons:
- Out of stock: the stock automatically zeros out. After you can replenish and specify the new stock or archive the PDP.
- Other (seller’s fault): select it and describe the situation if no suitable reason is listed.
If there are any delivery issues, the partner delivery service cancels the order.
To cancel an order:
-
In the Logistics → Orders from my warehouses section, select the shipment.
-
Click
→ Cancel shipment. -
Specify the reason and confirm the cancellation.
Cancellation due to seller fault
Cancellation due to overdue shipment
If you fail to hand over the shipment to the shipping provider within 7 calendar days after the scheduled shipment date, the order gets automatically canceled.
To avoid cancellation:
- Check the operating hours of your warehouse set in your account.
- Make sure the order preparation time is realistic and meets your capabilities.
- If the product is out of stock, hide its PDP until the stock is replenished. This prevents order placement you can’t fulfill on time.
Learn more about managing orders
Learn more about managing order preparation time
Learn more about managing products
Cancellation by delivery service due to seller fault
The delivery service may cancel the order if it detects violations on your part.
Main reasons:
| Reason | What’s happening | How to avoid |
|---|---|---|
| You requested to cancel the order. | For example, there’s some trouble with the product. | If the product is temporarily unavailable, it’s better to hide its PDP rather than cancel already placed orders. |
| The order contains products prohibited for transportation. | The shipping provider doesn’t accept such shipments. | Review the shipping provider rules and ensure your products meet the requirements. |
| The products don’t meet the shipping provider requirements. | For example, the maximum volume, weight, or cost were exceeded. | Check the correct weight and dimensions on the PDP. Select a suitable delivery method for each product. |
| Rules for transporting dangerous products were violated. | The required labels that identify the hazard are missing. | Always stick special labels on dangerous products if applicable. |
| Wrong label on the product. | The label isn’t readable, contains errors, or doesn’t meet the requirements. | Before shipping, check the labels: they must be clear and placed correctly. |
Learn more about product delivery restrictions and terms
Learn more about changing delivery methods
If the order was canceled due to your fault, take measures to avoid similar situations in the future:
- Update the warehouse settings and preparation time.
- Check the PDPs: weight, dimensions, category, presence of prohibited items.
- Timely hide PDPs when the product is out of stock.
- Check the correctness of the labels before shipping.
Cancellation by Ozon
Ozon can cancel an order if it violates the contract rules. The reason for cancellation is displayed in the Logistics → Orders from my warehouses → Canceled section.
Main reasons for Ozon cancellation:
- The customer didn’t provide passport details within 48 hours.
- You failed to hand over the parcel to the shipping provider within 7 days of the scheduled date.
- The customer requests to cancel the order if it’s delayed by more than 20 days.
- The tracking number can’t be tracked or wasn’t provided.
- The delivery service reports prohibited products or non-compliance with requirements.
- The order is lost or damaged by the delivery service: this doesn’t affect quality metrics. If the order can’t be found, Ozon compensates you. You can check the compensation accrual in the Finance → Documents → Compensation section.
Be sure to upload the barcode and stick it on the product, otherwise we can’t pay compensation for loss during transportation.
