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Order cancellation by customer
Customer-initiated cancellation does not affect error index and can’t lead to penalties.
The customer can cancel the order:
- Before the product is shipped: if the order hasn’t yet been handed over to the carrier, it’s automatically canceled, and the product returns to stock. Do not hand over such orders to the carrier.
- After delivery to the Ozon pick-up point: if the customer hasn’t picked up the order within 14 days.
- Rejection upon receipt: if the customer canceled the order before it was collected by courier or at the Ozon pick-up point.
To view the cancellation reason:
- for all orders: go to Logistics → Orders from My Warehouses → Canceled.
- for orders canceled after shipping: go to realFBS and FBP Returns → All and select the Cancellation type.
Unredeemed order
Unredeemed means that the customer opened the package and checked the product at the pick-up point but refused the order or part of it.
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, no need to pay for delivery |
| Partial | The customer rejected some products | You receive a payment for the issued products, but you pay for the delivery of the entire order |
Order cancellation by seller
All cancellations at your initiative or due to your fault affect quality metrics. Some of them lead to an increase in the realFBS error index and penalties.
Cancellation at the initiative of the seller
You can only cancel an order in the “Awaiting shipment”, “Awaiting packaging”, “Ready for shipping” statuses. If you deliver via a partner service, except for 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 will be automatically zeroed out. After that, you can bring the product and specify the new stock or archive the PDP.
- Other (seller’s fault): select it if no suitable reason is listed and describe the situation.
If there are any delivery issues, the partner delivery service will cancel the order.
To cancel an order:
- In Logistics → Orders from my warehouses select the shipment you need.
- 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 carrier within seven calendar days after the scheduled shipment date, the order will be 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 will prevent placement of orders that you won’t be able to fulfill on time.
Learn more about managing orders
Learn more about managing order preparation time
Learn more about managing products
Cancellation by the delivery service due to the seller’s 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 yourself. | 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 carrier does not accept such shipments. | Review the shipping provider’s rules and ensure your products meet the requirements. |
| The products don’t meet the shipping provider’s requirements. | For example, the maximum volume, weight, or cost has been exceeded. | Check the correct weight and dimensions on the PDP. Select a suitable delivery method for each product. |
| Rules for transporting dangerous products have been 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 is not readable, contains errors, or does not 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.
Order 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 carrier within seven days of the scheduled date.
- The customer requests to cancel the order if it’s delayed by more than 20 days.
- The tracking number cannot 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 cannot be found, Ozon will compensate you. You can check the compensation accrual in Finance → Documents → Compensation.
Be sure to upload the barcode and stick it on the product, otherwise we won’t be able to pay compensation for loss during transportation.
